1.1 Foxtel from Telstra
Telstra is a telecommunications company in Australia that re-sells Foxtel TV to their customers. Its customers are handled differently to Foxtel customers.
A Foxtel from Telstra customer has access to:
| Value added service | Access |
|---|---|
| Foxtel GO | |
| Login to My Account | |
| Remote record | |
|
My Account transactions (A Foxtel from Telstra customer can login to My Account, but cannot perform any of the following transactions:
|
1.2 Identify Telstra Accounts
Search for a Foxtel from Telstra account
You can search for a Foxtel from Telstra account using the customer's billing account number or CIDN.
In CORE, change the search criteria to Account Number, Invoice Arrangement or CIDN.
Identifying Telstra Accounts
CORE will display if an account is Foxtel from Telstra.
| Enquiries handled by... |
|---|
| Technical support calls are handled by Technical Support (for transfer information, see FoxPages directory - general information and specialist support). |
|
Package calls are handled by: Foxtel from Telstra agents (for transfer information, see FoxPages directory - general information and specialist support). |
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2. Handling Enquiries
Account permissions
Only Foxtel from Telstra change agents can adjust package and equipment.
Phone numbers and email addresses can be updated by Foxtel Direct agents as well as Foxtel from Telstra change agents.
| Telstra enquiry | Can Foxtel direct agents handle the following customer request? |
|---|---|
| Move service address | |
| Change of account holder | |
| Suspend or resume | |
| Disconnect account | |
| Update customer details | |
| Discuss other Telstra products | |
| Discuss Telstra account billing (Account billing details will not be displayed in the Account Summary screen in CORE) | |
| Add an offer | |
| Technical troubleshooting | |
| Change TV options | |
| Add HD option | |
| Add a multiroom | |
| Upgrade a set top box | |
| Store / Main Event | |
| Apply credit adjustment (Loss of Service) |
For Telstra contact information, see FoxPages directory - general information and specialist support.
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