Purpose

Provide a clear, repeatable process for deactivating modems and SIM cards while ensuring accurate records, proper customer communication, and billing integrity.

When Deactivation Is Permitted

Modems or SIM cards may be deactivated under the following circumstances:

A customer requests deactivation.
A stray SIM is discovered.
The responsible billing party cannot be identified.
Non‑payment, after deactivation is approved by an APS Manager or Executive.

Note: Manager/Executive approval is required only for non‑payment scenarios.

Prerequisites

Access to Monday.com (APS Modem Log)
Access to the relevant carrier portal (Kajeet, Telnyx, Things Mobile, AT&T, Rogers)
Access to Intercom
Access to InControl2 / RMS (for Flight modems)

Standard Deactivation Workflow

1) Identify the Modem & SIM

Locate the modem in Monday.com → APS Modem Log.
Copy the SIM ICCID.
Determine the carrier using the APN (reference the APN list).

2) Deactivate at the Carrier

Search for the SIM in the appropriate carrier portal and follow the provider‑specific action below:

Kajeet → Suspend the SIM
Telnyx → Disable the SIM (Do not ever reactivate a Telnyx SIM)
Things Mobile → Click Disconnect (pause icon)
AT&T → Contact the individual currently handling modem renewals. Proceed only after deactivation is confirmed.

After carrier action is completed, continue to Step 3.

3) Update APS Modem Log (Monday.com)

Note: Use the Deactivation Tab available on each Monday board. This limits the available columns making it easier to update the required data.

In Reason for Deactivation or Suspension, select the appropriate value from the dropdown.
In Deactivation or Suspension Notes, enter:
- Ticket number
- Any relevant context needed for future lookup or reactivation
Change the Billing amount to $0.00
Update the Cancelled Date

4) Customer / Accounting Communication

Update the Intercom ticket confirming that deactivation has been completed.
Notify the customer or Accounting, as applicable.

Additional Steps — Flight Modems ONLY

If the modem is part of the Flight program, complete the following:

A) Remove Device from Management Platform

Go to:
- InControl2 (Peplink modems), or
- RMS (Teltonika modems)
Search for the modem.
Delete the modem from the platform.

B) InControl2 License Deactivation (Peplink)

Log in to 1SimplePhone.
Create a ticket for “1SimpleConnect Support.”
Ticket details:
- Subject: Deactivation
- Message: Request license deactivation and include the modem serial number.
Update the Intercom ticket noting that the InControl2 license deactivation has been requested.

SIM Hold & Follow‑Up Policy

Add a note to the Intercom ticket stating:

> “SIM ICCID has been suspended for 3 months.”

Snooze the Intercom ticket for 3 months.

At 3‑Month Reopen

Kajeet SIMs: Email support@kajeet.com requesting full deactivation, including the SIM ICCID.
Telnyx SIMs: Do not attempt reactivation. Once deactivated, Telnyx SIMs remain permanently deactivated.

Open Item: Define ownership and cadence for the 3‑month review to ensure suspended SIMs are fully deactivated if not reactivated.

Key Guardrails

Always document who requested deactivation and why.
Never leave a Flight modem active in InControl2/RMS after SIM deactivation.
Ensure billing alignment by completing Monday.com updates before closing the ticket.