The "No data to display" error occurs because the customer has no service that is compatible with that equipment, so none will be listed.
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Go to the Work Order screen (WO). Does the customer have an open work order?
Go to the Work Order screen (WO). Does the customer have an open work order?
If the customer has an open work order...
If the customer has an open work order...
Click on the Work Order, and click the Select button.
2. Look to see what speed the customer is moving TO by finding their speed in the service column, and the number 1 in to TO column. In the example below, we can see the customer is upgrading TO Preferred 150
3. Look up the modem you are trying to use on the Modem List and verify the highest speed it can handle
Use F3 or CTRL+F to quickly find the modem you're looking for on the modem list!
4. Advise the customer of their current speed, and the highest speed the modem can handle. They can either
A. Downgrade their speeds to meet that modem
Because the customer has an open work order, you can SV into the order, & change the speed as desired
Afterwards, schedule out the order, provision their modem, and then complete the order.
B. Switch out their modem for a more powerful one. They can either
Rent the Pano for $10.99 a month
Buy a retail modem (compatible modems listed on cox.com/modems)
If the customer has telephone service they can rent eMTA modem for free (this modem does not support WiFi)
Keep using their existing modem
If the customer does not have an open work order...
If the customer does not have an open work order...
Check the Status of the account from the Work Order screen...
If the account is ACTIVE...
If the account is ACTIVE...
Go to the Customer tab in iNav, and find the customers speed in the Customer Information section, underneath the "D" tab.
2. Look up the modem you are trying to use on the Modem List and verify the highest speed it can handle
Use F3 or CTRL+F to quickly find the modem you're looking for on the modem list!
3. Advise the customer of their current speed, and the highest speed the modem can handle. They can either
A. Downgrade their speeds to meet that modem
Transfer to Loyalty
B. Switch out their modem for a more powerful one. They can either
Rent the Pano for $10.99 a month
Buy a retail modem (compatible modems listed on cox.com/modems)
If the customer has telephone service they can rent eMTA modem for free (this modem does not support WiFi)
Keep using their existing modem
If the account is NEVER or FORMER...
If the account is NEVER or FORMER...
The customer does not have any service, and there is no work order for us to activate service for them. Try to search for the customer BY ADDRESS in iNav. It is possible we have the wrong account number for the customer. If you are unable to find another account for the customer, they will need to speak to Sales to create one.
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