CX OTT Plan SOPs - Playbox TV
Steps to activate your free OTT subscriptions
On activating the Excitel fiber 100 3M OTT plan, you will receive SMS with login credentials on your registered mobile number for Playbox TV app within 24 hours.
Auto gen SMS Text sent by Playbox team: Dear customer introducing PlayboxTV to provide lots of Entertainment under one roof you can download https://tinyurl.com/cpbajtwb & watch your favorite program
The paid OTT subscription has been activated on your mobile number registered with Excitel. Please ensure that you enter your mobile number registered with Excitel as a login id for accessing your OTT subscriptions on the OTT platform’s website and app.
You can log in to your subscription account on compatible smartphones, tablets, and smart TV, amazon fire stick.
Playbox TV LOGIN
Please visit https://playboxtv.in/ or download the playbox tv app from Google Play Store. Login with your registered mobile number and OTP.
The user can also avail the service clicking on “Claim Now” option as shown below after logging into play box app with their registered number and otp
Enter your registered mobile number to receive an OTP on that number. After successfully entering your OTP, you can log in.
Choose your desired language and click on claim now to subscribe OTT
If you are still not able to login then please our customer care number: +91 22 6687 1655 / 1644 & +91 22 4881 1644 / 1655
Sony Liv LOGIN
Please visit https://www.sonyliv.com/signin or download the Sony liv app from App Store/Google Play Store.
Login with your registered mobile number and OTP. After successfully entering your OTP, you can log in
ZEE5 LOGIN
Please visit https://www.zee5.com/signin or download the Zee5 app from App Store/Google Play Store. Login with your registered mobile number and the password received through SMS.
If you haven’t received the SMS then click on “Forgot Password”. Enter your registered mobile number to receive an OTP on that number to reset your password.
After successfully resetting your password, you can log in with your new password.
If you are still not able to login then please visit https://helpcenter.zee5.com/portal/en/kb/articles/i-can-t-sign-in-to-zee5
Frequently Asked Questions About OTT Subscription Offer
OTT Plan Enquiries:
What is the OTT Offer? Excitel is offering a free 90 days OTT (Over The Top) subscription of Sonyliv, Zee5 and Voot Select + 300 live channels with “Excitel fiber 100 3M OTT” fiber broadband plan at no extra cost.
Do I need to pay extra for an OTT subscription plan? No, you will get an OTT subscription free of cost with the “Excitel fiber 100 3M OTT” plan
Can I choose which OTTs I want? The OTT subscriptions offered with the plan are Sonyliv, Zee5 and Voot Select + 300 live channels. You will get a subscription to all the four OTTs.
What happens after the 90 days period is over?
Once your subscription is over, you will be able to renew your subscription by renewing your “Excitel fiber 100 3M OTT” subscription subject to offer terms and conditions at the time of renewal.
What will happen if I change my plan? Will my subscription continue?
No, you cannot switch to another broadband plan before expiry of your current broadband plan.
I am already a subscriber of the Excitel fiber 100 3M OTT plan by Excitel, how do I activate the OTT for me?
A free OTT subscription offer is currently available only on purchase or renewal on “Excitel fiber 100 3M OTT” plan. If you are an existing user then you can renew on this plan when your current plan expires to get the free OTT offer.
OTT Plan Activation:
**When will my OTT subscription get activated?**When you purchase a “Excitel fiber 100 3M OTT”, the OTT subscription will be activated within 24 hours once your broadband plan is activated. You will receive sms for activating your subscription on your registered mobile number. Customers can either click on the link mentioned in the provided text sms or visit the respective OTT website and login by using the provided credentials in the text sms.
**How can I access OTT content?**Mobile devices/TV: Smartphones, Smart TV’s and tablets can download OTT apps from a supported digital storefront.
Personal computers: Most computers support OTT content viewing through desktop-based apps or web browsers.
Where do I access OTT content?
You can access OTT content through Internet-connected devices like Mobile, Smart TV, Laptop/Desktop.
What is my login and password for OTT subscription?
You will receive a Login ID & Password on his RMN (Registered Mobile Number) with supporting OTT App link.
What if I have forgotten the password?
You can reset the password on the respective OTT platform through your registered mobile number which is also your user id for logging into your OTT account.
OTT Plan troubleshooting
I haven’t received my login and password for OTT subscriptions?
Your registered mobile number is your login id for the OTT account. If you have not received password details, then you can reset the password by clicking on Forgot Password and set up a new password. Please ensure that you enter your registered mobile number for changing the password.
Why am I not getting the free OTT subscriptions on my existing plan?
Free OTT subscription offer is currently available only on purchase or renewal on “Excitel fiber 100 3M OTT”. If you are an existing user then you can renew on this plan when your current plan expires to get the free OTT offer.
My login is not working for a specific OTT?
Kindly ensure that you are using your mobile number registered with Excitel as your login for OTT account. Try resetting the password by using forgot password or visit the troubleshooting section on the OTT website. If you are still not able to login then please connect with our customer care team by raising a ticket through our “my Excitel” Mobile Apps / Web portal (my.excitel.com) or by writing to us at helpdesk@excitel.com.
How will I know the status like validity, expiry date, etc. of my OTT subscriptions?
90 days from installation/renewal date - You can confirm these details by logging into your account on the respective OTT website/app.
If I already have any of the existing OTT subscriptions, will the validity of the offer get added to it?
No, validity of the OTT subscription through the OTT Offer will begin from the date of activation of your broadband plan and will work independently of any existing OTT subscription you might have.
Essential information to be shared with the customer
(Telesales & FSE)
Excitel is offering a free 90 days OTT (Over The Top) subscription of Playbox TV app (Amazon prime, Sonyliv, Zee5, Voot Select + 150 live channels) with “Excitel fiber 100 3M OTT” plan at no extra cost.
OTT subscription will be activated within 24 hours after installation is completed
The customer will get SMS of all the credentials on his RMN which should not be already registered on these OTT apps.
Call Handling from CX point of view:
Call type 1 - User calls in Cx & tells that he is unable to login with the shared credentials or Shared link in the text is not working
The agent will check the user's id in the procare and if the plan activation duration is more than 5 business hours then he will inform the user to visit the OTT website and use his RMN as a user id and reset the password with the help of OTP which he will get on his RMN. Agent will than register these conversation on a ticket under (Backoffice Sales) and close the ticket with a public note mentioning the Blog link
Call type 2 - User calls in Cx & tells that he has not received any SMS from OTT
The agent will check the user's id in the procare and if the plan activation duration is more than 5 business hours then he will reconfirm user’s RMN number to validate from our system (Procare) and inform the user to visit the OTT website and use his RMN as a user id and reset the password with the help of OTP which he will get on his RMN. Agent will than register these conversation on a ticket under (Backoffice Sales) and close the ticket with a public note mentioning the Blog link
Call type 3 - User calls in Cx & tells that he only got 2 SMS links out of 4 OTT app
The agent will ask the user whether you are already using these OTT apps with this mobile number?
If not then the agent will tell the user that you can use your RMN as your user ID by visiting to the OTT app website and by forgetting password you can reset the password also and login.Agent will than register these conversation on a ticket under (Backoffice Sales) and close the ticket with a public note mentioning the Blog link
If yes, then the agent will ask the user any alternate number from which he wants to login and the agent will mention that number on the ticket and will keep that ticket in open stage (Backoffice Sales). That ticket will be managed by the escalation layer
Call type 4 - Unable to use the OTT app.
Agent will register the user's concern on a ticket under (Backoffice Sales) and will keep that ticket in the open stage. That ticket will be managed by the escalation layer
Call type 3 (If yes) &4 agent will directly open these tickets under Feature Request - Excitel will ask customer to talk to CC of OTT (details to be shared)
PFB the remarks to be sent on the public note while solving the ticket for OTT query:
If a user calls for a normal OTT related query (any user who has not availed the offer yet):
Dear Subscriber,
As per our last telephonic conversation, we hope we have answered your OTT-related query. For any further assistance please feel free to reach out to us through our mobile App http://onelink.to/qbw6t4 or revert us on 011-69656965, we will be glad to help you. Thank you for choosing Excitel.
If a user calls for a normal OTT related query (any user who has availed the offer):
Dear Subscriber,
As per our last telephonic conversation, we hope we have answered your OTT-related query.
Your user id is your registered mobile number. Please refer to the following link for the steps to log in - http://bit.ly/ott-sub.
For any further assistance please feel free to reach out to us through our mobile App http://onelink.to/qbw6t4 or contact us on 011-69656965, we will be glad to help you. Thank you for choosing Excitel.
Changes in Excitel Fiber Tab for Bundle Plans:-
A new column named “Bundle” is added under Excitel Fiber tab in the subscriber’s profile for visibility purposes.
Security deposit” in a bundled plan is non-refundable and not covered by the Excitel.
The deposit will be displayed as grayed out and highlighted once the installation ticket is completed.
i.e. Excitel shall not charge for the device/networking equipment and it shall be free to use for the customer, Excitel shall reserve the right at all times to get back the device from the customer at its discretion. the before lines are available on Excitel Website.
Important Update regarding OTT Call Handling:
For OTT users,
a) If the user reports for any OTT related query, and the issue is resolved, create a ticket under "Portal Password" and solve the ticket. b) If the issue is still not resolved even after the TS, create a ticket under "Portal Password" and assign it to "Backend Sales".
2. For Non-OTT users - Any user who reaches out for OTT related query, solve the ticket under "Billing Enquiries" after answering the user's query
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