ACN Broadband in partnership with Fastweb Order Process Guide
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ACN Broadband in partnership with Fastweb Order Process Guide 1 Rel. 2.4 on 09.09.2019
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
2
Step 1:
Representative to make sale
and complete documentation
3
Step 1 : Make sale and complete documentation
Sales tools
Download documents here
4
Step 1 : Make sale and complete documentation
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 ” tool on the Broadband
Partnership page via your ACN Online Shop: select the province,
municipality 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 network, even if the
new Fastweb offer includes a single price for all connection
technologies..
Finally, download and print 2 copies of the Subscription Proposal (PdA) and
the required documents. Remember that 1 copy must be delivered to
the customer.
Residential Fastweb customers
Business customers
5Step 1 : Make sale and complete documentation
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. Readable copy if ID (front/back) if Mobile is ordered
5. Forward the required paperwork preferably by email or fax:
Email: acnfastweb@acneuro.com
Fax: 02 4823 1065
Please note: The documents sent by fax or e-mail must have a correct visibility, in order to ensure the
processing of the contract. The fact that they are legible on a screen does not necessarily imply that
they are clearly legible once printed. For the completed forms by handwriting, make sure the spelling is
legible and in block capitals.
6Step 2:
Step-by-step guide on how
to complete documentation
7Step 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 customers
• Fastweb Proposal of Subscription (PdA) for Residential Customers
• Lettera di recesso o di richiesta di “linea non attiva” e/o di richiesta di “number portability” –
residential
Business customers
• Fastweb Proposal of Subscription (PdA) for Business Customers
• Lettera di recesso o di richiesta di “linea non attiva” e/o di richiesta di “number portability” -
business
8How to complete:
‘Proposta di abbonamento
offerta Fastweb’ -
Residential
9How to complete: ‘Proposta di abbonamento offerta Fastweb’ – Residential
Enter your ACN Team ID (to ensure
that you get compensated) in the
field “Codice Autorizzativo”
Verificare il tipo di tecnologia disponibile utilizzando
Select the option “CASA & DAZN” to
l’applicazione di ricerca disponibile nel proprio Negozio Online
request the DAZN Service
10How to complete: ‘Proposta di abbonamento offerta Fastweb’ – Residential
Select the mobile tariff (if applicable) Enter here the Mobile Number Portability
details, including the existing SIM/USIM number
Data Only SIM cards and smartphone devices are NOT available
11How to complete: ‘Proposta di abbonamento offerta Fastweb’ – Residential
Enter in both of the customer’s contact
Enter the customer details 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 and/or the SIM cards
12How to complete: ‘Proposta di abbonamento offerta Fastweb’ – Residential
Enter here the customer’s payment
Fill in the customer’s “Codice Fiscale”
details: credit card or direct debit
This section must be dated and signed by
the customer
13How to complete: ‘Proposta di Abbonamento offerta Fastweb’ – Residential
Write again here the Social Security
Number of the Customer
Reserved box for the payment
methods and details of the Fastweb
Account
Fill in this box to request the
portability of the existing fixed
number. In the case of a New
Telephone Line Request, the field
must not be completed.
The Customer must agree to all IR.0270.0401.RM.001 ACN Italia Communications Srl
conditions and sign wherever
required by this section.
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
14How to complete:
‘Lettera di recesso o di
richiesta di “linea non
attiva” e/o di richiesta di
“number portability’ –
Residential
15How 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
In the case of a request for a NEW telephone line, the customer will put a
READABLE Date and Signature in the “LINEA NON ATTIVA” field.
16How to complete: ‘Lettera di recesso o di richiesta di “linea non attiva”
e/o di richiesta di “number portability’ - Residential
17
In the case of existing Line Migration, the customer will set date and LEGIBLE SIGNATURE in the
“RECESSO" and "Number Portability" fieldsHow to complete:
‘Proposta di abbonamento
offerta Fastweb’ -
Business
18How to complete ‘Proposta di abbonamento offerta Fastweb’ – Business
Customers can choose the Select from here the Complete this section if Enter here the details of the legal
desired service options required number porting is required representative of the company
Choose the payment
method of the Business
Assistant and any options
required
Customers must indicate
alternative mobile phone
numbers or landline to
transfer calls in case of
failure.
Chose here the connection
technology
Enter here the Company
details
Enter here the address
where the service will be
activated
Indicate here the mobile phone number of the technical
Enter here alternative billing and shipping addresses manager to contact to set up the installation
19How to complete ‘Proposta di Abbonamento offerta Fastweb’ – Business
Select here the new
mobile telephony rate
requested by the
customer and any
additional options
(Europe Plus and / or
USA & Canada.
Enter the number portability details and existing Sim
USIM data and devices (smartphone) details. Sending copy of the Sim/Usim serial number
are NOT AVAILABLE will help avoiding unnecessary delays.
20How to complete ‘Proposta di abbonamento offerta Fastweb’ – Business Enter the payment method details here Fout this section to agree to Number Portability. Please note: the separate number portability ill form must be filled out as well. The customer must accept and sign these sections 21
How to complete:
‘Lettera di recesso o di
richiesta di “linea non
attiva” e/o di richiesta di
“number portability’ –
Business
22How to complete: ‘Lettera di recesso o di richiesta di “linea non attiva”
e/o di richiesta di “number portability’ - Business
Linea Non Attiva: necessary date and
signature in case of a new telephone line
Fill in the full name of the account holder of
request the phone line and the company name
Recesso e Number
Portability:
necessary, numbers, date
and signature in case of
request for migration of
existing telephone line and
Internet (ADSL and Fiber)
active
Migration Consent:
necessary, references active
operator and migration
codes, date and signature in
case of request for migration
of existing telephone line and
Internet (ADSL and Fiber)
active
23Step 3:
Fastweb to contact the
customer to perform final
verification and arrange
installation
24Step 3: Fastweb to contact the customer to perform final verification
and arrange installation
• Customer will receive by email a summary of the offer requested.
• 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.
25Order 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.
26Contact 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.
RESIDENTIAL and BUSINESS Fastweb customers can contact the support dedicated to them
by dialing 192.193
For further information on commissions and compensation, please refer to the ACN
Compensation Plan Overview located on The IBO Back Office.
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