Procedure - replace a faulty STB

Contents

1. Description

2. Rules

3. Tasks

1. Description

Follow this procedure once troubleshooting has been completed, and it is found that the STB (Set Top Box) needs replacing.

2. Rules

Always attempt troubleshooting
Before replacing an STB (Set Top Box), attempt to troubleshoot with the customer.

You must ask the customer if they have an HD (High Definition) TV
All faulty iQ4 and below boxes will be replaced with only iQ4 boxes. These boxes require at least 1 HDMI input on the customer's TV to provide picture and sound. If the customer's TV does not support HDMI, their iQ4 will be unable to be connected.

Note: If the customer is unsure if they have an HD TV, they can check:

• if they have a port labelled HDMI on their TV
• the resolution of their TV in the the Settings menu (HD TVs support up to 1080p)
• the model number of their TV on the manufacturer's website (the model number is usually listed on the back of the TV).

Note: Non-account holders can arrange a replacement STB. However, if the caller is not the account holder or an authorised contact, no personal or account information can be discussed.  
 

3. Tasks

1. Determine what STB needs to be replaced

2. Upgrade the faulty box to iQ5
3. Confirm the install method and complete the order
4. Send a DIY SIK

5. Escalate refurbished STB quality

 1. Determine what STB needs to be replaced

1. Determine what STB needs to be replaced.

Important: Make sure you have completed all relevant troubleshooting in Customer 360. 

If...	Then...
the STB that needs to be replaced is a:  Satellite iQ2 Satellite iQ3	For all boxes, raise a DIY STU Swap order to upgrade to iQ4. For customers that don't have reliable internet, aren't comfortable connecting the box themselves or do not have home internet, suggest that they can arrange a local, qualified technician to complete this task at their own cost.   Go to task 2.
the STB that needs to be replaced is a: Satellite iQ4 Satellite iQ5	You'll need to raise a DIY SIK. The customer will receive a replacement box - an iQ4 - and will have the same connection type they currently have. Go to task 4.  If they are not comfortable setting up the box themselves, they need to organise a local, qualified technician to complete this task for them.

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2. Upgrade the faulty box to iQ5

1. Ask the customer if they have an HD (High Definition) TV. 

Note: The iQ5 requires at least 1 HDMI input on the customer's TV to provide picture and sound. If the customer's TV does not support HDMI, their iQ5 will be unable to be connected. For more information, see the Business rules.  
 

2. On the CORE side menu, click Change Options.
3. Click the Equipment tab.
4. Select the faulty STB to upgrade.
5. Click the Upgrade radio button.
6. From the Upgrade drop-down list, select Foxtel iQ5K.
7. Select the Offers tab.
8. In the New Offers section, select the applicable offers to remove equipment costs for an iQ5 box.

Important: If the faulty STB is the customer's Multiroom box, you must advise the customer that their Multiroom will now be $25/month. 

Note: In case the customer opts for a DIY, by default all faulty iQ4 and below boxes will be replaced with iQ4 boxes, Accordingly, the appropriate options need to be selected from the Upgrade drop-down list and New offers section. 

If the customer objects to this, see what to do below.

Customer objection to increased monthly charge
If the customer objects to the increased monthly charge for the Multiroom, advise them of the benefits of an iQ4 (for more information, see Overview - iQ5, iQ4 and iQ3 hardware features).

If...	Then...
the customer still objects and they are a Foxtel direct customer	Reactively offer $10 off for 12 months.  Note: If the package is TV 2019, use offer: TV - $10 Off for 12 Months. For all other packages, use offer: TV - 1x Multiroom (iQ2, MyStar2, iQ3, iQ4K) - $10 off per month for 12 months.  Continue with the upgrade.
if the customer still objects and they are a Foxtel from Telstra customer	Continue with the upgrade.  Advise the customer you will need to transfer them to Telstra Billing for transfer information, see FoxPages directory - general information and specialist support) to discuss any ongoing credits and charges.    Note: You can only credit the equipment on Foxtel from Telstra accounts; any ongoing charges will need to be discussed with Telstra.

        9. Click Review Order.

Go to task 3.  
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3. Confirm the install method and complete the order

1. In the Review section, click the Self Install Kit radio button.
2. Read the SIK (Self Install Kit) questions and fill in the customer's answers.

If...	Then...
the customer is not eligible for a SIK	go to task 4.
the customer is eligible for a SIK	continue below.

3. Click Confirm Order.
4. On the Delivery Address screen, confirm the customer's preferred delivery address.

Note: CORE will automatically select the customer's service address. If the customer is happy with the address selected no changes need to be made.

5. Click Continue.
6. Read the Change Summary to the customer and confirm whether they wish to proceed with the order.
7. Select the Script read and customer consent received radio button.

Note: If you are unable to read 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.

        8. Click Complete and Send Email.

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4. Send a DIY SIK

1. Ask the customer if they have an HD (High Definition) TV. 

Note: The iQ5, iQ4 or iQ3 requires at least 1 HDMI input on the customer's TV to provide picture and sound. If the customer's TV does not support HDMI, their iQ5, iQ4 or iQ3 will be unable to be connected. For more information, see the Business rules.  

2. On the Account Summary screen, click Technical.
3. On the Troubleshooting screen, click the STB (Set Top Box) that needs to be replaced.
4. Click Service Call.      
5. Select DIY STU Swap from the Service Call Reason list.
6. Read the DIY STU question.

If...	Then...
the customer is comfortable receiving and setting up a replacement STB (an IQ5)	Select the Yes radio button and click OK.       Continue below.
the customer has a faulty iQ3 or iQ4 and is not comfortable receiving and setting up a replacement STB	Select the No/Not sure radio button and click OK.    While Foxtel will dispatch the replacement box to the customer, they are advised to organise a local technician to install it.
the customer has a faulty iQ2 or below and is not comfortable receiving and setting up a replacement STB	Go to task 2 to raise an upgrade order.
the customer has already attempted an unsuccessful SIK and requires a technician	Select Unsuccessful DIY - SCO Follow Up from the Service Call Reason list. Click OK.      Advise customer to organise a local, qualified technician.

7. On the Delivery Address screen, confirm the customer's preferred delivery address.
8. Click Continue     

9. Let the customer know they're required to return their iQ5 or iQ4 box along with the power lead, power pack and remote to Foxtel.  "Once you have successfully connected your equipment. You will receive an (SMS/email/letter in the post) with a link to foxtel.com.au/return where you can choose to send the equipment back to us via Australia Post or Parcelpoint. Simply click the option and follow the prompts. Alternatively, I could generate the code for you now?"
   Note: Australia Post does not offer free packaging for equipment returns. If the customer wants to return their equipment via Australia Post, they can use the packaging provided with their new box.

   Note: Customers are encouraged to return iQ3s via easyreturns.

10. If the customer requests the code now, Follow the Return process on Parcelpoint
11. Read the Change Summary to the customer and confirm the customer wants to proceed with the order.
12. Select the Script read and customer consent received radio button.

Note: If you are unable to read 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. 
 

    13. Click Complete and Send Email.     

5. Escalate refurbished STB quality feedback

Refurbished STB's are previously used STBs that have been cleaned and repaired for reissue. 

If the customer wants a replacement , follow the DIY SIK process. 

If the customer does not want a replacement and only wants to provide feedback about the condition of the refurbished STB, follow these steps: 

For Agents: Collect the following details and send an email to your Team Leader or SME. Also, acknowledge the feedback received and inform the customer that the details will be shared with relevant team for review. 

• Photo(s) of the STB unit (if available - for example, if the customer sent photos via chat)
• Serial number of the STB
• Order number
• Date the STB was ordered
• Date the complaint was made
• Description of the issue

Note: The customer will not receive a response regarding this feedback.

For Team Leader/SME: The Team Leader or SME is responsible for sending the email to the Supply Chain team. 

Email the collected details to [e-mail] using the template below: 

To: [e-mail]

Subject: Refurbished STB Quality Feedback - [Serial Number/ Order Number] 

Hello, 

Please see below the details of a customer report regrading the condition of a refurbished STB.

• Serial number:
• Order number:
• Date STB was ordered:
• Date complaint made:
• Description of the issue:
• Photo(s) attached: (where available):

Please review.

Thanks, [Name] 

End of procedure. 

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