Podcast
Questions and Answers
Customers must take a new modem for their plans to be considered a FIXED RECON
Customers must take a new modem for their plans to be considered a FIXED RECON
True
A plan with both Fetch TV and a landline included can be classified as a RECON when changing to a current plan.
A plan with both Fetch TV and a landline included can be classified as a RECON when changing to a current plan.
True
Customers with an Optus Plus Everyday NBN plan must get a new Gen2 modem during the FTTP upgrade.
Customers with an Optus Plus Everyday NBN plan must get a new Gen2 modem during the FTTP upgrade.
False
All plans that do not contain 'Everyday' in the name qualify for a fixed recon and require a new modem.
All plans that do not contain 'Everyday' in the name qualify for a fixed recon and require a new modem.
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If SQ shows a customer is eligible for a Fibre Upgrade, booking an NBN appointment does not result in a FTTP Upgrade.
If SQ shows a customer is eligible for a Fibre Upgrade, booking an NBN appointment does not result in a FTTP Upgrade.
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FETCH TV must be returned to Optus during the transition from Old (post-paid) to a New (Subs) NBN plan
FETCH TV must be returned to Optus during the transition from Old (post-paid) to a New (Subs) NBN plan
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A customer using their own modem during a FTTP upgrade should be informed that 4G backup is not applicable.
A customer using their own modem during a FTTP upgrade should be informed that 4G backup is not applicable.
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Which plan requires a new Ultra GEN2 modem for a Fixed Recon?
Which plan requires a new Ultra GEN2 modem for a Fixed Recon?
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What happens to Fetch TV when a customer switches to a current plan that no longer includes it?
What happens to Fetch TV when a customer switches to a current plan that no longer includes it?
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Which plan is typically associated with fetch TV and landline services?
Which plan is typically associated with fetch TV and landline services?
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Which requirement is essential for a plan to be categorized as a FTTP Upgrade?
Which requirement is essential for a plan to be categorized as a FTTP Upgrade?
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Is a new modem mandatory for Optus Plus Everyday NBN plans when performing a FTTP upgrade?
Is a new modem mandatory for Optus Plus Everyday NBN plans when performing a FTTP upgrade?
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What must a customer do if they currently have an Internet Everyday Superfast plan when switching?
What must a customer do if they currently have an Internet Everyday Superfast plan when switching?
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What information is necessary when a customer inquires about FTTP upgrades?
What information is necessary when a customer inquires about FTTP upgrades?
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Can customers use their own modem for a FTTP upgrade with 4G backup?
Can customers use their own modem for a FTTP upgrade with 4G backup?
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Study Notes
Fixed Recon Requirements
- Customers with specific plans must acquire a new Ultra GEN2 modem for a setup to qualify as Fixed Recon.
- Qualifying plans include:
- Internet Everyday
- Internet Everyday Fast
- Internet Everyday Superfast
- Internet Everyday Ultrafast
- Optus Internet Ultimate
- Any other plans without "Everyday" in the name.
Recon with Fetch TV and Landline
- Plans including Fetch TV, Landline, or both are classified as Recon upon a change to a current plan.
- Fetch TV must be returned to Optus, and items can be returned in-store via DSC.
- Common plans with Fetch TV and Landline:
- My Big Bundle
- Entertainment Bundle
- Big/Small Office Bundle
- Internet Entertainer Plans
- My Basics Bundle (Landline Only)
- Any plan not containing "Everyday" in the name.
FTTP Upgrade Details
- Fibre Upgrade eligibility is determined by SQ; an NBN appointment indicates a FTTP Upgrade regardless of plan.
- For Optus Plus Everyday NBN plans, using the existing Gen2 modem is permissible for a FTTP upgrade—no new modem required.
- Customers may opt to use a self-supplied modem during the FTTP upgrade, but must book an appointment and recognize that 4G backup is not applicable with their own modem.
Important Considerations
- When discussing FX Recon and FTTP Upgrades, actively engage in conversations regarding Landline and Fetch usage.
- Note the advantages of the Gen2 Modem and inform customers about them in bullet points.
- If uncertainty arises, consult the Tablet for clarification from Daman, Kazim, or Tonmoi before speaking with the customer to prevent confusion.
Modem and Plan Requirements
- New Ultra GEN2 modem required for all Fixed Recon plans.
- Various plans potentially needing the modem include Internet Everyday, Internet Everyday Fast, and Optus Internet Ultimate.
Fetch TV and Landline Changes
- If a customer switches to a current plan, Fetch TV must be returned to Optus if included in the original plan.
- Customers have options to keep, upgrade, or return Fetch TV based on the plan they switch to.
Plans Associated with Fetch TV
- Typical plans associated with Fetch TV and Landline include My Big Bundle, Entertainment Bundle, and Internet Entertainer Plans.
FTTP Upgrade Requirements
- FTTP Upgrade requires booking an NBN appointment and having an Optus Plus Everyday NBN plan.
- Self-supplied modems can be utilized for FTTP upgrades.
Modem Necessity for FTTP Upgrade
- A new modem is not mandatory for FTTP upgrades; it's only required if the customer specifically requests it.
True or False Insights
- An Internet Everyday Superfast plan requires a new Ultra GEN2 modem for Fixed Recon: True.
- Fetch TV must be returned when changing to a current plan: True.
- FTTP Upgrade can be completed without booking an NBN appointment: False.
- Self-supplied modems can be used for FTTP upgrades, but 4G backup isn't available: True.
- Questions about Fixed Recon or FTTP should be referred to Daman, Kazim, or Tonmoi for clarification: True.
Common Plans and Customer Discussions
- Common plans including Fetch TV and Landline: My Big Bundle, Entertainment Bundle, Internet Entertainer Plans.
- Discuss necessary steps, customer preferences, and any potential impact on their service when addressing Fixed Recon and FTTP upgrades.
Benefits of Gen2 Modem
- The Gen2 Modem offers improved performance, connectivity, and compatibility with current plans and upgrades.
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Description
This quiz focuses on the key criteria for identifying fixed recon and FTTP upgrades in internet plans. Participants will learn about specific plan names and required modem upgrades necessary for recon eligibility. Test your knowledge on internet service classifications and requirements.
