1. Description
Follow this procedure to step a customer through linking their Netflix account to their Foxtel account.
When
Follow this procedure when a customer has already bundled Netflix with their Foxtel and needs to link their Netflix account.
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2. Rules
Existing Netflix customers must log in
If a customer has an existing Netflix subscription, they must log in to Netflix on their iQ5, iQ4 or iQ3 using their existing login details. They cannot create a new account using their existing Netflix details.
iQ5, iQ4 or iQ3 must be connected to the internet
To access Netflix on the iQ5, iQ4 or iQ3, the customer must have their STB (Set Top box) connected to the internet and be on the Release 9 software or higher.
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3. Tasks
1. Check if the customer has an existing Netflix account
- In CORE, on the Account Summary screen, check whether the customer has Netflix included in their subscription.
- Ask the customer if they have an existing Netflix account.
| If... | Then... |
|---|---|
| the customer does not have an existing Netflix account | go to task 2. |
| the customer does have an existing Netflix account | continue below. |
- Ask the customer what Netflix plan they subscribe to.
| If... | Then... |
|---|---|
| the customer subscribes to Standard Netflix | go to task 3. |
| the customer subscribes to Premium Netflix | go to task 4. |
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2. Set up a new Netflix account
Step the customer through the following instructions:
- Open the Netflix app on your iQ5, iQ4 or iQ3.
- Press Select on your Foxtel remote.
- Use the on-screen keyboard to enter the email address that you want to use to access your Netflix account.
- Select Next.
- Advise the customer they will receive an email from Netflix to set up a password and they should now be signed in and that by signing in, their Netflix account is now linked to their Foxtel account.
End of procedure.
3. Link a Standard Netflix account
Step the customer through the following instructions: Note: If the customer is already logged in to Netflix on their iQ4 or iQ3, advise them to log out via Get Help then sign out.
Once they have signed out proceed with the following steps:
- Open the Netflix app on your iQ5, iQ4 or iQ3.
- Press Select on your Foxtel remote.
- Use the on-screen keyboard to enter the email address you use when signing into your Netflix account.
- Select Next.
- Use the on-screen keyboard to enter your Netflix password.
- Select Next.
- Advise the customer that they should now be signed in and that by signing in, their Netflix account is now linked to their Foxtel account.
End of procedure.
4. Link a Premium Netflix account
Step the customer through the following instructions:
- Open the Netflix app on your iQ5, iQ4 or iQ3.
- Press Select on your Foxtel remote.
- Use the on-screen keyboard to enter the email address you use when signing into your Netflix account.
- Select Next.
- Use the on-screen keyboard to enter your Netflix password.
- Select Next.
- Ask the customer if they want to keep their Premium Netflix plan.
| If... | Then... |
|---|---|
| the customer does want to keep their Premium Netflix plan at an additional cost |
|
| the customer does not want to keep their Premium Netflix plan | continue below. |
- Select Plan options.
- Use the arrow keys to select the plan you want to change to and then press Select on your remote to tick the plan.
- Select Continue.
- Select Start watching.
- Advise the customer that they should now be signed in and that by signing in, their Netflix account is now linked to their Foxtel account.
End of procedure.
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