1. Description
Follow this procedure to remove a Foxtel Service from a Bundled Customer.
When
A customer with a Foxtel Bundled service calls to remove a Foxtel service.
Top Note: Authorised representatives are not available on Broadband/ Home Phone accounts since the introduction of multi-factor authentication. Only account holders can handle all aspects of these accounts.
2. Rules
Account holder only can disconnect
Only account holder (authorised contact do not have permission to disconnect account) can request to disconnect an account or service. Exception: If the account holder is not contactable, a statutory declaration can be provided, or a non-authorised contact can disconnect if account holder is deceased).
Disconnection allowed with overdue balance
A disconnection order can be raised on an account with an overdue balance.
Deceased Estates
(Bundled accounts only) An authority form requesting disconnection for a deceased estate is required. Direct caller to Foxtel website, search 'Bereavement'
- supporting documentation is not required (example: Death certificate. No Authority form is required (an authority form is required for Home Phone and Broadband accounts)).
- caller does not need to be an authorised contact.
30 day maximum for disconnecting
CORE only allows HP (Home Phone) or BB (Broadband) disconnection within a 30 day period. Any date outside 30 days will be unavailable. Customer should call back closer to required disconnection date.
Customer moving to another provider
If customer is transferring home phone or Broadband service to another provider, they must contact their preferred provider to arrange connection.
Note: nbn requires Foxtel to provide customers with their Access Virtual Circuit Identifier (AVC ID) to ensure the correct Broadband service is transferred when switching providers or moving locations. The AVC ID uniquely identifies the nbn service.
Customer wants to keep phone number
If transferring to another provider they must contact them first to keep their (the new provider will transfer number over first) number.
OR
If account holder deceased, a change of account holder is required.
Disconnection must be on billing cycle date
Service disconnections must take place on customers' billing cycle.
Exceptions:
| If... | then... |
|---|---|
|
death of account holder or Fire or Natural disaster |
choose ASAP for immediate disconnection. |
| service move | select last day at old address. |
3. Locate AVC ID
You can locate AVC ID the following ways:
1. CORE: The AVC ID is visible on the Account Summary screen, under the Broadband tab within the change option.
2. Kenan (ViVA): The AVCID is available on the 'Internet service identifiers' screen.
3. FBI Tool: The AVC ID is available in the 'Kenan Account' section, and it is labelled as Username.
4. MESH: AVC ID is available under the 'Access Details' section of MESH upon entering an account number, Broadband ID, or PMV number.
Note: The AVC ID is only visible if the customer has an active Broadband service.
5. My Account: Customers can access their AVC ID under My Package - Broadband once they log in to My Account.
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4. Tasks
1. Discuss disconnection
If account holder is deceased
The caller must complete and return a Deceased Estate Transfer/Cancellation Form found on the Foxtel website.
Advise the caller to;
- go to www.foxtel.com.au and click search in top-right corner
- search 'bereavement form'
- click the link under Fill out the Form and follow the instructions.
If the caller cannot download the form, see below.
Send Deceased Estate Transfer/Cancellation Form
If the caller cannot download the Deceased Estate Transfer and Cancellation Form from the Foxtel website, a copy of the form can be sent to them by email or post.
Email foxtelformdontreply@foxtel.com.au with the following information:
<Subject: Deceased Estate Transfer and Cancellation Form>
- Account number:
- Account name:
- Name of Estate Representative:
- Estate Representative contact phone:
- How is form to be sent? (Choose email or postal):
- Email address:
- Postal address:
To disconnect Bundled account
From Account Summary screen, Check contract Period.
| If... | then... |
|---|---|
| Contract has expired | continue below |
| Contract is active |
Advise Customer:
|
To Keep Phone number
| Advise the customer |
|---|
(TV and Broadband services can be disconnected) |
To continue with Disconnection.
| If disconnecting... | then... |
| Home Phone + Broadband | Go to task 2 |
| Home Phone standalone | Go to task 2 |
| Broadband standalone | Go to task 3 |
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2. Disconnect Home Phone service
Home phone service is to be removed.
- From Account summary screen, select Change Options screen displays.
- Select Phone tab.
- Select dropdown menu from Phone options.
- Select Disconnect Home Phone window displays.
- From Reason, Select Reason for disconnection
- Leave Slam Reversal un-ticked- only BPS Team use this tick box. (SLAM Reversal: Reversing an unauthorised transfer of a phone service to Foxtel.)
| If... | then... |
|---|---|
| ETF (Early Termination fee, applicable if customer is cancelling service during their contracted period. Please see TL if you feel this should be waived.) applies | leave Waive Early Termination Fee box unchecked |
| ETF to be waived | select Waive Early Termination Fee box |
- Select Confirm.
This service has a pending disconnect request.
| If service is... | then... |
|---|---|
| nbn | Go to task 3. |
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3. Disconnect Broadband service
Broadband service is to be removed.
- From Account Summary screen, select Change Options screen displays.
- Select Broadband tab.
- From Broadband dropdown menu, select Remove Service. Broadband Disconnect service window will display.
- From Reason, select Reason for disconnection.
| If... | then... |
|---|---|
| ETF applies | leave Waive Early Termination Fee box unchecked: |
| ETF to be waived | select Waive Early Termination Fee |
- Select Confirm
- Select Review Order
See below for what to do if Mandatory field warning displays.
Mandatory field warning
If a mandatory field warning displays:
Ask customer for either:
- mobile phone number.
- email address.
If customer has neither, see below.
Customer Detail workaround
In email field:
- Type no-email@Foxtel.com.au
- Update customer details
- continue the order
After order is complete:
- Open Update details.
- Delete email address no-email@Foxtel.com.au
- Select Update details.
Return to Task.
Go to task 4.
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4. Confirm order
- Confirm request date.
| If... | then... |
|---|---|
| Disconnection is due to fire or natural disaster | date off is ASAP (Immediate disconnection is required) |
| Disconnection is due to any other reason | date off is billing cycle date. |
- Select Confirm Order. Order Confirmation screen will display.
- Read Change Summary to customer.
- Complete order.
| To complete order with sending a confirmation email | To complete order without sending a confirmation email |
|---|---|
| Select Complete and Send Email |
|
- A Request successful message will display; select OK
End of procedure.
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