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Overview - My Account

Contents


1. My Account

 

1.1 About My Account
My Account is a self-service application that allows Foxtel customers to log in to their Foxtel account via mobile, tablet or PC to easily manage their Foxtel services.
​​​​​​
My Account enables customers to:

  • view their account details (including bundle contract period and bundle inclusions)
  • manage, add or upgrade their STB (Set Top Box)
  • order Foxtel accessories (e.g. TV remotes, Foxtel magazines)
  • order Pay Per View items or Main Events
  • buy a Foxtel WiFi Modem or WiFi extender
  • check their recent home phone charges
  • add or remove home phone extras
  • manage their communication preferences 
  • manage billing of their account, including:
    • ​​​​​​​paying a bill
    • viewing payment history
    • setting up and changing direct debit
    • removing direct debit
    • changing bill cycle date
    • setting up a payment plan
    • cancelling or viewing a payment plan
Note: My Account is a self-service application, which means customers should be placing orders and account changes through My Account themselves. If a customer is having issues with any of these functions, you can use the step-by-step procedures in this overview to walk them through.
 

1.2 Permission and access
There are different levels of permission and access available through My Account. Account holders will receive primary user access, while authorised users will receive secondary user access. The level of access can also depend on the customer's subscription (e.g. TV, bundled or standalone broadband account) and whether they receive their Foxtel directly from Foxtel or from Foxtel through Telstra.

View below for more information on My Account permissions and access.

Type of customer  Access my package  Package change Access billing Service details  Usage alerts (broadband)
Primary user 
Secondary user 
Broadband and home phone (no TV) or Broadband standalone
Foxtel from Telstra
In collections 
Disconnected account 
Pending disconnection
Seniors, Legacy, RSP
Internal (e.g. Employee, technician)
Promotional (VIP) 
Note: All users can update contact preferences (including contact numbers, billing address, direct debit changes and marketing preferences) in My Account. 

Important: Customers can only access My Account while in Australia; My Account is not available for use outside of Australia. 

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2. Register for a Foxtel ID
Note: If a customer has an existing service (e.g. Foxtel TV, Bundle or Foxtel Now) and is signing up for a Foxtel ID on another service (e.g. a second Foxtel TV service, Foxtel Now) they will need to use a different email address and will have 1 Foxtel ID for each service.
 


2.1 Forgotten password
If the customer has forgotten their password for their Foxtel ID, they can reset their password via text message or email. 
Forgotpassword2.png

Reset password via text message
To reset their password via text message, advise the customer to: 
Note icon.png Note: Standard text messaging fees apply. 

  1. Go to the My Account login page (link: https://www.foxtel.com.au/login.html). 
  2. Click Forgot password? above the Password field.
  3. Select the Text message radio button.
  4. Enter your mobile number and the account holder’s date of birth in the relevant fields.
Note icon.png Note: The date of birth must match the date of birth on your account. te
 
  1. Confirm you’re a real person by clicking the box and completing the CAPTCHA test.
  2. Click Send code. We’ll send a 6-digit code to your nominated mobile number. This code is valid for single time use within the next 15 minutes only. Do not share this number. 
  3. Enter the code in the Enter Code field and click Confirm. 
  4. Now that we’ve identified you on the account, you can create a new password (minimum of eight characters with at least one letter and number). 
  5. Click Reset password. Your password has now been reset. 


Reset password via email
To reset their password via email, advise the customer to: 

  1. Go to the My Account login page (link: https://www.foxtel.com.au/login.html).
  2. Click Forgot password? above the Password field. 
  3. Select the Email radio button.
  4. Enter your email address that is associated with your Foxtel ID.
  5. Confirm you’re a real person by clicking the box and completing the CAPTCHA test.
  6. Click Send email. You’ll receive an email with reset instructions within five minutes (if you can’t see this email, make sure you also check your junk, spam or social folders).
Note icon.png Note: If you don’t receive an email, this may mean that your email address isn’t registered for your Foxtel ID Follow the registration process to register this email address. 
 
  1. Open the email from Foxtel and click the Reset password link. This will open up a new page where you can reset your password. 
  2. Now that we’ve identified you on the account, you can create a new password (minimum of eight characters with at least one letter and number). 
  3. Click Reset password. Your password has now been reset. 


2.2 Forgotten username
If the customer has forgotten their email address or username, they can retrieve it via text message, entering their account information online or email. 
Forgotusername.png

Retrieve via text message
To retrieve their email address or username via text message, advise the customer to: 
Note icon.png Note: Standard text messaging fees apply. 

  1. Go to the My Account login page (link: https://www.foxtel.com.au/login.html).
  2. Click Forgot Username? above the Username/Email field. 
  3. Select the Text message radio button. 
  4. Enter your mobile number and the account holder’s date of birth in the relevant fields. 
    Note icon.png Note: The date of birth must match the date of birth on your account. 
     
  5. Confirm you’re a real person by clicking the box and completing the CAPTCHA test.
  6. Click Send code. We’ll send a six-digit code to your nominated mobile number. This code is valid for single time use within the next 15 minutes only. Do not share this number. 
  7. Enter the code in the Enter Code field and click Confirm. Your email address or username used for your Foxtel ID will now display onscreen.  


Retrieve via entering account information
To retrieve their email address or username via entering their account information, advise the customer to: 

  1. Go to the My Account login page (link: https://www.foxtel.com.au/login.html).
  2. Click Forgot Username? above the Username/Email field.
  3. Select the Enter account information radio button.
  4. Enter the account holder’s date of birth and the account number, serial number of the box or the smartcard number in the relevant fields.
  5. Confirm you’re a real person by clicking the box and completing the CAPTCHA test.
  6. Click Retrieve username. Your email address or username used for your Foxtel ID will now display onscreen.


Retrieve via email
To retrieve their email address or username via email, advise the customer to: 

  1. Go to the My Account login page (link: https://www.foxtel.com.au/login.html).
  2. Click Forgot password? above the Password field. 
  3. Select the Email radio button. 
  4. Enter the email address that you used to create your Foxtel ID. 
  5. Confirm you’re a real person by clicking the box and completing the CAPTCHA test.
  6. Click Send email. 
  7. You’ll receive an email with your account information within five minutes (if you can’t see this email, make sure you also check your junk, spam or social folders). 
    Note icon.png Note: If you don’t receive an email, this may mean that your email address isn’t registered for your Foxtel ID. Follow the registration process to register this email address. 
     
  8. Open the email from Foxtel. Your email address or username used for your Foxtel ID will now display onscreen. 


2.3 Registering for a Foxtel ID
If the customer asks for help registering for a Foxtel ID, advise them to: 

  1. Navigate to https://www.foxtel.com.au/login.html
  2. Click Register
  3. To verify the account information, enter the account holder's date of birth and the account number, STB serial number (The Set Top Box serial number can belong to any of the STBs on the account.) or smartcard number (The smartcard number can belong to any of the boxes on the account.)
  4. Click Verify my account
  5. Enter a preferred email address and password.
  6. Click  Submit. Once the registration page is submitted, the customer will be sent a verification email.
  7. Click the link within the verification email to validate the email address and finalise the registration.  
Note: Customers will have 48 hours to verify the registration in the verification email. After 48 hours, they will need to restart the registration process.
 

2.4 Changing email address
If the customer needs to update their email address or username (e.g. if they no longer have access to that email address), they'll need to follow the steps in Forgotten username above to retrieve their email address or username. 

Depending on how they've chosen to do this, we’ll send the customer an email or a notification will appear onscreen with their current email address or username and the option to Update email address. By clicking this option, they'll be taken to My Account where they can update their preferred email address; this will then be used as their Foxtel ID login. 

Changeemail.png
 
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3. My Account home page
The My Account home page contains 4 tiles, including:

  • My Package
  • Foxtel First
  • Billing & Payments
  • Profile & Settings. 


 
Each individual tile has a brief summary of the customer's account information relating to that section. The customer can click on the individual tile to go to the specific sections. 
Note: The product icons will appear based on the products (E.g. if a customer has a TV only account, the broadband and home phone logos will not be present.) the customer has with Foxtel.
 
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4. Manage billing

4.1 Make a payment
To make a payment, the customer needs to select Pay my bill on the My Account homepage. 

Once in the Pay my Bill tab, the customer can make a payment (the minimum payment is $5).

Once a payment has been made, the customer will receive a confirmation of the payment and a receipt number. The Billing & Payments screen will also be updated to show the payment. 

Note: Secondary users cannot make a payment through My Account. If the customer is a secondary user, direct them to https://www.foxtel.com.au/pay-my-bill.html.

4.2 View billing history
Customers can view their billing history by selecting the Payment Options icon on the My Account homepage.

Note: Customers can also view their last bill from the My Account homepage by selecting My Last Bill (PDF)

Once in the Payment Options tab, a bar graph will show the last 6 invoices. The customer can:
  • view a generic invoice breakdown by selecting Understanding your bill
  • hover over each of the bars in the graph to provide a link to the PDF copy of the bill
  • click the Download Bill History drop down box to download a PDF invoice for any of the last 24 months
  • view the current account balance
  • make a payment on the account by clicking Make a Payment
  • set up an ongoing direct debit by clicking Activate Direct Debit and entering their direct debit details

Note: If the customer has an outstanding balance, this balance will not automatically be paid by activating direct debit. The customer will still need to make a manual payment to clear the outstanding balance.

4.3 Manage payment method
Customers can manage their payment method by selecting Payment Options on the My Account homepage. 

Once in the Payment Options tab, below the billing history bar graph. The customer can:

  • add direct debit
  • update direct debit details 
  • remove direct debit

4.4 Change bill cycle date
Customers can change their bill cycle date by selecting Payment Options on the My Account homepage.

Once in the Payment Options tab, under Bill Support customers can select Change bill date.

Customers can then change their bill cycle date where they will be advised of part month charges. 

Note: Eligibility requirements still apply. If a customer has already changed their bill cycle date within the last 90 days, they will not be able to change it again.
Important: Customers should be made aware that this action changes their bill cycle date, not their due date or payment date.

4.5 Set up a payment plan

Eligible customers can set up a payment plan by selecting Pay my bill on the My Account homepage.

Once in the Pay my bill section, eligible customers can:

  • select Create a payment plan 
  • choose a payment method and complete the details
  • receive a confirmation of their payment plan details


Once confirmed, customers can view the details of their payment plan and cancel their payment plan in My Account. 

Note: Eligibility requirements still apply. For more information, see, Overview - payments, payment plans and payment extensions 

5. Change account


5.1 Foxtel First

Foxtel First (now called Foxtel Rewards) is Foxtel's loyalty program that offers customers exclusive benefits that get better the longer they've been with Foxtel. For more information, see Overview - Foxtel Rewards.  
 
Register for Foxtel First
To register for Foxtel First, advise the customer to: 

Click Join in in the Foxtel First tab on the My Account home page.  

  1. A welcome message will display on your screen letting you know what loyalty category you fall under. Click Foxtel First home to view your rewards and get started.

View and redeem Foxtel First rewards
The customer will need to be registered for Foxtel First to view their Foxtel First rewards. To view the rewards available to them, advise the customer to: 

  1. Click Show Me What's New in the Foxtel First tab on the My Account home page.  
  2. Click on the available rewards to learn more. 
  3. Follow the prompts to redeem the rewards. 

View below to see what the customer rewards look like in My Account.

Foxtel First in My Account


5.2 Update profile and preferences
Customers can change their profile by selecting the My Profile icon on the My Account home page.
 
Once in the My Profile tab, the customer can:

  • change their contact details  (E.g. email address, phone number.)
  • add a secondary user
  • request a service move to a new address
  • change their My Account password.
Note: Only the primary user will have access to change the package and view the billing and payments sections.

 
My Preferences
Customers can also change their marketing preferences by clicking on the My Preferences icon within the Profile & Settings tile.
 
In the My Preferences tab, the customer can:

  • opt in or out of marketing notifications
  • change to email billing
  • change to paper billing.  (A paper bill fee applies for each bill issued.)

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6. Change TV


6.1 About changing TV
Customers with a residential TV service can use My Account to:

  • add new channel packs
  • upgrade STBs  (Set Top Boxes)
  • add multirooms
  • swap channel packs of equal or greater value.

Important: Customers cannot remove packages online, they will need to contact 131 999 to downgrade packages. The only exception to this is that customers can downgrade specialty channels on My Account. 
 
Restrictions
Customers will not be able to make any changes to their channel packs if they:

  • are not the primary user of the account
  • have a pending order (excluding PPV) (Pay Per View.)
  • are on a voluntary suspension
  • are in collections  (Including Reduced Service Package or Non-Pay Suspension.)
  • have a Legacy package  (see Overview - TV pricing)
    Note: Legacy packages cannot be swapped to 2019 P&P online. 
  • are a Foxtel from Telstra customer
  • are a Foxtel employee or technician. 

For more information about TV pricing, see Overview - TV pricing.  

6.2 Manage channel packs
To manage channel packs in My Account, advise the customer to:

  1. Click Change my subscription in the My Package tab on the My Account home page.

If... Then...
the customer wants to add a pack click Add under the pack to be added.
the customer wants to swap a pack of equal value       a. Click Added under the pack to remove it.
b. Click Add under the pack(s) to be added.
Continue below.     

 

  1. Confirm the new pricing in the Your subscription sidebar and click Update. 

Note: The customer will be able to start watching the new channels within 30 minutes, but we'll also send them a confirmation email with the details of the change.

 
6.3 Manage specialty channels
To manage specialty channels in My Account, advise the customer to:

  1. Click Change my subscription in the My Package tab on the My Account home page.

  1. Scroll down to Add extras. 

Note: If the customer is subscribed to any specialty channels, they will be listed here.  

If... Then...
the customer wants to add a specialty channel  click Add under the pack to be added.
Continue below.
the customer wants to swap a specialty channel of equal value  a. Click Added under the pack to remove it.
 b. Click Add under the pack(s) to be added.
Continue below.
the customer wants to remove a specialty channel  click Added under the pack to remove it.
Continue below.

 

  1. Confirm the new pricing in the Your subscription sidebar and click Update.

Note: The customer will be able to start watching the new channels within 30 minutes, but we'll also send them a confirmation email with the details of the change.


For a list of the specialty channels available, see Overview - TV pricing.  

6.4 Upgrade primary STB
To upgrade the primary STB (Set Top Box) in My Account, advise the customer to:

  1. Click Change my subscription in the My Package tab on the My Account home page.

  1. Scroll down to Enhance your iQ experience.
  2. Click the plus symbol next to Upgrade your Primary Box. 
  3. Select either the iQ5, iQ4 or iQ3 and click Upgrade.               
  4. Confirm the pricing and charges in the Your subscription sidebar and click Next.

Note: Depending on the customer's address, they'll have the option for either a SIK (Self-Install Kit) or a Professional Install, or just a Professional Install. 

If... Then...
the customer wants a SIK a. Select the I can install the box myself checkbox.
 
b. Click Confirm. The order will be placed and the customer will be sent a confirmation email with the details and the estimated delivery timeframe of the SIK. 
 
End of procedure.   
the customer wants a Professional Install  

a. If eligible for SIK, place an order for a SIK as above.

b. Advise the customer that they have the option to organise a local, qualified technician to carry out the installation at their own cost, once they receive the box.
 
End of procedure.   

  
6.5 Add Multiroom iQ
To add Multiroom iQ in My Account, advise the customer to:

  1. Click Change my subscription in the My Package tab on the My Account home page.
  2. Scroll down to Enhance your iQ experience.
  3. Click the plus symbol next to Add a Multiroom Box.
  4. Select either the iQ5, iQ4 or iQ3 and click Add.
  5. Confirm the pricing and charges in the Your subscription sidebar and click Next.
  6. Select the installation option.
Note: Depending on the customer's address, they'll have the option for either a SIK (Self-Install Kit) or a Professional Install, or just a Professional Install. 
If... Then...
the customer wants a SIK   a. Select the I can install the box myself checkbox. 
 
b. Click Confirm. The order will be placed and the customer will be sent a confirmation email with the details and the estimated delivery timeframe of the SIK. 
 
End of procedure.   
the customer wants a Professional Install

a. If eligible for SIK, place an order for a SIK as above.

b. Advise the customer that they have the option to organise a local, qualified technician to carry out the installation at their own cost, once they receive the box.
 
End of procedure.   

For pricing information for multirooms, see Overview - TV pricing. 

6.6 Add Multiscreen
To add Multiscreen in My Account, advise the customer to: 

  1. Click Change my subscription in the My Package tab on the My Account home page.
  2. Scroll down to Add extras
  3. Click Add under Multiscreen. 
  4. Confirm the new pricing in the Your subscription sidebar and click Update. 

Note: The customer will be able to start watching Multiscreen within 30 minutes, but we'll also send them a confirmation email with the details of the change. 


6.7 Remove Multiscreen
To remove Multiscreen in My Account, advise the customer to:

  1. Click Change my subscription in the My Package tab on the My Account home page.

  1. Scroll down to Add extras.
  2. Click Added under Multiscreen to remove the Multiscreen subscription.
  3. Confirm the new pricing in the Your subscription sidebar and click Update. 

Note: Multiscreen will be removed from the customer's account immediately. 

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7. Change broadband

7.1 About changing broadband
7.2 Buying a Foxtel WiFi Modem ​​​​​​​
7.3 Buying a WiFi extender


7.1 About changing broadband
Customers with a residential broadband service are able to use My Account to:

  • manage their broadband package   
Note: Broadband upgrades and downgrades are both available on My Account. Upgrades will take place immediately, while downgrades will go through on the next billing cycle. 
  • buy a broadband top-up
  • buy a Foxtel WiFi modem.

Restrictions
Customers cannot make any changes to their broadband on My Account if they:

  • are not the primary user of the account
  • have a pending order (excluding PPV) (Pay Per View.)
  • are on a voluntary suspension
  • are in collections.
Note: Foxtel employees and technicians are able to manage their broadband service through My Account.
 

For information about broadband pricing, see Overview - Broadband and home phone pricing.  

7.2 Buying a Foxtel WiFi Modem
To buy a modem in My Account, advise the customer to:

  1. Select Broadband from the My Package tab on the My Account home page. 
  2. Click View details 
  3. Under the Modem tab, click Buy WiFi Modem
  4. Review the cost and click Confirm to proceed. The order will be placed and the confirmation screen will appear.

7.3 Buying a WiFi extender
To buy a broadband top-up in My Account, advise the customer to:

  1.  Select the broadband icon from the My Package tab on the My Account home page.          
  2. Click View details          
  3. Under the Modem tab, click Buy WiFi Extender  
  4. Click Confirm to proceed. The order will be placed and the confirmation screen will appear.

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8. Change home phone

8.1 About changing home phone
8.2 Manage an international calling pack
8.3 Manage silent line
8.4 Manage calling number display


8.1 About changing home phone
Customers with a residential home phone service can use My Account to manage Home Phone Extras (HPEs) including to add and/or remove:

  • a silent line
  • an international calling pack
  • calling number display. 

Restrictions
Customers cannot make any changes to their home phone on My Account if they:

  • are not the primary user of the account
  • have a pending order (excluding PPV) (Pay Per View.)
  • are on a voluntary suspension
  • are in collections.

Note: Foxtel employees and technicians are able to manage their home phone service through My Account.

For more information about HPE (Home Phone Extra) pricing, see Overview - Broadband and home phone pricing. 

8.2 Manage an international calling pack
To manage an international calling pack through My Account, advise the customer to:

  1. Select the phone icon from the My Package tab on the My Account home page.
  2. Click View details.                        
If... Then...
the customer wants to add calling number display a. Under the Call Packs tab, click Buy international calling pack             
 
b. Continue below.  
the customer wants to remove an international calling pack a. Hover over Buy international calling pack and the Manage option will appear.
 
b. Click Manage to remove the product.
 
c. Continue below.  
 

 

  1. Review the cost and click Submit to proceed. The order will be placed and the confirmation screen will appear.


8.3 Manage silent line
To manage a silent line through My Account, advise the customer to:

  1. Select the phone icon from the My Package tab on the My Account home page.

  1. Click View details  
If... Then...
the customer wants to add a silent line a. Under the Extras tab, click Buy silent number.        
 
b. Continue below.
the customer wants to remove a silent line a. Hover over Buy silent number and the Manage option will appear.
 
b. Click Manage to remove the product.
 
c. Continue below. 

 

  1. Review the order and click Submit to proceed. The order will be placed and the confirmation screen will appear.

Note: The confirmation screen will include:

  • the dates for any package change to take effect
  • the order reference number
  • the monthly cost and any one-off fees
  • the option to print the confirmation
  • a notification that an email has been sent confirming the details
  • an option to return to the My Account home page. 
 

8.4 Manage calling number display

To manage a mobile calling pack through My Account, advise the customer to:

  1. Select Phone from the My Package tab on the My Account home page.

  1. Click View details.         
If... Then...
the customer wants to add a mobile calling pack a. Under the Extras tab, click Buy calling number display      
 
b. Continue below.  
the customer wants to remove a mobile calling pack a. Hover over Buy calling number display and the  Manage option will appear.
 
b. Click Manage to remove the product. 
 
c. Continue below. 

 

  1. Review the cost and click Submit  to proceed. The order will be placed and the confirmation screen will appear.

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9. Change additional services

9.1 Manage a magazine subscription ​​​​​​​
9.2 Manage a Netflix billed by Foxtel subscription
9.3 Order Store and Main Event
9.4 Buy a remote control 


9.1 Manage a magazine subscription
To manage a magazine subscription in My Account, advise the customer to:

  1. Click Change my subscription in the My Package tab on the My Account home page.

  1. Scroll down to Add extras. 
If... Then...
the customer wants to add a magazine subscription click Add under Foxtel Magazine. 
 
Continue below.   
the customer wants to remove a magazine subscription click Added under Foxtel Magazine to remove it.
 
Continue below.  

 

  1. Confirm the new pricing in the Your subscription sidebar and click Update.

Note: The customer will be able to all set to start watching the new channels within 30 minutes, but we'll also send them a confirmation email with the details of the change.

 
9.2 Manage a Netflix billed by Foxtel subscription
The customer can only manage their Netflix subscription through My Account if they have their Netflix billed by Foxtel. For more information, see Overview - Netflix through Foxtel.
 
For customers who have Netflix billed by Foxtel, they can use My Account to:

  • reset their Netflix password
  • change their Netflix email address
  • cancel Netflix billed by Foxtel. 

Important: If a customer has Netflix billed by Foxtel and wants to reset their password, they can reset through Netflix or their Foxtel My Account. If the customer has forgotten or wants to change their Netflix email address, they must do so through Foxtel My Account. They cannot perform this change through Netflix as Netflix are unable to verify the payment information of customers with Netflix billed by Foxtel. The customer signing in to Foxtel My Account authenticates them against Netflix's system.

Resetting a Netflix password
Important: Customers who have Netflix billed by Foxtel must log in to My Account to reset their Netflix password or email address. Logging in to Foxtel My Account and clicking on the Netflix links will redirect the customer to the Netflix website, but will authenticate the customer's details. 
 
To reset a Netflix password in My Account, advise the customer to:

  1. Select the My Profile icon in the Profile & Settings tab. 
  2. In the My Profile tab, scroll down to Netflix. 
  3. In the Netflix section, select the Forgot Netflix Password? link.

Note: The customer will be redirected to the Netflix website which will automatically log them in to their Netflix account.

  1. Follow the instructions on the Netflix website to update your password.

  Changing a Netflix email address

Important: Customers who have Netflix billed by Foxtel must log in to My Account to reset their Netflix password or email address. Logging in to Foxtel My Account and clicking on the Netflix links will redirect the customer to the Netflix website, but will authenticate the customer's details. 

To reset a Netflix email address in My Account, advise the customer to: 

  1. Select the My Profile icon in the Profile & Settings tab. 
  2. In the My Profile tab, scroll down to Netflix. 
  3. In the Netflix section, select the Forgot Netflix email ID? link. 

Note: The customer will be redirected to the Netflix website which will automatically log them in to their Netflix account.

  1. Follow the instructions on the Netflix website to update your email address.

Cancelling Netflix billed by Foxtel: 

  1. Select the My Profile icon in the Profile & Settings tab. 
  2. In the My Profile tab, scroll down to Netflix. 
  3. In the Netflix section, select the Cancel Netflix billing by Foxtel link.
  4. A message will pop-up asking if you want to cancel Netflix billed by Foxtel. Click Continue. 
  5. A confirmation message will display. Click  Ok. Netflix billed by Foxtel has now been cancelled. 
Note: Netflix will contact the customer via email to request they update their payment details if they want to continue with their Netflix service. If the customer does not want to continue, their Netflix service will automatically be disconnected at the end of their Netflix billing cycle and the customer will not have to do anything.

If the customer is billed through Netflix directly, all account related enquiries will need to go through Netflix.

9.3 Order Store and Main Event
Customers can order and cancel ordered Store and Main Event titles in My Account.
 
Ordering Store and Main Event titles in My Account
To order Store and Main Event titles in My Account, advise the customer to:

  1. Click View Details in the My Package tab on the My Account home page and scroll down to the Store & Main Event section.

  1. Click Store & Main Event.
  2. Select the desired Store or Main Event title.
  3. Select a session (if there's more than 1 available) and click Purchase. The order will be placed and a confirmation screen will appear listing the details of the purchase.
Note: The title is now ordered and will be in the customer's library on their STB. (Set Top Box). 

Cancelling Store and Main Event titles in My Account
To cancel ordered Store and Main Event titles in My Account, advise the customer to:

  1. Click View Details in the My Package tab on the My Account home page.

  1. Scroll down to the Store & Main Event section.
  2. Click Store & Main Event. Any ordered Store or Main event titles will be listed in the Box Office section. If there are no listings, then no Store or Main Event titles have been ordered. 
  3. Click Cancel This Purchase. 
  4. Click Confirm Cancel Purchase. The order will be cancelled and a confirmation screen will appear listing the details of the cancellation. 


9.4 Buy a remote control
To buy a remote control through My Account, advise the customer to:

  1. Click View Details in the My Package tab on the My Account home page.

  1. Under Set Top Boxes, scroll down to Purchase extras.
  2. Under Purchase extras, click Buy Remotes.

Note: The following remote controls are available for purchase: 

  • iQ4 (voice) remote (the only remote compatible with the iQ5).
  • iQ3 remote
  • iQ2 remote. 
  1. Select the preferred remote and click Buy Now. 
  2. Review the cost and click Confirm to proceed. The order will be placed and the confirmation screen will appear.

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