Procedure - remove an STB Multiroom

Contents

1. Description
2. Rules
3. Tasks

1. Description
 
Follow this procedure when a customer wants to remove an STB Multiroom.

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2. Rules
Account holder or authorised contact only
You must be speaking to the account holder or an authorised contact to follow this procedure.
 
Removal on the day before the bill cycle only
Existing STB Multirooms will be removed on the day before the customer's bill cycle date.
Note: This date will automatically be populated in CORE. 

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3. Tasks

1. Remove an STB Multiroom
2. Confirm the order

1. Remove an STB Multiroom

1. Check if the package is bundled with Netflix subscription. 
2. If yes, advise customer might need to relink their Netflix account to their main box.
3. On the CORE side menu, click the Change Options tab.

Note: A pop-up message will display if the customer has an open order on their account. Click Create New Order to continue with the change.
 

2. Click the Equipment tab.
3. Confirm the details (e.g. the STB number or the smartcard number) of the STB to be removed. 

If...	Then...
the STB to be removed is listed as the customer's primary outlet	Follow Procedure - change primary STB. Continue below.
the STB to be removed is listed as a Multiroom on the customer's account	continue below.

4. Select the Remove radio button. 
5. Confirm the changes with the customer and click Review Order. 

Go to task 2.

2. Confirm the order

1. Confirm the order details with the customer and click Confirm Order.  

Note: If the order details are not correct, click Cancel and re-raise the order.  
 

2. Read the Change Summary to the customer and confirm whether they wish to proceed with the order.
3. 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 no received and email not sent radio button and select the appropriate reason from the drop-down list.  
 

4. Click Complete and Send email. Customers will then receive an email notifying of package changes.
5. Click OK to return to the Account Summary screen.

End of procedure.

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