Flight Customer Journey Roadmap
Flight Customer Journey Roadmap
Purchasing
Purchasing
How do I order a Flight Modem
How do I order a Flight Modem
Verify Part # using the Flight Part Number Selection Tool (See What is the Modem Part# below))
All orders should include a:
Modem HW part number and
Data Plan Part number
Submit request to orders@aquaphoenixsci.com
If unsure as to part number, contact Austin Sharp or Ron Parks for confirmation and provide output from Flight Part Number Selection Tool for continuous improvement.
Special Handle Situations
Special Handle Situations
No Active SIM on Modem Shipment
CH20 and Water One are two Examples
Monthly Billing request rather than Yearly
Requires special part# indicating Monthly renewals rather than the standard Yearly renewals.
What is the Modem Part #s, Data Plan Part #s and Costs
What is the Modem Part #s, Data Plan Part #s and Costs
Access the Flight Part Number Selection Tool
If you do not have permissions, contact Ron Parks.
The part numbers listed here are the default part numbers. Some customers get different Part numbers and pricing dependent upon location and fleet size. See Ron Parks if unsure of part number selection.
Modem Installation (Getting Started)
Modem Installation (Getting Started)
Modem Installation
Modem Installation
Modem Installation and General Controller Setup:
What does a Perfect Install look like?
What does a Perfect Install look like?
Device added to Flight Dashboard and communicating (Green icon)
Device is properly named
Device is tagged with Renewal date and controller Manufacture at a minimum
Device physical Location entered on Location Tab
Controller link has been created and controller is Reachable (green)
Controller name has been updated to include the controller SN
Controller is tagged with Make and Model of controller
Modem FW has been updated to current version
Modem Reboot policy set based on Time zone
Notifications setup for Offline modems
At least one customer user added to Flight Platform
QR Code has been scanned, and customer has updated the install information
Customer Activation QR Form
Customer Activation QR Form
Scanning the QR code on the inside of the modem lid
Controller Setup by Manufacturer
Controller Setup by Manufacturer
APS modem configuration and settings are designed to connect to any compatible controller. However, the controller’s Ethernet settings must be updated to enable modem access. The links below guide you through the process.
Advantage Megatron Controller Setup:
Walchem (Intuition and W-Series):
ProMinent Aegis II:
Pulsafeeder EX Controllers:
These controllers are not designed to be accessed locally through a standard web interface. Because the controller does not host or output its own webpage, Flight RMS cannot generate remote access links to it. Instead, these controllers are designed to connect to Pulsafeeder’s cloud platform, PULSAlink, which serves as the primary interface for remote monitoring and control. As a result, any browser-based access must occur through PULSAlink rather than through a direct connection to the controller itself.
Controller E-Mail Reporting Setup
Controller E-Mail Reporting Setup
WalChem:
Modem Operation
Modem Operation
Antenna Options
Antenna Options
Billing and Renewal
Billing and Renewal
End-of-Life
End-of-Life
General Education
General Education
What does Flight Onboarding Look like
What does Flight Onboarding Look like
When a customer purchases a modem for the first time (Greenfield) or if the decide to upgrade their current fleet to Flight (Brownfield), here is what the customer can expect to begin the journey.
How do I know a Cellular Modem will work
How do I know a Cellular Modem will work
Flight is plug-and-play in most North American locations because it ships preconfigured with a Kajeet smart SIM that uses a single APN and automatically connects on Verizon, then AT&T, then T-Mobile. The main risk isn’t coverage—it’s installation in signal-blocking environments (sealed concrete/metal rooms, underground areas, etc.). If signal is weak, we can perform a site survey to identify the best antenna location and, in rare cases, lock the modem to a specific carrier/tower/band for the most difficult installs. For international sites, we match a country-certified Teltonika router with the appropriate Kajeet SIM/APN configuration to ensure a successful plug-and-play connection.
AquaPhoenix can help by:
1.Quick on-site signal check (fastest)
Before final mounting, do a quick check near the intended location:
Confirm there is at least a stable cellular signal where the modem/antenna will live.
Cell tower visibility check (planning support)
We can use the CellMapper web application to better understand:
nearby towers
Likely carrier coverage in that area
This can help set expectations and reduce installation guesswork.
Site survey support (best for challenging installations)
If your location is difficult (e.g., below grade, heavy shielding), we have a site survey tool that helps identify the best antenna position to capture a reliable signal—even if the modem itself must remain in a less ideal area.
Other option which are rarely used include:
Advanced optimization (rarely needed)
In the most difficult environments, we can configure the modem to “prefer” or “lock” onto:
a specific carrier
a specific tower
a specific band
This approach is only recommended in edge cases because it can reduce the modem’s ability to automatically switch to a better network if conditions change.
International locations
For international deployments, we improve plug-and-play success by matching:
a Teltonika router certified for the target country
the correct Kajeet SIM/APN configuration for that country/region
This pairing helps ensure the modem/router is compliant locally and optimized for connectivity
Top 5 Reasons Modems Fail & Solutions
Top 5 Reasons Modems Fail & Solutions
Modem Placement (40%)
Modem/Antenna placement
General Cellular Coverage in the Area
Antenna Problems (5%)
Not installed or not tightened
Cable/Coax issues on extensions
Not properly grounded
Power Issues (40%)
Outlets
Cabling
SIM Provisioning (10%)
Activation
APN issues
LEDs are on but SIM not connecting
Network-side Issues (5%)
Network congestion
Interference (Noise)
Carrier behavior
SUMMARY: Modems can fail to connect for many reasons, but the same common issues tend to repeat from site to site.
AquaPhoenix has the tools and expertise to diagnose these scenarios quickly and recommend a path to reliable connectivity, whether that’s a simple adjustment (relocating the modem or antenna, verifying power and cabling, confirming registration) or, in more challenging environments, a more robust solution. In rare cases, achieving dependable service may require a modest capital investment—such as extending or relocating an external antenna to a location with stronger cellular signal—to ensure consistent performance.
Diagnosing a Poor Cellular Signal
Diagnosing a Poor Cellular Signal
If you are experiencing connectivity issues, most Flight modems are equipped with a Kajeet SmartSIM. This allows us to switch your modem between the three largest US cellular carriers: AT&T, Verizon, and T-Mobile. Which enables us to find the strongest signal in the modems area.
We also provide a range of antennas, signal boosters and mounting options to help improve the cellular signal to your modem. Refer to the chart below for what can be purchased through us.
Top 5 Reasons Controllers Fail to Send Data & Solutions
Top 5 Reasons Controllers Fail to Send Data & Solutions
IP/Subnet Mismatch
Still at factory reset
Modem/Controller mismatch
DHCP Enabled (or wrong gateway chosen)
Webserver setting not enabled
HTTPS vs HTTP
Physical Ethernet Link Problem
Bad/loose cable
Bad Ethernet card or LAN port
Walchem Fluent / Live Connect not enabled
Network congestion
Interference (Noise)
Carrier behavior
Outbound Ports/DNS Blocked
Modem/Antenna placement
General Cellular Coverage in the Area
Edge Case: Firmware/ version compatibility
Upgrade FW
If you have any questions or need additional assistance, please contact Customer Success at (888) 455-6641