1.1 TV equipment return
When a customer disconnects their TV service, has a faulty STB (Set Top Box) replaced or upgrades their STB, they're required to return their iQ5 and iQ4 boxes along with the power lead and power pack to Foxtel. Customers will receive a link to the Foxtel returns page where they can create an equipment return booking online and choose where to return their equipment. For more information, see How do customers return equipment?
Note: Current scripting may request the customer to return their remote control. The customer is welcome to return the remote control, but this is not a requirement. The customer will not be charged if they fail to return the remote control.
Important: When a customer has a faulty STB replaced, they must retain their remote control along with cables as these are not replaced with a DIY swap.
Equipment return flag
Agents will see an equipment return flag in CORE above the CI (Customer Interaction) notes when the customer has equipment that needs to be returned.
Below is what a CORE equipment return flag looks like.
What boxes are required to be returned?
Customers only need to return iQ5 and iQ4 boxes to Foxtel. iQ3 returns are encouraged; however, no equipment charges will apply if customers do not return their iQ3. Important: When returning an iQ5, customers must also return the external hard drive. For any other boxes, customers can dispose of them thoughtfully at a local e-waste facility.
1.2 Broadband equipment return
When a customer purchases a Foxtel WiFi Modem, the modem then belongs to the customer. This means that there is no need for customers to return their modem if they disconnect their Foxtel broadband. However, customers may need to return their modem if it is faulty.
Returning a faulty modem
If a customer has a faulty Foxtel WiFi Modem and has ordered a replacement, the faulty modem is required to be returned. A postal return letter with detailed instructions will be included with the replacement modem in order for the customer to return the old one.
For more information, see Procedure - return a Foxtel WiFi Modem.
WiFi extender ordered in error
If a customer ordered a WiFi extender in error, they can return the unopened WiFi extender back to us by writing RTS on the parcel and circling the Melbourne Mailing return address printed on the Australia Post label. The parcel can then be taken to any Australia Post post box to be returned back to Foxtel.
The charge for the WiFi extender will not be automatically reversed when the equipment is returned. You will need to manually adjust this charge once the customer has returned the device; ensure that you include the date of return and the reason for the refund in the notes in CORE. If the customer has returned it via an Australia Post branch, also include the receipt number and the Australia Post location.
1.3 Home phone equipment return
Foxtel do not rent or supply home phone handsets, so customers with rented handsets must contact their previous provider to arrange returns. Telstra phone return
If a customer wants to return a handset that they have rented through Telstra, they can return it to Telstra-owned retail outlets.
Disability handsets
Customers with Telstra disability handsets (e.g. big button phones, extra loud phones, hearing aid compatible phones or Teletypewriters) can contact:
- 1800 068 424 (voice)
- 1800 808 981 (Teletypewriters only).
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2. How do customers return equipment?
2.1 Equipment return process
2.2 Return packaging
2.3 Parcelpoint home pickup
2.1 Equipment return process
Customers are sent return information via SMS, email or post (depending on the contact information available on the customer's account). The equipment return instructions include a link to the Foxtel returns page and the customer's account number.
The customer can organise the return online through the Foxtel returns page. The returns page will provide customers with convenient drop-off locations based on whether the customer needs packaging or not (for more information on packaging, see Return packaging).
Note:
- The equipment must be returned to the location selected via the return’s portal.
- If the customer wants a courier to pick up their equipment, this can be arranged in some areas. The customer may be charged a fee. Advise the customer to check the website for cost information. For more information, see Parcelpoint home pickup.
Customer scenarios
See the table below for how to handle customer equipment return scenarios.
| If... | Then... |
|---|---|
| the customer has not received the equipment return information | provide them with their account number and direct them to the www.foxtel.com.au/return and advise them to follow the prompts. |
| the customer does not have internet access, or would prefer that you raise an equipment return booking for them | see Procedure - create an equipment return booking for a customer. |
| the technician took the customer's equipment | see Overview - lost, stolen, missing or damaged equipment. |
| the Australia Post return is not working (e.g. an error message displays saying 'website is down for maintenance' or 'there appears to be a problem connecting' |
select a Parcelpoint drop-off location from the list of locations provided. |
Note: Allow 1 hour for Australia Post return labels to be ready to use at the post office. The reference number or code the customer is given will be valid for 60 days.
Removal from the customer's account
Once equipment has been returned to Foxtel, it will take 7 days on average for the equipment to be removed from the customer's account in CORE.
2.2 Return packaging
When customers enquire about returning their equipment, encourage them to use existing packaging where possible (particularly in the case of a box upgrade or replacement) as customers can re-use the packaging we've already provided with their new box. However, return packaging is available at selected return locations for customers who don't have suitable packaging. Note: Customers should not use postal bags or large boxes where the STB could move around during transit.
Packaging options
When creating an equipment return booking, the customer will be presented with 2 options:
- I have packaging
- I need packaging.
I have packaging
If the customer selects I have packaging, they will be presented with the most convenient return locations in their area. Once they choose their preferred location, they'll need to package the equipment up themselves, attach the return label provided and take it back to their chosen location, where it will be sent back to Foxtel.
I need packaging
If the customer selects I need packaging, they will be presented with the most convenient return locations in their area. Once they choose their preferred location, they'll just need to take the equipment to the return location, where it will be packaged up onsite and sent back to Foxtel. Note: Australia Post does not offer free packaging for equipment returns.
If the customer wants to return their equipment via Australia Post, they can use the packaging provided with their new box.
2.3 Parcelpoint home pickup
If a customer would prefer a Parcelpoint courier to pick up their STB (Set Top Box), they can organise this through https://easyreturns.com.au/foxtel. Customers will be charged per box that is required to be picked up.
This service is not available in all areas; if the Contactless Home Pickup option is greyed out, the customer will not be able to arrange this.
Arranging a Parcelpoint home pickup request
Do not arrange this on behalf of the customer; the customer must do this themselves as payment is required. To arrange a Parcelpoint home pickup, advise the customer to:
- Go to foxtel.com.au/return
- Select which box they are returning.
- Select the Contactless Home Pickup option from the Begin You Foxtel return screen.
- Click Continue.
- Enter their pickup address in the fields provided.
- Choose a pickup date.
-
Enquire Pickup is available between Monday-Friday. The pickup window is from 8am-5pm.
- Click Next.
- Enter your payment details and click Submit payment. The customer will then receive a receipt for their payment and an option to download and print their return label.
-
On the day
Once the customer has booked the home pickup, they will need to package their box in a durable box or satchel. Print and attach the label Parcelpoint provides to the box or satchel. The courier will then arrive at any time between 800am-500pm on the customer's chosen date to pick up the equipment.
Note: The Parcelpoint courier will only pick up the box. The courier will not assist the customer with removing or unplugging their box.
Home pickup enquiries:
Home pickup is managed by Parcelpoint directly. If a customer has enquiries about a pickup that has already been arranged, advise them to contact Parcelpoint on 1300 025 639 or https://parcelpoint.com.au/contact/
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3. Alternate return methods
If the customer is elderly or physically unable to disconnect their Foxtel equipment:
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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, follow the below process to escalate a request for a request for professional technicians to collect equipment:
Rules:
- The customer will need to be aware that there is a turnaround time of up to 4 business days.
- Do not promise the customer that a professional technician service is guaranteed.
- Ensure you have discussed alternative measure before sending your request to BSA, including friends and family support.
- Retention and Complaints only
Process:
- Escalate the customer scenario with your team leader for assessment and approval
- Team leader to send a request to commercial@bsa.com.au including the below information:
-
- Customer name
- Account
- Address
- Brief explanation of need
- CIT note to be documented on the account
3.2 Natural disasters and domestic violence
In the event of a natural disaster or domestic violence issues, Foxtel do not charge:
- early termination fees
- equipment recovery fees
- balance of instalment plan fees
- reconnection fees
- move address fees
- suspension fees.
After the equipment has been disconnected from the account, or the account has been disconnected, use the Inventory SharePoint (see Tools and templates) to submit a natural disaster equipment removal request or the equipment return investigation request for domestic violence situations.
For further information, see Overview - natural disasters, deceased estates and domestic violence.
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4. Unreturned equipment
An unrecovered equipment (see Overview - TV pricing) fee may be applied to a customer's account if equipment is not returned to Foxtel. This fee only applies to iQ4 and iQ5 boxes. While iQ3 returns are encouraged, unrecovered equipment fees will not apply if the customer does not return their iQ3.
Customers are advised to return the equipment within 14 days. The unrecovered equipment fee is applied to customer's account either:
- 42 days after disconnection if the iQ4 or iQ5 box has not been returned (this includes scenarios such as disconnection, faulty box replacements and upgrades)
- 15 days after the account is suspended for non-payment
Lost, stolen, missing or damaged equipment
If equipment was not returned as a result of being lost, stolen or damaged, see Overview - lost, stolen, missing or damaged equipment.
Customer claims their equipment has been returned
If the customer claims their equipment was returned, use the Inventory SharePoint (see Tools and templates) to submit an equipment return investigation request. If the customer cannot provide the information needed to submit the request, a $300 unrecovered equipment fee may be charged.
Important: If the $300 fee has already been charged and the customer provides the required information that they've returned the equipment, you (or your Team Leader) must credit the $300 charge in addition to submitting the SharePoint investigation.
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5. External equipment removal
5.1 Removal of dish
Foxtel does not remove external TV equipment including satellite dishes.
Roof-mounted satellite dishes
Roof-mounted satellite dishes can only be removed in the following circumstances:
- if the dish has been placed on the roof in error
- in some escalated situations (approval from BSA is required).
Advise customers they may organise a local, qualified technician to have the dish and mount removed.
Ground mounted satellite dishes
- If the customer did not gain approval from their landlord but consented to a satellite dish being added to the property, the tenant/ landlord will need to engage a third party to have the dish removed.
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Foxtel will not remove ground mounted satellite dishes under any circumstances, however customers have the option to organise a local, qualified technician to remove unwanted ground mounts.
MDU shared satellite dishes
- Foxtel will not remove a satellite dish from MDUs (Multi-Dwelling Units) as these dishes are shared among multiple residents.
-
It is the responsibility of the body corporate to remove the dish, as they own the satellite dish once it has been installed.
5.2 Removal of external cabling
External cabling refers to:
- the aerial lead-in from the street to the customer's residence
- any cabling/wiring that runs around the outside of a customer's residence
- an isolation (ISO) box fixed to an external wall of a customer's residence.
Foxtel does not recommend existing cabling to be removed, as it is not necessary to remove the cabling if the customer is no longer using the cables for a service.
Organising external cabling removal
External cabling removal is not conducted by Telstra.
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