When an advisor is cancelling a Sports package, only Sports HD shows in the basket and the customer continues to be billed after Sports is no longer active. A Kenan fix is required to fix the account. This results in CRFs being raised by advisors (currently 950 p/w due to seasonality, normally c.700 p/w) which then need to be triaged by CRT teams, followed by work around fix completed by Single Customer Fix team. By resolving issue at source these CRFs would be avoided as well as subsequent work for CRT and SCF teams.
On hold as requires UKIS resource