Procedure - return a Foxtel WiFi Modem

Contents

1. Description
2. Rules
3. Tasks

1. Description

Follow this procedure to assist a customer when they need to return a Foxtel WiFi Modem. 

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2. Rules
The customer owns the modem
Once purchased, the modem belongs to the customer. This means there is no need for customers to return their modem if they disconnect their Foxtel broadband.
 
Modems are not refunded
Foxtel will only refund a modem if: 

• an ADSL customer needed to get a BYOD (Bring Your Own Device) as the modem did not work due to technical difficulties
• Foxtel was unable to activate a broadband service for the customer and the modem was never opened and is returned.

Note: This is only applicable for customers on a 12 month contract as customers on a 24 month contract receive a free modem. 

 
Foxtel will not provide a refund for the modem if the customer has been connected with Foxtel broadband but is moving to an address where Foxtel cannot provide broadband. 

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3. Tasks

1. Determine reason for return
2. Return a working modem
3. Return a faulty modem
4. Complete the order

1. Determine reason for return

1. Determine the status of the modem the customer wants to return. 

If...	Then...
the modem is working	go to task 2.
the modem is faulty	go to task 3.

2. Return a working modem

1. In CORE, select the Accessories tab from the Account Summary screen.
2. Click the checkbox next to Broadband Hub Postal Return Letter. 
3. Click Submit Order. 
4. Go to task 4. 

3. Return a faulty modem

1. Ask the customer whether someone from the Technical Support team has performed troubleshooting to determine whether the modem is faulty. 

If...	Then...
the Technical Support team has determined that the modem is faulty.	continue below.
the customer has not performed troubleshooting on the modem	transfer the customer to the Technical Support team (see FoxPages directory - Foxtel departments).

2. In CORE, select the Accessories tab on the Account Summary screen.
3. On the Extras tab, select Hub WiFi Modem from the drop-down list.
4. From the Hub WiFi Modem drop-down list, select either Replacement WiFi Modem - Hub 3 - Warranty or Replacement WiFi Modem - Hub 3.

If...	Then...
the modem needs to be replaced within the 24-month warranty period	select Replacement WiFi Modem - Hub 3 -Warranty to ensure that the customer is not charged.
the modem needs to be replaced but it is no longer within the 24-month warranty period	select Replacement WiFi Modem - Hub 3. The customer will be charged for the new modem.  Note: See Overview - Broadband and home phone pricing for more information on charges.

6. Click the plus symbol to add the modem option to the customer's basket.
7. Click Submit. 
8. Go to task 4.

4. Complete the order

1. On the Delivery address screen, select the customer's preferred delivery address. (The modem can be sent to the customer's service address, billing address, or an alternative address can be entered.)
2. Click Continue.
3. Read the script on the Confirmation screen. 
4. Click Complete and Send Email to complete the order. 

Note: If the customer does not have an email address listed, click Complete without Email.
 

5.  Click OK on the Request Successful message.
6. Advise the customer that the modem and all the connections will need to be placed back in it's original box before returning. A modem postal return letter will be sent out with the replacement modem. Once the customer is ready to return the modem, they need to take the modem and the letter to Australia Post for it to be packaged up and sent back to Foxtel. The customer will not be charged for the return as long as they have the letter. 

Important: The modem needs to be returned in its original box as Foxtel does not repackage modems. If the customer does not have the original box, then the modem is not required to be returned.

End of procedure. 

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