1. Lost, stolen, missing or damaged equipment
1.2 Lost or stolen equipment
1.3 Missing equipment
1.4 Damaged equipment
1.5 House fires
1.1 Equipment classifications
Use the table below to determine whether the customer's equipment is classified as lost, stolen, missing or damaged. Note: See Overview - natural disasters, deceased estates and domestic violence for equipment that is lost, stolen, missing or damaged due to natural disasters or domestic violence situations.
| If... | Then... |
|---|---|
|
the customer:
|
the equipment is lost. |
|
the customer advises that:
|
the equipment is stolen. |
|
the customer advises that the equipment was returned to:
|
the equipment is missing. |
|
the customer says that the equipment:
|
the equipment is damaged. |
1.2 Lost or stolen equipment
Foxtel policy
Since lost or stolen equipment cannot be returned, the customer will be charged an unrecovered equipment fee (see Overview - TV pricing) for each STB (Set Top Box) that cannot be returned. Normal monthly charges will also continue, unless the customer requests to suspend (see Procedure - suspend a TV service) or disconnect (see Procedure - disconnect an account) their account. Important: Foxtel only recovers iQ4 and iQ5 STBs. However, customers are encouraged to return their iQ3 boxes. Customers will only be charged unrecovered equipment fees for iQ4s and iQ5s that are not returned.
When a customer claims that their equipment has been lost or stolen:
- believe what the customer is saying
- show empathy on the call
- be clear about Foxtel's policy.
Customer options
The customer has several options in the case of lost or stolen equipment:
-
insurance claim:
- the customer can lodge a claim with their personal insurance company for the cost of the Foxtel equipment
- if the claim is accepted, the claim will be paid directly to the customer from their insurer
- Foxtel will invoice the customer for the cost of any STBs affected
-
report stolen equipment to the police:
- if the customer has had property (including their Foxtel equipment) stolen, they should report this to the police
- reporting the theft to the police will aid the customer in making an insurance claim
- account suspension - the customer can suspend their Foxtel account for up to 12 months (this will delay Foxtel's equipment recovery process)
- a replacement STB can be ordered, however the customer will still be charged for the unrecoverable equipment that has been lost or stolen.
Foxtel from Telstra policy
| If... | Then... |
|---|---|
| the customer is calling to order new equipment | transfer to Telstra change (see FoxPages directory - general information and specialist support). |
|
the customer is calling to reorder new equipment and suspend their account or the customer is calling to suspend their account until the issue is resolved |
transfer to Foxtel from Telstra (see FoxPages directory - general information and specialist support). |
1.3 Missing equipment
Equipment is considered missing when the customer claims that the equipment has been returned to Foxtel, but the equipment is still showing on the account in CORE. You must ask the customer how the equipment was returned.
| If... | Then... |
|---|---|
| the customer advises that they returned the equipment via the Australia Post or ParcelPoint |
|
1.4 Damaged equipment
Damaged equipment can be classified into 2 categories:
- technical damage
- non-technical damage.
Technical damage
Technical damage is considered any damage that occurs to the STB (Set Top Box) that is due to its internal configuration or wiring. Technical damage is the responsibility of Foxtel to resolve without charging the customer. Examples of technical damage include:
- internal electrical fire within the STB
- STB shorted out by itself (customer's wiring is not at fault).
In the instance of technical damage to the STB, order a SIK or transfer to Technical Support (see FoxPages directory - Foxtel departments). Note: If the satellite dish or STB has been affected by lightning, see Overview - natural disasters and deceased estates.
Non-technical damage
Non-technical damage is any damage that occurs due to the customer's environment or the customer's treatment of the equipment. Non-technical damage is the responsibility of the customer and equipment fees will apply. Examples of non-technical damage include:
- liquid damage (e.g. water damage to the STB)
- physical damage to the equipment (e.g. the equipment is dropped, or other household equipment falls on it)
- equipment not being stored in the required manner (e.g. the STB is required to be in a cool, dry spot and have 10cm of space on all sides and the top of the STB)
- the STB shorted out due to wiring in the customer's home
- excessive dust clogging the STB vents.
If non-technical damage has caused the damage to the equipment, the customer will be charged unrecovered equipment fees (see Overview - TV pricing) for the affected STB(s).
1.5 House fires
In the case of a house fire, natural disaster guidelines will apply. If equipment is damaged due to the house fire, Foxtel will not charge the customer for the equipment.
For more information, see Overview - natural disasters, deceased estates and domestic violence.
Removing equipment from the account
If the STB (Set Top Box) was destroyed in the house fire, use the Inventory SharePoint to submit a New Natural Disaster Equipment Removal Request. The equipment must be disconnected (see Procedure - disconnect a service) before the Inventory team can remove the equipment from the account. Important: Make sure you include the serial number of STB to be removed from account.
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2. Unrecovered equipment fees
An unrecovered equipment fee applies to lost, stolen, missing or damaged equipment. Important: Foxtel only recovers iQ4 and iQ5 STBs.
Set top box recovery information
Foxtel only recovers:
- iQ4
- iQ5
Customers do not need to return:
- Standard NDS
- Standard IRDETO
- iQ
- iQ1.5
- iQ2
- iQ3 (Customers are encouraged to return iQ3 STBs)
- MyStar
- MyStar2.
Advise customers that they do not need to return these boxes and may keep them or dispose of them. No unrecovered equipment fee will apply.
FAQs
What if the customer has a mix of STB types?
The customer will only need to return iQ5 and iQ4 boxes. iQ3 returns are encouraged; however, customers will not be charged unrecovered equipment fees if they do not return their iQ3. Any other boxes can be disposed of thoughtfully.
What if a customer wants to reconnect a non-recovered STB?
Customers can reconnect a non-recovered iQ3, iQ4 or iQ5 and have their unrecovered equipment fees reversed.
Unrecovered equipment fees are waived when:
- the equipment arrives at the warehouse
- the customer proves the equipment was returned
- the equipment was damaged in a house fire or natural disaster (see Overview - natural disasters, deceased estates and domestic violence)
- the equipment was damaged or stolen due to a domestic violence (Overview - natural disasters, deceased estates and domestic violence) situation.
For more information, see Overview - equipment return.
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