How to place a New Service + Device order
Go to Service Management > Request > New Request > Add New Service > Start
1. Select the desired device. Filter for Carrier, Device Type, Storage → Add to Cart → Select Next.
2. Select any applicable accessories. Select Next.
3. Enter Area Code, find the device owner under Assign To, and enter the Speed Type in the Cost Center field.
4. Provide the shipping address, verify all details are correct, and select Submit on the next page.
5. The order then goes to vMOX for processing with the carrier.
How to place a BYOD New Service order
Go to Service Management > Request > New Request > Add New Service > Start
1. Filter for the Carrier you want to activate – AT&T, Verizon, or T-Mobile.
2. Filter under Device Type = BYOD and Add to Cart.
3. Enter details for the requested Area Code, device IMEI, and Speed Type (Cost Center) 4. For Request SIM, there are 3 options
• Request New SIM = Ship a new physical SIM card
• Use Existing = Use an existing SIM card you have on hand
o You will be required to enter the SIM # / ICCD
• ESIM = Activate the eSIM on the phone
5. Add a service address where the device will be used on the last page. It’s required to activate service.
6. Submit the order and then VMOx will work on activating the device with the carrier.
How to place an Upgrade order
Go to Service Management > Request > New Request > Upgrade Existing Device > Start
1. Search for the number you want to upgrade. Select the number, then select Next.
2. Select the desired device. Filter for Carrier, Device Type, Storage → Add to Cart → select Next.
3. Select any applicable accessories. Select Next.
4. Review the phone number, device, and cost center. Select Next.
5. Provide the shipping address, verify all details are correct, and select Submit on the final page.
6. The order will then go to vMOX for processing with the carrier.
How to place a Service Activation order (activate a spare device on an existing mobile number)
Submit this request when a user is not upgrade-eligible and a spare device can be activated on the user’s current mobile number.
1. Go to Service Management > Request > New Request > Service Activation > Start 2. Enter the IMEI of the device that needs to be activated.
3. Confirm the model of the device – iPhone 13, iPhone 14, etc. Select Next.
4. Search for the Mobile Number that has an activated spare device. Select Next.
5. Confirm the device details are correct.
o Assign To = device owner
o Cost Center = Speed Type
6. Request SIM has 3 options:
o Request New SIM = ship a new physical SIM card.
o Use Existing = use an existing SIM card you have on hand.
o You are required to enter the SIM # / ICCD.
o ESIM = Activate the eSIM on the phone.
7. Confirm the device's shipping address or service address on the final page.
8. This creates a ticket for vMOX to work on activating the device with the carrier.
How to place a Port order (switch carriers)
This order starts similar to an Upgrade – this
An example is porting from AT&T to T-Mobile.
Go to Service Management > Request > New Request > Upgrade Existing Device > Start
1. Search for the number you want to upgrade. Select the number, then select Next. 2. Unselect the current carrier by selecting Clear All on the Filters to the left, under Carrier. a. This will show AT&T and T-Mobile as the available carriers.
b. Select T-Mobile.
3. Select the desired device. Filter for Carrier, Device Type, Storage → Add to Cart → Select Next
4. Select any applicable accessories. Select Next.
5. Select Select a Device to confirm the device you want to order. You will receive a notification asking to confirm if you want to port/switch carriers.
6. Click on “Port Line” to proceed.
7. Provide the shipping address, verify all correct details, and select Submit.
8. The order then goes to vMOX for processing with the carrier.
How to place a Transfer In order (personal to corporate)
1. Go to Service Management > Request > New Request > Transfer Service > Start > Transfer In
2. Enter all the required personal account information:
o Phone number to transfer
o Current carrier, current account number, and PIN, account owner name.
o Also provide Account Username and Account Password if available
o Current account billing address
o Existing device IMEI and ICCID – if unknown, enter all zeros.
o Port to Carrier and Port to Account– enter the carrier and account # the phone number is transferred to UMass-Amherst.
3. Review all details and submit the order.
4. This request is only to transfer a phone number from a personal account to a corporate account. You can’t order a new phone at the same time.
5. You will receive a ticket # and be notified when the transfer is complete.
6. Once the number is transferred to the UMass-Amherst account successfully, proceed with placing a new Upgrade order to request a new device.
How to place a Transfer Out order (corporate to personal)
1. Go to Service Management > Request > New Request > Transfer Service > Start > Transfer Out. 2. Select the phone number that will be transferred.
3. Search for the employee name that will take over the number.
4. Provide a personal email address of the new owner (required).
5. Review and submit. The user will receive an email with the next steps to take over the phone number on a personal account.
Common Request Types
Initiate these through Service Management > Request > New Requests > Start on the desired request type.
International Travel
1. Identify and select the line/device that will be traveling. Select Next.
2. Enter Travel Dates – Depart and Return – and Country of Travel.
3. Enter expected usage patterns while traveling.
a. This determines what travel plan vMOX will use.
Cancel Line, Suspend Line
1. Identify and select the line/device that needs to be canceled.
2. Enter the requested Suspend/Cancel Date.
3. Confirm, add relevant notes to the order, and Submit.
Label Update and Speed Type Update (reassign line/device from one employee to another)
1. Initiate a Support Request, select Line Label Update under Type.
2. Provide the required information:
a. Mobile Number, new employee name the device will be assigned to, and Speed Type (cost center), if applicable.
3. This request type has a free-form text field where you can enter all the information needed to complete your request.
General Support
The Support request type allows you to submit a
variety of requests. Select the type of help
you need and be as detailed as possible in your
Assistance request.
• Device Return Label, New Device Setup
(activation), Report Lost Device, Broken
Device
• Phone Number Change, Voicemail Reset,
Unsuspend service, Reactivate Service