Procedure - remove Multiscreen

Contents

1. Description
2. Rules
3. Tasks
 

1. Description

Follow this procedure when a customer requests to remove Multiscreen. 

When 
A customer wants to remove Multiscreen due to adding an STB Multiroom or they no longer want to continue with the service. 

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2. Rules
Account holder or authorised contact only
Only the account holder or an authorised contact can request to add or remove Multiscreen.
 
Removing Multiscreen must be done immediately
If a customer has Multiscreen and wants to add an STB Multiroom, their Multiscreen must be removed immediately (the customer does not need to wait until the end of their billing cycle).

3. Tasks

1. Remove Multiscreen
2. Confirm the order
 

1. Remove Multiscreen

1. 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. Scroll down to the Want Foxtel in another room section.
4. Click the minus symbol next to Multiscreen to remove the product from the account.
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.
5. Click OK to return to the Account Summary screen.

End of procedure. 

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