Procedure - downgrade an STB Multiroom to no functionality

Contents

1. Description
2. Rules
3. Tasks

1. Description
 
Follow this procedure when a customer wants to downgrade an STB (Set Top Box) Multiroom to no functionality. No functionality STBs cannot record, pause, access existing recordings or access On Demand downloads.    
 Note: iQ5 and iQ4 STBs can still stream without iQ functionality.

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2. Rules
Primary service must maintain iQ functionality
The primary STB (Set Top Box) on an account cannot have its iQ functionality removed.

No removal of hard drives from iQ5 boxes 
Hard drives of iQ5s should not be physically removed as part of their downgrade to no functionality in order to reduce costs.

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3. Tasks

1. Determine change type
2. Confirm the order

1. Determine change type

1. On the CORE side menu, click Change Options.
2. Click the Equipment tab.
3. Select the STB (Set Top Box) that the customer wants to remove iQ functionality from.

 Important: iQ functionality cannot be removed from the primary STB.
 

4. Click the Downgrade to No Functionality radio button (for iQ5 this will appear as Remove Hard Drive and recording functionality).
5. Physical hard drives of iQ5's should not be removed as part of their downgrade to no functionality
6. Click Review Order.
7. Click Confirm 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.
5. Click OK to return to the Account Summary screen.

End of procedure.

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