Procedure - change broadband bundle

Contents

1. Description
2. Rules
3. Tasks
 

1. Description

Follow this procedure to change the broadband bundle on a customer's account. 

When 
Follow this procedure when a customer wants to change their bundle or data usage allowance. 

Note:  Authorised representatives are not available on Broadband/Home Phone accounts since the introduction of multi-factor authentication. Only account holders can handle all aspects of these accounts.

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2. Rules
Account holder only
You must be speaking to the account holder to follow this procedure.
 
No overdue balance
A customer cannot change their broadband bundle while their account has an overdue balance. 

Upgrade or swap at anytime
A customer can add or swap a new monthly option at any time during a billing month.

nbn customers are not required to take up a home phone
Customers with an nbn service do not need to take up a home phone with their broadband service but can choose to add one if they want a home phone.
 
Downgrades on day before bill cycle only
Existing monthly options can only be removed on the day before the customer's bill cycle date.

New options kept for minimum 1 month
Where a new monthly option is added, the customer must keep the new bundle for at least 1 billing cycle.

Existing customers do not need to recontract
Existing customers on an old bundle who have served out their contract and wish to change their data limit are not required to recontract.

Plan changes to unlimited plans only
Existing customers wanting to change their plan will only be able to switch to the unlimited plans. Once a customer has switched to one of these plans, they will not be able to switch back.
 
CND: $3/month on new plans
Customers on the 100GB or unlimited plans will be charged $3 per month for Calling Number Display. Calling Number Display remains at no charge for any original bundle plans. 

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3. Tasks

1. Check customer's details in CORE

2. Check for an overdue balance
3. Change the customer's bundle
4. Review and confirm the order

 

1. Check customer's details

1. a.  Check that the customer has provided a valid and active email address.

Note:

1.  
   1. If the customer does not have an email address, leave the field blank; do not enter a fake email address (e.g. [e-mail]).
   2. If the customer does not have an email address, CORE will not allow you to proceed until an email address is added. In that case, contact VST for further assistance.

 

2. Check for an overdue balance

1. On the Account Summary screen in CORE, check whether the customer has an overdue balance.

If...	Then...
the customer has no overdue balance	go to task 3.
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. Go to task 3.
the customer has an overdue balance and cannot pay the amount in full	advise the customer that they cannot change their broadband bundle while their account is overdue, and they will need to call back once their account is paid. End of procedure.

3. Change the customer's bundle

1. On the CORE side menu, click Change Options.
2. Click the Bundles tab.
3. Select the customer's bundle type, e.g. 

• TV + Broadband + Phone
• TV + Broadband
• Broadband + Phone. 

4. Select the required bundle for the customer. The Recontracting Required window will display. 

If...	Then...
a contract is being added	Select the contract period from the New Contract drop-down list.  Click Recontract. Go to task 4.
a contract is not being added	click Cancel and go to task 4.

4. Review and confirm the order 

1. Click Review Order. 
2. Check the order date in the Order Details section on the Review screen. 

Note: Advise the customer that if they are changing to an unlimited data plan, they cannot change back to their previous broadband package. 
 

If...	Then...
the change is a downgrade	the order date must be the day before the billing cycle date. Continue below.
if the change is an upgrade	the order date can be today's date (or any date of the customer's preference).  Continue below.

3. 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.  

 

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 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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