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Service Query

Reconnection

Scenario


  • Customer calls to reconnect after a disconnection

What to do


  1. Insure that the full payment of the account is collected. If the customer insists in having services reconnected without paying the balance in full, escalate the issue to your team leader for the decision.
  2. If the disconnection was due to our error, no issues reconnecting the service. We might shoulder the reconnection cost to avoid further complaint - please consult your team leader.

  3. Identify if an order needs to be created by Sales or if an ATL ticket needs to be created.

     ADSL/NBN Service - If there is a cancellation work type on the account then, CRD should transfer the call to sales for an order to be created wherein service reconnection fees applies.

                                    If there is no cancellation work type this means customer has not been completely disconnected yet and CRD should withdraw the closure.

    Mobile Service - If the service has been disconnected within 5 months from the disconnection date then, an ATL ticket should be created for service reconnection.

     

    Service
    Reconnection Fee
    Mobile $0
    NBN $0
    ADSL $59 (Telephone connection Fee)

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