Modem Transfer of Billing Responsibility
When a customer contacts us to let us know that they are taking over a site with a modem that was previously owned by another company, we must follow the following steps in order to protect our customers and prevent liability.
It is very important that we never divulge the names of the people or companies taking over the site or relinquishing that information to the other company.
If the modem that they're taking control of has already been canceled:
Re-enable/Reactivate the SIM card or send a new card based on the APN set in the modem (this is listed in the APS Log).
In the APS Modem Log change the name and X3 number of the previous company to the company that is taking over.
Change the renewal date to the next available renewal date. This will be the first day of the month, two months from now. So, if today is 5/13/24. the next available renewal date is 7/1/24.
Change the Direct Connect links if applicable. (See DC Link guide below.)
If the modem that they're taking control of is still active:
Send this form to the company that is taking over the site. Give the contact the ticket number as the reference number. Modem Transfers - Acceptance of Renewal Billing
Send this form to the company that currently owns the site. Give the contact the ticket number as the reference number. Request for Modem Billing Transfer
When the forms are filled out, Smartsheet will create a conversation in Intercom. Mark it as a duplicate.
After both forms have been filled out, go to the APS Modem Log and change the name and X3 number of the previous company to the company that is taking over.
Change the renewal date to the next available renewal date. This will be the first day of the month, two months from now. So if today is 5/13/24. the next available renewal date is 7/1/24.
Change the Direct Connect links if applicable. (See DC Link guide below.)
There may be situations where the previous water treatment company refuses to cooperate but the facility where it is installed is asking us to make the change. Please escalate this to Tier 2 support or a trainer and they will review the case with a manager.
Email templates:
Person taking it over:
Hi _______,
Please fill out the transfer form at this link, Modem Transfers - Acceptance of Renewal Billing , and use reference number _____ . As soon as we've received your form, and the transfer form from the original account holder, we'll be able to start the transfer process. This process may require programming for the modem and controller. We'll let you know if we need more information or if we need onsite troubleshooting. Please note that controller account management and passwords must be handled by the controller manufacturers. Our tech support team at tech@aquaphoenixsci.com can help with email setup once the controller can be accessed.
Former water treater:
Hi _______,
We've been informed by another company that they are taking over a site that uses modem(s) ____(list the IPs or serials and add locations if possible)____ . Our policy is to check with the current account holder to make sure that this information is accurate. If it is, please fill out this form to transfer renewal billing from your company to the one that will be maintaining the site. The reference number is _________.
Thank you!
Changing the DC Links.
In Direct Connect.
Search for the modem by serial number.
Make sure that it is a correct match and not a false match.
Find the controller or controllers associated with this modem.
Open a second tab showing the same devices. You will use this to copy/paste information from the old controller link to the new one that you're about to create.
On your second tab, click on the DC link. (Screenshot pending)
Login will be Root/Admin or admin/(last 8 numbers in the url prior to .mmillie.net) or admin/860Gitts or your username and password.
Create a new link by clicking on the plus sign. (Screenshot pending.)
Change the name to Serial number-controller1a or 2a etc. (screenshot pending)
Find the correct domain in the I drive (path and screenshots pending)
Copy the domain into the domain line in the dc page. (screenshot pending.)
Change the device IP address to the correct IP to access that controller. Examples 192.168.50.5, 192.168.50.6, etc.
Click save.
On your first tab, copy the device serial number.
On the second tab, go back to devices and search for the first 8 characters of that serial number. This should ring up the old links, DC, and admin, plus the new controller link. Click the gear on the old controller link.
Add the serial number to the serial number field.
Add the company name and C# to the Site field.
Click Save.
Go to the DC link again.
Click the minus sign on the old controller to remove the link from the DC list.
Go back to devices.
You should now be able to delete the old link. Click the trash can to delete it.
Open the new controller link and copy the URL.
Record that URL in the notes for your ticket and send it to the customer who will be using it.
Further troubleshooting if needed should be handled like any other ticket.
Final steps
Fill out the modem serial numbers on the Modem Transfers form.
Enter your initials in the Approved By column of the Modem Transfers form.