- Press the power button on the front of the Foxtel box
If the picture does not go blank: Press the power button back on and move onto the next step.
If offshore:
- Provide the following to your team leader:
- Channel name/number
- Name of the program
- Description of issue
- Box and service type
- Ask your team leader to escalate to onshore to confirm if there is a broadcasting issue.
Note: If outside of business hours, email the above information to your team leader or SME.
- Confirm with leader or SME:
- If there is a broadcasting issue, advise the customer the issue has been reported.
- If there is not a broadcasting issue, continue troubleshooting.
- Attempt to replicate the issue on a Foxtel box.
If the issue can be replicated, alert your team leader with the following information:
- Channel name/number
- Name of the program
- Description of issue
- Box and service type
If the issue cannot be replicated, continue troubleshooting.