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Transfer of Service

STEP 1 THE ACCOUNT


 Is there an amount owing over 30 days?

 NO - Go to Step 2

YES - See Below

The customer must clear the debt before the transfer can be booked. We will need:

An authorised Credit Card Payment Proof of Payment Payment on an ECA


 STEP 2 THE NEW ADDRESS

 Is the new address serviceable?

NO - See Below

 YES - Go to step 3


  •  Check Premise Maintenance
  • The address should be in status 5 (released to sales).

If the address is in status 4 (released to sales) sales admin should be contacted to change the status to 5

 


STEP 3 THE CURRENT TELEPHONE NUMBER

 Is the current Telephone Number Ported?

 NO - Go to Step 4 

 Yes - See Below 


  •  Advise the customer that they will be issued with a new number, at no extra cost, as we are not able to transfer their existing number.
  • Make a note of this on the memo screen

( A ported number can be identified from the Customer Search Screen Service Orders)

 


SERVICE CODES FOR TRANSFER OF SERVICE


R1

Single phone number


RB

Dual - RBCT (Cable)


Y1

Number port - single service


YICT

Cable


 STEP 4 CUSTOMER REQUESTS A NEW TELEPHONE NUMBER

 


 

 NO - Go to step 5

 Yes - See Below


  •  If the new property has the same dialling code as the existing property, a 30.00 charge will be applied. If the dialling code has to change, the number will automatically change foc.

 


 

 STEP 5 ADVISE THE CUSTOMER


  •  They may be issued with a new telephone number if we are unable to transfer their existing one.
  • The installation date at the new addresses will be confirmed by telephone or letter.
  • The customer should take the STB'S and remote controls to their new address for installation or collection.
  • If an additional phone socket is requested at the time of transfer the charge will be 10 for the same level as master; 15 if different level to master

If the customer would like additional STB'S installed this should be arranged with the transfer request so the crew do the work whilst at the property. Normal additional STB charges apply.

 

 


 STEP 6 TELEPHONY CUSTOMER REQUESTS A TRANSFER WITH LESS THAN 5 WORKING DAYS NOTICE

 


 

 NO - Go to Step 7

 Yes - See Below


  •  If the customer requests to transfer with less than 5 working days notice, or they have already moved the CSA should raise a RS order. This will ensure that the telephony line is temporarily disconnected on the due date, even if the transfer of service cannot proceed until a later date. This will prevent further charges being run up on the line, e.g. by a new person moving in.

 


RS Order Classification Other

Due date = date for temporary disconnect; this is when customer is actually moving out or today if already moved out. ( Can be entered for today if before 4pm otherwise next business day)


 STEP 7 RAISE AN E TYPE TRFSR DISPUTE


  •  Change the Resolve By Date to the date the customer is moving out of their current property


 Include the following information on the Dispute Memo:


  •  The date the customer is moving out of their current property
  • The date the customer is moving into their new property
  • The new address ( with post code if possible)
  • Which service needs to be transferred
  • How many additional telephone sockets or STB'S (if any) are required
  • If a disconnection of 1 STB is required note the STB number the customer wishes to disconnect
  • A contact Telephone Number - even if moving into the temporary accommodation
  • If a RS order has been raised, this should also be noted on the memo


 

 

Temporary Disconnection ( Only used When Transferring Telephone Service to New Address) (RS)


SCREEN

ENTRIES


Customer Service Main Menu

Type 4 on command Line, ENTER


Telco Service Order Menu

Type 1 on Command Line, ENTER



 Service Request Entry

 Telephony

Sales Agent

Reason

Sales Type

Classification

 1

Your employee number

F4 & select a code

03 CSA

Other select ENTER twice.


 Service Order Entry

 Service Order Type

Line Number

 

Due Date

 Change to RS

F4, select the phone number against which the change is being made with an X. ENTER

Date for Temporary Disconnection. This is when a customer is actually moving out or today if already moved out. (Can be entered for today if before 4pm, otherwise next business day)


 Service & Equipment

 ENTER to continue


 Work With Call Plans

 ENTER to continue


 Service Request Information

 F11 Memo

F6 Twice to Add Memo giving information on why the Service Order has been raised and the due date changed.

ENTER Twice

F3 Exit


 

 

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