Procedure - resume a TV service

Contents

1. Description
2. Rules
3. Tasks

1. Description
 
Follow this procedure when a customer's TV service needs to be resumed manually (e.g. if a customer wants to resume a suspended service earlier than the automatic resume date in CORE).

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2. Rules
Foxtel from Telstra customers must be referred to Telstra
Only Telstra can resume a Foxtel from Telstra customer's service. Refer these customers to Telstra (see FoxPages directory - general information and specialist support)
 
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3. Tasks

1. Check for overdue balance
2. Check suspension reason

1. Check for overdue balance

1. On the Account Summary in CORE, check if the customer has an overdue balance.

If...	Then...
the customer has no overdue balance	go to task 2 in Procedure - suspend a TV service.
the customer has an overdue balance and can pay the amount in full	Take a payment (see Zendesk Procedure - take a payment) from the customer over the phone. Go to task 2 in Procedure - suspend a TV service.
the customer has an overdue balance and cannot pay the amount in full	advise the customer that they cannot upgrade their services while their account is overdue. Advise them to call back once their account is paid. End of procedure.

2. Check suspension reason

1. From the CORE side menu, click Suspend & Resume.
2. In the Suspend/Resume pop-up window, select the resume date from the Date field.

Note: If the customer wants to resume their service straight away, select the Now radio button.

3.   In the Reason drop-down list, select the customer's reason for resuming the service.

Note: The customer's original suspend reason will be displayed - only change the reason if the customer's reason has changed.

4. Advise the customer of the points listed in the Please advise customer of field.
5. Click Continue.
6. On the Request Successful pop-up window, click OK.

End of procedure.

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