Procedure - order or replace a WiFi Extender

Contents

1. Description 
2. Rules
3. Tasks

1. Description

Follow this procedure to order or replace a WiFi Extender in CORE.
 
When
Follow this procedure when:

• troubleshooting indicates that a WiFi Extender is needed to improve black spots in a customer's home
• troubleshooting indicates that a WiFi Extender is needed due to a weak WiFi connection to a customer's iQ5, iQ4 or iQ3
• a customer wants to connect their iQ2 or iQ1.5 to the internet and their modem is in a different room.

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2. Rules
Do not proactively sell WiFi Extenders
You must only offer a WiFi Extender to customers when troubleshooting has indicated it is appropriate, or as an alternative to a PLA.
 
WiFi Extenders have a 24 month warranty
A faulty WiFi Extender can be replaced under warranty within 24 months of purchasing if:

• it was purchased from Foxtel
• the order or CI note from the purchase can be found in CORE.

Note: Replacing a WiFi Extender does not re-start the warranty period.

 
WiFi Extenders are supported during the warranty period
Foxtel must support customers with a WiFi Extender for the duration of the warranty period, even if the account is disconnected.
 
FfT customers cannot order a WiFi Extender from Foxtel
Foxtel from Telstra customers cannot order a WiFi Extender from Foxtel and must speak to Telstra to order a WiFi Extender (for transfer information, see FoxPages directory - general information and specialist support).

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3. Tasks

1. Order a WiFi Extender
2. Confirm the order

1. Order a WiFi Extender

1. In CORE, on the Customer details screen, check the customer's account type.

If...	Then...
the customer is a Foxtel Residential customer (Including VIP and courtesy customers)	continue below.
the customer is a FfT (Foxtel from Telstra) customer	Advise the customer they will need to purchase a WiFi Extender from Telstra. Transfer the customer to Telstra (for transfer information, see FoxPages directory - general information and specialist support).

2. On the CORE side menu, click Accessories.
3. Select the customer's STB from the Account Level drop-down list.
4. In the Choose from these extras field, scroll down until you find Home Internet.
5. From the Home Internet drop-down list, choose the WiFi Extender option as shown below.

If...	Then...
the WiFi Extender is being replaced under warranty	select WiFi Ext. EX6150 (Warranty Replacement) and continue below.
the WiFi Extender is not being replaced under warranty	select WiFi Ext. EX6150 and continue below.

6. Click the Plus symbol to add the WiFi Extender to the order.
7. Click Submit Order.
8. In the Delivery Address pop-up window, select either the Service Address or Billing Address.

Note: If the customer wants their WiFi Extender delivered to a different address, enter it in the Preferred Delivery Address section.

 

9. Click Continue.

Go to task 2.

2. Confirm the order

1. Read the Change Summary to the customer and confirm whether they wish to proceed with the order.
2. Select the Script read and customer consent received radio button.

Note: If you are unable to read the scripting or send the email, select the Script not read or consent not received and email not sent because radio button and select the appropriate reason from the drop-down list.

 
3. Click Complete and Send Email.
4. Click OK to return to the Account Summary screen.

End of procedure.

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