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Procedure - send a CAS hit

Contents


1. Description
 
Follow this procedure when a customer is experiencing broadcast issues due to a stalled order, or when a service has been disconnected early due to a move home order.
Important: For the purposes of sending a CAS (Conditional Access System) hit, 'NDS' in the CAS tool includes iQ2, iQ3 and iQ4 STBs (Set Top Boxes).
 
When
Follow this procedure when all Zendesk troubleshooting has been completed and a CAS hit is required to resolve a broadcast issue.

Identifying a CAS hit
You can identify if the customer has had a CAS hit on their STB in the following ways: 

  • Channel Access: If the CAS hit has been successful, customers will have access to all SD (Standard Definition) Foxtel channels (this does not include special interest channels such as RAI or Antenna).
  • Recording Errors: customers on a CAS hit will have no recording functionality and will see errors when they attempt to record channels or use live pause/rewind.
  • SD Channels Only: customers on a CAS hit will only have access to SD channels even if they have the HD channel pack on their account.

If an STB receives a CAS hit due to a stalled order, then the CAS hit clears (and the customer's normal service is restored) once the order is completed. Stalled orders typically take 24-48 hours to be pushed through to completion by IT. 

Who
This procedure is for Level 2 Technical Support agents only.

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2. Rules
Only accounts with assigned inventory placeholders
CAS (Conditional Access System) hits can only be sent to an account with equipment assigned to the inventory placeholders.
 
CAS hits cannot be sent to business accounts
For business accounts, you will need to advise your Team Leader to submit a Service Portal ticket for the account.
 
Do not send a CAS hit to a friend, relative or family member
Any agent sending a CAS hit to an account held by a friend, relative or family member may incur disciplinary action.
 
Service Portal ticket must be sent before a CAS hit
Before a CAS hit has been sent, you must complete and send a Service Portal ticket to clear any stalled orders in the system.
 
Accidental CAS hits must be escalated to the IT Helpdesk team
If a CAS hit has been sent by mistake, you must call the IT helpdesk to override the CAS hit.

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3. Tasks


1. Log a Service Portal ticket

  1. Go to the Service Portal.
  2. Click "I have an issue".
  3. Select Business Unit as Foxtel.
  4. From the Business Service drop-down list, select "Kenan - Order"
Note: Your name will automatically be populated in the Open on behalf of this user section. 
  1. In the Details enter your location - the Desk # and Street Name or (Melbourne, Sydney, Robina, etc.) field.
Note: If you don't know your desk number or street name then enter your site name, e.g. TP or CCI.
  1. In the Details enter your location - the Desk # and Street Name or (Melbourne, Sydney, Robina, etc.) field.
Note: If you don't know your desk number or street name then enter your site name, e.g. TP or CCI.
  1.    Complete all of the required fields.
Note: The required fields have a red asterisk (*) next to them. You can't submit the ticket until the required fields are completed.
  1.   Click Submit. The Service Portal will automatically send you a confirmation email with a link to your ticket.
Important: Agents must complete and send a Service Portal ticket to ensure that any stalled orders in the system are cleared. This will ensure that the customer's service functionality and package is restored.

Go to task 2.

2. Send a CAS hit
  1. Open http://foxtools/Pages/CASHitTool.aspx 
  2. In the Order Entry Form, enter the customer's sim card number into the Smart Card field.
  3. In the Postcode field, enter the customer's service address postcode.
  4. In the Customer Type drop-down list, select Res.
  5. In the Satellite / Cable drop-down list, select the correct platform (Cable or Satellite) type.
  6. Determine the customer's CAS Type and STU Type.
If... Then...
the customer has an NDS STB (An NDS STB includes iQ2, iQ3 and iQ4 STBs.)

In the STU Type drop-down list, select NDS.

 

Continue below.  
  1. In the Account Number field, enter the customer's account number.
  2. In the STU Number field, enter the customer's STB (Set Top Box) serial number.
  3. Determine the customer's STB chipset serial number.
If... Then...
the customer has an NDS STB (an NDS STB includes iQ2, iQ3 and iQ4 STBs.) the Chipset Serial Number field is not required for this STB type.
 
Continue below.  
  1. Determine the CAS hit activity sequence.
If... Then...
the customer has an NDS STB (an NDS STB includes  iQ2, iQ3 and iQ4 STBs.)
  1. In the Activity drop-down list, select Connect/Move F004/7.
  2. Click Save.
  3. In the Activity drop-down list, select Re-authorise - F104.
  4. Click Save.
  5. In the Activity drop-down list, select Resume Service - F004.

Go to task 3.

   

3. Check CAS hit result for an NDS STB
Important: For the purposes of sending a CAS (Conditional Access System) hit, 'NDS' in the CAS tool includes iQ2, iQ3 and iQ4 STBs.

  1. In the CAS tool window, review the CAS hit result in the Last 10 transactions list.
If... Then...

the Result column displays all of the following:

  • OK: Card Activated
  • OK: Card Reinitialised. SUB ID: 
  • OK: Card Removed
 continue below.

the Result column does not display all of the following:

  • OK: Card Activated
  • OK: Card Reinitialised. SUB ID: 
  • OK: Card Removed
  1. Double check that all information in the Order Entry Form is correct.
  2. In the Activity drop-down list, select Connect/Move F004/7.
  3. Click Save.
  4. In the Activity drop-down list, select Re-authorise - F104.
  5. Click Save.
  6. In the Activity drop-down list, select Resume Service - F004.
  7. If the Result column still does not display:
  • OK: Card Activated
  • OK: Card Reinitialised. SUB ID:
  • OK: Card Removed
then STB is faulty. Advise the customer that a replacement STB will need to be sent. Follow Procedure - replace a faulty STB.
 

End of procedure.  
  1. Confirm with the customer that their service is now working.
If... Then...
the customer's service is working end of procedure.
the customer's service is not working
  1. Advise the customer that a soft reboot is required:
  • for iQ3 and iQ4 STBs (Set Top Box), the customer must press and hold the power button on the front of the STB for 10 seconds
  • for iQ2 STBs, the customer must press and hold the Back and Select buttons on the front of the STB for 10 seconds.
  1. Once the STB has finished rebooting, click Save in the Order Entry Form.
  2. Ask the customer if their service has started working.
  3. If the customer's service is still not working, advise the customer that a replacement STB will need to be sent. Follow Procedure - replace a faulty STB.

End of procedure. 


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