Adding a Speed Upgrade

Go to SC to start a new Service Change

Don't forget to enter B5 in the sales reason box

If you haven't already check out the Current Campaigns page to check for any promotions. If you find a good one, add the campaign code on this screen, in the Campaign box.

Click here to review speed codes

Code Speed Modem Price Usecase

30167 Starter (10/1) d3.0 4x4 $44.99 Ideal for light web surfing/email

30168 Essential (50/3) d3.0 4x4 $66.99 Ideal for streaming music, light video streaming, social media

30141 Preferred (150/10) d3.0 8x4 $74.99 Ideal for streaming HD video on several devices

30170 Ultimate (500/10) d3.1 $99.99 Ideal for streaming 4K video on several devices

30180 Gigablast (1000/35) d3.1 $119.99 Ideal for live streaming, video calls, and file sharing

The following codes cannot be offered by tech support, but you may find them on accounts still.

30126 Ultimate Classic (300/30) $104.99 (Grandfathered Ultimate plan. Can still be added by customer request)

32100 StraightUp Internet (25/2) $50.00 (Prepaid internet service)

30142 Connect2Compete (25/3) $9.95 (Government subsidized internet service)

30161 Premier (200/10) $97.99 (Grandfathered plan between Preferred and Ultimate)

2. Go to the HS screen. Remove the customer's old speed code, and add the new speed code

If you get a '1C Include if at least' error

This is because the customer has multiple services, and their package will need to be switched out. If this error came up in a popup, exit out of the pop up and:

Remove the current package code on the account (the one listed in the '1C Include if at least' error message)
- Use the two red triangles in the bottom right to scroll between error messages, if the error is no longer appearing
Return to the ES screen
Click on the Question Mark to the right of the Package box
Select CHSI Packages
Select the package matching the new speed
Press Exit twice to return back to the ES screen, then hit Enter

If you get a '1D Exclude if any' error

This means that the customers current rental modem is not compatible with the speed you've chosen. You will either need to pick a slower speed, or upgrade the customer's modem to the 3.1 Pano (30614).

If the customers Additional Data Plan removes itself automatically

This is due to a bug in ICOMS when using the HS screen. You will need to exit out of your work order, and start over, making all changes from the ES screen, instead of the HS screen. IF YOU MAKE ANY CHANGES FROM THE HS SCREEN, THIS BUG WILL BREAK YOUR WORK ORDER, AND YOU WILL NEED TO START OVER.

To add a service on the ES screen:

Page down to the bottom of the services table, and add the service code you want to an empty space in the Service column
Enter a 1 on the same line in the To column, then hit Enter

To Remove a service on the ES screen

Page down on the services table, until you find the service code you want to remove
Delete the value on the same line in the To column, then hit Enter

3. Go to SS. In the pop up, mark the order Office Only, then hit Enter

4. Make sure Office Only is checked, then hit Enter

Note: the No Schedule box must be unchecked

5. The Order Summary screen will appear. Review the MRC with Taxes, Change, and Prorate with the customer. Once the customer agrees, hit Enter.

NOTE: It is fraudulent to go past this point in the sale without the customer consenting to the new rate. Proceeding without explicit customer approval will result in disciplinary action up to, and including, termination.

5. Set the Status to Completed. Enter your sales number in the Installer box, then hit enter

6. Enter today's date in the Start Bill Date box, then hit enter

Make sure to enter the date without any slashes or special characters. For example, 10/03/20 should be entered as 100320

All Done!

Don't forget to leave notes on the account with what services you added, and for what price!

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