Authenticate the customer's identity.

1. In the Task field, enter SC to begin a Service Change work order.
2. On the Customer Flashes window, review the information and then click OK.
3. From the Customer Maintenance (CM) window, complete the following tasks.
4. Enter or confirm information in the following fields.
   • First Name and Last Name
   • Home Phone.
     Note: A mobile number cannot be listed in this field. It must be placed in the Other Phone field.
   • Business Phone.
   • Other Phone.
   • SSN.
   • Customer Type.
   • Category.
5. Press Enter.

1. From the Entry Services (ES) window, enter Sale Type, Sale Reason, and any applicable Campaign Code.
2. Highlight the service to be swapped.
3. Click Swap Service, then refer to the following table for next steps.

In the Task field, enter SS to access the Work Order Scheduling window.

Result: The Order Type window displays.

1. Select the appropriate Order Type, then click Select.
2. Check the Office Only box.
3. Enter appropriate work order comments.
4. Click OK.
   
   Result: The Order Summary window displays.

From the Order Summary window, complete the following:

1. Review the order with the customer to ensure accuracy.
2. Click OK to commit the work order.
   
   Result: The Work Order Check-In window displays.
   
   
3. In the Status field, select Completed.
4. Enter the following information as needed:
   • • Sales ID Number
     • Sales Date
     • Start Billing Date (must be today when completing the order.)

1. Press Enter twice.

After the work order is completed, the modem resets and reprovisions.

1. If the modem doesn't reset within two minutes, advise the customer to unplug the modem and any attached devices for 15 seconds, then re-plug them in.
2. If the lights remain on after unplugging, instruct the customer to also remove the battery.

Is the customer's internet working?

• If yes, then proceed to step 8.
• If no, then continue to the next step.

In the Task field, enter PT to access the Provisioning Transactions window.

1. Review the Resp Code field for three-digit error codes.
2. Is there a three-digit error code in the Resp Code field?
• If yes, then refer to this article, ICOMS Provisioning Error Codes for next steps.
• If no and the internet service is still not working, then transfer to Tech Support.

In the Task field, enter CC to access the Customer Comments window.

1. Add comments regarding upgrade work order.
2. Click OK.