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Procedure - reconnect a TV only account in CORE

Contents


1. Description

Follow this procedure when a customer requests to reconnect their TV service that has been disconnected for less than 30 days.
Note: Customers requesting to reconnect a TV service that was disconnected more than 30 days ago must be transferred to Sales (for transfer information, see FoxPages directory - Foxtel departments).
 
When
Follow this procedure when a customer wants to reconnect their TV account within 30 days of disconnection and the customer is at the same address. 
 
Who 
All agents are able to reconnect an account in CORE if the customer is within 30 days of disconnection. 

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2. Rules
Only reconnect at existing address
If the customer requests to reconnect at a different address, this needs to be processed as either a service move or a new connection (for more information, see Procedure - move home (TV only customer).
 
Account holder only
Only the account holder is able to reconnect a disconnected account. 
 
Foxtel from Telstra accounts
Foxtel from Telstra customers can reconnect if they still have their STB (Set Top Box) and it is 30 days or less since they disconnected. If the customer does not have their STB or is reconnecting 31 days or more since their disconnection, a new account must be created. Transfer these customers to Telstra (for transfer information, see FoxPages directory - general information and specialist support).
 
No overdue balance
Any overdue amounts must be paid in full before an account can be reconnected. 
 
Reconnecting non-pay disconnected accounts
Accounts that were disconnected for non-payment can be reconnected after the total overdue balance has been paid. These accounts will also incur a $35 reconnection fee. This will be charged on customer's next bill along with any part-month charges.

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3. Tasks

 

1. Check for overdue balance   

  1. On the Account Summary in CORE, check whether the customer has an overdue balance.
If... Then...
the customer has no overdue balance go to task 2. 
the customer has an overdue balance and can pay the amount in full take a payment from the customer over the phone (for more information, see Zendesk Procedure - take a payment).
 
Go to task 2.
the customer has an overdue balance and cannot pay the amount in full advise the customer that they cannot reconnect their services while their account is overdue, and they will need to call back once their account is paid.

End of procedure.  

    
Important: If the customer is a Foxtel from Telstra customer they must be transferred to Telstra (for transfer information, see FoxPages directory - general information and specialist support).

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2. Determine reconnect reason

  1. On the Account summary screen, check the number of days the account has been disconnected under Days Disconnected.
If... Then...
the account was disconnected less than 30 days ago continue below.
the account was disconnected more than 30 days ago the reconnection needs to be processed as a new sale, transfer the customer to Sales (for transfer information, see FoxPages directory - Foxtel departments).

 

  1. Determine the reason for reconnection.

 

If... Then...
the service was turned off before a service move go to task 3.
the account was disconnected for any other reason go to task 4. 


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3. Cancel the connect order

  1. Click Orders on the CORE side menu.
  2. On the Orders screen, click the move home order in the orders list.
  3. In the move home order, check the Service Disconnect state.
If... Then...
the service has been disconnected
  1. Click Cancel for all connect (All green arrow connect orders.) sub-orders.
  2. In the Cancel service order window, select the cancel reason and click Confirm.
  3. Click OK on the service order cancellation message.
Note: Repeat the above steps until the whole order is cancelled.  

Go to task 4.  
the service disconnection has not completed
  1. Click Cancel Order.
  2. Click OK.

Go to task 4. 


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4. Reconnect TV service

  1. Click Reconnect on the CORE side menu.
  2. On the Sales order, click the Customer Details tab and confirm all details. (E.g. account holder name, authorised contacts (if applicable), the existing service address and billing address.)
Important: If the customer wants to reconnect at a new address, this must be processed as a service move (for more information, see Procedure - move home (TV only customer). 
  1. Click the Packages tab and confirm the package details. 
Note: By default, the customer's previous package will be displayed (including legacy packages).
If... Then...
the customer does not want to make a package change continue below.
the customer has current pricing and packaging and wants to make a package change click the + or - arrow next to the package components the customer requests to change.

Continue below.
the customer has a legacy package and wants to make a package change
  1. Advise the customer they will need to change to current pricing and packaging to make a change.
Note: If the customer decides not to make any changes, continue below. 
  1. If the customer wants to proceed with the package changes, make the changes requested and continue below.  

     

  1. Click the Equipment tab and select the customer's equipment.
If... Then...
the customer is using existing equipment
  1. Click Existing.
  2. Confirm with the customer the STB (Set Top Box.) type.
  3. Click the orange + arrow to add the STB to the order.

 Continue below.
the customer wants new equipment
  1. Click New.
  2. Confirm STB type required with the customer.
  3. Click the orange + arrow to add the STB to the order.

 Continue below. 

   

  1. Click Review Order.

Go to task 5.
 
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5. Confirm installation method

  1. Click the Options tab on the Review Sale screen.
  2. In the Order Details section, select the customer's preferred TV reconnect installation method.
If... Then...
the customer wants a SIK (Self Install Kit.) delivered
  1. Click the Self Installation radio button. 
  2. In the Request Date field, enter the date the customer wants their TV service to be reconnected. 
  3. Click Check SIK availability and answer the questions to determine if plug and play is available. 
  4. If plug and play is available, continue below.
the customer already has their own equipment
  1. Click the Self Installation radio button. 
  2. In the Request Date field, enter the date the customer wants their TV service to be reconnected. 
  3. Click Check Plug and Play availability to determine if plug and play is available. 
  4. If plug and play is available, continue below.
the customer orders a SIK but wants a professional installation
or
plug and play is not available

Advise the customer to organise a local, qualified technician to carry out a professional installation.

Continue below
  1. Click Review Order.

SIK ordered
If a SIK was required to reconnect, advise the customer:

  • a confirmation SMS will be sent (SMS may take up to 12 hours to be received.) with Australia Post tracking information
  • estimated delivery timeframes (for more information, see Overview - equipment delivery). 

Modem delivery
If the modem delivery address window appears, follow the below.
From the Delivery Address window, select the best delivery address (Service address, billing address or alternate address.) for the customer. Once confirmed, click Continue.

Go to task 6.  

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6. Confirm order

  1. On the Payment & Confirm screen, confirm the customer's First Month total and payment options.
If... Then...
the customer wants to pay now
  1. Click the Pay Now radio button.
  2. Confirm the customer's payment details.

 Continue below.  
the customer wants to defer payment to a specific date
  1. Click the Defer to Date radio button.
  2. Confirm the date the customer wants to make a payment on and select this in the calendar.
  3. Confirm the customer's payment details.

 Continue below. 
the customer wants to defer payment to their first bill
  1. Click the Defer to First Bill radio button.
  2. Advise the customer of the first bill date.
  3. Confirm the customer's payment details.

 Continue below.   
  1. Confirm the customer's ongoing payment method.
If... Then...
the customer wants to use the same payment method as the first month  (Payment method from previous step.) click the Same as First Month radio button.
 
Continue below.  
the customer wants to set up a new payment method  
  1. Click the New Payment Method radio button.
  2. Confirm the new payment details with the customer.

 Continue below. 
  1. Read the on-screen payment script to the customer, and then click the checkbox to confirm that the customer understands.
  2. Confirm the customer's preferred billing method.
If... Then...
the customer wants to receive bills via email
  Note: No additional charges apply for email bills. 		confirm the customer's email address and phone number.

Continue below.
the customer wants to receive paper bills via mail
  1. Advise the customer that there is an additional monthly fee to receive paper bills.  
  2. Confirm the customer's billing address.

 Continue below.  
the customer does not want to receive any bills continue below.  
  1. After confirming all payment details, click Update.
  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 not received and email not sent because radio button and select the appropriate reason from the drop-down list.
  1. Click Complete and Send Email.

Go to task 7. 

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7. Activate the customer's equipment

  1. On the Account Summary screen in CORE, click Open Orders.
  2. On the Open Orders screen, click the connect order.
  3. On the connect order, click Assign to assign customer inventory.
  4. On the Assign inventory window, confirm the customer's STB (Set Top Box) serial number and sim card number.
  5. Click the radio button next to the correct equipment.
  6. Click  Place.
  7. Click Confirm. On the request successful message, click OK. The order will process to complete.
  8. Confirm with the customer that their service is now working.
If... Then...
the customer's service is working end of procedure.
the customer's service is not working and the order has completed in CORE
  1. Advise the customer that a soft reboot is required.
  • For iQ3. iQ4 and iQ5 STBs, press and hold the power button on the front of the STB for 10 seconds.
  • For iQ2 STBs, press and hold the Back and Select buttons on the front of the STB for 10 seconds.
  1. Once the STB has finished rebooting, confirm whether the customer's service is working.
  2. If the customer's service is still not working, transfer the customer to Technical Support.  (for transfer information, see FoxPages directory - Foxtel departments).

End of procedure.  
the customer's service is not working and the order has not completed in CORE. see, Overview - CORE work order statuses to determine the stalled reason and follow the steps to resolve the issue.  


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