Procedure - processing eForms for Service Moves

Contents

1. Description
2. Tasks

1. Description
Follow this procedure to process Service Move ticket in Zendesk.

  Note: The BPS team will need to manage or flag the completion/creation of orders for service moves created outside of the regular business rules.

2. Tasks

1. Open ticket in Zendesk and account in CORE 

1. Open and review ticket in Zendesk. 
2. If the ticket in Zendesk: 
   1. Relates to an SQ error or to a request for checking address serviceability, refer to our nbn Address investigation request process.
   2. Relates to an Owner Install Area Error in CORE with HP and BB services at the current address, proceed to Step 2 – Go to Step 3x.

2. Complete a SQ check in MESH

1. Complete an nbn address investigation to confirm the address is serviceable for nbn.
2. If the new address is not serviceable (Sky Muster Satellite) for Broadband by Foxtel, then:
   1. Send the email shown below via the Zendesk to the agent who raised the ticket in Zendesk, advising the new address is not serviceable for Broadband from Foxtel.  

Subject: Unserviceable address 

Hi <Insert Agent First Name> 

We're unable to process this request. 

Customer’s new address is not serviceable for Broadband from Foxtel as available Technology is not supported by Foxtel. Please disconnect HP/BB services at current address first. 

Once completed, raise TV Only Service move to the new address. 

Kind Regards, 
The Foxtel Team 

3. If the new address is serviceable for Broadband from Foxtel, a service move order is required to be raised in VIVA.
   1. Take note of BB technology type (FTTP/N/C/HFC) and Service Class.

 3. Raise Service Move in VIVA 

1. Copy the customer's account number from the ticket in Zendesk and paste it into VIVA to open the account.
2. Take a screen shot of the TV components and note the current BB speed, plan, and if silent line on voice is included.
3. Click Orders and then Service Move under services.
4. Two Voice Services should be present.
5. Click on the first Voice service Identifier and select Components from the left panel.

6. Select disconnect reason and date of move, then click Next.

 

 7. Waive termination fees and click Next, and then Next again.

 

8. Search for the new address, select Campaign and Sale channel as Service Move / Reconnection, tick Serviceability box, and click Next.

 

9. Select available packages and open the Subscription TV Residential folder. 
10. Select inventory and tick the components listed in the screenshot from step 6, and click Add. 
11. Repeat for Correct TV/Platinum/Multiroom/Optional Extras packages. 
12. Repeat for Voice (if required) and Internet.
13. Once all required components have been added, click Next.

14. Select the Account level from Account Hierarchy and add all account components from the available pages on the left.

15. Next, add a new TV item to the account by clicking Add on the top left, select it and add the appropriate Service Components matching the screen shot from step 6.
16. Select the Account Level again from Account Hierarchy and add another TV item to the account for each multiroom and add corresponding Service Components.

 

17. Select the Account Level again from Account Hierarchy, and add Voice (if required) and Internet, adding appropriate Service components. ​​​​​​

18. Once all the required Services have been added, click Next and then Finish​​​.

 

19. Go to the order and locate the BB and/or HP disconnects via the Identifier ID.

20. Click the blue SO number and update CRD, TW Request type, and Associated FNN (old address and phone number) and click ok.

1. Repeat for both HP/BB, if required. 
2. Please note that TW Request Type will always be Moving Home on Service Move orders.

 

21. Next locate the BB and/or HP connects and update the extended data. 

22. Type only the CRD and TW Request data, as Associated FNN will come from RCT order. 

23. Next, click the number at the top of VIVA where it says Current Order.

24. Update the Service Class to the number previously obtained from SQ.​​​​​​

25. Ensure that the “Upd Bill Add on Svc Move” box has been checked on all Service Move orders.

26. Click Ok.

27. Commit order to complete process. ​​​​​​

1. Please Note – TV Orders DO NOT Require Extended Data.

 

4. Solved Zendesk ticket

1. Leave appropriate notes
2. Solved Zendesk ticket

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