Resolving common Broadband errors – Foxtel

If Core shows	‘Unable to generate an SQ’ error
Example
This means	There has been an issue determining if customer can get Broadband
What you need to do	1. Attempt to perform an SQ 2-3 more times 2. Confirm the address with the customer 3. Check nbnco.com.au and search the address as it appears in CORE, to ensure the address is there If the address is on the nbn website and appears the same as Core and is 'Serviceable' raise a 'Core SQ IT Ticket' and advise the customer you will contact them back within 3-5 business days If the address is on the nbn website and is different to how it appears in Core or there are multiple address options and is ‘Serviceable’ raise a ‘BPS E-Form’ and advise the customer you will contact them back within 3 business days

If Core shows	‘Incomplete’ Data error
Example
This means	The address is likely unserviceable
What you need to do	1. Check nbnco.com.au to see if NBN is available at the address. Most of the time, the address will be classed as ‘other fibre provider’ which we cannot provide. If the address is on the NBN website and is classes as ‘NBN available’ raise a ‘BPS E-Form’ & advise the customer you will contact them back within 3 business days

If Core shows	‘Internal’ error
Example
This means	There is a system related issue with CORE
What you need to do	1. Attempt the action 2-3 more times If unable to proceed raise a ‘CORE Fault IT Ticket’ & advise the customer you will contact them back within 3-5 business days

If Core shows	‘Unable to match address’ error
Example
This means	We’re having difficulties finding the address in Telstra systems
What you need to do	1. Confirm the address with the customer 2. Add the address details manually to the fields in CORE that will appear below this error message 3. Search again

If Core shows	‘Service Qualification’ Error
Example
This means	This error normally appears when you are transferring an existing service to Foxtel and the phone number provided is no longer active (eg disconnected)
What you need to do	1. Confirm the existing phone number with the customer 2. Confirm customer is ok with a new number and connect a new service Note: If this is related to a recently disconnected ADSL service, raise a service move to the same address or raise BPS E-form if the customer wants the same number

If Core shows

Multiple options appear when searching the customers address

Example

This means

System is having difficulties finding the address and you might need to narrow your search results

What you need to do

1. Try to broaden your search results by removing a address prefix (for example, a letter) removing the suburb name (as this might be different to what the customer has provided)

2. Check nbnco.com.au. Search the address as it appears in CORE to ensure the address is there

If the address is on the nbn website appears the same as Core and is ‘Serviceable’ raise a ‘CORE SQ IT Ticket’ with as much detail as you can & advise the customer you will contact them back within 3-5 business days
If the address on the nbn website is different to how it appears in core or there are multiple address options that appear ask the customer if there may be any other addresses the property is listed as (e.g. one they also use for other services like power / water, or the suburb name/postcode has changed). If the address you have entered is correct or not know as any other addresses, then raise a ‘BPS E-Form’ with as much detail of what the customer said / what you found on the NBN website & advise the customer you will contact them back within 3 business days

If Core shows

Primary address available, but missing Letter

Example

This means

System is having difficulties finding the address.

What you need to do

1. Check nbnco.com.au. Search the address as it appears in CORE to ensure the address is there.

If the address is on the nbn website appears the same as Core and is ‘Serviceable’ raise a ‘CORE SQ IT Ticket’ with as much detail as you can & advise the customer you will contact them back within (how many days)
If the address on the nbn website is different to how it appears in core or there are multiple address options that appear, ask the customer if there may be any other addresses the property is listed as (e.g. one they also use for other services like power / water, or the suburb name/postcode has changed). If the address you have entered is correct or not know as any other addresses, then raise a ‘BPS E-Form’ with as much detail of what the customer said / what you found on the NBN website & advise the customer you will contact them back within 3 business days

If the address is not available on the nbn rollout map we cannot connect BB as the address is unserviceable

If Core shows

Primary address available, but missing the unit number

Example

This means

System is having difficulties finding the address.

What you need to do

1. Check nbnco.com.au. Search the address as it appears in CORE to ensure the address is there

If the address is on the nbn website appears the same as core and is ‘serviceable’ raise a ‘CORE SQ IT Ticket’ with as much detail as you can & advise the customer you will contact them back within 3-5 business days
If the address on the nbn website is different to how it appears in core or there are multiple address options that appear, ask the customer if there may be any other addresses the property is listed as (e.g. one they also use for other services like power / water, or the suburb name/postcode has changed). If the address you have entered is correct or not know as any other addresses, then raise a ‘BPS E-Form’ with as much detail of what the customer said / what you found on the NBN website & advise the customer you will contact them back within 3 business days
If the address is not available on the nbn rollout map we cannot connect BB as the address is unserviceable

If Core shows	SQ Errors
Example
This means	There’s an IT issue with the systems ‘talking to each other’
What you need to do	1. Try it again a couple of times, check with colleagues or your TL to see if others are experiencing the same issue. If the issue persists after a couple of attempts, log a Core fault using template ‘Core Fault’ remembering to indicate how many users are impacted by the error & advise the customer you will contact them back once the issue has been resolved* This error suggests back-end IT systems aren't talking to each other (i.e. could be internal to Foxtel, could be Foxtel/Telstra etc.) so timeframes to resolve can vary

If Core shows	Core system unable to process request
Example
This means	IT System is having trouble ‘talking to’ Telstra to check data as part of the SQ process
What you need to do	1. Try it again a couple of times, however this error is typically linked to the customer’s phone number or address record (i.e. data issue) If the issue persists after a couple of attempts, log a Core fault using template ‘Core SQ Fault’ remembering to include as much information as you have (e.g. address and screen shot of the error) & advise the customer you will contact them back once the issue has been resolved.

Related articles