Procedure - swap Multiroom types

Contents

1. Description
2. Rules
3. Tasks
 

1. Description

Follow this procedure when a customer requests to swap their Multiroom type. For example, an STB (Set Top Box) Multiroom to Multiscreen or Multiscreen to an STB Multiroom.

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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 proceeding with the order.
 
Account holder or authorised contact only
Only the account holder or an authorised contact can request to add or remove either type of Multiroom.
 
When adding an iQ4 the customer must be asked if they have a HD (High Definition) TV
iQ5, iQ4 or iQ3 boxes require at least 1 HDMI input on the customer's TV to provide picture and sound. If the customer's TV does not support HDMI, their iQ5, iQ4 or iQ3 will be unable to be connected.
Note: If the customer is unsure if they have an HD TV, they can check:

• if they have a port labelled HDMI on their TV
• the resolution of their TV in the the Settings menu (HD TVs support up to 1080p)
• the model number of their TV on the manufacturer's website (the model number is usually listed on the back of the TV).

Only eligible customers can add Multiscreen
To be eligible for Multiscreen, the customer must have:

• a suitable internet connection (minimum 3mbps)
• a Foxtel ID
• a compatible casting device, Smart TV or Foxtel Now Box
• either the Foxtel GO app (for casting) or 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 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.
 
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).
 
No limit on the number of STB Multirooms
There is no limit on the number of STB Multirooms a customer can have on their account.

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3. Tasks

1. Determine the change type
2. Swap Multiscreen to an STB Multiroom
3. Swap an STB Multiroom to Multiscreen
4. Confirm the order
 

1. Determine the change type

1. Determine the Multiroom change the customer wants to make. 

If...	Then...
the customer is removing Multiscreen to add an STB Multiroom	go to task 2.
the customer is removing an STB Multiroom to add Multiscreen	go to task 3.

2. Swap Multiscreen to an STB Multiroom

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.
   Note: If the customer is adding an STB Multiroom, they do not need to wait until the end of their billing cycle to remove Multiscreen.
    
5. In the Choose from these boxes section, click the plus symbol next to the STB Multiroom the customer would like to order.
6. Confirm the pricing with the customer and click Review Order.
7. Select the customer's preferred installation method.

If...	Then..
the customer wants a technician to install their STB Multiroom	Advise customer to organise their own local qualified technician to install their STB Multiroom.
the customer wants the STB Multiroom as a SIK (Self-Install Kit)	Click Check SIK availability and answer the SIK readiness questions.  Click Confirm Order.  Click Continue.  Go to task 4.

3. Swap an STB Multiroom to Multiscreen

1. Confirm if the customer has equipment that is compatible with Multiscreen (for more information, see Overview - Multirooms).
2. 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.
    
3. Click the Equipment tab.
4. Click the drop-down on the STB Multiroom.
5. Click the Remove radio button.
   Note: All STB Multirooms must be removed in order to add Multiscreen.
    
6. Scroll down to the Want Foxtel in another room section.
7. Click the plus symbol next to Multiscreen to add it to the order.
8. Read the CORE pop-up information to the customer.
   Important: The pop-up information must be read to the customer. Failing to do this may result in a compliance error.
    
9. Confirm the pricing and STB disconnection date with the customer and click Review Order.

Go to task 4. 

4. 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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