Customer has received SMS and email notification on the successful plan upgrade. However, upon performing speed test, customer is still not getting the new speed yet. Which of the following is correct handling?

New speed will take effect automatically within 48 hours after CRP order is completed, or customer may reboot router to enjoy the new speed.

Escalate case to check why new speed is not up yet

Advice customer to wait until next bill cycle date

Send email to FOS to check if change rateplan is done correctly

Customer calls in after received following SMS: Free Speed Upgrade Offer: Your request to upgrade your Home Fibre plan is unsuccessful as equipment swap is required which is subject to 24 months contract as per the T&Cs. Pls call us at 123 if you would like to upgrade your equipment. What should I do?

Advice customer that BTU swap is required and subject to recontracting. If customer agrees; proceed to modify bandwidth & select preferred installation date in TM portal and perform CRP for customer

Advice customer that they are not eligible for Free Speed Upgrade offer

Advice customer to walk in to Maxis Centre

Advice customer to opt in again via Maxis app

Which of the following is not offered under all-new Maxis Home Fibre offer?

Maxis Home Fibre 2Gbps @ RM319 for Allo

Maxis Home Fibre 100Mbps @ RM99 for Sacofa

Maxis Home Fibre 300Mbps @ RM139 for CTS

Maxis Home Fibre 500Mbps @ RM159 for HSBA-TM

Maxis Home Fibre 1Gbps @ RM249 for NGBB

Adam is on Maxis Unlimited Postpaid 199 with Maxis Fibre 100Mbps (RM129) without fibre commitment contract. He would like to change to new Maxis Home Fibre 100Mbps (RM99). Is it allowed?

Yes, a new 24-month fibre commitment contract will be assigned for moving in to new plan with same speed

No, Adam can only upgrade to higher speed plan

No, Adam can only stay on existing plan

Yes and there is no contract for new plan

Sam is on Maxis Fibre 100Mbps (RM129), his old fibre plan is with an active fibre commitment contract and Zerolution Fibre contract. He would like to change to new Maxis Home Fibre 100Mbps (RM99). Is it allowed?

No, however Sam can upgrade to higher speed plan, fibre commitment contract will be refreshed and Zerolution Fibre contract will be carry over to new plan

No, Sam can only change his fibre plan after contract expiry

Yes, a new 24-month fibre commitment contract will be assigned for moving in to new plan with same speed

Yes and existing contract carry over to new plan

If customer's address falls under Transfer Request at same time NGBB coverage available as well, what is next step for agent to proceed with submission?

Proceed new installation with NGBB and advise customer to terminate TM UNIFI service at TM Point

Create TR ID in TM portal and submit fibre order submission

Proceed new installation under NGBB

Ms Angeline currently using TIME and interested to switch to Maxis Home Fibre 500MBPS. At same time, her address fall under NGBB. What is the offer that she is entitled

FREE 6-month first, followed by RM30 from 7th to 24th month

Mia is on Maxis Fibre 100Mbps (RM129) with Zerolution Fibre contract. She would like to relocate his fibre to new serviceable address. Which of the following recommendation is incorrect?

Mia cannot relocate to new address with her old fibre plan

Mia can relocate to new address and keep her old Maxis Fibre 100Mbps

Mia can change to the all-new Maxis Home Fibre plan first before relocate to new address

Mia can relocate to the all-new Maxis Home Fibre plan first before relocate to new address. Her Zerolution Fibre contract will be carried over to new address upon successful installation

Which of the following customer is not eligible to sign up Maxis Home WiFi 158?

CRP existing Maxis Postpaid plan to Maxis Home WiFi 158

New customer taking up new line on Maxis Home WiFi158 plan

Existing customer sign up new Maxis Home WiFi 158 plan

CRP expired MaxisONE Go WiFi 138 to Maxis Home WiFi 158

Mary is NEW Maxis customer and she does not has any existing line. She signed up Maxis Home WIFi 158 plan and also get a premium modem. Which of the following is correct?

Mary is required to pay 3-month Rateplan Advance Payment

There is a 12-month Bundled Home WiFi Contract on Maxis Home WiFi 158

There is NO contract on Maxis Home WiFi 158 plan

Mary is required to pay 2-month device advance payment

Mary is interested to sign up Maxis Home WiFi plan. Upon checking, her house is within Fibre coverage. What should I do?

Upsell Maxis Fiber or Maxis Unlimited Postpaid & Fiber plan

Register Maxis Home WiFi 68 for Mary

Register Maxis Home WiFi 138 and upsell RM1 home router for 12 month device contract

Upsell premium modem on Maxis Home WiFi 158

Fibre MH4G Quizz

Authored by 27001114 Wan Noor Fatimah

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Professional Development

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35 questions

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MULTIPLE CHOICE QUESTION

1 min • 3 pts

From 27 October 2023, Maxis Fibre 30Mbps is no longer offered under the all-new Maxis Home Fibre offer.

Can I still assign old plan on Maxis Fibre 30Mbps?

Yes, as customer's premise is still on copper or VDSL infra

Yes, as customer's address is under HSBA-TM

Yes, as customer does not want to sign up new Maxis Home Fibre 100Mbps at RM99

MULTIPLE CHOICE QUESTION

1 min • 3 pts

Which of the following is not under launch promo for the all-new Maxis Home Fibre offer?

RM10 for 24-months for Maxis Home Fibre 100Mbps

RM10 for 24-months for Maxis Home Fibre 300Mbps

RM10 for 24-months for Maxis Home Fibre 500Mbps

Free Max WiFi on Maxis Home Fibre 1Gbps

Free Max WiFi on Maxis Home Fibre 2Gbps

MULTIPLE CHOICE QUESTION

1 min • 3 pts

Which of the following is NOT true about Free Speed Upgrade offer?

Eligible existing subs who are currently on legacy plans (signed up before 5 Oct 2023) are eligible

Eligible customer can opt in for free speed upgrade via Maxis app

Eligible customer can enjoy speed upgrade (one level up) and monthly commitment fee remains with no additional charges incurred.

This free speed upgrade will be offered to customer with a new service contract

MULTIPLE CHOICE QUESTION

1 min • 3 pts

Which of the following plan is non-eligible for Free Speed Upgrade offer?

Maxis Fibre 100Mbps (RM129/mth)

Maxis Fibre 30Mbps (RM89/mth)

Maxis Fibre 500Mbps (RM219/mth)

Maxis Fibre 800Mbps (RM299/mth)

MULTIPLE CHOICE QUESTION

1 min • 3 pts

Amy is currently on Maxis Family Fibre 100Mbps. Is she eligible for Free Speed Upgrade offer?

Yes

MULTIPLE CHOICE QUESTION

1 min • 3 pts

I'm currently on Maxis Fibre 500Mbps (RM219/mth). I can upgrade to Maxis Home Fibre 1Gbps at RM249 under Free Speed Upgrade offer.

Is this true or false?

True

False

MULTIPLE CHOICE QUESTION

1 min • 2 pts

Ahmad is unable to opt in for Free Speed Upgrade offer via Maxis app.
How Agent can assist?

Perform change rateplan (CRP) for customer

Perform CRP & modify bandwidth in TM portal

Modify bandwidth in TM portal

Advice customer to go to Maxis Whatsapp instead

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Fibre MH4G Quizz

From 27 October 2023, Maxis Fibre 30Mbps is no longer offered under the all-new Maxis Home Fibre offer.

Can I still assign old plan on Maxis Fibre 30Mbps?

Which of the following is not under launch promo for the all-new Maxis Home Fibre offer?

Which of the following is NOT true about Free Speed Upgrade offer?

Which of the following plan is non-eligible for Free Speed Upgrade offer?

Amy is currently on Maxis Family Fibre 100Mbps. Is she eligible for Free Speed Upgrade offer?

I'm currently on Maxis Fibre 500Mbps (RM219/mth). I can upgrade to Maxis Home Fibre 1Gbps at RM249 under Free Speed Upgrade offer.

Is this true or false?

Ahmad is unable to opt in for Free Speed Upgrade offer via Maxis app.
How Agent can assist?

Customer has opted in via Maxis app. What is the SLA for orders completion?

Customer has received SMS and email notification on the successful plan upgrade. However, upon performing speed test, customer is still not getting the new speed yet.
Which of the following is correct handling?

I received complaint from Joe; he claims he has not submitted opt in request via Maxis app, however his plan is upgraded without his consent.

I send an email to the backend agent to performing CRP for Joe's MSISDN. Is this correct handling?

Access all questions and much more by creating a free account

Similar Resources on Wayground

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Fibre MH4G Quizz

From 27 October 2023, Maxis Fibre 30Mbps is no longer offered under the all-new Maxis Home Fibre offer. Can I still assign old plan on Maxis Fibre 30Mbps?

Which of the following is not under launch promo for the all-new Maxis Home Fibre offer?

Which of the following is NOT true about Free Speed Upgrade offer?

Which of the following plan is non-eligible for Free Speed Upgrade offer?

Amy is currently on Maxis Family Fibre 100Mbps. Is she eligible for Free Speed Upgrade offer?

I'm currently on Maxis Fibre 500Mbps (RM219/mth). I can upgrade to Maxis Home Fibre 1Gbps at RM249 under Free Speed Upgrade offer. Is this true or false?​

Ahmad is unable to opt in for Free Speed Upgrade offer via Maxis app. How Agent can assist?

Customer has opted in via Maxis app. What is the SLA for orders completion?​

Customer has received SMS and email notification on the successful plan upgrade. However, upon performing speed test, customer is still not getting the new speed yet. Which of the following is correct handling?

I received complaint from Joe; he claims he has not submitted opt in request via Maxis app, however his plan is upgraded without his consent. I send an email to the backend agent to performing CRP for Joe's MSISDN. Is this correct handling?

Access all questions and much more by creating a free account

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Other

From 27 October 2023, Maxis Fibre 30Mbps is no longer offered under the all-new Maxis Home Fibre offer.

Can I still assign old plan on Maxis Fibre 30Mbps?

I'm currently on Maxis Fibre 500Mbps (RM219/mth). I can upgrade to Maxis Home Fibre 1Gbps at RM249 under Free Speed Upgrade offer.

Is this true or false?

Ahmad is unable to opt in for Free Speed Upgrade offer via Maxis app.
How Agent can assist?

Customer has opted in via Maxis app. What is the SLA for orders completion?

Customer has received SMS and email notification on the successful plan upgrade. However, upon performing speed test, customer is still not getting the new speed yet.
Which of the following is correct handling?

I received complaint from Joe; he claims he has not submitted opt in request via Maxis app, however his plan is upgraded without his consent.

I send an email to the backend agent to performing CRP for Joe's MSISDN. Is this correct handling?