Overview - TV troubleshooting – Foxtel

Contents

2. Display settings
3. FTA (Free To Air)
4. TV outages
5. Service calls
6. Troubleshooting outcomes
7. TV manufacturer details

1. Types of TV troubleshooting

1.1. About TV troubleshooting

1.2. Picture issues
1.3. Audio issues
1.4. Cabling issues
1.5. Signal issues
1.6. Equipment issues
1.7. Equipment hits

1.1 About TV troubleshooting
From time to time, Foxtel customers may experience technical issues with their TV service. Common issues can include:

picture issues
audio issues
cabling issues
signal issues
equipment issues.

Error codes
When a customer is experiencing technical issues, a message with an error code will display on screen. Customers can look up the error code for online support or scan the QR code on screen.

C360
Technical Support agents can use C360 to help troubleshoot the customer's issues. C360 provides agents with detailed instructions on how to potentially resolve the issue(s) the customer may be experiencing.

Note: Some articles in C360 that apply to iQ5 STBs may include iQ4 imagery as an example.

1.2 Picture issues
Picture issues may involve a poor quality of picture or no picture being received to the TV.

The most common picture issues are:

Name	Problem	Possible cause
Pixelation/freezing	The picture breaks up or looks patchy.	the signal is weak the signal cable is not connected properly equipment or broadcast fault rain and cloud coverage.
No picture	There is no picture on the TV screen.	TV issue STB (Set Top Box) issue cable issue.
Black screen with information plate	Only the information bar is on the screen.	STB issue the customer is recording an FTA (Free-To-Air) HD (High Definition) channel a P1 smartcard in an iQ2.
Fuzzy/snowy picture	The image on screen is covered in fine black and white dots, or the image is fuzzy.	TV issue STB issue cable issue.
Ghosting/interference	The picture contains a faint second image - this can be either a different picture, or the same picture displaced slightly.	TV issue STB issue external interference.

Note: If the customer is experiencing any of these issues, use C360 to troubleshoot.

1.3 Audio issues
Audio issues may involve poor or no sound coming through the TV. See the table below for the most common audio issues.

Name	Problem	Possible cause
Audio distortion	The audio is buzzing or distorting.	interference from another device cable connection issue.
Lip-sync issues	The audio and video are not in sync.	TV issue poor cable quality incorrect set up broadcast issue.
Cannot adjust volume	The Foxtel remote will not adjust the volume.	incorrect cable set up remote control issue.
No sound on all channels	Low or no audio on all channels.	incorrect audio settings incorrect cable set up.

Note: If the customer is experiencing any of these issues, use C360 to troubleshoot.

1.4 Cabling issues
A cabling issue can be a result of:

an incorrect cable set up
incorrect cables
faulty cables
incompatible cables.

For more information on cabling, see Overview - remotes, cables & other equipment.

Troubleshooting cabling issues
Use C360 to troubleshoot cabling issues. Advise customers to organise their own technician if they need professional help with fixing their cabling issues.

1.5 Signal issues
The Foxtel signal can be affected in satellite areas. The most common reasons for signal issues are:

Satellite - line of sight
Line of sight issues occur when the signal that the satellite dish is receiving is blocked. Common causes of line of sight issues include:

trees (tall trees can disrupt the signal, especially in high winds)
storms (heavy or thick cloud cover can prevent the satellite signal from penetrating)
structures (a nearby tall structure can obscure the line of sight).

A tree blocking the satellite dish and interfering with the satellite signal.

Note: If the customer is experiencing any of these issues, use C360 to troubleshoot before taking any further action.

1.6 Equipment issues
PDR issues
PDR (Personal Digital Recorder. The following STBs are PDRs: iQ5, iQ4, iQ3, iQ2) issues are issues with an STB's (Set Top Box) recording functionalities, including:

pausing/rewinding
recording programs
series linking.

PDR error codes
Generally when there is an issue with the recording functionalities, an error message will display on screen. Confirm the error code with the customer and troubleshoot via C360.

Common PDR error codes

Error code	Display message	Meaning	Possible reason
F321/F0321	Recording is not available For assistance please call your service provider FOXTEL subscribers call 131 999 Press [BACK] to cancel	Unable to pause, record or playback.	Entitlement issue (e.g. the correct components are not added to the customer's account in CORE) hardware issue
F322/F0322	Playback and recording are unavailable For assistance please call your service provider FOXTEL subscribers call 131 999 Press [BACK] to cancel	Unable to pause, record or playback.	hardware issue software issue
F362/F0362	Powering up from energy saver mode Please wait a minute Press [BACK] to return	No access to library/recordings.	Hard drive fault.

Full System Reset (FSR)
If there is a hard drive fault, an FSR (Full System Reset) is sometimes required to resolve the issue. An FSR will:

reset all settings to factory default
remove all recordings
remove all scheduled recordings
remove all series links
remove New Release and On Demand content
remove Featured content.

To perform an FSR/CABADA on:

iQ5/iQ4/iQ3, see Procedure - perform a full system reset on an iQ4 or iQ3
iQ2/iQ1, see Procedure - perform a full system reset on an iQ2, 1Q1.5 or iQ

HDCP error
HDCP (High Bandwidth Digital Content Protection) errors occur when a recording STB (iQ5, iQ4, iQ3 and iQ2) is connected via a HDMI (High Definition Multimedia Interface) cable. When HDMI is connected between the STB and a TV, a HDCP test will automatically occur. The HDCP test is designed to test for authorisation to show HD content.

If...	Then...
the test is successful	no message will display.
the test is not successful	error code F442 or F0442 will display and the customer will not be able to view any HD (High Definition) channels. See C360 for further troubleshooting information.

1.7 Equipment hits
An equipment hit is a transmission of instructions from CORE to a customer's STB (Set Top Box) via satellite. Every equipment hit contains unique instructions and certain combinations will refresh package entitlements on a customer's STB.
Note: Available box hits in CORE are dependent on STB types.

Send equipment hit in CORE
To send an equipment hit in CORE:

Open the customer's account in CORE.
On the CORE side menu, click Technical.
Click the Equipment hit tab.
Select the STB (Set Top Box) that requires the hit.
In the STB Action section, select the required hit.
Click Send Hit.

End of procedure.

Hit sequences by STB type
Use the following hits in the sequences specified below to refresh the customer's package entitlements:

iQ5, iQ4, and iQ3

Send Re-sync

iQ2 and below:

Reinitialise Converter.
Re-authorise All Services
Re-synch Command.

Hits available per STB type
The following table lists the hits available to use in CORE and the corresponding STB type.

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2. Display settings

2.1 Aspect ratio

2.2 Closed Captions

2.1 Aspect ratio
Aspect ratio is a set ratio describing the relationship of a video's width by its height. In TV and film, aspect ratio describes how a video was filmed. Foxtel is broadcast in 4:3 (non-widescreen) and 16:9 (widescreen).

The following display settings can be used for Foxtel TV.

2.2 Closed Captions
Closed Captions transcribe the audio of a TV show, event or movie to plain text that is displayed across the bottom or top of the screen. Closed Captions allow people who are affected by hearing loss to enjoy a richer TV experience.
Closed caption availability will be advised in the EPG (Electronic Program Guide) or TV guide as CC.
For an example of Closed Captions, see below.

Closed Captions

Closed Caption channels
Not all channels on Foxtel offer Closed Captions, however Foxtel is bound by legislation that a certain number of channels must have Closed Captions. While more channels are currently captioned than required (and at higher rates than the regulated target), some channels are not captioned. For more information, see the Closed Caption channel list.
Important: In a live TV scenario, the captions may not always align exactly with the program audio due to the time taken to transcribe dialogue and broadcast live to television.

Turning on Closed Captions
Customers can turn on Closed Captions while watching a show, or set up Closed Captions as a default which means that Closed Captions will always appear when they are available.
See below for instructions on turning on Closed Captions.

iQ5/iQ4/iQ3
To turn on Closed Captions and set up Closed Captions as a default:

Press the i button on the Foxtel remote control.
Press the yellow button on the Foxtel remote control.
Switch Closed Captions to On.

iQ2/iQ
To turn on Closed Captions:

Press the Setup button on the Foxtel remote control.
Select Closed Captions.
Use the left and right arrows to turn Closed Captions on or off.
Press Back to exit.

To set up Closed Captions as a default:

Press the Active button on the Foxtel remote control.
Select Setup.
Select Advanced Settings.
Select Picture Settings.
Select Captions & Banner Settings.
Highlight Closed Captions and select On.
Select Save New Settings.
Press Back to exit.

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3. Free To Air (FTA)
Free To Air (or FTA) is the name given to Australia's local TV channels that are generally available to the public without a subscription. Depending on the customer's location, the channels they receive may vary.

Use the Postcode tool to determine the FTA channels the customer may have available to them.

If the above link does not work for you, click the link below or copy and paste it into a new browser:
http://intranet/sites/sales/CI/PCTool/_layouts/15/FormServer.aspx?XsnLocation=http://intranet/sites/sales/CI/PCTool/PostcodeTools/Forms/template.xsn

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4. TV outages
TV signal outages may occur at any time and can impact Foxtel customers having a satellite connection. For more information, see Overview - TV outages.

Compensating customers
Before discussing compensation options with the customer, advise them that, during an outage or when experiencing technical issues, they can still use Foxtel GO to view Foxtel content. See Overview - Foxtel GO for more information.

Agents must remember:

never proactively offer credits
notes must be added in CORE for all interactions and must include what was offered to the customer
before applying loss of service credits, speak with your Team Leader for guidance.

For more information on loss of service credits, see Overview - TV outages.

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5. Service calls

5.1 Residential accounts

5.2 Business accounts

5.1 Residential accounts

Residential customers are advised to organise a local, qualified technician at their own cost when they need professional assistance with their TV issues.
Foxtel will send a replacement box if the customer reports they have a malfunctioning STB.
See below for instructions on how to proceed with disabled or elderly customers.

Disabled or elderly customers

Agents are to exhaust all possible options first (e.g. advising the customer to reach out to family or friends who could help with raising a SIK order) before deciding that technician assistance is absolutely required.
If no options work out, the agent is to escalate the issue to their Team Lead. The TL will subsequently contact field services regarding this matter.

5.2 Business accounts
Foxtel provides its TV service to commercial and business properties, including:

schools
not-for-profit organisations
mining firms
hotels
hospitals.

Booking a service call for a business account
Business service calls are booked in the same way as residential accounts but cannot be booked for a weekend even when CORE supplies a weekend date, as there are no commercial technicians available on weekends. To book a service call, see Procedure - book a service call.

For some business service calls, a Commercial Service Call form may need to be lodged instead of booking a service call in CORE.

For more information about business accounts and business customer types, see Overview - business account troubleshooting.

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6. Troubleshooting outcomes
Depending on the outcome of the troubleshooting, make sure you advise the customer of the following:

Troubleshooting outcome	Advise the customer
Issue has been resolved	if there are any issues in the future, we have troubleshooting information available online at foxtel.com.au/customer-support.html they can also contact us via text with any further issues; for contact information, see foxtel.com.au/contactus.
Box or other equipment needs to be replaced	as troubleshooting hasn't been able to resolve the issue, a replacement box/equipment has been sent via Australia Post they can also contact us via text with any further issues; for contact information, see foxtel.com.au/contactus confirm that the customer is clear on the next steps to resolve their issue.
Case management (TV)	as troubleshooting hasn't been able to resolve the issue, this has been escalated to the Fault Management team the Fault Management team will perform additional troubleshooting on the customer's account and remotely on the box if the issue is resolved, the Fault Management team will contact the customer directly via email or SMS to confirm if the issue is ongoing, the Fault Management team will remain in contact with the customer and will continue to progress their fault confirm that the customer is clear on the next steps to resolve their issue.
Case management (Broadband)	as troubleshooting hasn't been able to resolve the issue, this has been escalated to the Wholesale Faults team the Wholesale Faults team will perform additional troubleshooting and checks remotely after the first round of troubleshooting, the Wholesale Faults team will contact the customer directly via email or SMS to confirm if the issue is resolve if the issue is ongoing, the Wholesale Faults team will be able to determine whether the best resolution involves a technician or replacing equipment confirm that the customer is clear on the next steps to resolve their issue.

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7. TV manufacturer details
Often when troubleshooting a customer will need to locate the source/input button on their TV remote control. The source/input button can be labelled differently depending on the TV manufacturer. Below is a list of TV manufacturers' details to assist in locating this information.

Manufacturer	Contact details
Akai	1300 886 649 https://akai.com.au/
AWA	1300 366 144 Email for manuals: awa@telefixsales.com.au
Aiwa	1300 366 155 https://aiwa.com.au/support/
Bang & Olufsen	+61 28 41 72 707 www.bang-olufsen.com
Bauhn (Aldi TVs)	https://bauhn.com.au/
Dick Smith Electronics Digitor	www.dse.com.au
Digitrex	1300 366 144
Fujitsu	1300 364 484 https://www.fujitsugeneral.com.au/
Hitachi	1800 448 224 www.hitachi.com.au
JVC	1300 728 225 https://jvctv.com.au/
Kogan	1300 304 292 www.kogan.com User manuals Help centre
LG	1800 643 156 https://www.lg.com/au/tvs
NEC	131 632 https://www.nec.com.au/
Palsonic	1300 657 888 https://palsonic.com.au/
Panasonic	132 600 https://www.panasonic.com/au/
Philips	1800 009 300 https://www.philips.com.au/
Pioneer	1800 988 268 https://www.pioneer.com.au/
RCA	See Akai
Samsung	1300 362 603 https://www.samsung.com/au/
Sansui	03 9632 9522 https://www.sansuiproducts.com/televisions.html
Sanyo	1300 360 230 https://www.sanyo-av.com/us/
Sharp	1300 135 022 https://sharp-australia.com/
Soniq	1300 765 663 https://soniq.com/au/category/tvs
Sony	1300 137 669 https://www.sony.com.au/electronics/tv/t/televisions
Teac	1800 656 700 https://www.teac.com.au/
Telefunken	See Akai
Thomson	See Akai
Toshiba	13 30 70 https://toshibatv.com.au/

Hit	(iQ5, iQ4, iQ3, and and iQ2 )
Clear Pin (Resets the parental control pin back to default 1234)
Force Download (Sends a signal to force an iQ3, iQ4 or iQ5 to download the latest version of the software)
Initiate Callback (Clears any pending balance (e.g. from Store purchases) on a smartcard.)
Re-Authorise All Services (Re-authorises the services associated to the smartcard and refreshes the package entitlements on the account back to the smartcard)
Reinitialise Converter (Reinitialises the smartcard in the Conditional Access System (CAS))
Reset Time Zone (Changes the time zone on the STB, and typically used for Daylight Savings in border areas (e.g. Gold Coast))
Re-synch Command (Re-synchronises the customer's package entitlements with the smartcard)
Retune (Initiates a rescan of all of the channels)
Return to TV (Returns services back to Foxtel TV from the Radio section)
Send On Screen Display (Confirms whether the signal is being received by the smartcard. A 'test message from Foxtel' will appear on screen if the signal is being received after the hit has been sent)
Set Top Box Reset (Sends a reset signal to the STB and forces the STB to restart)
Tune Signal Strength (Brings up the signal detection page (usually only used by technicians))
Unpair

Display	How it displays
4:3	Non-widescreen programming will be broadcast in this resolution. This applies to most older style and non-HD TVs.
16:9	Widescreen programming. All modern HD TVs are widescreen.
Centre cut	An option for displaying widescreen programs on a non-widescreen TV. This option will cut the right and left sides off a widescreen picture and will also make the picture appear to fill the screen properly. Note: The image may appear stretched between the top and the bottom.
Pillar box	An option for displaying widescreen programs on a non-widescreen TV. Choosing this option allows the entire image to be displayed on screen. Note: All widescreen programs in this setting will display with a black bar at the top and bottom of the screen.
Stretch	Another option for displaying non-widescreen programs on a widescreen TV. This option will stretch the picture to fill the right and left of the screen. Note: The images may appear stretched across the screen.

Customer Type	Form required
Business Integrated
Business Integrated with Immediate Service flag
Business Non-Integrated
Business Non-Integrated with Immediate Service flag
Unscheduled area business customers (these customers will be contacted within 10 business days to arrange an appointment)

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