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Procedure – processing NBN address investigation request eForms

Contents

  1. Description
  2. Tasks
  3. Appendices

 

1. Description:  
Follow this procedure upon receiving an eForm to investigate the serviceability of an NBN address.



2. Tasks: 
A. Action NBN address investigation
1. Check MESH/NBN co portal/NBN Rollout map to determine if address is missing, address is serviceable, address is unserviceable due to other service provider/NBN satellite, or if a Core SQ IT Ticket is required to fix the issue, and proceed to Step 2.  

  1. If the address is missing from the eForm, you will need to review the eForm and account to determine if this is for a New sale/Move order or transition order. 
  2. If the TV-only service on the account and notes in the eForm don’t mention a Move - investigate the address the TV is connected at. 
  3. If the new Address is not provided/or the address is incomplete - reply to the eForm agent that the new address has not been provided, and ask them to raise a new eForm with the address the customer is moving to. 
  4. Resolve eForm. 

 2. Check NBN Roll-out map to determine if the address is served by NBN Satellite or any other service provider - otherwise, proceed to Step 3.

 

 

  1. Send an email via the Outlook to the internal Foxtel agent who raised the eForm, advising we are unable to provide a broadband service to this address.
  2. See Appendix B for email templates.
  3. FOH agent is to contact the customer to advise them that their address is not serviceable for broadband through Foxtel.
  4. Resolve the ticket in Zendesk.

3. Depending on the status of the address, follow any of these options,

If... Then...
the address is missing from MESH and NBN co-portal:

** MAC = Manual Address Check 

  1. Send an email via the Outlook to the internal Foxtel agent who raised the eForm, advising a request has been raised to Telstra Wholesale to add the address into the system.
  2. See Appendix B for email templates.
  3. Raise MAC into MESH – Go to Step C (How to raise MAC).
the address is missing/unserviceable in MESH but is serviceable in NBN co-portal:
  1. Send an email via the Outlook to the internal Foxtel agent who raised the eForm, advising a request has been raised to Telstra Wholesale to add the address into the system.
  2. See Appendix B for email templates.
  3. Raise MAC into MESH – Go to Step 2 (How to raise MAC) including the LOC ID in NBN co portal.
the address is Found in MESH and NBN co-portal but it is unserviceable:
  1. Send an email via the Outlook to the internal Foxtel agent who raised the eForm, advising we are unable to provide a broadband service to this address. 
  2. See Appendix B for email templates.
  3. FOH agent is to contact the customer to advise address is not serviceable for broadband through Foxtel.  
  4. Resolve the ticket in Zendesk. 

 the address is serviceable in MESH and NBN co-portal:

  1. Check for Core SQ passes and proceed depending on the following:
    1. Address is missing from Core - Advise the agent to speak with their Team Leader to get the address added into core. When the address has been added, if the SQ fails a Core SQ test, an IT Ticket will need to be raised. Include these steps for the agent to raise the Core SQ IT Ticket and resolve the case. 

    2. Core SQ passes and matches MESH SQ - Send an email via the Outlook to the internal Foxtel agent who raised the eForm, advising them of core SQ passes and to use the following information in Core to find the address. The Snipping tool is required to take a screen shot of the address like displayed below and Paint is required to highlight the areas the agent needs to select.

      image

    3. Core SQ Fails - Send an email via the Outlook to the internal Foxtel agent who raised the eForm, advising an Core SQ IT Ticket is required to fix this issue. Proceed to Step E to determine what email needs to be sent.

       

    4. Core SQ Fails When transitioning the service in Core – CSN SQ in MESH is likely causing the issue. If you come across this scenario it's best that BPS organize the transition on behalf of the agent.  

       

      1. Send the customer eForm Core Transition SQ Fails email template.
      2. Once the Customer has agreed to the waivers, raise the transition order in Kenan/MESH.


 

C. How to raise a MAC 

  1. See Process Doc – Procedure – Raise a MAC into MESH.


D. How to raise a CORE SQ IT Ticket  

  1. If a CORE SQ IT Ticket is required:
    1. Send an email via the Outlook to the internal Foxtel agent who raised the eForm requesting they raise the IT Ticket.
    2. See Appendix B for email templates - ‘Subject: Core SQ IT Ticket required’. 
    3. This template includes full steps with screen shots of how to raise the required IT Ticket.

E. Setting FUD and next action 

  1. If MAC is raised, set FUD for 5 business days post today’s date to monitor MAC has been updated by TW.
  2. If no reply received in MAC after 5 business days, email TWNationalFibre@telstrawholesale.com.
  3. Set FUD for 10 business days to monitor for a reply from Telstra Wholesale.
  4. Reply to the eForm agent with an update when MAC has been raised/at least once a month. 
  5. No Update to Customer is required unless the case notes that the case manager will provide an update with the order. All communication should be done by the sales agent. 

3. Appendices
3.1 Appendix A:  Telstra Wholesale email template 
 Subject:  <Insert TRN of MAC> – Manual address check follow up  


Hi Team,  

Please provide an update on when the address investigation team will have the address updated in NBN systems.  

Kind Regards,  
The Foxtel Team 


3.2 Appendix B: Agent Email templates and Zendesk notes  
Email templates to send email via the Outlook to the internal Foxtel agent who raised the eForm and Zendesk  notes to be added to ‘Action taken’ 

i. Subject: Address Updated in Core and is serviceable 

Hi <insert agent name>,

The address-related issue has been resolved. Please proceed to raise the order. 

Kind Regards, 
The Foxtel Team  


                     Zendesk Note: 

  • <insert TRN of MAC> <insert dd/mm/yy> - <insert your username>:
  • Action taken: I have replied to the agent advising address issue has been resolved and to raise the order. 
  • Closed case 

ii.  Subject: Manual Address Check (Check if a service can be provided) 

Hi <insert agent name>, 

 We have submitted a request to confirm if NBN can be provided to this address. We expect this to be confirmed within 5-20 business days. 

 Kind Regards, 
The Foxtel Team  

                     Zendesk Note: 

  • <insert TRN of MAC> <insert dd/mm/yy> - <insert your username>: 
  • Action taken: replied to the eForm raising agent advising we have raised a request to confirm serviceability of the address. This can take between 5 - 20 business days. We will advise the agent once the task has been completed with the result. Set FUD <insert dd/mm>.
  • Action required: Monitor for TW update.

​​​​​

iii. Subject: Unserviceable Address:

Hi <insert agent name>, 

The manual address check has returned that address XX is unserviceable.  

Kind Regards, 
The Foxtel Team  


                     Zendesk Note: 

  • <insert TRN of MAC> <insert dd/mm/yy> - <insert your username>:  
  • Action taken: I have replied to agent advising the address is unserviceable
  • Closed case. 

iv. Subject: Manual Address Check - New Development application required 

Hi <insert agent name>, 

Manual address check has returned advising that this address has not been registered with NBN. The customer or the developer need to apply for a New Development Application via the NBN website. 

To begin the process, please advise the End User to complete the Pre-Qualification form online at http://www2.nbnco.com.au/industry/new-developments.html.

Once this has been completed the customer will receive conformation from NBN and then the customer can contact Foxtel to raise a broadband connect order. 

Kind Regards, 
The Foxtel Team  


                    Zendesk Note: 

  • <insert dd/mm/yy> - <insert your username>:
  • Action taken: Replied to the eForm raising agent advising manual address check, advising that this address has not been registered with NBN. The customer or the developer need to apply for a New Development Application via the NBN website. To begin the process, please advise the End User to complete the Pre-Qualification form online at http://www2.nbnco.com.au/industry/new-developments.html. Resolved case.

v. Subject: Core SQ IT Ticket required 

Hi <insert agent name>, 

To fix this a Core SQ IT Ticket is required - https://foxtelau.service-now.com/hub?id=index_foxtel.

Please follow the below steps. Address is known as <insert customer's residential address as known in Telstra systems> 

1. Search “log a core fault” 


 

 2. Input Robina in Locate, N/A in workstation user, and Apply template Core SQ Error 

3. Input the required fields, referencing the screen shot below: 
4. Include the following note in action required: 

Hi Team, there is a problem with Core SQ linking with Telstra wholesale SQ. The address is known as <insert customer's residential address as known in Telstra systems> within Telstra systems. Please fix this misalignment, as NBN is available at this address

 

Kind Regards, 
The Foxtel Team  


                     Zendesk Note: 

  • <insert dd/mm/yy> - <insert your username>: 
  • Action taken: I have replied to the agent advising that BPS do not fix Core outage message/SQ couldn't find a match and that an IT Ticket will need to be raised to fix the core issue. 

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