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1. About apps on Foxtel boxes
Customers with an internet-connected iQ5, iQ4 or iQ3 have access to some third-party apps on their STB. Customers cannot remove apps from their STB. Note: Commercial accounts do not have access to third-party apps on STBs.
Apps can be opened from the Apps row on the Home menu or by pressing the Apps button on standard remotes. Once a customer opens an app on their STB, they can use the app with their Foxtel remote.
- HBO Max
- Disney+ (for more information, see Overview - Disney+ through Foxtel)
- Prime Video
- Paramount+
- Brit Box
- Stan
- ABC iview
- ABC Kids
- SBS On Demand
- 7Plus
- 9Now
- DocPlay
- 10
- You Tube
- Apple TV+
- F1 TV
- beIN SPORTS CONNECT
Using apps
The ABC iview, SBS On Demand, 10, 9Now, YouTube, and 7Plus apps are free to use, though customers may need to sign in to the app to access its content.
Netflix, Prime Video, Disney+, Paramount+, Stan, DocPlay and Apple TV+ require a subscription, and customers will need to pay a monthly fee to access the app.
The F1 TV app will require an F1 TV Pro subscription, which is complimentary for customers with a subscription to the Foxtel Sports tier. Customers will also need a Foxtel ID and a Formula 1 account and the Foxtel ID and Formula 1 account must be linked. For more info click here.
If customers see a log in or create account option, they will need to sign up first via the app's website. If customers already have an account, they can use their existing credentials to sign in. For more information, refer to the Technical issues with apps section below.
Customers can set up app restrictions to restrict the app(s) from being opened unless the parental control PIN is entered.
To set up app restrictions, advise the customer to:
- Press the Home button on your Foxtel remote.
- Scroll left to the Settings icon.
- Scroll down and select Parental Control.
- Select App Restrictions.
- Choose which app you would like to restrict and press Select. The restricted app(s) will not have a key symbol in the top right-hand corner of the app icon in the Apps menu.
- Press Back on the remote to save the changes.
Note: These app restrictions prevent the app being accessed unless the parental control PIN is entered; this does not restrict any of the content in the app. Specific apps (e.g. Netflix) have their own parental control settings within the app.
Data usage
When programs are streamed through any app, customers will be using their broadband data. Data usage depends on what is being watched and how long it's being watched for. If customers need more information about their data consumption, they can visit the app's website or speak to their internet service provider. Note: All third-party apps are unmetered for Foxtel broadband customers.
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2. Technical issues with apps
- Go to Home and scroll left to Apps.
- Select the app they wish to log in to.
- Enter the username and password used to sign up to the app. If the customer is still having trouble logging in, transfer to the Technical Support team. Please ensure you check that the customer has previously signed up to the app, if not they will need to follow the sign up process.
Note:
- Ensure that the customer's remote is working, i.e. the light on the remote lights up when buttons are pressed.
- Some apps may require customers to sign up for a paid subscription. For more information, direct the customer to the relevant app’s website.
- For more information and assistance, see the below help sites:
For more information on what apps are available on Foxtel, see Apps on Foxtel boxes.
If a customer is having issues opening or accessing an app, or is seeing an error code, transfer the customer to Technical Support (for transfer information, see FoxPages directory - Foxtel departments).
- Internet: Confirm that the customer has a working internet connection.
- Devices: Confirm if the customer is using a compatible device. The device needs to connect to the internet and have access to the app.
- Software: Confirm if the device is updated on the latest software version.
- Application: Confirm if the customer has downloaded the latest app for the device they are currently using. They can also update to the latest app by deleting and reinstalling the app from the app store.
- Access/Login Details: Has the customer followed the correct log in process and their log in details are correct. This may include resetting a password, ensuring there are no typos, spelling errors, upper/lower case mismatch in email addresses, usernames or passwords.
Still unresolved: Follow Zendesk if none of the above fix the issue.
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