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Some Foxtel satellite customers no longer serviced

Satellite customers in some areas of Australia will move to an ‘owner install’ service, no longer be serviceable by a Foxtel Professional Technician.

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Foxtel is making changes to the way the Foxtel satellite customers in certain areas of Australia.

Customers in affected areas will move to an ‘owner install’ service and will no longer be serviceable by a Foxtel Professional Technician. Customers with an internet-delivered Foxtel TV service in these areas will no longer be able to request a Foxtel Professional Technician.

In a statement to subscribers Foxtel said from September 1 2024, “Customers classified with an ‘owner install’ service, own and are responsible for the ongoing maintenance of the satellite dish and associated cabling for their Foxtel TV service, excluding the Foxtel set top box (which remains the property of Foxtel). They are responsible for the installation and ongoing maintenance of the infrastructure, including responsibility for arranging a qualified local technician at their own cost if necessary. This does not exclude or replace your rights under the consumer guarantees of the Australian Consumer Law. If there is a fault with the Foxtel set top box, Foxtel will send a replacement.

“We have made the decision to change the way Foxtel is serviced in these areas due to the growing adoption of internet connected iQ4 and iQ5 boxes and less demand for Foxtel professional technician services.

“For new and existing customers in these areas with a Foxtel satellite TV service, these customers have the flexibility to choose and arrange their own local technician to install or conduct maintenance of their infrastructure at their own cost.

“Customers also have the option of receiving their Foxtel service delivered via an internet-connected iQ4 & iQ5 self-install kits. This is an easier and faster way to get the Foxtel service connected with no professional installation required. Simply connect to your home broadband to start watching Foxtel.”

Impacted customers will have been notified by email or SMS starting August 1st.

Foxtel Help.

17 Responses

  1. I also received an email detailing this as I use my NBN connection for my Foxtel viewing, however my IQ5 is also configured to use the Satellite connection. I change to Foxtel via Satellite connection on the rare occasion that the NBN is problematic. It is very unfair for Foxtel to basically disown the Satellite dishes. When I first had Foxtel connected, I did not have any internet connection at all. Foxtel provided and installed the Satellite dish as part of the Foxtel installation, I was always told by Foxtel it is their property and was maintained and repaired by them.

    I still believe it is their property as they provided, installed and maintained the Satellite dish when needed. This was always covered by my monthly Foxtel subscription. If anything goes wrong with the Satellite dish, it is unfair of Foxtel to disown it and expect me to cover expensive repair costs for something that is not my property. I am now ready to dump Foxtel and move to the streaming services.

  3. Foxtel has been adding some temporary channels lately & I can tape shows on the Travel channel but not on the nature channel. I can’t tape anything on Go, Gem, Bold & 7flix. But my neighbour can tape on these channels. I rang Foxtel & they were no help at all. He just tells me to go to 9now & watch them there. I don’t want to watch them there I want to tape them. I don’t understand why my neighbour can tape these channels but I can’t. It doesn’t make sense to me. Grrrr

    2. Check if your FTA channels on Foxtel are setup to come via antenna in your house or via the internet (it’s confusing I know). Essentially for people who don’t have FTA aerials Foxtel provides FTA channels via the internet.

      Go to settings – local channels and check what all channels you’re receiving from your FTA aerials. If it’s coming from FTA aerials, it can be recorded – if from internet it won’t be.

    3. I had the same problem….but I discovered that I can tape Viceland ..via the HD channel 270…Gem HD 264 ..all the other FTA I don’t have a problem with..unfortunately the Nature channel does not have HD…and you cannot record….the new Docplay channel needs a subscription to watch too.. I have the IQ5 connected via an external aerial so this could be your problem because the internet only connection is not available for all FTA to record, have trick modes like record rewind etc..and only some have closed captions..my last resort when troubleshooting is turn the box off at the wall for awhile to reset itself..often it will update as well..I totally agree with Foxtel assistance… is as useless as tits on a bull unfortunately…and if all else fails…I swear at it…it may not help to fix the problem but I feel a whole better after offloading….hope this is of some help.

        1. When recording with the IQ 5 you need an external antenna and “the recording functionality box” ..to record..(a stack design)…which is separate and clicks onto the bottom of the set top box..and is 1TB hard drive..(which I have) …but now you can only record 1 FTA at a time…not like the IQ2 which was all in one and recorded 2 FTA at the same time…as for Docplay channel 119 it’s a HD and available through the Foxtel apps..for a free trial so it’s either/or there..I don’t think Foxtel know what they are doing with that….as for Travel channel 129..it’s a pop up and has cooking shows that are and have been on Lifestyle Food and is only available until 24th November ‘24..so more changes afoot. IMO Foxtel are going down the gurgler fast.

    4. Easy fix.
      Plug your IQ to the antenna and switch the channel source from IP to antenna on the Local channel source under Advanced settings.

      This will allow you to record FTA.

      1. Get yourself a streaming device, all the free to air channels have apps for them, you can view whats on the live channels and you have all the catch up programs for your viewing.

        For far less than the cost a Foxtel service, you could get Binge, plus a few other paid streaming services and save heaps of money.

        All you need is a decent internet connection, mine averages a speed of 25mb per second, but when I had ADSL2 I only got 1/2 that speed and even at 13mb per second every streaming service worked well.

    7. Why do not want to use the streaming services? Why do you feel a strong need to tape them?, The content I want to see is available on the catch up services is there for a quite reasonable amount of time. Using the catch up services means that I don’t have to schedule a recording or worry about recording clashes that can occur because I am recording more than 2 programs at once. Long ago like many other people I used to record programs that I wanted to see on my VHS video recorder and then used a digital PVR for my recordings.

      That is now a thing of the past, because of the streaming services. We no longer have to purchase a recording device and set up scheduled recordings, no more having to purchase another recording device when the old device fails after a few years of usage. A good streaming device such as the Apple TV and a few streaming services are all you need, the free to air channels all have catch up services and all are available on your streaming device.

      1. Not quite. Not everything goes to streaming or catch-up services. I can’t tell you how hard it is to find things in morning TV. Or long awards shows or concerts where you have to sit through endless segments and ads to get to the one moment you want to see. Sometimes old fashioned recording does have advantages.

        1. For myself I finally got sick and tired of replacing expensive recording equipment.

          Sitting down and setting up scheduled recordings is pain and if the box needs replacing you can not transfer recordings or scheduled recording setting s over to a new box.

          PVR’s often have problematic firmware(programming) and no matter which brand I purchased there was always technical bugs in the firmware which caused headaches.

          Even the very best most expensive premium brands of PVR equipment did not last long. After a few years it was time to replace your expensive recording equipment again.

          The streaming devices are much cheaper and so far trouble free, the Apple TV is regarded as being the best of them all. My Apple TV has never had any technical bugs and is working fine after many years of usage.

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