Procedure - order a Foxtel WiFi Modem

Contents

1. Description
2. Rules
3. Tasks

1. Description

Follow this procedure when a customer requests for a new Foxtel WiFi Modem to be sent, or a replacement Foxtel WiFi Modem needs to be arranged. 
Important: The customer must have Foxtel Broadband for a Foxtel WiFi Modem to be sent. 
 
Who
All agents can order a Foxtel WiFi Modem for a customer.

Replacement rules for Hubs in warranty
If the customer already has a Hub 2, and is within the 24-month warranty period, a Hub 3 replacement must be ordered.
If the customer already has a Hub 3, and is within the 24-month warranty period, a Hub 3 replacement must be ordered.

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2. Rules
Account holder or authorised contacts only
Only authorised contacts or account holders can order a Foxtel WiFi Modem. 

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3. Tasks

1. Add the Foxtel WiFi Modem
2. Confirm the order

1. Add the Foxtel WiFi Modem

1. Open the customer's account in CORE.
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. Select the Extras tab.
4. In the Add Extras section, scroll down to Hub WiFi Modem. 
5. From the Hub WiFi Modem drop-down list, select what the customer would like to order.

If...	Then...
the customer would like to order a new Foxtel WiFi Modem	select WiFi Modem - HUB3. Continue below.
the customer already has a Hub 2 and requires a replacement modem and is within the 24-month warranty period	select Replacement WiFi Modem - HUB3 - Warranty.   Continue below.
the customer already has a Hub 3 and requires a replacement modem and is within the 24-month warranty period	select Replacement WiFi Modem - HUB3 - Warranty.   Continue below.
the customer already has a Hub 2 or 3 and requires a replacement modem but is outside of the 24-month warranty period	select Replacement WiFi Modem - HUB3.

Note: Charges may apply for a new Foxtel WiFi Modem or a replacement modem outside of the warranty period. For more information, see Overview - Broadband and home phone pricing.
 

6. Click the plus symbol to add the required Foxtel WiFi Modem to the order.
7. Click Review Order. 

Go to task 2. 

2. Confirm the order

1. Click Confirm Order.
2. In the Delivery Address pop-up window, confirm the customer's delivery address by clicking the radio button next to the preferred option.

Note: The billing and service addresses are already pre-populated.
 

3. Click Continue.  
4. Read the Change Summary to the customer and confirm whether they wish to proceed with the order.
5. 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.
 

6. Click Complete and Send Email.
7. Click OK to return to the Account Summary screen.

End of procedure.

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