| 17 February 2026 |
iQ5 box supply guidelines
Due to ongoing supply constraints with iQ5 boxes, it is critical that all agents strictly adhere to the following box distribution guidelines.
When to select an iQ4:
- All Upgrades: iQ4 boxes must be selected for all customer upgrades (exception: Retention agents may order an iQ5 only when processing an upgrade from an iQ3 box).
- Fault Replacements: For all fault replacements of iQ4 boxes and any older box models (e.g. iQ3, iQ2).
When to select an iQ5:
- Faulty iQ5 replacement: Only when replacing an existing faulty iQ5 box with another iQ5.
- New Sales: For new customer sales where an iQ5 is required.
Agent adherence to these guidelines is essential to effectively manage our current iQ5 stock and ensure availability for critical scenarios.
| 11 February 2026 |
iQ3 equipment returns
Effective Wednesday 11 February, CORE disconnection and change scripting for customers with iQ3 equipment has been revised to actively encourage the return of these devices. Customer return SMS messages have also been updated to reflect this message.
Where possible agents should encourage customers to return iQ3 equipment online via easyreturns.
Please note customers will not be charged an unrecovered equipment fee if they do not return iQ3 equipment.
| 10 February 2026 |
Foxtel Rewards Newsletter
Foxtel Rewards December newsletter is out now, click here to view what’s included.
Customers can sign up to Foxtel Rewards via the website.
| 9 February 2026 |
EXPO channel closure
On 10 March 2026, the EXPO Channel (ch.177) will close. It will be replaced by TVSN2, a 2-hour replay of the TVSN channel. TVSN2 brings you all your favourite TVSN shows, brands, and products, replayed on a two hour delay.
A web notice has been published on the Foxtel website home page under 'Customer updates'.
| 5 February 2026 |
Zendesk updates
Further updates have been deployed in Zendesk overnight, these include:
- All NBN tickets now flowing into Zendesk
- CIT notes now shows agent Kenan ID for reporting purposes
- The 'Task creation audit log' is in available in tasks
- Bug fixes in Marketing preference checks
- 'BPS tickets view' is now in place for the tickets created from e-forms.
| 4 February 2026 |
Shutdown of Free-to-Air (FTA) access for select Opticomm communities
From 1 February 2026, Opticomm has switched off all FTA channels delivered via their the FTTP network across specific legacy network communities. This change is to enable future-proofing of FTTP networks and deployment of next-generation broadband services. Impacted customers have been sent a letter directly from Opticomm regarding the change.
As a result some Foxtel customers residing in these select Opticomm communities and who receive their FTA channels via their Foxtel box may contact regarding the loss of channels.
Customers with an iQ4 or iQ5 box can continue to receive their FTA channels by switching their Foxtel service to be delivered via their home internet. Customers with an iQ2 or iQ3 should be offered a free iQ4 upgrade. Alternatively all customers may opt to have a TV antenna installed on their property by a local technician at their own cost.
Click here for Opticomm's FAQ's and locations impacted by the shutdown.
Updates to Zendesk
- Task modification history for case management has been enabled
- Search functionality is now available for CIT notes within the communication tab
- Identified issues related to the authentication status in tickets has been resolved with interim enhancements
| 3 February 2026 |
- Ticket Categorisation (Foxtel)