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Overview - Technical Case Management for TV issues

Contents


1. Internet/app issues


1.1 F0503
After confirming all troubleshooting steps are completed in Zendesk:
  1. Check the title the customer is trying to access is included in their subscription.
If... Then...
the title is included in their subscription continue below.
the title is not included in their subscription a. Advise the customer the title is not a part of their subscription.

b. Discuss the customer's options to upgrade.

End of troubleshooting.

 

  1. Using CORE: send all 3 CAS hits for iQ2 and below. For iQ3 and above, send a Re-sync hit.
  2. Suspend and resume the customer's service.
  3. Service move the customer to the same address.
  4. Perform a full-system reset using Procedure - perform a full system reset on an iQ5, iQ4 or iQ3.
  5. Check the customer's DNS settings (the customer must perform these steps).
    1. Press Home on the Foxtel remote and scroll left to the Settings icon.
    2. Scroll down and select Internet Connection.
    3. Scroll down and highlight the Network Details option and then press the Red button.
    4. Scroll down to the DHCP section and note that all of the numbers present (we recommend taking a picture with your phone to make it easier).
    5. Press the right arrow button to open the manual option.
    6. Using your remote, enter the following details:
      • IP Address: This will present as 4 sets of 3 numbers, separated by periods. Enter your IP from your notes for the first set of 3 numbers and make sure the last set is 2-0-0.
      • Subnet Mast: Enter 2-5-5, 2-5-5, 2-5-5, 0.
      • Default Gateway: Enter the same number from your notes, noting that your IP's first 3 numbers and your Default gateways first 3 numbers should match.
      • Primary DNS: Enter 8-8-8-8.
      • Secondary DNS: Enter 8-8-4-4.
    7. Press Back to save your changes. 
    8. You'll need to wait a few minutes before attempting to download or stream again.
  6. Send a replacement STB using Procedure - replace a faulty STB.  ​​​
End of troubleshooting.

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1.2 F0502
Customers will be unable to access on demand, start over, and other internet-related content due to the F0502 error display.
Confirm all troubleshooting steps in Zendesk as below:

1. Check the iQ's software version.
2. Check the Internet connection is working.
3. Reset the internet connection.
4. Check the WiFi signal strength on the iQ.
5. Reboot the iQ.
6. Send a test message to the box.
7. Refresh the network connection and information.
8. Restart the modem at the wall.
9. Reconnect the iQ to WiFi.
10. Reset the iQ system.
11. Complete a full system reset.

Additional Troubleshooting (Advanced):
1. Launch Guided Setup.
2. Disconnect and Reconnect iQ (Kenan/Core) Please keep in mind, if the account is billed through Telstra you will not be able to complete this step.
3. Service move to same address (Kenan/Core).
4. Change Wifi Channel on modem (CPE).
5. Connect to different Wifi band (2.4 vs 5).
6. Ensure space in library and not full of recordings (BSA).
7. Complete IQ Reset.
8. Replace set top unit.
 
 
Escalation Path
  • If the customer is unable to install a self-installation kit, advise them to reach out to a local, qualified technician for professional assistance.
  • Special situations:
    •  Elderly and vulnerable customers:
      • Agents are to exhaust all options first (e.g. advising customer to reach out to family or friends who could help with a SIK) before considering technician assistance.
      • When all options are exhausted, follow the below process to escalate a request for professional technicians to collect equipment.
Rules:
  • The customer will need to be aware that there is a turnaround time of up to 4 business days.
  • Do not promise the customer that a professional technician service is guaranteed.
  • Ensure you have discussed alternative measure before sending your request to BSA, including friends, and family support.
  • Retention and Complaints only.

Process
  • Escalate the customer scenario with your team leader for assessment and approval.
  • Team leader to send a request to commercial@bsa.com.au including the below information:
    • Customer name
    • Account
    • Address
    • Brief explanation of need
    • CIT note to be documented on the account

End of troubleshooting.

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1.3 Slow downloads
After confirming all troubleshooting steps are completed in Zendesk:
  1. Check what type of connection the customer is using.
If... Then...
the customer is using ethernet
  1. Ask them to disconnect and reconnect the cable securely at both ends.
  2. Ask them to replace the cable with a spare if they have one.

Continue from step 2.
the customer is using WiFi
  1. Check that modem is within 10m of the customer's set top box.
    Note icon.png Note: If the mode is more than 10m aware and can't be moved, recommend WiFi Extenders.
  1. Ask the customer to try a different WiFi band if their modem supports 2.4Ghz and 5Ghz.
  2. Check for WiFi Congestion (only if the customer has a Foxtel modem, otherwise continue to step 2).

 

  1. Ask the customer to test their internet speed on another device. If all devices are affected they will need to contact their ISP.
  2. Complete a full system reset.
  3. Send a replacement STB using Procedure - replace a faulty STB.  ​​​
End of troubleshooting.

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1.4 App issues
After confirming all troubleshooting steps are completed in Zendesk:
  1. Let your coaches/SMEs know of the issue the customer is experiencing. 
  2. Escalate the issue to CasOps. Ensure you provide them with the following information: 
  • smartcard
  • CDSN
  • any other relevant information. 
End of troubleshooting. 

1.5 F1077
This error commonly occurs when the iQ box is not connected to the internet, or the internet is not working. Confirm all the troubleshooting steps in Zendesk as given below.
  1. Connect your box to the internet via ethernet or WiFi.
  2. Check the iQ's software version.
  3. Check your Foxtel subscription.
  4. Check inventory details.
  5. Restart and re-sync the box with your account.
  6. Perform a network test/speed test on the iQ.
  7. Renew DHCP Lease.
  8. Restart the modem and reboot the nbn equipment.
  9. Send a test message to the box.
  10. Re-sync the iQ with your account.
  11. Check the picture setting are set to 1080i.
  12. Reset the iQ system.
  13. Complete a full system reset.
  14. Replace a faulty set top box.


2. STB issues

2.1 Sound issues
After confirming all troubleshooting steps are completed in Zendesk:
  1. Send a replacement STB using Procedure - replace a faulty STB. ​​​

End of troubleshooting.

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2.2 Remote issues
After confirming all troubleshooting steps are completed in Zendesk:

  1. Ask the customer if there are any new devices that could be interfering with the remotes signal. If possible, switch off other devices and test if that resolves the issue.
  2. Follow Procedure - order a remote. If the customer's remote has been recently replaced, follow Procedure - replace a faulty STB.

End of troubleshooting.

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3. Signal issues
3.1 F106/F0106 (TDT Estate)
 

3.1 F106/F0106 (TDT Estate)
After confirming all troubleshooting steps are completed in Zendesk:

  1. Advised the customer we cannot book a technician to handle signal issues in a TDT estate and that our faults team will escalate the issue to the TDT provider to resolve.
  2. If the customer is calling back because their fault has not been fixed, speak with TDT faults via email (TDTNetworkFaults@foxtel.com.au) to check on the status of the customer's issue.
  3. Advise the customer they can contact the TDT provider directly if they want further updates, which Foxtel cannot provide as we do not own or operate TDT networks.
  4. If possible, advise the customer they may transition to Satellite.

End of troubleshooting.

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4. Account/Access Issues

 
4.1 Wrong STB disconnected
After confirming all troubleshooting steps are completed in Zendesk:
  1. Ask the customer to press Home on their remote and scroll to settings.
  2. Select System information and read out the serial number and smart card number for the box.
  3. Using CORE, open the customer's account
  4. Click the Technical tab.
  5. Compare the information given by the customer to CORE.
  6. If an equipment swap is required follow Procedure - swap incorrect inventory details in CORE.

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4.2 F104/F004 error
After confirming all troubleshooting steps are completed in Zendesk:
  1. Open the customer's account in CORE.
  2. Click the Technical tab and check that the customer's inventory has been assigned correctly.
  3. If the customer's inventory has not been assigned correctly, follow Procedure - swap incorrect inventory details in CORE.
  4. If the customer's service is still not working process a service move to the same address.
    1. Open the account in CORE and click Move Home.
    2. Enter the current address and select the same service.
    3. Select today for the disconnection date and then click Move as is.
    4. In the order details click Yes for Ready to connect?.
    5. Select today's date and click Plug & Play.
    6. Click Confirm.
    7. CORE will take around 4 minutes to complete the first part of the service.
    8. Once the disconnect has occurred, assign the customer's inventory to complete the order.

End of troubleshooting.


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4.3 F0704
Error message displayed on channel stating “Subscription – to upgrade your subscription”.
Confirm all the troubleshooting steps in Zendesk as given below:
  1. Re-sync the iQ with your account.
  2. Check your Foxtel subscription.
  3. Restart and re-sync the box with your account.
  4. Check for open orders.
  5. Send a test message to the box.
  6. Check inventory details.
  7. Troubleshooting confirmation with Fox Assist
  8. Gather additional context.
  9. Seek assistance from a SME or Team Leader.
Additional Troubleshooting (Advanced):
Complete Suspend and Resume to refresh entitlement:
  1. Open CORE, on the left side menu, click "Suspend and Resume".
  2. A pop-up window will display with suspend resume date, enter the date.
*When completing a suspend and resume put the date as the day you are completing this step to ensure the order completes on the same day. Send reauthorise, resync, and reinitialise hit once service is resumed on the account*
 
Note: If the account is Telstra billed, you will not have the option to complete a suspend or resume.
 
 
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4.4 Early disconnection during service move
After confirming all troubleshooting steps are completed in Zendesk:
  1. Check the connection date.
If... Then...
the connection date is within 1 week perform a CAS hit to resume services.
the connection date is more than 1 week away continue below.

 

  1. Cancel the order in CORE and raise a new service move order follow Procedure - move home (TV only customer).

End of troubleshooting.

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5. Recording issues
5.1 Unable to record (F322/F0322)
5.2 F26 Unknown failure error message

5.1 Unable to record (F322/F0322)
After confirming all troubleshooting steps are completed in Zendesk:
  1. Check that the program the customer is trying to view is in their package.
  2. Follow Procedure - suspend a TV service and then Procedure - resume a TV service.
  3. Process a service move to the same address.
    1. Open the account in CORE and click Move Home.
    2. Enter the current address and select the same service.
    3. Select today for the disconnection date and then click Move as is.
    4. In the order details click Yes for Ready to connect?.
    5. Select today's date and click Plug & Play.
    6. Click Confirm.
    7. CORE will take around 4 minutes to complete the first part of the service.
    8. Once the disconnect has occurred, assign the customer's inventory to complete the order.
End of troubleshooting.

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5.2 F26 Unknown failure error message
This error code indicates there has been an “unknown recording” error with the recording the customer trying to play. Confirm all the troubleshooting steps in Zendesk as given below:
  1. Try viewing the recording again
  2. Delete and re-download the program
  3. Raise a case to case management team
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6. Picture issues
After confirming all troubleshooting steps are completed in Zendesk:
  1. Check if any other troubleshooting has been done or if this is an ongoing technical issue. 
  2. Check if the customer has another HDMI cable to test. 
If... Then...
the customer does have another HDMI cable to test continue below. 
the customer does not have another HDMI cable to test order a replacement HDMI cable for the customer. 

End of procedure. 

 

  1. Ask the customer to test a different HDMI cable.
If... Then...
 
a different HDMI cable does work the issue was with the original HDMI cable. 

End of procedure
a different HDMI cable does not work Advise the customer to contact a local, qualified technician to solve the issue

End of procedure. 

7. Kenan/Order instructions

7.1 Inventory Swap in Kenan
  1. Open the customer's account in Kenan.
  2. Click the Inventory tab.
  3. Add the inventory type required for the swap.
STB Kenan selection
Foxtel NDS Select NDS from the Set Top Unit folder.
Smartcard Select Smartcard from the Smartcard folder.

 

  1. Click Manage from the Assign Inventory banner.
  2. In the Assign Inventory pane, click the identifier number for the box being swapped out.
  3. In the Extended Data frame, check the value in the Equipment Transaction drop-down list.

If... Then...
the equipment being swapped is going to a technician select the appropriate contractor and state
the equipment being swapped is staying on the account delete the information from the drop-down list and leave it blank.

 

  1. Click Ok.
  2. In the Inventory Type field, select the inventory type you want to swap from the drop-down list.
  3. In the Serial Number field, enter the serial number for the inventory item you wish to swap in.
  4. Click Search.
  5. In the Assign Inventory pane, hover over Actions next to the item that needs to be amended and select Swap from the context menu.
  6. In the Swap Inventory window, hover over Actions next to the item that needs to be swapped in and select Swap In.
  7. Select the reason in the Reason drop-down list.
  8. Click Ok.
  9. Click Close.
  10. Click Next.
  11. Click Next.
  12. Click Finish.
  13. Click the Orders link and select the current order.
  14. Click Commit.

End of procedure.

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7.2 Suspend/Resume in Kenan

  1. Open the customer's account in Kenan.
  2. Click the Services link.
  3. For each service, hover over Actions and select Suspend from the context menu.
  4. In the Reason drop-down select Customer Initiated.
  5. In the Resume Desired Date: field, select 2 minutes from now.
  6. Click Ok and then Commit the order.
  7. Wait 2 minutes for the suspend/resume to occur.

End of procedure.

8. TV-General
8.1 F-code
8.2 TV Products

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