Raising a BPS eForm

When you need to raise an eForm for a BPS case, do the following at the time of creating the BPS case in C360.

1. Update Subject to the following format “BPS Case - <short desc>.
2. Set Product to Broadband/Home Phone.
3. Set Issue to Other.
4. Update Description with details for the eForm that needs to be raised for the customer. Choose the specific eForm from the options given below:

•  
  • Cancel order request
  • Modify order request
  • Additional / New Connection
  • Disconnect service on Bundled account
  • Proof of Occupancy
  • NBN Address investigation request
  • Broadband Change of Account Holder
  • Move Home
  • PRI Deleted / Reconnection
  • NBN Transfer IN
  • Port Out
  • COAT
  • Add / Modify Home Phone
  • BOH (admin)

Check out this Foxhow article for the details to be included while raising specific BPS eForms.

Screenshots of technical case to be raised for BPS issues for reference. Check out the fields to be filled out as discussed above.

5. Copy the description created in Step 4 into a note on the C360 technical case once it is created.

6. Proceed to the resolution screen of this troubleshooting flow.
7. From the list of outcomes in the dropdown menu, select Unresolved - technical case raised to complete the troubleshooting and return to the main case screen.
8. Use the escalate button on the case window to escalate the case after ensuring that all relevant details have been filled out. 

9. Case will be escalated to the Fault Escalation team.