ACN Broadband in partnership with...

Order Process Guide

ACN Broadband

in partnership with Fastweb

ORDER PROCESS

Step 1:

Make sale and complete

documentation

Step 2:

Step-by-step guide on

how to complete

documentation

Step 3:

Fastweb to contact

customer to perform

final verification and

arrange installation

Step 1:

Representative to make sale

and complete

documentation

Step 1 : Make sale and complete documentation

Sales tools

Download documents

here

1. Go to the Products section of the IBO Back Office, under the ‘ACN Broadband’ tab:

Check what services may be offered in the customer’s area by using the ‘eligibility checker <Verifica

copertura>” tool on the Broadband Partnership page via your ACN Online Shop: select the province,

municipality <comune> and local telephone exchange (SGU).

The system will present a choice of services and indicate the network technology (on Fastweb network

or outside the Fastweb network). Please note that, however very accurate, this is only an indication,

and serviceability is subject to further technical verification.

Then, review the available products and services featured on the “products guide”, making sure you

take into account whether the customer’s area is within or outside the Fastweb nework (retail price

differences might apply)

Then download the contract:

Residential Fastweb customers

Download and print the required forms and documentation: 2 copies of the contract, and 2 copies of

“Richiesta di number portability”

Residential SKY&Fastweb customers


“Richiesta di number portability

Business customers


“Richiesta di number portability”


2. With the customer’s input, complete the required forms and documentation and obtain the

customer’s signature wherever required.

• Please note that you must sight a valid form of identification from the customer. You are

responsible for informing the customer of all information on the product, activation costs and

promotion details.

• Mobile subscriptions require a readable copy of ID (front/back)

3. Provide to the customer with one copy of the completed contract

4. To process the order, the following documents must be forwarded to ACN:

1. Copy of contract

2. Number portability application (if applicable)

3. Readble copy if ID (front/back) if Mobile is ordered

4. Readable copy of ENEL invoice if ENEL discount is requested

5. Forward the required paperowrk by email or fax and by post:

Email: [email protected]

Fax: 02 4823 1065

ACN Italia Communications S.R.L

c/o Go Courier SRL / SkyNet

Via Lirone 2

20068 Peschiera Borromeo, Milano (MI)

Please note: The documents must be submitted by fax or email and the original documents must also

be sent via post to ensure that the contract will be processed.


mailto:[email protected]

Step 2:

Step-by-step guide on how

to complete documentation

Step 2: Step-by-step guide on how to complete documentation

The following documents will need to be downloaded and completed from

the IBO Back Office

Residential Fastweb and SKY&Fastweb customers

• Proposta di abbonamento offerta Fastweb o Sky&Fastweb

• Lettera di recesso o di richiesta di “linea non attiva” e/o di richiesta di “number portability” –

residential

Business customers

• Proposta di abbonamento offerta fastweb – business

• Lettera di recesso o di richiesta di “linea non attiva” e/o di richiesta di “number portability” -

business

How to complete:

‘Proposta di abbonamento

offerta Fastweb’ -

Residential

How to complete: ‘Proposta di abbonamento offerta Fastweb’ –

Residential

Enter your Team ID (to ensure that

you get compensated) in the field

“Codice Autorizzativo”

Select whether the customers will use an own modem of if

they want Fastweb to provide a modem (charges may

apply).

Select the broadband offer and options


Residential

Enter here the Mobile Number Portability

details, including the existing SIM/USIM number

Enter here the Fastweb fixed line number (if requesting

number portability for the fixed line) to obtain free cals

between mobile and fixed line within the same bundle.

Select the mobile tariff (if applicable)


Residential

Enter in both of the customer’s contact

numbers (so that they can be contacted for

verification purposes).

Please note that the Mobile phone number

is mandatory.

Enter here an alternative shipping address for the modem

Enter the customer details

How to complete: ‘Proposta di abbonamento offerta fastweb’ –

Residential

Fill in the customer’s “Codice Fiscale”

Enter here the customer’s payment

details: credit card or direct debit

This section must be dated and signed by

the customer

How to complete: ‘Proposta di abbonamento offerta fastweb’ –

Residential

Choose for a new line or number portability,

and fill in the details if applicable.

Please note: Customers with an existing line must also complete the “Lettera di

recesso o di richiesta di “linea non attiva” e/o di richiesta di “number portability” form

The customer must agree to

all conditions and sign

wherever required by

this section.

How to complete:


offerta SKY&Fastweb’

How to complete: ‘Proposta di abbonamento offerta SKY&Fastweb’

In this page you must enter all personal details of the Fastweb & Sky contract holder

Please be reminded that the Fastweb contract holder must the same as the Sky contract holder

First and Last Name

Date and Place of Birth

Fiscal Code

Service Address, Floor, Apartment Number, Zip Code

Contact Number and E-mail

Identification (ID Card, Driver License or Passport)

Billing Address (only if different from Service Address)


Select the options

or additional

services like

Ultra, Voicemail,

Fax

Select the SKY

Packages, the

optional channels,

installation type

and decoder type

Tick checkbox to

agree to transfer

your details to

SKY

Selecting packages

and options


Number

Portability and

Payment Options

Select new line or

enter the details

of the line to port

Enter the Direct

Debit or Credit

Card payment

details

Choose the billing

option


Signing the contract

Tick the privacy options and add

dates and signatures


Portability Letter

Please enter FIRST and LAST NAME

• Of the line holder and the number to maintain,

in case of NP

• Of the FASTWEB Contract holder, in case of NEW

LINE request

Please enter the Phone Number to port

INACTIVE LINE

Please complete only in case of ADSL ULL and WHS

technology. Fastweb will assign a new telephone

number

REVOCATION

Please complete only in case of ADSL ULL and WHS

technology. Fastweb will cancel the service with

the current provider

NUMBER PORTABILITY

Please complete in case of both ADSL and Fiber

technology, to request number retention

How to complete:


offerta Fastweb’ -

Business

How to complete ‘Proposta di abbonamento offerta Fastweb’ – Business

Complete this section if number

porting is required

Customers can choose

the desired service

Enter here the company details

Modem options

Customers must

provide alternative

mobile numbers to

which calls may be

routed in case of

trouble while the

number is being

ported

Enter here the details of the legal

representative of the company

Enter here the address

where the service will

be activated


Enter here alternative billing and

shipping addresses

Enter here a customer contact mobile to

arrange the installation

The customer must accept and sign these

sections

Enter the payment method details

here

Fill out this section to agree to

Number Portability.

Please note: the separate number

portability form must be filled out

as well.


Select the new mobile tariff here

(if applicable)

Enter the number portability details and

existing Sim details. Sending copy of the

Sim/Usim serial number will help avoiding

unnecessary delays.

The customer must accept and sign wherever

required in this section.

How to complete:

‘Lettera di recesso o di

richiesta di “linea non

attiva” e/o di richiesta di

“number portability’ –

Residential

How to complete: ‘Lettera di recesso o di richiesta di “linea non attiva”

e/o di richiesta di “number portability’ - Residential

Fill in the full name of the account

holder of the phone line

Obtain the customer’s signature


e/o di richiesta di “number portability’ - Residential

Obtain the existing

account holder’s

signature

How to complete:

‘Lettera di recesso o di

richiesta di “linea non

attiva” e/o di richiesta di

“number portability’ –

Business


e/o di richiesta di “number portability’ - Business

Fill in the full name of the account holder of

the phone line and the company name

Obtain the customer’s signature


e/o di richiesta di “number portability’ - Business

Obtain the existing account

holder’s signature

Indicate the numbers that

need to be ported. The

portability codes can be

obtained from the invoice of

the customer’s current

provider

Step 3:

Fastweb to contact the

customer to perform final

verification and arrange

installation

• Fastweb will conduct an internal verification process (which includes financial and coverage

checks)

• SKY will also perform an internal verification for SKY&Fastweb orders (which includes financial

and coverage checks).

• Fastweb will contact the customer to verify the order. The customer must specify on the

contract a daytime contact phone number and be available to answer the verification call as

soon as it is performed in order to confirm the order details (legal representative’s mobile in

case of business customers)

• Fastweb will request confirmation from the customer about the price, the contract duration,

and the current promotion(s). If needed, the customer will be called to arrange an appointment

for the service installation. Please inform the customer that Fastweb will (most likely) call from

a concealed number

Please note: Service provisioning is subject to technical availability. Fastweb will attempt to

activate the service as soon as this is possible.

• Fastweb offers free on-site installation, only when the technology requires it. Installation costs

applies whenever customer requests a visit. For more details please refer to the Markets and

Products overview.

• SKY offers on-site installation, costs may apply. For more details please refer to the Markets

and Products overview.

• The customer has the right to cancel the order at no charge, up to 10 calendar days from

signing the contract.

Step 3: Fastweb to contact the customer to perform final verification

and arrange installation

Order Status

• After sending the contract via fax or email , the customer will appear in your

Personal Customer List (PCL) as a “DSL-Lead” within 48 hours. If the customer does

not appear as a “DSL-Lead” it means that fax or email did not arrive

• After five (5) business days, the “DSL lead” should appear as “DSL-SING”, “DSL-

DUAL”, “DSL-TRIP”, “DSL-TMOB” or “DSL-B-TMOB”

For further information regarding the order status, please refer to your Personal

Customer List (PCL) within the IBO Back Office.

Important: Please do not resend the contract before you have received an update on

your order status from Representative Services. Processing duplicate contracts could

cause further delays.

There is no binding period on any Fastweb contract and the customer may cancel at any

time however, if a customers cancels the contract before 24 months, they will be

charged for the activation costs, deactivation costs, and some other charges might apply.

Contact Information

Only customers have the right to contact Fastweb with issues or questions about their

orders. You are not allowed to contact Fastweb on behalf of your customers. Fastweb

will not provide any information concerning their customers to anyone other than the

customers themselves.

SKY&Fasweb customers may contact the dedicated support hotline at the following

number 192.000

For further information on commissions and compensation, please refer to the ACN

Compensation Plan Overview located on The IBO Back Office.

ACN Broadband in partnership with...

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