1. Description
Follow this procedure if a customer requests additional data or has used all their data allowance for the month.
Note: Customers can purchase multiple top-ups per month. When a customer is purchasing excessive data top-ups, you should recommend that they upgrade to an unlimited broadband bundle. For more information, see Overview - Broadband and home phone pricing.
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2. Rules
Account holder or authorised contact only
Only the account holder, or an authorised contact, can request to add a data top-up.
No overdue balance when upgrading
Data top-ups cannot be added to an account that has an overdue balance
Top-up data expires on reset date
Additional data is only available for the remainder of this data allowance month. Any leftover data will be lost when the data allowance is reset.
There is no limit to additional top-ups
There is no limit to how many top-ups may be bought. However if the customer is regularly adding top ups, suggest increasing their monthly data allowance.
Data usage alerts are sent at intervals
Data usage alerts are sent when the customers monthly data usage has hit 50%, 85% and again at 100%. The method sent is determined by the customer.
No data top-ups for customers on unlimited bundles
Customers on unlimited bundles cannot purchase data top-ups as they do not have data usage limits.
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3. Tasks
Follow this procedure if a customer requests additional data or has used all their data allowance for the month.
Top
2. Rules
Account holder or authorised contact only
Only the account holder, or an authorised contact, can request to add a data top-up.
No overdue balance when upgrading
Data top-ups cannot be added to an account that has an overdue balance
Top-up data expires on reset date
Additional data is only available for the remainder of this data allowance month. Any leftover data will be lost when the data allowance is reset.
There is no limit to additional top-ups
There is no limit to how many top-ups may be bought. However if the customer is regularly adding top ups, suggest increasing their monthly data allowance.
Data usage alerts are sent at intervals
Data usage alerts are sent when the customers monthly data usage has hit 50%, 85% and again at 100%. The method sent is determined by the customer.
No data top-ups for customers on unlimited bundles
Customers on unlimited bundles cannot purchase data top-ups as they do not have data usage limits.
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3. Tasks
1. Check for an overdue balance
- 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 2. |
| the customer has an overdue balance and can pay the amount in full |
|
| the customer has an overdue balance and cannot pay the amount in full |
advise the customer that they cannot add a data top-up while their account is overdue, and they will need to call back once their account is paid. End of procedure. |
2. Select the data top-up option
- On the CORE side-menu, select Change Options.
- Select the Extras tab.
- Select the top-up option from the Broadband Top Up drop-down list.
- Click the plus symbol.
Go to task 3.
3. Review and confirm the order
- Click Review Order.
- In the Order Details section, click the ASAP radio button to ensure the order will complete today.
- Confirm the order details with the customer and click Confirm Order.
- Read the Change Summary to the customer and confirm whether they wish to proceed with the order.
- Select the Script read and customer consent received radio button.
- Click Complete and Send email.
- Click OK to return to the Account Summary screen.
End of procedure.
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