This FBI alert may occur when the Foxtel Modem has not yet been added to the RMS subscription or has been added to the wrong or multiple accounts.
1. Confirm with the customer the Foxtel Hub Serial Number found at the back of the Modem. Note: The Foxtel Hub 2 Serial number consist of 13 characters beginning with the number 4. The Foxtel Hub 3 Serial number consist of 12 characters beginning with the letter M.
2. Check the 'IDM' section of FBI to see if the Serial number exist
3. If the number does not exist raise a Helpdesk ticket using the 'Manually ConfigureD Hubs' to request the Serial Number be added to RMS
4. Continue to the next step