[Wireline] CBS: Premises Move Process-testing 2

Overview

When migrating from CBS to START with a move is not possible. There are three different ways to move a customer from one address to another in CBS depending on the scenario. If you need to cancel or rebook a pending move in CBS, visit [Wireline] CBS: Rebook or Cancel a Move Transfer Work Order.

Details

Before You Begin

Which Process to Use

Basic Account to Address Transfer

Inter-Exchange Transfer

Inter-Branch Transfer: Winnipeg

Inter-Branch Transfer: Mission

Activate Services at New Address

Before You Begin

Ensure you are speaking with the Account Holder or a Fully Authorized user

Verify the new address has full availability for services required

Billing must be Current or 2OD

Tech Connect is the prefered connection method in moves and transfers.

Use [Wireline] Tech Connect Experience and Expectations as a guide for your understanding and conversation.

Confirm there is not another account with TV service at the same address, and if there is, perform New Resident Initiated Disconnect (No-Tell Disco) if applicable.

Accounts "on Transfer" will not have access to Ignite TV, Shaw Go Authenticated Apps or other PPV\VOD services until the transfer WO is completed.

Migrate customers from CBS to START during a move whenever possible.

Which Process to Use

Enter the [Wireline] DU Command to check the Telephony Exchange of both addresses.

Scenario Move Type

Customer does not have phone, has no interest in adding phone, and is staying within the same CBS system Basic Account to Address Transfer

Customer does have phone, is staying within the same CBS system, and both addresses are within the same phone exchange Basic Account to Address Transfer

Customer does not have phone and is moving to a different CBS system

Inter-Exchange Transfer

Customer does have phone, or has interest in adding phone, and both addresses have a different phone exchange

Note: Customers in the CBS Vancouver "VAN" system may be able to move their number if both exchanges are in the Vancouver Local-Porting Exchange and those steps are followed

Inter-Exchange Transfer

The customer does have phone, wants to retain their phone number, is moving to a different CBS system, AND both addresses are within the same phone exchange

Note: Normally, moving a customer from one CBS branch to another would use the Inter-Exchange process. The Inter-Branch process specifically occurs in Winnipeg, Manitoba and Mission, BC when the customer wants to keep their phone number.

Inter-Branch Transfer

Basic Account to Address Transfer

Use [Wireline] 4 - Account to Address Command to process a move transfer

Adjust the installation charge as needed following the current information on [Wireline] One-time Fees & Miscellaneous Charges

Schedule an appointment in FFM

During the process, you will be asked to book a crew for the disconnection at the old address. You will see a screen with <@>. Enter through.

Create a Modify Order in the Digital Phone Tab for the Premises Move of the Phone service, if applicable.

Offer to eLink an Appointment Confirmation

Offer an SMS Text Reminder whenever a technician is needed

Add "SMS 6045551234" into the SPINS (CBS or START) and a reminder will be sent the day before

Add NS notes, time of call, old and new address, WO# and any additional notes as needed. Example:

246pm pst **moves** John called in to book move

1234 OLD ADDRESS DRIVE to 5432 NEW ADDRESS RD NW

work order 1234567 for Sept1 2-4 pm

No changes to account/Changes to the account are...

Sent email confirmation to email@shaw.ca

Inter-Exchange Transfer

Step One: Create a New Account

Advise the customer that because they are moving exchange areas, you will need to issue them a new account number and new telephone number. Services will otherwise stay exactly the same.

2 Open up a new account for the customer and add the exact services from the old account, completing the work order using the non-commissionable SREP# of 8888

If the customer wishes to add services at the time of their transfer, you can make changes to the services using the [Wireline] WC Command to modify the transfer work order after you have completed it.

In the Work Order SPINS, note: BRING NEW DPT. This is to ensure there is a DPT on-site during the appointment (in case the customer forgets to bring it).

Document the new account with the previous account number in your case notes as well as the NS notes on the account.

Complete a New Order in the Digital Phone Tab and give the customer their new phone number

Offer to eLink an Appointment Confirmation

Offer a SMS Text Reminder whenever a technician is needed

Add "SMS 6045551234" into the SPINS (CBS or START) and a reminder will be sent the day before

Step Two: Disconnect Old Account

Complete an 06 Work Order on the old account. The disconnect date can be the same as the 'new install' date (at the new address) or any date requested by the customer.

For full details of our Disconnect Guidelines, click here

Complete the Digital Phone tab if customer has Phone

Note: Always exit the account in CBS before submitting the DP Tab.

Step Three: The Odds and Ends

You will need to transfer any existing emails; however, this cannot be done until the new account is on billing. You will need to set a calendar reminder to complete the email transfer after the install of services and posting of the work order at the new address

If the customer has a retired or expired packaging codes on their account (example: GFUSTS) you can request these be added via ServiceNow

Request Retired or Expired Codes

Transfer any remaining balances/credits from old account to the new account

Perform a JE 24 for both of the accounts.

In the case of a credit balance, charge the old account and credit the new account

In the case of a debit/outstanding balance, credit the old account and charge the new account

Step Four: Billing Information

If the customer has CFPP, Easy Bill or a Mailing Address, remember to update these on the new account

If the customer does not have any of the above on their old account, ask them if they would like to add any on their new account

Step Five: Important Information for the Customer

Make sure that you remember to tell the customer these important pieces of information:

Their new account number

Their new telephone number

They should bring all equipment to the new address so that the tech can install it

They do not need to make any more payments to their old account

New voicemail requires a new PIN (last 6 digits of their new account number)

They will need to update their existing My Account profile with their new account information, or create a new profile

Customers will need to re-register their Go Wifi devices after account has been set up in the new region, as modem records differ based on their region. Please walk the customer through on registering their devices again for our Go Wifi network.

Note: Customers are unable to transfer their phone number during an Inter-Exchange transfer. A new account and phone number will need to be created and provisioned due to 911 exchanges. It is not possible for 911 to route properly for a phone number that is transferred from one exchange to another.

You may encounter accounts or have follow-ups assigned to correct accounts that have a phone number from a different exchange.

The only exception is CBS Vancouver customers who are moving to and from Vancouver Local-Porting Exchange which is a very different process including a ServiceNow request.

For more information on this see Do I Need to Change My Phone Number section on Change a Telephone Number.

Inter-Branch Transfer: Winnipeg

Note:

This applies to customers moving from MAN system to WPG system (or vice versa) within the city of Winnipeg with the phone exchange WNPG_MB

If possible migrate customers to START. TNR requests are not necessary in START as this will retain the original account number and TN.

Inter-Branch transfers use the same process as CBS: Inter-Exchange Transfer with the following exceptions.

Qualify new address for digital phone

Check for DP flag

Check [Wireline] DU Command to confirm the phone exchange matches the previous address

Check [Wireline] DN Command for DP Ready: Yes

Open a new account in CBS at the new address using Sales Rep 8888

Spins should read "Inter-Branch" along with previous account number, and other relevant information pertaining to the services requested

Enter all requested services in the work order

Once the work order is created, a popup will direct you to the Digital Phone tab in UD. Make sure that you DO NOT click anything on the DP tab. Just go back to the CBS tab without doing anything on the DP tab.

Disconnect old account using an 06 Work Order for the day of install

Enter No to immediate disconnection

Enter No to equipment being returned

Do not process a remove order in the DP tab or COMX

Fill out the Email template:

SDP - Residential Premises Move Template

Business Premises Move Template

Inter-Branch Transfer: Mission

Note: This applies to customers moving from VAN system to KEL system within the city of Mission, BC with the phone exchange MSSN_BC

Inter-Branch transfers use the same process as CBS: Inter-Exchange Transfer with the following exceptions.

Qualify premises for digital phone

Check for DP flag

Check [Wireline] DU Command to confirm the phone exchange matches the previous address

Check [Wireline] DN Command for DP Ready: Yes

Open a new account in CBS at the new address using Sales Rep 8888

SpIns should read "Inter-Branch" along with previous account number, and other relevant information pertaining to the services requested

Enter all requested services in the work order

Once the work order is created, a popup will direct you to the DP tab in UD. Make sure that you DO NOT click anything on the DP tab. Just go back to the CBS tab without doing anything on the DP tab.

Disconnect old account using an 06 Work Order for the day of install

Enter No to immediate disconnection

Enter No to equipment being returned

Do not process a remove order in the DP tab or COMX

Please reach out to your local support team if you do not have appropriate access to COMX for the following steps

Use the work order number from the new account to process a move on the old account

It will advise you with a prompt saying that you are changing the account number, click Accept.

Create a modify order in COMX which will allow the telephone number to be pushed to the new work order and change the address

Upon install completion, you will need to submit a "Telephony - ComX Errors" request in ServiceNow so the CLEC profile can be moved over and aligned with the new account number.

Activate Services at New Address

1 [Wireline] CBS: Premises Move Process-testing