Professional Documents
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IPTV Plans
Note: All Set Top Box with Good status could be re-used anytime however faulty Smart Card
could not. Always check the SMS record for the alignment of the Cignal Boxes and
Smartcards
ACTIVATION
This format applies to all subscriber under the subscription of triple play. It also used to have the set top box and smart
sms.
Ticketing Format
Receive Feedback Thru: Email Status:
Feedback Email / Sms No.: ssfm-te@pldt.com.ph
Within Warranty: Yes
Unit Type: New
Upsell: Offer Not Made
Priority: Meduim
Site: PLDT Source:
Classification: Request
Service: Activation Assigned To:
Category: Activation Status / Process For Activation
Account Name :
PLDT Account No. :
Clarity SO# :
STB # :
Smart Card # :
Plan :
PROMOTION :
FTTH / VDSL / ADSL / HD Advanced (SME or CBG)
DATE RECEIVED :
Count of STB (1st/2nd/3rd) :
Address/Building :
Customer’s Contact Number :
Description: INSTALLER :
FOLLOW UP ACTIVATION
Ticketing Format
Receive Feedback Thru: Email Status:
Feedback Email / Sms No.: ssfm-te@pldt.com.ph
Within Warranty: Yes
Unit Type: New
Upsell: Offer Not Made
Priority: Meduim
Site: PLDT Source:
Classification: Request
Service: Activation Assigned To:
Category: Activation Status / Process For Activation
Account Name :
PLDT Account No. :
Clarity SO# :
STB # :
Account Name :
PLDT Account No. :
Clarity SO# :
STB # :
Smart Card # :
Plan :
PROMOTION :
FTTH / VDSL / ADSL / HD Advanced (SME or CBG)
DATE RECEIVED :
Count of STB (1st/2nd/3rd) :
Address/Building :
Customer’s Contact Number :
Description: INSTALLER :
set top box and smart card activated in cignal
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Hotline
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Hotline
Common Scenarios: Set Top Box and Smart Card Activated in cignal but no channel available in actual.
Ticketing Format
Receive Feedback Thru: Email Status: Open
Feedback Email / Sms No.: ssfm-te@pldt.com.ph
Within Warranty: Yes
Unit Type: New
Upsell: Offer Not Made
Priority: Meduim
Site: Pldt Source: Hotline
Classification: Request
Service: Partner Assigned To: CRM, Team Account
Category: Sms Issue - Retracking
Ticketing Format
Receive Feedback Thru: Email Status:
Feedback Email / Sms No.: ssfm-te@pldt.com.ph
Within Warranty: Yes
Unit Type: New
Upsell: Offer Not Made
Priority: Meduim
Site: Pldt Source:
Classification: Request
Service: Account Status Assigned To:
Category: Account Cancellation Process / Details
Open
Hotline
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IPTV DISCONNECTION
Disconnection - this is ticket is only used to disconnect the Unit record in Cignal like Set Top Box or Smart Card. This is com
aftersales like DELETESUB Order.
Ticketing Format
Receive Feedback Thru: Email
Feedback Email / Sms No.: ssfm-te@pldt.com.ph
Within Warranty: Yes
Unit Type: New
Upsell: Offer Not Made
Priority: Meduim
Site: Pldt
Classification: Request
Service: Account Status
Category: Disconnection Within Lock-In / Outside Lock-In
IPTV GRV
GRV - used to reflenish / recover the unit from faulty / deffective status in cignal record. This ticket is commonly used to th
with permanent disconnect order due to none payment.
Ticketing Format
Receive Feedback Thru: Email
Feedback Email / Sms No.: ssfm-te@pldt.com.ph
Within Warranty: Yes
Unit Type: New
Upsell: Offer Not Made
Priority: Meduim
Site: PLDT
Classification: Request
Service: Partner
Category: Grv
Status: Open
Source: Hotline
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Status: Open
Source: Hotline
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IPTV PLAN UPGRADE / DOWNGRADE
This ticket use in aftersales like downgrade or upgrade of cignal channels. Upgrade used to get something better / more
than channels from the current subscription. Downgrade refers to elimination / disconnection of a certain channels from
the current cignal subscription.
Ticketing Format
Receive Feedback Thru: Email Status:
Feedback Email / Sms No.: ssfm-te@pldt.com.ph
Within Warranty: Yes
Unit Type: New
Upsell: Offer Not Made
Priority: Meduim
Site: Pldt Source:
Classification: Request
Service: Promo Assigned To:
Category: Plan Upgrade / Downgrade
Description:
Cignal Account Number:
Concern STB and SC#:
Kindly indicate/specify in which channel does
subscribers request.
used to get something better / more
nnection of a certain channels from
Open
Hotline
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IPTV RECONNECTION
This ticket use to lift the restriction of the cignal account from temporary disconnection due to unsettle payment
from PLDT.
Ticketing Format
Receive Feedback Thru: Email Status:
Feedback Email / Sms No.: ssfm-te@pldt.com.ph
Within Warranty: Yes
Unit Type: New
Upsell: Offer Not Made
Priority: Meduim
Site: Pldt Source:
Classification: Request
Service: Account Status Assigned To:
Category: Reconnection
Open
Hotline
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IPTV STB & SC CHANGE REQUEST
This ticket use to replace the hardware (Set Top Box or Smart Card) in cignal record.
NOTE: For those wrong STB and SC endorsed to cignal due to typo error, kindly process the GRV Ticket together with the
change hardware to have the unit status tagged as Good instead of Faulty.
Ticketing Format
Receive Feedback Thru: Email Status:
Feedback Email / Sms No.: ssfm-te@pldt.com.ph
Within Warranty: Yes
Unit Type: New
Upsell: Offer Not Made
Priority: Meduim
Site: Pldt Source:
Classification: Request
Service: Partner Assigned To:
Category: Hardware Change Request - Defective Stb & Sc
Open
Hotline
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CHANGE OF PROMOTION
This format use to align or change the Plan in cignal from FTTH or ADSL facility. This is the common reason for
Ticketing Format
Receive Feedback Thru:
Feedback Email / Sms No.:
Within Warranty:
Unit Type:
Upsell:
Priority:
Site:
Classification:
Service:
Category:
DESCRIPTION:
CHANGE OF PROMOTION
ign or change the Plan in cignal from FTTH or ADSL facility. This is the common reason for
Email Status:
ssfm-te@pldt.com.ph
Yes
New
Offer Not Made
Meduim
Pldt Source:
Request
Account Modification Assigned To:
Account Set Up Correction
INPUT REQUEST: EX. UPDATE PROMOTION FROM IPTV VIA ADSL TO VDSL
ADSL Facility
Open
Hotline
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