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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 this week

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
        ​ Add Controller serial/Location

        Add QR Code 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

  • Task Instructions: Modem and SIM Card Replacement Process

    Initial Steps:

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

    2. Document the following actions:

      • Note that the order has been placed.

      • Confirm that the reminder has been set.

      • Move the ticket to "Waiting on Contact."

  • Reminder Notification:

    • Wait for the reminder to notify you that it’s time to check on the new modem and deactivate the old SIM card.

    • When the reminder occurs, follow the steps below.

SIM Card Replacement Email Template:

Subject: Replacement SIM Card Not Online

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 but still requires troubleshooting, please call 888-455-6641 or email us at modems@aquaphoenixsci.com, and we’ll be happy to help.

Thank you,

Modem Replacement Email Template:

Subject: Replacement Modem Not Online

Hello,

While preparing to deactivate the old modem for (modem IP or serial) at (location and controller serial number), we found that the replacement MODEM is not online yet.

SN: (SN)

IP SIMA: IP A

IP SIMB: IP B

If the modem has been installed but still requires troubleshooting, please call 888-466-6641 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

Deactivate the Old SIM Card:

  1. Find the old SIM card in the APS log using the original modem IP or serial number.

  2. Access the provider portal:

    • For Telnyx SIM cards:

      • Navigate to Wireless > SIM Cards in the Telnyx Dashboard.

      • Search by ICCID, and disable the SIM card.

    • For Kajeet SIM cards:

      • Navigate to Manage Devices in the Kajeet Sentinel portal.

      • Search by ICCID, suspend the device, and confirm suspension.

Update Modem Settings:

  1. Log in to the Pepwave modem using:

    • Username: admin

    • Password: Ch3mtr34t

  2. Check the WAN Connection Status to confirm the SIM slot in use.

  3. Go to Cellular Settings:

    • Uncheck the unused SIM slot.

    • Adjust Signal Threshold Settings to 0 bars.

    • Save and Apply the settings.

  4. Deactivate the unused SIM card using the ICCID.

Update APS Modem Log:

  • Remove ICCID and IP details of the old SIM card.

  • Move the active ICCID to the appropriate column.

Final Email to Rep

Subject: Replacement Process Complete

Hello,

The replacement process for (location and controller serial number) is now complete. The modem using (Old IP) has been replaced. Your controller can now be accessed at:

  • (new IP:8585) for controller 1

  • (new IP:8686) for controller 2

If you need further assistance, please call 888-455-6641 or email us at modems@aquaphoenixsci.com.

Thank you,

Final Actions:

  1. Note that the replacement process is complete.

  2. Add the SO number to the note.

  3. Close the ticket.

Related Articles
Creating Orders for Replacement SIM Cards
Things Mobile SIM Replacement & APN Change for Peplink Modems
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