Procedure - add Multiscreen

Contents

1. Description
2. Rules
3. Tasks

1. Description
 
Follow this procedure when a customer requests to add Multiscreen. 
Note: Multiscreen allows customers to watch their Foxtel service on compatible Smart TVs or the Foxtel Now Box using the Foxtel app (see Overview - the Foxtel app), or to cast Foxtel to their TV using Foxtel GO (see Overview - Foxtel GO).
 
When
This procedure can be used when a customer requests Multiscreen, or if the customer is not eligible for an STB (Set Top Box) Multiroom due to landlord, infrastructure or address restrictions.

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2. Rules
No overdue balance when adding a Multiroom
A new Multiroom cannot be added to an account with an overdue balance. The customer must pay the overdue amount before the order can proceed.
 
Account holder or authorised contact only
Only the account holder or an authorised contact can request to add or remove Multiscreen.
 
Only eligible customers can add Multiscreen
To be eligible for Multiscreen, the customer must have:

• a suitable internet connection (minimum 3Mbps)
• a Foxtel ID (see Overview - My Account)
• a compatible casting device (see Overview - Foxtel GO), Smart TV or Foxtel Now Box (see Overview - the Foxtel app)
• either the Foxtel GO app (see Overview - Foxtel GO) (for casting) or the Foxtel app (see Overview - the Foxtel app) (for viewing on a Smart TV or Foxtel Now box) installed on a compatible device.  

Multiscreen cannot be added with an existing STB Multiroom
Customers who have an existing STB (Set Top Box) Multiroom can already access the Foxtel app or cast Foxtel GO. If the customer wants to add Multiscreen to their account, the STB Multiroom must be removed first (see Procedure - remove an STB Multiroom).
Note: STB Multirooms will be removed from the customer's account at the end of their billing cycle. Once the disconnect order for the STB Multiroom completes, the customer can then access Multiscreen.

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3. Tasks

1. Determine the account change
2. Add Multiscreen
3. Confirm the order

1. Determine the account change

1. On the Account Summary screen, confirm whether the customer has an overdue balance.

If...	Then...
the customer has no overdue balance	continue below.
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.   Continue below.
the customer has an overdue balance and cannot pay the amount in full	advise the customer that they cannot add Multiscreen while their account is overdue, and they will need to call back once their account is paid.

2. Determine the change the customer would like to make.

If...	Then...
the customer has an open order	go to Procedure - add a Multiroom to an open order to an open order.
the customer does not have an open order	go to task 2.

 
2. Add Multiscreen

1. Confirm if the customer has equipment that is compatible with Multiscreen.

Multiscreen compatible devices 

Device	Year	Platform
Samsung Smart TV	2017 or higher	Tizen 3.0 or above
LG Smart TV	2017-2019	webOS 3.5 or above
Sony Android TV	2015 or higher	Android TV Nougat 7.0 or above
TCL Android TV	2017 or higher	Android TV Nougat 7.0 or above
Foxtel Now Box	All	1.6.7 or above
PlayStation 4*	All	All

*Opens as Foxtel Now. Customers with Multiscreen can still use their Foxtel ID (see Overview - My Account) to log in. 

Foxtel GO (casting)

Software platform	Devices
Apple (iOS)	iOS devices running iOS 9.3.5 and above
Android	All Android devices running Android 5 (Lollipop) and above

 

If...	Then...
the customer has compatible equipment	continue below.
the customer does not have compatible equipment	they are not eligible for Multiscreen, recommend an STB (Set Top Box) Multiroom instead.

2. On the CORE side menu, click the Change Options tab.
3. Click the Equipment tab.
4. In the Want Foxtel in another room? section, click the plus symbol next to Multiscreen. 
5. Read the CORE pop-up information to the customer.
6. Confirm the pricing with the customer and click Review Order.

Go to task 3.

3. 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.

Note: Once the order has completed, the customer can access the Foxtel app or start casting Foxtel GO.

 
End of procedure.

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