Procedure - track a Foxtel WiFi Modem – Foxtel

Contents

1. Description

Follow this procedure to assist when a customer calls because they haven't received their Foxtel WiFi Modem.

Note: If a customer wants to track their TV equipment delivery, see Procedure - track TV equipment delivery.

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2. Rules
There are no business rules for this procedure.

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3. Tasks

1. Find the order information
2. Track the modem
3. Re-send a modem

1. Find the order information

In CORE, select the Orders tab on the Account Summary screen.
Note: If there is currently a pending order on the account, you will also see a red Open Orders link. You can click on that link to take you directly to the open order.
Check all orders to identify the modem order.

If...	Then...
the modem has not been ordered	see Procedure - order a Foxtel WiFi Modem to order a modem for the customer.
the modem has been ordered	continue below.

Ask the customer if they have received a modem tracking SMS from Foxtel.
Note: A CI note will be placed on the customer's account when the message is sent. The SMS:

is sent when the order is dispatched
will go to the first mobile number listed on the customer's account
has the link to track the modem via Australia Post.

If...	Then...
the customer has received the modem tracking SMS or the customer has not received the modem tracking SMS, but you can locate the tracking number in the CORE notes	go to task 2.
the customer has not received the SMS, and you cannot locate the tracking number in the CORE notes	continue below.

Check the date of the order (you must allow at least 3 business days for the order to be processed). If the order was made more than 3 business days ago, go to task 3.
Note: Modems are sent from Melbourne, so they will not be dispatched on Victorian public holidays.

2. Track the modem

Go to the Australia Post tracking portal.
Enter the tracking number.
Click Track and information on the parcel status will be displayed.
Note: The results from tracking the item will give you an idea of where the parcel is. The delivery status will be one of the following:

at delivery centre
in transit
with driver for delivery
delivered
delivery attempted, now at Post Office.

Discuss the delivery status with the customer based on the information provided.
If the order shows as delivered and the customer still does not have it, submit a BOH Use Only e-Form to investigate further (for more information, see Create new specialist case in Zendesk).

End of procedure.

3. Re-send a modem

Check the broadband technology type ordered to confirm the type of modem required.

If...

Then...

the order is for ADSL or nbn (service classes 3, 13 and 24 - see nbn connection diagrams and timeframes for service class information)

submit an e-form request (see Procedure - re-send a Foxtel WiFi Modem for instructions).

the order is for nbn (all other service classes -see nbn connection diagrams and timeframes for service class information)

Advise the customer they will receive an SMS to notify them when the modem has been dispatched.

Note: The SMS will advise the customer that the modem will be dispatched 5-8 business days before the scheduled appointment date.

If the scheduled appointment date is less than 5 days away or has already passed, submit an e-form request (see Procedure - re-send a Foxtel WiFi Modem for instructions).

End of procedure.

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