Procedure - resume a restricted broadband and home phone account

Contents

1. Description
2. Rules
3. Tasks

4. Broadband Unshaping scenarios

5. Remove broadband shaping

1. Description

This procedure describes how to resume a broadband and/or home phone service that is shaped. Shaping is a restriction put on an overdue broadband and home phone account. Only local and emergency calls can be made and broadband speeds will be 'shaped' (or reduced) to 256kbps.
 
Who
This procedure is applicable for all agents who take broadband calls.
 
When
Follow this procedure when a PTP (Promise To Pay) arrangement has been made for an overdue account and the customer wants to resume their home phone/broadband services.

Note:  Authorised representatives are not available on Broadband/Home Phone accounts since the introduction of multi-factor authentication. Only account holders can handle all aspects of these accounts.

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2. Rules
Overdue balance must be settled
The customer must have accepted a PTP (Promise To Pay) agreement or paid the overdue balance before you can resume a broadband and/or home phone account from shaping.
 
Bundled Broadband and Home Phone services
The services must both be resumed at the same time. If the customer wants either home phone or broadband disconnected, this must be processed after the resume order has completed. 

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3. Tasks

3.1 Resume a home phone service
3.2 Resume a broadband service

3.1 Resume a home phone service
Note: If the customer only has broadband service, go to task 2.

Important: If the customer has both broadband and home phone services, then both services must be resumed. If the customer wants to remove one service, process a disconnection after both services have been resumed.  See Procedure - disconnect a service.
 
There is a new process for manually resuming the home phone service.

1. On the CORE side menu, click Change Options.
2. Click the Phone tab. (Do not make changes on Access Level)
3. Scroll down to Advanced setting.
4. And then click on the minus sign - Voice Collection Shape.

Important: You must advise the customer that their services may take up to 4 hours to resume, and payment needs to be received by the agreed date to avoid further restrictions.
 

Conversation tips

You must advise the customer:

• if you are resuming their service(s)
• the amount they have paid (where applicable)
• details of any promised future payments, including the amount, date and payment method
• that, if future payments are not made, their services will be restricted and collections activities will continue, which may result in their account being referred to debt collectors.

5. If the customer is resuming broadband services, go to task 2. 

End of procedure. 

3.2 Resume a broadband service
Note: If the customer only has home phone service, go to task 1.
 
Important: If the customer has both broadband and home phone services, then both services must be resumed. If the customer wants to remove one service, process a disconnection after both services have been resumed. See Procedure - disconnect a service.

Important: Check that the customer’s details including their email address are accurate and valid before proceeding to resume their broadband service.
       Note:

1.  
   1. If the customer does not have an email address, leave the field blank; do not enter a fake email address (e.g. [e-mail]).
   2.  If the customer does not have an email address, CORE will not allow you to proceed until an email address is added. In that case, contact VST for further assistance.

1. On the CORE side menu, click Change Options.
2. Click the Broadband tab.
3. Remove the Internet Collection Shape component from the customer's broadband services.

Important: If the customer requests any changes to their broadband or home phone package (e.g. changing a speed tier), ensure that you put the order through to have their broadband service resumed first. Raise a separate order to make any changes.

4. Click Confirm Order.
5. Read the Change Summary section to the customer.
6. Once the customer gives their consent, 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.

7. Click Complete and Send Email.

Important: You must advise the customer that their services may take up to 4 hours to resume, and payment needs to be received by the agreed date to avoid further restrictions.

 

Note: If the customer has expressed there is a safety risk due to Domestic & Family Violence if their broadband and/or home phone services are restricted, suspended or disconnected, you must immediately resume their broadband and/or home phone services.

 

4. Broadband Unshaping scenarios

Some payment plans actioned in Zendesk will not resume the account automatically. Use the table below to determine which scenario requires manual resumption in CORE.

Broadband Unshaping scenarioes	Account Status	Systems to use	Escalation to BPS required
Customer goes on a Payment Plan	RSP / NPS	Zendesk & CORE	No
Customer has Already paid or PTP and still shaped	RSP / NPS	NA	Yes
Customer pays in Full	RSP / NPS	Zendesk	No
Manager Approved PTP / Partial Payment	RSP / NPS	GUI / CORE	No
Pending Order on account	RSP / NPS	Zendesk	Yes
Open shape order	RSP / NPS	Zendesk	Yes
Broken- GUI	RSP / NPS	Zendesk	BB Escalated Billing Email
Manually Shaped	RSP / NPS	Zendesk / CORE	No

 End of procedure.

 

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5. Remove broadband shaping
If the customer has both broadband and home phone services, then both services must be resumed together in CORE.

If for any reason the FOH agent is unable to place an order to remove broadband shaping in CORE, they must contact the BPS admin team (Broadband admin support) or by raising an e-form for help in removing shaping from MESH.

Identify broadband shaping
Unlike TWHub, you do not need to run tests to identify if an account is facing restricted services. Instead, follow the below steps to confirm broadband restrictions in MESH.

1. Entire BBid, account number, FNN, or previous TRN in the search bar and click search.
2. Choose VISP service and verify the location in CORE and MESH for accuracy and connection status. If the address is incorrect, try a different VISP service, as the one chosen may be connected to a prior order (e.g., move home).
3. Scroll down to internet details to check if the service is restricted.
   
    

Once identified that the service is shaped in MESH, follow the below steps to remove the shaping.

1. Access the Modification tab, navigate to the account, and select Modify Service in the top right corner.
2. A screen will prompt with a question, 'What changes would you like to make today?' Click the text box and select VISP Service Change Service Restriction Request.
3. Go to CORE and obtain the order reference number. If no order is created, manually create the order in CORE.
4. Copy and paste the order reference number into MESH and submit the request.
5. The pending order will appear in the Modification tab. Ensure the order is processed successfully.

Note: If the order is manually raised in CORE, use the RCT tool to complete the order. Include the order number, Telstra reference number, and Telstra commitment date to push the order for completion.

 

End of the procedure.

 

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