Easy Connect Call Flow

Authenticate Account

You must use the PIN or Secret QA to activate an account, or change modems!

2. Is the new modem plugged in to the power and cable?

If not, have your customer plug it in now, and skip to step 5!

3. Is the modem online?

Have the customer check the lights on their modem. These lights will indicate whether or not the modem is receiving any signal.

3.1 Pano

DTC4141

Light is white

3.0 Pano

DAR168C

"Online" Light Solid

Other Modems

Planet/Globe light is Solid

Refer to the Cox Certified Modem list to help customers find the Online Light on other modems

4. If the modem is not online...

Let the customer know that their lights indicate the modem is not receiving signal in the cable outlet they have it plugged into currently. Ask, "Is there another cable outlet we can try to plug the modem into?" If there is another outlet, have the customer move the modem there now, and proceed to step 5 while they move the modem.

5. Verify Account Provisioning

Check the EQQ screen to see if the modem is listed already. If not, add it!
Check if the modem is provisioned (will have the D1 next to the modem). If not, provision it!
- Refer to the Provisioning Issues page to resolve errors with provisioning modems
Go to the WO screen and check if the customer has a work order to activate or upgrade service. If so, complete it!

6. Verify Network Information

Make sure the customer knows what their Network Name and password is for their new equipment.
Use the pictures of the modem on the Modem List to help the customer find their WiFi name and password as quickly as possible.
Make sure customer is able to find and connect to this network on their device.

7. Complete Solutions Center

Reload the account in iNav, and begin completing the Easy Connect intent!

If the Easy Connect intent is not available...

Customer is NOT able to get online: Use Internet > No Connectivity
If the customer is able to get online: Use Internet > Other

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