OTS - Z1

declined - Before cancelling
 
Regular Cancellation

- 30 days

- contact current provider > process discon > contact new provider > new package/ new service

 

OTS - one touch switch

- proceed directy to new provider > new prov will contact old prov
one convo = both discon and install at the same day
- possible > 30 days
 
how to know if customer did ots
- CJM, you will get message LP (Losing Provider) ex LP-0000000000 + switch date (install date) > provider > status (CP, 
 
If Completed:
         vm acc disconnected, acc cancelled > WO > discon = CP > New Prov Install & Active
 
         else:
         Switch Complete No work order = book 24hrs disconnection, credit back (refund in cheque after 45 days) to the date of supposed disconnection, ots completed without processed work order
 
         Switch Complete Pending Disconnect = future star, ICOMS > CV > change date
 
         Switch Cancelled Pending Disconnect = call new prov to cancel ots, cant cancel for ots, tell supervisor cancel their cancellation
 
         Switch Data Unknown No open work = incomplete details given to new provider, ask customer to talk to new provider > book 30 days cancellation, ots date priority
       
         Customer wants to remain in VM = One touch switch cm does not show cancelled, ask customer to talk to new provide
 
         Customer had been charged EDP whilst in RTC = Credit 
 
         Customer active with provider showing awaiting trigger = ask customer to talk to new provide
 
 
Since you have a current contract ill have you know that you will pay disconnection fees, and since your are disconnecting your services with us you will need to return your Vm equipment