How to place a broadband modify order
If I change the connection speed, is a new appointment required to change the ONT?
How to place a modify order with an integrated number port
Broadband order numbers and billing
Supported order paths
The Metis platform supports the following types of modifications to existing orders
- Change the care level (applies to SoGEA/FTTP, or when moving from FTTC to SoGEA/FTTP)
- Change the connection speed (apples to SoGEA and FTTP)
- Change the service from Zen FTTC to Zen SoGEA
- Change the service from Zen FTTC to Zen FTTP
- Change the service from Zen FTTC to Zen SoGEA with an integrated number port
- Change the service from Zen FTTC to Zen FTTP with an integrated number port
How to place a modify order
First, go to the broadband report, which will display a list of all orders associated to your customer.
From the actions column dropdown, select Modify
The next screen will show all the details of the existing order. From here, you can choose the modifications that you wish to make.
In this example, the original order is met749, the original service is FTTC 80/20, and we are changing it to SoGEA 80/20.
We are also changing the care level from 'Standard' to 'Enhanced'
Next, enter your contact details, and if you wish to have an engineer help with the change, and your preferred activation date, and submit the order.
On submission, a new order will be created for the new service. In this case, the original order is met749, and the new order is met780. A confirmation order will be shown on scrren and your new order is listed on the broadband orders report.
Select 'View' from the action options to view all details about this order.
The order details section will show the 'Linked Order Ref'. This is the original parent order.
The new order will progress as normal. The end user will not have to change any connection details associated with the new service. The original username, password and static ip address will remain the same.
If I change the connection speed, is a new appointment required to change the ONT?
When placing a modify order to change the connection speed, the following rules apply.
| Initial Speed | Modified Speed | Appointment Required | Notes |
|---|---|---|---|
| Under 1000 Mbps | Under 1000 | No | No change to ONT is required |
| Under 1000 Mbps | Over 1000 Mbps | Yes | A new ONT that supports the FTTP1200 & FTTP1800 services is required |
| Over 1000Mbps | Over 1000Mbps | No | No change to ONT is required |
How to place a modify order with an integrated number port
This type of order only applies when the following conditions are met.
- The current service is Zen FTTC (Fibre to the cabinet)
- Packnet supplies the WLR3 service associated with the FTTC circuit
In this case, the user placing the order will be asked if they wish to port the number associated with the WLR3 line to Packnet's voip network.
The change to the service speed, care level, or the service product and the integrated number port will be completed on the same day.
Broadband order numbers and billing
The following changes happen to order numbers and billing in modified scenarios
| Scenario | Order Number | Billing |
| Change of care level (up or down). | There is no change in order number. | Billing starts on the day the care level change is completed. |
| Change of connection speed. | A new order is created for the new service speed. This is the child order. The original order is the parent order. |
Billing associated with the child order starts when the speed change is completed. Billing associated with the parent order is stopped on the same day. |
| Change of service from Zen FTTC to Zen SoGEA. | A new order is created for the new SoGEA service. This is the child order. The original FTTC order is the parent order. |
Billing associated with the child order starts when the new SoGEA service is completed. Billing associated with the parent order is stopped on the same day. |
| Change of service from Zen FTTC to Zen FTTP. | A new order is created for the new FTTP service. This is the child order. The original FTTC order is the parent order. |
Billing associated with the child order starts when the new FTTP service is completed. Billing associated with the parent order is stopped on the same day. |
| Change of service from Zen FTTC to Zen SoGEA and integrated number port. | A new order is created for the new SoGEA service. This is the child order. The original FTTC order is the parent order. |
Billing associated with the child order starts when the new SoGEA service is completed. Billing associated with the number being ported starts on the same day. Billing associated with the parent order is stopped on the same day. |
| Change of service from Zen FTTC to Zen FTTP and integrated number port. | A new order is created for the new FTTP service and associated integrated number port. This is the child order. The original FTTC order is the parent order. |
Billing associated with the child order starts when the new FTTP service is completed. Billing associated with the number being ported starts on the same day. Billing associated with the parent order is stopped on the same day. |