Cignal Proinsight Ticketing Template

IPTV IPTV IPTV

Activation Disconnection Reconnection

IPTV IPTV IPTV

Re-tracking Downgrade Hardware

IPTV IPTV IPTV

Cancellation Upgrade Change
Promotion

IPTV Plans

PLDT CLARITY CODE CIGNAL SMS

Packages FTTH / VDSL ADSL
Budget CTV290 IPTV Plan 290 ADSL Plan 290
Basic CTV490 IP 490 Basic Package IP ADSL 490 Basic
Plus CTV590 / CTV640 IP630 Plus Package IP ADSL 630 Plus
Premier CTV790 / CTV840 IP830 Premium Package IP ADSL 830 Premiere
Ultimate CTV1590 IP1590 Ultimate Package IP ADSL 1590 Ultimate

2 Cignal Hardware Status

Good - refers to the working STB and SC in cignal. It referes to the unit that could activate in
cignal record.
Faulty - refers to the deffective hardware that couldn't used anymore.

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

Open

Hotline

Activations, Team Account

Back

1st, 2nd, 3rd, 4th, 5th Follow-up

Hotline

Activations, Team Account

Back
 IPTV RETRACKING REQUEST
Retracking - this ticket is commonly used in repair. Retracking is like re-configuration of channels in
cignal record to have the other channels back from the original subscription.

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

Cignal Account Number:

Description: Concern STB and SC#:
Back
Back
 IPTV CANCELLATION
Cancellation - this ticket is used to cancel the ongoing activation of STB and SC in Cignal Activation Team.
Common Scenarios: Subscriber Cancelled Request (Change mind, long pending of activation and Etc.)

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

Provide the complete details including the reason

Description: of cancellation.
ctivation Team.

Open

Hotline

CRM, Team Account

Back
 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

Cignal Account Number:

Description: Concern STB and SC#:

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

Cignal Account Number:

Description: Concern STB and SC#:
Set Top Box or Smart Card. This is commonly used in

Status: Open

Source: Hotline

Assigned To: CRM, TEAM ACCOUNT

Back

ord. This ticket is commonly used to those account

Status: Open

Source: Hotline

Assigned To: CRM, Team Account

Back
 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

CRM, Team Account

Back
 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

Cignal Account Number:

Description: Concern STB and SC#:
orary disconnection due to unsettle payment

Open

Hotline

CRM, Team Account

Back
 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

Cignal Account Number:

Description: Old Set Top Box Number:
Old Smart Card Number:

New Set Top Box Number:

New Smart Card Number:
GRV Ticket together with the

Open

Hotline

CRM, Team Account

Back
 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

INCLUDE STB & SC

FTTH Facility

ADSL Facility
Open

Hotline

CRM, Team Account

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