DOCSIS to XGS (Fibre Up) in Discover & ICOMS

What is happening?

We’re upgrading our network to Full Fibre, using newer technology to improve reliability and speed. Some of our existing customers now have the option to move from their current Hybrid Fibre service to Full Fibre.

If a customer lives in a Fibre Upgrade migration area, you will see two broadband types in Discover:

XGS (Full Fibre)
DOCSIS (Hybrid Fibre)

What do I need to do?

✅ If the customer wants to stay on DOCSIS:

Click the Override button in Discover
Continue BAU (no migration)

✅ If the customer wants to migrate to Full Fibre (XGS):

Clearly tell the customer that an engineer installation is required.

In ICOMS:

Use call code: 19 – FIUP Migration.
Change the broadband service code from DOCSIS to XGS.
Add the new broadband on a separate service occurrence (e.g. line 2).
The TV service can stay on the current occurrence.

Fibre upgrade conversational support:

✅ Open the conversation:

-There’s an optional Full Fibre upgrade available at your address. No obligation – I just want to make sure you’re aware and have all the information to decide what’s right for you.

✅ Explain the benefit in brief:

It uses newer technology and can offer faster, more consistent speeds of up to 2Gb.

✅ Be clear on the change:

It will require an engineer visit and, once installed, it’s a permanent change.

✅ Set key expectations:

Full Fibre doesn’t support home phone services or TV recording on Stream.
The engineer will check WiFi coverage and install new WiFi 6 pods if needed.”

✅ Give control back:

-Would you like me to talk you through the Full Fibre option, or are you happy staying as you are?

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Only customers with no home phone and Stream TV only can migrate at this time. If the customer has a home phone line and/or a legacy TV box (TiVo, V6 or 360), they will not be able to migrate to Full Fibre (XGS).

Explain Important Information:

Once Full Fibre is installed; the customer cannot move back to Hybrid Fibre (the coax cable is removed).

The engineer installation is a fully manned visit – ensure the customer is aware of what to expect.

WiFi Pods – the engineer will complete a WiFi walk and, if needed, Black WiFi 6 Pods will be installed.

Stream TV does not support TV recording.

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