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ChemTreat Modem and Things Mobile SIM Replacements - Support Team Instructions
ChemTreat Modem and Things Mobile SIM Replacements - Support Team Instructions

ChemTreat Modem Millie Replacement Process & Things Mobile SIM Card Replacement Process

Updated yesterday

Scope

This set of instructions covers two items being updated at Chemtreat:

  1. Replacing a modem

  2. Replacing Things Mobile SIM cards for Telnyx and Kajeet

Chemtreat Ordering Process Information

Order Form

  • ChemTreat will fill out the order form and submit it.

  • The form submission will generate an entry on the ChemTreat ModemMillie Replacement Form Smartsheet.

  • The Smartsheet will send an email modems@Aquaphoenixsci.com to generate a Hubspot ticket.

Data Needed Review with Liam

APS Support - Hubspot Ticket – Acknowledge receipt of form submission and follow up when needed, order, mark site, set task.

  • Please note that ChemTreat has stated that they do not want to receive order verification or tracking information when the order is placed.

  • When the ticket appears in Hubspot, use the information from the submitted form to place an order for the SIM card or modem using the instructions provided in the document titled 117 – Creating a Standard Order. Please refer to the next step for additional instructions that apply to these replacements.

PROCESS

The process for creating a Sales order for both a modem replacement and a SIM Card replacement are very similar. All steps should be followed for each with exceptions for each being noted throughout the process.

Determine Shipping Location

  • Default location will be out of Hanover until modem inventory is depleted. We can then switch to Texas. It is entirely possible that Texas may ship a modem as Chemtreat requests come in.

Creating a Sales Order

  1. From ChemTreat Modem and SIM Replacement Smartsheet, identify the entry that you’re working on and select the ordering site that you used.

  2. From X3 Sales Process Map, select Fast Order

  3. When Sales Order screen is displayed, from right side menus select the "+" sign.

  4. Enter the following information

    1. Sales Site: S01 (if Hanover) / TX if Texas (if requested from Tx or California)

    2. Type: SON

    3. Sold To: C0248 = ChemTreat

      1. Notes dialog will open - simply close it

    4. PO Ref = CTIP Adress (or DC Number) all characters should be Upper Case

      1. example: CT 172.50.110.46

    5. Deliver Address = DROP

  5. From Right Side Panel, select Delivery Address

  6. Enter the Ship To Address which is found on the item identified on the ChemTreat Modem and SIM Replacement Smartsheet. Alternatively, it can also be found on the Intercom ticket for this modem replacement.

    1. On the ATTN: line enter Sales Rep and Contact phone Number

  7. Select OK button to close ShipTo Customer address window

  8. Scroll Down to Delivery section

  9. Enter the following info:

    1. Estimated Ship Date: select 3 days from today

    2. Updated Ship Date should match Estimated Ship Date

    3. Delivery Mode = GRN

    4. Carrier = FedEx

    5. Intercom = COL

    6. Billing Account = 485906363

  10. Scroll down to Lines

    The Part Numbers being used will depend upon the type of order being created.

  11. From Right Side panel select Header text

  12. When window opens hit Enter a few times to move prepopulated text down a few lines. Then enter the following:

    1. For Modem replacement enter the following:

      1. PRODUCTION: Replacing Modem Serial Number

        STICKERS: (Contoller SN / Location)

        ACTIVE SIM: Make Telnyx AT&T the active SIM

    2. For SIM Replacements, enter the following:

      1. PRODUCTION: Replacing SIM card in IP Address / Modem Serial Number

        STICKERS: New sticker with updated IP addresses

        STICKERS: Add QR Code sticker for Install Instructions

        SIM APNs: data00.telnyx / ne01.vzwstatic

  13. Close Header Text window

  14. Create the Sales Order by pressing the Check Mark in upper Right Panel

Intercom Ticket Update

  1. Convert item to Customer Ticket

  2. Add new Note: Enter Sales order number created (example SO12345)

  3. Snooze the ticket and set the date for three weeks so that it will reopen and let you know when it is time to deactivate the old SIM and one of the two SIM cards in the new modem

IMPORTANT Information that still needs to be formatted

  • When you receive the reminder for this task, refer to Part 4 of this document.

  • · Make a note that the order has been placed and the reminder has been set and move the ticket to waiting on contact.

  • Wait for the reminder to notify you that it’s time to check on the new modem and deactivate the old SIM card. When this occurs, follow the next steps.

  • APS Support - Deactivation of SIM cards. Set Signal Threshold Settings to 0 bars. Notify the rep which IP address will be used.

  • Note: The IP addresses associated with that modem can be found in the APS Modem Log. The Telnyx SIM and IP will be listed as a normal entry. The Kajeet SIM and IP will be listed in the notes.

  • Check to make sure that the new modem is online and is connecting without any problems.

  • Do this by entering the IP address followed by :8080 in your browser window and hit “enter.”

  • Example: 123.123.123.123:8080

  • f the modem is online, you’ll see the Pepwave login screen. If it is not online, you’ll receive an error message in your browser window. Usually, this message says that the IP address took too long to respond.

  • The Smartsheet will show the IP addresses used in Slot 1 and Slot 2. Try Slot 1 first and then if that fails try Slot 2.

  • If the modem is not online, stop here and email the following text to the rep. CC juliem@chemtreat.com.

  • MODEM REPLACEMENT E-MAIL – Use the text below.

  • -------------------

  • Hello,

  • While preparing to deactivate modem (modem IP or serial) at (location and controller serial number) we found that the replacement modem is not online yet. If the modem has been installed and requires additional troubleshooting please call 866-632-1291 or email us at modems@aquaphoenixsci.com and we’ll be happy to help.

  • Thank you,

  • After sending this email, set a reminder for one more week. When that reminder arrives, deactivate the old modem. ChemTreat has stated that they want no further warnings prior to shutting it down after week 4.

  • SIM CARD REPLACEMENT E-MAIL – Use the text below.

  • -------------------

  • Hello,

  • While preparing to deactivate the old SIM card for (modem IP or serial) at (location and controller serial number) we found that the replacement SIM card is not online yet. If the SIM card has been installed in the modem, and the APN has been changed, and it requires additional troubleshooting please call 866-632-1291 or email us at modems@aquaphoenixsci.com and we’ll be happy to help.

  • Thank you,

  • -------------------

  • If the new modem or SIM card is online, please continue with the following steps.

  • Modems:

  • Find the old SIM card in the APS log by searching for the original modem IP or serial number.

  • Go to the provider portal and deactivate the old SIM card.

  • In the Pepwave Modem settings, determine which SIM card the modem is using.

  • Username is admin

  • Password is Ch3mtr34t

  • Look at the WAN connection Status.

  • In this example you’ll notice that the modem connected to AT&T using IP address 64.16.244.47. Since that is a Telnyx SIM card, we will deactivate the SIM in Slot B.

  • Click on “Cellular.” This will open the WAN Connection Settings.

  • Scroll to Cellular Settings.

  • Uncheck the SIM slot that is NOT in use. In this case that is SIM B.

  • Go to Signal Threshold Settings and move the slider to 0 bars.

  • At the bottom of the screen click Save and Apply.

  • Go back up to WAN Connection Status and click on the IP address. This will open the details window.

  • Copy the ICCID of the SIM card in the slot that you turned OFF.

  • Deactivate the SIM card that is in the slot that you turned OFF.

  • If you uncheck Slot A you’ll be deactivating a Telnyx SIM card.

  • Log in to the Telnyx Dashboard and navigate the menus to Wireless>SIM Cards.

  • Paste the ICCID into the search field for SIM Card ICCID and hit Apply Filters.

  • Click on the SIM card that appears. (Important: Before proceeding. Make sure that the SIM card displayed on the Telnyx site matches the SIM card in the Pepwave Modem that we want to deactivate.)

  • Scroll down to “Settings.”

  • Change the status to Disabled and click Accept.

  • If you uncheck Slot B you’ll be deactivating a Kajeet SIM card.

  • Log in to the Kajeet Sentinel portal and navigate the menu to Manage Devices.

  • Important: Wait for the SIM card list to populate. In the Search bar paste the ICCID that we’re going to deactivate.

  • Click Suspend Device and then click Confirm Suspension.

  • You will receive a confirmation email once the suspension is complete.

  • In the APS Modem log, find the entry for the new modem and delete the ICCID and IP address that are not going to be used. The ICCID that is connected should be moved to the ICCID column if it was in the note’s column.

  • Email the following message to the rep.

  • -------------------

  • Hello,

  • The replacement process for (location and controller serial number) is now complete. The modem using (Old IP) has been replaced and your controller can now be accessed at (new IP:8585) for controller 1. You can use (new IP:8686) if there is a second controller.

  • If anything comes up that we can help with, please call 866-632-1291 or email us at modems@aquaphoenixsci.com and we’ll be happy to help.

  • Thank you,

  • -------------------

  • Make a note that the replacement process has been completed, and add the SO number to the note, then close the ticket.

Related Articles
Creating Orders for Replacement SIM Cards
Peplink Modems - Recovery of Faulty Cellular Modem Module
Things Mobile SIM Replacement & APN Change for Peplink Modems
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