Transferring Starlink Terminals

Created by Corey Buchanan, Modified on Wed, 10 Dec at 4:17 PM by Corey Buchanan

NOC Standard Operating Procedure (SOP)

Title: Transferring Starlink Terminals

Owner: Network Operations Center (NOC)

Maintained by: Chris Horton, NOC Technician

Approved by: Corey Buchanan, IT Manager

Version: 1.0

Effective Date: October 13, 2025

Purpose:

To ensure a standardized, secure, and reliable process for transferring Starlink terminals into Microcom’s inventory, allowing for accurate tracking and activation under Microcom’s Starlink account.

Scope:

This SOP applies to all NOC technicians handling Starlink terminal transfers into the Microcom account. It includes coordination with customers, dashboard navigation, and post-transfer activation procedures.

Responsibilities:

NOC Technicians:

Verify that all required customer and terminal details are provided prior to initiating a transfer.
Guide the customer through the Starlink terminal transfer process.
Confirm successful transfer before proceeding with activation.
Record all actions and communication.

IT Manager:

Oversee the overall transfer and activation workflow.
Approve any exceptions, unusual transfer requests, or escalations.

Sales/Field Team (if applicable):

Provide complete and accurate terminal and customer information before transfer initiation.
Coordinate with the NOC for scheduling activation post-transfer.

Procedure

Pre-Transfer Checklist

Before starting the process, confirm that the following information has been collected:

Desired terminal name
Kit Number (KIT #)
Customer’s selected service plan
Customer location
Dashboard access preference
Work order number

Transfer Steps

Step 1: Customer Login

Instruct the customer to log into their Starlink Dashboard using their account credentials.

Step 2: Select Terminal

Have the customer select the terminal they wish to transfer from their active devices list.

Step 3: Cancel Subscription

Direct the customer to cancel their existing Starlink subscription:

Click Manage next to the terminal.
Select Cancel Service and follow the prompts.
The system will present a short questionnaire — instruct the customer to proceed through all steps.

Step 4: Initiate Transfer

After cancellation:

Instruct the customer to scroll down and locate the Transfer button.
Have them click Transfer and complete the additional prompts.
When prompted for a transfer recipient, they must enter:
NOC@microcom.tv

Step 5: Confirm Transfer Completion

Once the transfer is complete, the terminal will appear in Microcom’s inventory within the Starlink dashboard.

Verify the kit is visible and assigned correctly under Microcom’s account.

Step 6: Proceed with Activation

After confirming the terminal transfer, follow the Standard Activation SOP using the pre-transfer checklist information.

Escalation Path

If issues arise during or after the transfer:

Senior NOC Technician – Review and validate the issue.
IT Manager (Corey Buchanan) – Approve escalation or further troubleshooting.
Starlink Support – Contact only with IT Manager approval.

Documentation & Logging

All transfer and activation activity must be documented.

Each record should include:

Date and time of transfer
Customer name and contact information
Kit number (KIT #)
Service plan
Technician name
Actions taken and confirmation of activation

Tag recurring issues (e.g., region-based errors or duplicate transfers) for trend analysis.

Notes

Always verify that all pre-transfer information is collected before initiating the process.
Cancellation does not complete the transfer; the customer must complete the Transfer step manually.
Do not modify or activate a terminal until transfer completion is confirmed in the Starlink dashboard.
Retain all customer communication and transfer confirmations in the ticketing system for record-keeping.

Revision History

Version

Date

Description

Updated By

1.0

October 13, 2025

Initial SOP Creation

Chris Horton