Pay Per View (PPV) events are an additional service where customers can purchase content that is not included in their subscription. This can include new release movies and classic movies.
Foxtel Store
The Foxtel Store allows customers with an internet connected iQ STB to rent movies directly through the STB. The content will download to the customer's STB and the customer will be charged on their next bill. The rental period for movies is 48 hours from when viewing commences.
1.2 PPV access
A customer can order a PPV or Main Event via:
- their Foxtel remote control (with an internet-connected iQ3, iQ4 or iQ5)
- My Account
- MyFoxtel App
- FoxChat
- calling 131 999.
- their remote control, then only the STB that the customer ordered it through will receive the event
- phone or My Account, then all STBs on the customer's account will receive the event.
1.3 PPV access via STB
Agents can order PPV events for customers over the phone. Different STBs can access different PPV events, so ensure that the customer is aware of what is available on their current STB. If the customer does not have an internet capable STB, ask if they would like to upgrade their STB.
The following table shows what can be ordered on various set top boxes depending on their internet connection.
| STB | No internet connection | Internet connection via ethernet or powerline adapter | Internet connection via WiFi |
|---|---|---|---|
| iQ2 | N/A | N/A | N/A |
| iQ3/iQ4/iQ5 | Main Event |
|
|
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2. Main Events
2.2 Main Event access
2.3 Main Event booking fee
2.4 Main Event outages
2.5 Main Event 'Double header' events
2.1 About Main Events
Main Events are pay per view events that are arranged directly through the Main Event company. The Main Events are live sport and entertainment that a customer can purchase as an additional service.
High definition
If the customer has a HD-capable STB (iQ2, iQ3, iQ4 and iQ5) and is subscribed to the HD channels pack, then they will automatically receive a HD feed for Main Events. If the customer has a standard (non-HD) STB, or they are not subscribed to the HD channels pack on their HD-capable STB, then they will receive an SD version of the broadcast.
2.2 Main Event access
- the MyFoxtel app
- My Account
- the Foxtel remote control (with an internet-connected iQ STB)
- calling 131 999.
Important: If the customer orders the Main Event over the phone, they will be charged immediately, regardless of whether the Main Event is viewed or not.
| If... | Then... |
|---|---|
| the customer ordered the Main Event through their Foxtel remote control | the STB that the customer ordered through will receive the event. |
| the customer ordered the Main Event over the phone or through My Account | all STBs on the customer's account will receive the event. |
Purchasing a Main Event allows the customer to view the Main Event live, as well as any replays that are shown on the same day. This does not include access to any encore broadcasts on subsequent days. Important: Customers can view Main Event titles on their iQ box. They cannot view Main Event titles via Foxtel Go, Foxtel Now or via multiscreen.
Note: Customers with recordable STBs choose to record the Main Event to their STB. They will be able to watch the recording anytime, but once they press Select to view the recording, it will automatically be deleted 24 hours later. If the customer is recording the Main Event and also views it live (even if it is only briefly), then this counts as 'being viewed' and the recording will automatically delete 24 hours later.
2.3 Main Event booking fee
When a customer orders a Main Event over the phone with an agent, they are automatically charged a booking fee. The Main Event booking fee is being introduced to encourage customers to use self service options. For the latest pricing of the Main Event booking fee, see Overview - TV pricing.
The Main Event booking fee does not apply to FoxChat and self-service options, including:
- on the STB
- through the IVR
- through My Account
- through the MyFoxtel App.
The Main Event booking fee only applies to Foxtel Residential accounts. CORE will not apply the fee to any other account type. For more information on Foxtel account types, see Overview - Foxtel account types.
Waiving the Main Event booking fee
The Main Event booking fee can be waived when a customer needs to speak to an agent because:
- self service options are not working
- a multiroom customer ordered the main event but now needs it activated on a different box
- the customer was unable to order it on their box due to technical issues
- the customer is hearing about the fee for the first time and objects.
Important: If a customer is hearing about the fee for the first and objects, search the CI notes in CORE to see if the customer has had the fee waived before. If you are waiving the fee, leave a CI note in CORE stating you have waived it.
To waive the Main Event booking fee before the date of the Main Event:
- In CORE, on the Account Summary screen, click View Billing.
- View the unbilled charges in the Snapshot screen.
- Click Credit.
- Select the Main Event booking fee NRC.
- Enter the full amount of the Main Event booking fee in the Amount field.
- Click OK.
Cancelled Main Events
When a Main Event is cancelled by the Main Event company before the event has started, the following will apply:
- The customer will receive a refund if they have paid for the event in advance; or
- The customer will receive a credit, or have the fee removed from their account, if they have booked the event but have not yet paid.
If a customer calls to cancel their Main Event booking before the day of the event, the Main Event booking fee is automatically removed. If a customer calls to cancel their Main Event on the day, follow Procedure - apply a credit adjustment to credit the customer for the Main Event booking fee.
2.4 Main Event outages
The demand for high-profile Main Events can occasionally cause issues with CORE and the telephony systems. In the event that there is a CORE outage, you can use either the Main Event Tool or the CAS tool to order the Main Event for the customer. Important: These procedures will be available in FoxHow when a high-profile Main Event is scheduled and you will be advised which tool to use if there is an outage. Do not use either tool unless you have been advised to do so.
If the telephony system is down, customers will be directed to self-service options via an automated message on the IVR and Foxtel social media channels.
2.5 Main Event 'Double header' events
‘Double header’ events are where two Main Events are scheduled to air on the same day, date and time. When double header events occur, one of the events will broadcast on Main Event channel 1 (Channel 521) and the other event will broadcast on Main Event channel 2 (channel number 522).
When ordering Main Events for customers please note what channel the event will broadcast on and ensure you advise the customer. This will be displayed as follow:
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3. Order disputes
If a customer disputes a PPV or Main Event order, it is important to investigate how the PPV and Main event were ordered. If the customer does not watch the Main Event, it will automatically be deleted from the STB within 72 hours.
Check how the customer ordered their PPV or Main Event
In the CORE order or the CI notes, check the User section:
| If... | Then... |
|---|---|
| an agent's name is showing | the order was raised via the agent. |
| itauser is showing | the order was raised via the IVR. |
| myaccusr is showing | the order was raised via My Account. |
| FoxtelGuideUser is showing | the order was raised via the MyFoxtel app. |
Note: When the customer orders a PPV or Main Event using their remote control and STB, there will be no notes or orders in CORE.
Check the date and time of the order
In the CORE order or notes, check the date and time and remind the customer when they would have ordered the PPV or Event.
Check the account history
Check the order history or search 'PPV' or 'Main Event' in the notes to see if the customer has had the same scenario before.
Check for a PIN or parental controls
If the customer ordered the PPV or Main Event via a STB, ask if they have a PIN or any parental controls set up that will prevent someone else ordering a PPV or Main Event.
Set up a PIN for Store Purchases (Purchase Pin)
To set up restrictions on purchases on your iQ3, iQ4 or iQ5:
- Press Home on the Foxtel remote.
- Scroll left to the Settings icon.
- Scroll down and select Parental Control.
- Enter your Pin (if you've never set up a pin before, enter the default PIN: 1-2-3-4)
- Select Pin Control and choose your preferences in the fields:
Pin to Purchase - this will require you to enter your pin before purchasing from the Store.
Pin Protect Kept Programs - this will require you to enter your pin before deleting a pin marked as "Keep"
Pin for Foxtel IP Video - this will require you to enter your Pin before streaming or downloading a program.
- Press Back on the remote to save the changes.
- Go through the Change Pin option if using the default (1-2-3-4).
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4. Pricing
Pay Per Views (PPV)
The pricing of PPVs can vary depending on the event. For information on PPV pricing, see Overview - TV pricing.
Main Event pricing
The price of Main Events is set by the promoter of the event, and varies depending on the event. Foxtel does not set the pricing.
5. Main Event Troubleshooting
If a customer is experiencing an issue in relation to a Main Event they have purchased, please follow Zendesk flows to determine the correct troubleshooting steps. If you don’t have access to Zendesk, refer to the below to assist the customer as best as possible.
Check if the affected channel is 521 or 522. This is to confirm that the customer is on the correct channel where their Main Event is currently being broadcast.
Check what is displayed on the customers screen. This is to check for error messages or blank screen.
Check for an open Main Event/PPV Order or any open orders. This is to check if there are any additional open orders on one of their boxes that could stop the PPV reaching the box.
Check and confirm the address where their box is located. This is to confirm that the order is at the correct address. If it has been ordered at a different address and the order cannot be cancelled, make a note on both accounts and follow it up to remove any incorrect charges at the other address.
Check if the customer ordered the event by remote or on the day of the event. This method does not make the event visible in our system right away.
Rebook the Main Event in CORE and:
- For iQ2 and below, send a reinitialise and reauthorise hit. This is to recreate the order and ensure it is working as expected.
- For iQ3/iQ4/iQ5 – send a resync hit
If the Zendesk or the above trouble shooting does not work, try to send the Main Event CAS Hit with the Main Event Order Tool, allow 3-5 minutes for this to work.
If the Main Event Tool does not work, escalate via email to your Team Leader and include the following details:
- Account Number:
- Box Type:
- Smartcard/CDSN:
- Error Message:
- How did the customer order the Main Event:
- Troubleshooting completed: