Contents
1. Description
Follow this procedure when you need to lodge a Halo ticket (formerly known as Service Hub ticket).
Who
All agents can submit a Halo ticket.
Note: Ensure that you gather as much as information about the issue as possible to get it resolved quickly.
2. Rules
There are no business rules for this procedure.
Top
3. Tasks
Follow the below table to determine the Business Service, Service offering and Tech Squad Incident Template to be included in the Halo ticket.
| Serial No. | Business Service | Service Offering | Issue Summary | Incident Template |
| 1 | Foxtel Online Apps | Subscription | Subscription related issues with Foxtel Online Apps, including any error codes, padlock icons on channels, registration problems, or known issues (e.g., DR-32810). | Click here |
| 2 | Foxtel Online Apps | Content | Content related issues with Foxtel Online Apps, including what the customer is attempting to do, what they are seeing/hearing, and when the issue started. | Click here |
| 3 | Foxtel Online Apps | Access | Access related issues with Foxtel Online Apps, such as receiving “Access Denied” or “Not available outside Australia” error messages, or suspected Geo IP block. | Click here |
| 4 | Foxtel TV | Content | Content related issues with Foxtel TV, including what the customer is seeing, any error codes/messages, and whether the issue is on a Foxtel App or Set Top Box (STB). | Click here |
| 5 | Foxtel TV | Device | Device-related issues with Foxtel TV, including what the customer is attempting to do, what they are seeing/hearing, and when the issue started. | Click here |
| 6 | Foxtel TV | Broadcast | Broadcast-related issues with Foxtel TV, including what the customer is attempting to do, what they are seeing/hearing, and when the issue started. | Click here |
| 7 | Foxtel TV | Applications | Application-related issues with Foxtel TV, including what the customer is attempting to do, what they are seeing/hearing, and when the issue started. | Click here |
| 8 | Foxtel TV | Subscription | Subscription-related issues with Foxtel TV, including what the customer is attempting to do, what they are seeing/hearing, and when the issue started. | Click here |
| 9 | Foxtel Broadband |
Remote Management System |
Remote Management System (RMS) issues, including the nature of the error (e.g., configuration error, device not in RMS, device linked to multiple accounts, RMS subscription not created). | Click here |
| 10 | Foxtel Broadband | Orders | Order-related issue, including where the order is stuck and what action is required from the support team. | Click here |
| 11 | Foxtel Broadband | Telstra InfraCo Hub |
Telstra InfraCo Hub issues, including a description or error message. Note: For mass Telstra InfraCo Hub issues affecting multiple users and suspected system outages, please log an IT Incident form and use the template with short description "Telstra InfraCo HUB Fault impacting multiple user(s)". |
Click here |
| 12 | Foxtel Broadband | FBI |
FBI-related issues, such as FBI detecting a Foxtel Hub as a non-Foxtel HNG (OUI not matched).
|
Click here |
| 13 | Foxtel Broadband | Device | Device-related issue or defect, specifically relating to ECO Manage/Assist and Commscope (Foxtel Hub) firmware. | Click here |
| 14 | Foxtel Home Phone |
Remote Management System |
Remote Management System (RMS) or VoIP-related issues, including any FBI error messages (e.g., VoIP auto-config failed, VoIP is missing on RMS subscriber) or fault replication requests. | Click here |