Identify / Remove PPV or VOD Block-1444

Introduction


Confirm the following:

    • Block is on/off account

    • Account is not past due

    • Account does not have a write off balance

    • Balance has not exceeded the cap for PPV/VOD

Resolution Steps

  1. Access the PPV or VOD tab in BOLT, blocks are listed at the top of the tab:
     
      • Company Imposed Override

      • Calculated Credit Limit Exceeded


       
  2. Determine reason PPV Block was placed on the account by checking:
     
      • General Ledger for past due balance

      • PPV/VOD information in ICOMS, Calculated Credit Limit, and PPV/VOD Blocked message
         
          • Note: One Month Free campaigns may display a Customer Requested Block and $150 amount

          • As long as a dollar amount is present, the customer is able to make purchases


           
      • Cases and Comments


       
  3. Reasons PPV/VOD are blocked by our company
     
      • MOP declined

      • PPV charges total more than $75 in one day

      • PPV / VOD charges total more than $150 in one month

      • VOD charges total more than $50 in one day

    • PPV / VOD charges are greater than 35% of their monthly bill
    • We do not apply a block per the customer's request

  • Customer must use parental controls to block programming
     
      • Blocking channels, VOD, Pay-Per-View or objectionable programming must be set on each individual set-top box


       
  • If a block still exists, reach out to a Lead or Supervisor to remove PPV/VOD Block
     
      • This ensures the request will be completed real time

      • Inform the customer removal opens PPV and VOD

    • When a block is removed and signals are sent to the converter, Impulse PPV/VOD purchasing is restored
    • PPV/VOD Tab Available PPV/VOD Credit Line field - amount available to purchase PPV or VOD

    • All residential non-bulk customers automatically get a VOD/PPV spending cap, which equals 300% of all Monthly Recurring Charges

  • For VOD, the spending cap affects purchases only; subscriber VOD (SVOD) is not affected
     
      • You pay $85.00/mo. in MRC Costs, your monthly limit is set to $255.00


       

    PLEASE NOTE:

      • Since some Bulk customers do not pay any Monthly Recurring Charges, their Calculated Credit Limit is set by individual building arrangements

      • High risk customers that need a deposit on their account get a limit of Monthly Recurring Charges plus $75

      • One Month free campaigns get a limit of $150 during the free month, and the 300% cap begins in the second month of the campaign


       
  • How to find the Calculated Credit Limit:
     

    In BOLT

      • PPV /VOD tab

      • Message: PPV Blocked - PPV/VOD Credit Line Exceeded (Click on How was this calculated?)


       

    In ICOMS

      • SB screen

      • Calculated Credit Limit field is blank or reflects the dollar amount set in the Collct Credit Ovr/Amt or Rqstd Credit Lmt/Ovr fields


       
  • Can this limit be overridden?
     
      • No, do not create a Case to override the credit limit, as the customer must make a payment to add monies back into the Calculated Credit Limit

      • Special exception: If the customer's Credit Limit is exceeded during a 1st Month Free Campaign, you may send a Case to the Credit Department


       
  • When blocked, take a payment to restore the ability to order PPV/VOD:
      • Contact your Lead, Supervisor or Credit Department to reverse the Calculated Credit Limit PPV/VOD block

      • The Calculated Credit Limit must be more than the price of the event the customer wants to order


       
  • Note: Route a Case if the customer's 300% Credit Limit is exceeded due to a 1st Month Free Campaign/Contract
     
    • Click a Non Technical Case
       
      • Fill out the information as described below and click Submit
         
        Record type Non Technical
        Reason Financial, Payments & Refunds
        Reason Details Block / Restriction Imposed by Company
        Case Reason PPV / VOD / Toll Restriction
        Destination queue Credit Compliance
        Notes Any Relevant Information
    • The Credit Department determines when a company imposed override can be removed

  • Note: For escalated issues/during a PPV event, see your Lead or Supervisor to remove block
     
      • A Block cannot be removed until all past due balances have been paid in full

      • Cannot be removed through a Promise To Pay arrangement


       
  • If the account is current create a Case routed to the Credit Department
     
      • Fill out the information as described below and Save


       
    Record Type Non Technical
    Reason Financial, Payments & Refunds
    Reason Detail Block/Restriction Imposed
    Case Reason PPV/VOD/Toll Restriction Imposed
    Destination Credit Compliance Department
    Notes Any Relevant Information
     
      • Prior to 4 PM weekdays: worked same day

      • After 4pm weekdays: worked next business day

      • Quote 24 hours to remove the block

    • After 4pm on Friday and on weekends: worked Monday morning
       
      • Quote 72 hours to remove the block
This is  not the preferred method of blocking PPV because it totally disables PPV and VOD ordering via impulse, calling into Customer Service, or through the IVR Used in rare cases where an escalated dispute exists
 
    1. BX Screen:
       
        • Highlight the converter, press the Port Occ Assn button

        • Highlight Equipment Address and select Feature Bits

        • Page down to find 13 IPPV Enable

        • Select Override or Remove Override, depending on what you want to do

        • Repeat for all converters in the account


         
    2. Send an EB Hit

  1. Comment the DM Screen with details

Article ID: 304
Created: February 2, 2024
Last Updated: February 15, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=304