CrowdSupport®
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Level 2: Rookie

Foxtel on Demand Connection issues

I have a Foxtel IQ2 box connected to the internet by an ethernet cable. I am able to downlowd and watch shows via the Anytime (Catch-up) feature, so the internet function is working. I had been able to order movies through the Foxtel On-Demand function for years now, that was until yesterday when I was unable to do so. The message refers me to contact Foxtel and shows a F030 code. I contacted Foxtel who hung up on me, then when I called back they said that it was a Telstra issue as I had Foxtel through Telstra. Telstra then passed me on to the NBN people who advised that the internet connection was fine. They then transferred me back to Foxtel but the office was closed. I called Foxtel again today to try to resolve however the technician has no idea what the problem is. They said that I would have to use a Powerline Adapter and this would fix the problem and that they would send one out, however the internet connection is good so there should be no need for an adapter (the "technician" doesn't think so though). The problem is at Foxtel's end. They have obviously updated something in their online ordering store which has affected numerous customers and they can't explain what or why. Probably a very long month or 6 wait until they have a clue what has happened.

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5 REPLIES 5
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Level 23: Superhero

Re: Foxtel on Demand Connection issues

https://community.foxtel.com.au/t5/Movies/Ordering-an-On-Demand-Movie/m-p/104493
It appears that you aren't the only one experiencing this issue at the moment.

Are you connected by true Ethernet cable, or via a Foxtel Digipath connector?

If it's Digipath you might want to have a read of:
http://community.foxtel.com.au/t5/Announcements/Foxtel-Digipaths-are-retiring/m-p/100380#M3317

 

It definitely appears to be an issue on the Foxtel side of things. You might be better off creating a post/thread on their community (as linked above) about your issue if you can't get the people on 131999 to fix it and the above links don't help.

If you've found a solution then don't forget to mark that post accordingly.
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Please note: I am not a Telstra employee and any posts or opinions are entirely my own and don't reflect any official company position.
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Foxtel on Demand Connection issues

Mine won't connect today either... ethernet cable is fine, internet is fine, their support was not available today on the phone... I will try again tuesday if it is still not working but you aren't alone.
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Level 1: Cadet

Re: Foxtel on Demand Connection issues

My sister has just changed from Optus to Telstra and suddenly her On Demand movies won't work.  Telstra tells her it's Foxtell, Foxtell tells her it's Telstra's firewall.

Did you get your issue resolved, if so how?

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Telstra (Retired)
Telstra (Retired)

Re: Foxtel on Demand Connection issues

Hi ohmy

What happens when she tries to access On Demand movies?

So is there an error, does it just fail to load, load slowly etc?

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Foxtel on Demand Connection issues

@ohmy - The Telstra gateways work perfectly with foxtel on demand via the foxtel set top box, I have set up multiple tgateways with foxtel boxes out of the box and never had an issue with a firewall.

However, if it is an IQ2 device I have personally found these to have a weird issues with connections not reading even when working fine, if they haven't done already I would suggest turning off the set to box at the wall, unplug for about 2 min, then turn it back on, and see if that helps. If not then try the same again but take the smart card out while the box is unplugged and then once the machine is back on and you get the message saying the card cannot be found put it back in. This should restart the box fully and clear any cached information for example connectivity data from the previous optus set up.

If that doesn't help, as Steph has said come back and let us know what the exact issue is and also if possible the box type (iQ, iQ2/iQHD, or iQ3) and we can see if we can help more
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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