JOi Broadband + Phone, and Mobile (powered by MÁSMÓV!L)

Order Process Guide Content Post Step Step - 2 1 sale : : Order Order service processing, Submission delivery & installation BROADBAND – OFFERED PRODUCTS

• Only Internet (2P) Internet & fixed line (ADSL, Fiber) - fixed line service is included automatically

• Convergent offer (3P) Internet, fixed line and mobile line within the package + 3 additional billable lines (in total 4 mobile lines)

Dedicated for residential customers:

• ADSL/Fiber – contract duration 1 year

• Mobile – contract duration 2 years for SIM with handset, no binding period for SIM only

• Convergent offerings – combination of internet plans and mobile plans; the customer can add additional mobile lines General Process Overview

Step 1 Step 2 Order submission Order processing, IBO with the Customer delivery & installation MásMóvil Step 1 Order Submission

Checks required before the order submission:

• Check the binding period the customer has with their current provider. The penalties related to breaking the contract by the customer will not be covered by the Vendor. • Inform the customer about the content of the offers and the conditions of sales.

Current customers of MASMOVIL, Yoigo, , Llamaya and Happy Movil cannot be acquired because they belong to the same Grupo MásMóvil, with which we have this collaboration agreement. The IBO can however upsell to the customer the services that they don’t already have. For example, the IBO can upsell fixed services (Internet + fijo) and additional mobile lines to a customer that has a mobile line with Grupo MásMóvil.

The following data are required during the order submission:

• Business ID of the IBO • Name and surname of the customer • Service address details • Customer’s Email address • Customer’s ID number (for residential customers) • Customer’s NIF/CIF number (for business customers) • Customer’s phone number (preferably mobile) • Customer’s bank details • A decision to transfer their existing phone number to MÁSMÓVIL under JOi brand or getting a new phone number • Line owner details (if the owner of the line is different) Step 1 Order Submission

To place an order, the customer begins at Storefront / MyACN selecting ‘Broadband, Phone and Mobile Partnership’ under JOi brand and is re-directed to ACN in-between page. If this is your first time placing an order, select “First time ordering” and read through the Do’s and Don’ts, if you have placed an order recently, you can submit this new order directly. Step 1 Order Submission

If “first time ordering” is selected, the customer will find a detailed step by step on how to successfully place the order. Step 1 Order Submission

Next you will be redirected to the web form – you need to provide the IBO and customer’s details. When you click on ‘Order now’ you will be forwarded to the Vendor’s order portal.

Username: The IBO’s Business ID Password: The IBO’s Business ID

The offer configurator tool works with Spanish business IDs only. IBOs from outside of Spain should use 7370551994 as username and 90pnuiol as Password

Make sure the same customer id is provided during the order submission.

This will allow the order to be properly assigned to the IBO. Step 1 Order Submission

Use the credentials below to access the order portal:

IBO Access: Dealer Id: https://myacn.eu/es-en/broadband-residential-steps/ Clave de acceso: 1

To place the order first click on ‘Sale’ menu and then choose ‘New convergent sale’ button.

Please do not select any other menu options on this screen or your order will not be validated. Step 1 Order Submission

Service availability check & Customer details. Enter the fixed phone number (if there is any) and click ‘Search address’ button. Important note: If the customer wants to port the fixed line number it should be entered here – there is no option to do it later.

Enter the customer’s name and phone number.

2 Step 1 Order Submission

Next, the service address needs to be entered. The drop-down list with the addresses is displayed. Further information like floor number might be required at a later stage. The available technology will appear once all the necessary information has been entered.

If the address is not found it means the service is not available.

4

Technology description

FTTH = Direct Fibre NEBA or VUELA = Indirect Fibre ADSL = ADSL Step 1 Order Submission

Next, the customer’s details must be entered. All fields are mandatory. A credit check is done online, after all data are provided, they need to click on the ‘Check data’ button. An error appears if the credit check is rejected or a confirmation message if data are ok.

Important note: In case of credit check rejection please inform the customer that the order is not accepted. For credit risk customers, a mandatory deposit by Credit Card will be required at step 5.

The contact number must be a mobile number

Happy path

Unhappy path Step 1 Order Submission

Package and product selection - the customer has to select the package he is interested in and adjust the products within the package.

Important note: The customer can select ‘New’ or ‘Porting’ type only. ‘Existing’ type cannot be selected Step 1 Order Submission

He can add 1 extra phone number and up to 3 additional phone numbers

Important note: The customer can select ‘New’ or ‘Porting’ type only. ‘Existing’ type cannot be selected. Step 1 Order Submission

If ADSL technology is available, the customer is redirected to the Shipping details (the installation address is automatically set by default). The customer can change it by clicking on ‘’modify the address”) Step 1 Order Submission

Next, the customer is redirected to the order summary. For MM Fiber the installation appointment must be scheduled. For indirect Fiber (Neba/Vuela) the customer needs to confirm the order. The technician will contact the customer to arrange the appointment. ADSL – the customer confirms the order.

ADSL - without installation FIBER- installation required Step 1 Order Submission

To finalise the order, the IBO needs to click on some indications for the customer and submit the order. A confirmation message appears:

The order confirmation e-mail is sent to the customer with the contract attached to it.

The customer is notified about the installation visit. Statuses visible on the Personal Customer List (PCL) in the IBO Back Office:

• It may take up to 1 business day for the customer to show on your PCL.

• The customer order will appear as “Active” and will count for IBO Qualifications though the order is pending validation and activation.

• If after 30 days from becoming Active the order has not gone into status “Cerrada/Cerrada Parcial” on the Vendor’s report it will be purged.

• If the customer resigns, the order will be purged.

Note: The customer can resign without any costs before the installation takes place, if he resigns after, he will be charged.

VIP PCL description

ACTIVE

REJECTED The order was rejected either by the Customer or by the Vendor Order rejected - data mismatch. Contact the Customer and verify the data that was provided. The order REJECTED must be submitted again. General Process Overview

Step 1 Step 2 Order submission Order processing, IBO with the Customer delivery & installation MásMóvil Step 2 Order processing, delivery & installation

FIBER – installation visit

• The customer receives an installation visit reminder via SMS/email • The installation takes approximately 2 hours • An adult must be present during the technician’s visit • If there is a specific room in the customer’s building that the technician should have access to, the • customer must ensure the keys to access it on the day the installation takes place • If a new landline number is requested, the service will be available after the technician’s visit • If porting was requested, the customer will be able to navigate the internet using the new line and continue to receive calls with the old line until the porting takes place • When the transfer is complete, the customer will receive a confirmation SMS (no further action is required from the customer).

ADSL – new line + router installation by technician

• If a new line is required, the technician from Telefonica will contact the customer within 6 working days in order to schedule the installation visit. • During the installation there must be a person of legal age at home. • If portability of a landline is requested, the customer will receive an SMS with the port-in effective day within the next 2 days. • Within 3 working days after the visit of the Telefónica technician, an installer from JOi will call the customer to arrange an appointment to install the router and activate the service. • If number portability is requested, it will be effective max. 3 days after installation by Telefónica technician. Step 2 Order processing, delivery & installation

ADSL – self-installation

• The router is sent to the customer when the new line is ready or there is just a change of provider (delivery time – up to 48h, one day more if the delivery is to Canary islands). • The courier notifies the customer by email /SMS of the router's delivery. If the delivery fails, the customer will receive an SMS with request to reschedule the visit of courier or to pick up the parcel from the courier office. • If the parcel is not picked up by the customer within 7 days, it will be sent back to the Vendor and the order will be cancelled. • The customer should not connect the router until the day scheduled for the activation. • If port-in is requested, the customer is informed via SMS when the port-in day is effective. That day he will receive an SMS indicating that the activation is complete and that he can start browsing and making calls with JOi. The portability will be effective after the router’s installation and activation (MM takes max. 2 days to validate). • The customer will receive a welcome call 48 hours after to check if there are any questions/problems. • If the customer has any problems with the installation he can call Customer Service and request a technician’s visit. The installation will be done within 72 hours • If the customer resigns (before installation is done), the order will be cancelled and the customer has to send the router back

MOBILE – available only when the internet and landline services are ordered

• The mobile lines will be activated once the landline service is installed and active • SIM cards are delivered by the MasMovil technician during the Fibre or ADSL installation. • If the Technician does not have a JOi Multiplay SIM, it will be shipped to the customer. The delivery time is up to 72 hours after Fiber/ADSL installation and activation. • The customer will be notified about the delivery via SMS/email • If the customer is not at home when the delivery takes place, the courier will send them an SMS to reschedule the visit or to pick up the parcel at a pick-up point • If the pick-up point option is selected and the parcel is not claimed within 7 days, it will be returned to MÁSMÓVIL and the order will be cancelled • The porting takes place within 24 to 48 hours • The customer will receive an SMS informing them of the date the porting becomes effective. • The customer will be able to use MÁSMÓVIL under JOi’s brand service from that moment on POST-SALE SERVICE Post- sale service

• If the Customer has any question he may:

✓ contact JOi 7 days a week between 8:00 and 00:00 for free by calling 800622172 ✓ send regular mail to: Avenida de la Vega, 15, 28108 ()

• If the claim is made by telephone the customer may request a document proving the claim. This document will be sent to the customer within 10 days from the request.

• When the claim has been resolved, MÁSMÓVIL informs the customer of the resolution through the same means used to submit the claim.

More details are available in Tips/Troubleshooting Guide and FAQ