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Service Query

Lifting Service Suspensions

Scenario


  • Services got suspended due to non-payment
  • Customer previous requested the service to be suspended and is calling back to get it unsuspended

What to do


  1. For suspensions due to non-payment, insure that the account balance is PAID IN FULL before lifting the suspension. Payment must be confirmed before lifting any service suspensions, which means direct debit payments/BPaypayments need to be cleared prior to unsuspension. In case the customer will pay a considerable amount and would request the balance to be carried over to the next invoice, consult your team lead for the decision. Your team leader will be the one to unsuspend the services.
  2. For customer initiated suspensions, ask your team leader to unsuspend the services, agent logins does not have the Unsuspend option.
  3. Below are the times it takes to lift a service suspension.

    Telstra Phone: Order sent before 11am will be processed by Midday, Order sent after 11am and before 3:30 – 4pm usually by COB, any later will be by Midday the following day.

    Optus Phone: Order is processed within an hour of order submission as long as we pick the same day for processing.

    Mobile/3G: 15 Minutes (Suggest switching device off then on if still not working)

    ADSL: 5 Minutes (Suggest power cycling modem if still receiving slow speeds after 5 minutes)

GUIDES

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