The "1C/1D" error occur because you have not meet the service requirements for the modem. Either the customer's speed is too high, or we do not have the correct service code for the modem.
Embedded Files
- Copy the Item Number of the modem
Hold ALT and click on the item number to copy it. It will flash black if copied successfully.
Use F3 or CTRL+F to quickly find the modem on the list
3. Review the service requirements for that Item Number
3. Review the service requirements for that Item Number
Below, you can see the DTC4141 modem Requires 30614 as it's service code, and has a max speed of Gigablast.
Review Using the Modem List for more help finding the correct service code for your modem, as well as it's max speed.
4a. Is the customer's current speed too high for this modem?
4a. Is the customer's current speed too high for this modem?
Remember, you can check the customer's current speed on the Customer tab in iNav, or on their Work Order in ICOMS if they are upgrading.
If the customer's speed is too high for the modem, they will either need to downgrade their service or upgrade their modem.
Downgrading Service
If the customer already has an Open Work Order, we can lower their speed on the HS screen. If they agree to the new speed and MRC, complete out the order and try again.
If not, they will need to speak to Customer Loyalty (Retention)
Upgrading Modem
Cox provides the Panoramic WiFi modem for $10.99 a month that supports all services.
If the customer has telephone service, they can rent a eMTA modem that supports all telephone and internet services but not WiFi for free.
We currently do not have any modems available for purchase, but the customer can purchase and use any modem listed at cox.com/modems that is listed as being capable of handling their speed tier.
4b. Is the customer's current service code correct for this modem?
4b. Is the customer's current service code correct for this modem?
If the customer's speed is compatible with our modem, we know the problem must be with the service code.
Check the customer's Work Order screen (WO).
If they have an open work order SV into it. If not, use SC to start a new Service Change
Go to the HS screen, and add service code you found on the modem list
You will likely get the error "Category D Occurrence 1 Relation DATA EQUIP has multiple services" This is because we currently have two modem codes on the occurrence. You will need to remove the customers old modem code before continuing.
If you aren't sure which code is for their old modem, try selecting a code and hit F4. You can also reference The KEY article for current modem codes for more help.
Enter SS into the task field, and hit Enter to schedule out our change
The One Time Charges (OTC) dialog will appear. On this screen, do the following:
Check the box for Office Only
Enter a 1 next to DSLFACT
Enter a 1 next to DNOSHIP
Once done, hit Enter to continue
The Order Type dialog will appear. Select 12 Self Serv Chng
The Work Order Scheduling Screen will appear. Make sure Office Only is checked, then hit Enter
The Order Summary screen will appear. Quickly review this screen to ensure everything looks correct, and hit Enter
If there is any issues with the work order the Order Health Check screen will appear. If so, refer to the Order Health Check page for help resolving these errors.
The Order Completion screen will appear. Do NOT try to complete the order yet!
Go to the EQQ and provision your modem with the Port Occ Asn button.
Once the swap is done, click Exit to go back to the Order Competition and complete the order.
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