Hut Link

1.1    What is included within the NeON solution?

Your Order Form with Comcast should include the basic bundle as well as additional options. The basic network hardware, includes a new router / firewall, switch, back-up device and Access point.  

1.2    What types of broadband connections are offered with NeON?

Cable and fiber are the preferred broadband connections for NeON. In some instances, construction may be required to bring cable or fiber to your store. If there are a costs for construction in excess of what is covered, you will be notified in advance.

1.3     Is DSL going away?

In the event cable is not available at a site, DSL or Bonded DSL will be installed to provide a higher speed to the restaurant (e.g., instead of a single 6Mb circuit, two 6Mb circuits will be used to provide the restaurant 12Mb). In rare situations where DSL or Bonded DSL is also not an option, 4G cellular connections will be installed.

1.4 .  Will NeON provide customer Wi-Fi?

Customer Wi-Fi will be available for all stores with a cable, fiber or DSL connection.NeON will include a new access point device that will replace the existing CTA/Airtight (Mojo) device. Stores that have a Dual 4G connection will not have customer Wi-Fi available.

1.5    Is back-up 4G required for all restaurants?

Yes. A wireless back-up device will be required in every restaurant and is included within the NeON Solution.

1.6    Is there a data cap with the Dual 4G solution?

Yes. The backup 4G included with NeON solution has a (separate) 500GB limit (per store, per month).

1.7    Can I install Security Cameras or other FZ equipment on NeON?

Yes, Services like Security Cameras, In-Store PC’s and College card readers can be connected to Ports 5-8 on the new router. If an Inbound or Outbound connection is required, please contact the PH Service Desk to initiate the request. You will need to have the technical/network requirements for the new system prior to initiating any of these requests. 

1.8     Can I use any open ports for VoIP connectivity?

Ports 5-8 on the new router can be used for VoIP; if additional ports are required please place an order for an additional 8-port switch with Comcast.

1.9    Can I keep my current contract with GTT/Hughes?

If you have an existing contract with GTT or Hughes you may continue your service through the end of your current contract term. Once your exisiting contract expires, you must transition to the new Comcast service. For any questions on your timeline for conversion, please contact us at  NeON@yum.com

1.10  What if Comcast is not a cable provider in my region? 

In regions where Comcast cable does not exist, Comcast will work with the cable company in that area to coordinate installations.

1.11  Can I Contact my local Comcast rep?

No. Comcast has a national team dedicated to supporting the Pizza Hut System. Local Comcast sales teams do not have access to the specialized pricing and discounts that have been negotiated on behalf of the Pizza Hut System, and they may not be able to provide the correct solution to ensure your restaurant runs correctl. It is critical that you work through the NeON team to receive the correct discounts, equipment and solution.

1.12  What if there are no acceptable hard line options (cable, DSL, fiber, etc.) or I do not want to pay for construction?

Comcast will install a temporary or permanent 4G connection until a hard line is available. In addition, Comcast will resurvey every 6 months to determine if cable is newly available.

1.13  Will I have to pay early termination fees (ETFs) on my existing contracts?

You are not required to terminate your existing contract prior to the end of the contract term. However, if you choose to terminate your existing contract prior to the contract end date, there may be early termination fees. Please review the terms of your current agreement to get a better understanding of which fees may apply.

1.14  Is Broadband of Choice (BOC) still an option?

No. The Broadband of Choice offering is being discontinued with NeON. If you have questions or concerns,   please feel free to contact us at NeON@yum.com

1.15  What should I do if I already have a separate contract with my local cable company (e.g. BOC – Broadband of Choice)?

Please use the the Restaurant Information Form (RIF) to highlight any restaurants with an existing BOC contract. The NeON team will work with you to determine the best way to proceed. 

1.16  I have a few new stores opening soon, can I get them on NeON?

If you are opening a new store soon, please email NeON@yum.com to discuss options.

1.17   If my restaurant requires construction to obtain a cable connection, how much will it cost and what options will I have?

Comcast has agreed to invest significantly toward construction where required. If there are costs for construction in excess of what is covered, you will be notified in advance and will be presented with options for how to proceed. Please feel free to contact us at NeON@yum.com for specific questions around any construction costs.

1.18  What are the steps to ordering and getting my restaurant on NeON?

Visit https://hutlink.yum.com/order-process for Step by Step instructions on this process.

1.19   At what time of day does NeON installations occur?

For existing stores, Comcast will schedule installations Monday – Thursday  6:30am – 10:00am. For new construction stores, Comcast will work with the Construction Manager to schedule an installation time. For any other issues around installations please feel free to contact us atNeON@yum.com.

1.20  Does the restaurant need to do anything to prepare for a NeON installation or other scheduled work?

NeON Champions and Stores should inform MOD’s of the day of install, the technician’s arrival time and the need to provide the technician access to the network cabinet.  For any additional questions, please feel free to contact us NeON@yum.com

1.21  I recently received NeON and have an issue with my network.  Who should I call to get it resolved?

All issues should be directed to 1-800-835-3379 (the PH Service Desk). You can also submit a Help Desk ticket by going to the self- service portal either here (https://yum.service-now.com/sppizzahut) or by clicking the link on your BOH computer, depending on your stores internet connection status.

1.22  With proactive monitoring, do I still have to call PH HD for support?

Although Comcast is equipped to monitor devices 24/7, if there are any issues, Comcast can remotely troubleshoot the issue and assist you. In the event they are unable to resolve the issue, please contact the Pizza Hut Help Desk and open a ticket with Comcast.