Procedure - modify order - changes to Set Top Boxes

Contents

1. Description
2. Rules
3. Tasks

1. Description

This procedure describes how to change the equipment type that will be installed. 

When
This procedure is used when the:

• original order has equipment listed on it
• equipment type needs to be changed.

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2. Rules
Account holder or cosigner only
Only the account holder, or a cosigner, can request to change monthly channel options.

Upgrade fees apply
The customer must be made aware of the costs they will incur (if any) by changing the equipment on the order.

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3. Tasks

1. Change equipment

2. Review and confirm

1. Change equipment

1. Select Orders from the Account Summary screen to display the Order screen. 

For changes to...	then...
Multiroom	to add, go to Procedure - add a Multiroom to an open order to remove, go to Procedure - remove a multiroom from an open order
Upgrade or swap (Swapping is changing equipment type without upgrade) STB model on existing order	Select required order continue this task.
Downgrade STB type on an open order	Cancel whole order and create again. End of Procedure.

See below for suggested scripting when your customer is connected to the internet.

IP connected iQ5
"Our iQ5 works best when it's connected to the internet - you do require a minimum speed of 3mbps in order to get the best iQ5 experience. When the iQ5 is connected to the internet you will get access to great features like Start Over, Lookback, Trending, Suggested & On Demand - where you can download movies, TV shows and series to watch any time! The interface also displays images of the programs you are watching or have recorded.
 
See below for suggested scripting when your customer is not connected to the internet.

Non IP connected iQ5
"If you're not connected to the internet, you'll still be able to watch live TV as well as pause, rewind, series link and use the 1TB of recording space, however some of the functionality and look of the box will be restricted. This means you won't have access to Start Over, Lookback, Trending, and Suggested. You'll still be able to purchase Main Events however you won't be able to rent or download anything via the Store on On Demand. 
The interface is most appealing when the box is connected to the internet and without it, the images are replaced with blank tiles. 
Are you still comfortable to go with the iQ5?"
 

2. From the Open Order, choose (there may be more than 1 service order with Set Top Box components, for example, Move Service will have a service order for each set of equipment) service order with required components.

Note: Cannot find right service? If there was no change to the equipment on the original order, it will NOT have a service order for the equipment.  Example: An upgrade to the primary Set Top Box will not create a service order for the multiroom. The Agent, therefore, cannot modify the multiroom equipment on that order.
 

3. Select Modify. The Change Options screen will appear.
4. Find the selectable equipment from the Equipment tab.

Note: Non-selectable equipment will be blanked out. If you are modifying the wrong service order, select Cancel and find the service order with the correct equipment.

5. Click   to expand the unit. For a list of possible changes, see below.
6. Set the required updates.

To...	then...
Upgrade unit type	From dropdown on upgrade Select required Model Select Upgrade
Clear selections (to make all options re-selectable)	Select Keep current box
Add No Functionality	Select Downgrade to No Functionality

7. Select Review Order to display Review Order screen.
8. Go to task 2.

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2. Review and confirm

1. Update any required customer details from the Review Order screen.

Note: Installation method will not be available for change.

2. Click Confirm Order to display the Order Confirmation screen.
3. Read the Change Summary to the customer.
4. Complete the order:

• With a confirmation email, select Complete and Send Email 
• Without sending a confirmation email:
  • Check Email Opt-out  
  • Select Complete without Email

Note: If the customer does not have an email address listed, Complete without Email will be the only option displayed. 

A Request successful message will display.

5. Select OK. The Account Summary screen will display.

End of Procedure.

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