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The customer was having issues with their Foxtel box showing only the remote setup screen and no channels. After speaking with the virtual assistant Ava, they were connected to an agent named Nica. Nica had the customer press the blue button on the remote to exit setup mode, then resynchronized the box to reauthorize the package. However, the channels were still not working after the reboot. Nica requested a photo from the customer to see the error message on the box.

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Detlef
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28K views1 page

Transcript

The customer was having issues with their Foxtel box showing only the remote setup screen and no channels. After speaking with the virtual assistant Ava, they were connected to an agent named Nica. Nica had the customer press the blue button on the remote to exit setup mode, then resynchronized the box to reauthorize the package. However, the channels were still not working after the reboot. Nica requested a photo from the customer to see the error message on the box.

Uploaded by

Detlef
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as TXT, PDF, TXT or read online on Scribd
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Ava_B (21/05/2023, 15:39:16): Hi I'm Ava, Foxtel's automated virtual assistant.

Ava_B (21/05/2023, 15:39:18): I can see you were recently on step 3 of our support
article - F0100 - No satellite signal is being received
Ava_B (21/05/2023, 15:39:21): Do you need to chat with an agent about this?
Ava_B (21/05/2023, 15:39:24): Button Selections:
Yes
No, I have another issue
undefined (21/05/2023, 15:39:28): Yes
Ava_B (21/05/2023, 15:39:31): Let me transfer you to an agent who can help.
Nica_A (21/05/2023, 15:39:45): Hi, this is Nica. Is F0100 on all channels?
undefined (21/05/2023, 15:40:35): Screen is showing remote set up and I don't know
how to get back to home page
Nica_A (21/05/2023, 15:41:15): Press the blue button on the remote, then you should
see Exit setup
undefined (21/05/2023, 15:41:16): I have rebooted several times and it goes back to
remote set up screen
Nica_A (21/05/2023, 15:41:38): Can you press the blue button, see if it shows the
exit option?
undefined (21/05/2023, 15:41:59): Done
Nica_A (21/05/2023, 15:42:15): Are you back to the Home screen?
undefined (21/05/2023, 15:42:41): Yes thank you but got no channels at all
Nica_A (21/05/2023, 15:42:52): Does it show the F0100 error code?
undefined (21/05/2023, 15:43:23): No just on all channels no program
undefined (21/05/2023, 15:43:30): Available
Nica_A (21/05/2023, 15:43:47): I see. To check on this, may I have the mobile or
phone number linked to the account, your name, and your address including the
postcode?
undefined (21/05/2023, 15:44:01): 0422177296
undefined (21/05/2023, 15:44:21): 101 gowrie street Newtown 2042
undefined (21/05/2023, 15:44:25): Detlef Haupt
Nica_A (21/05/2023, 15:45:54): Thanks, Detlef. No issues with the account from what
I see. What I'll do first is to resynch the box, to reauthorize the package. Your
box will reboot as soon as I am done. Wait 3-5 minutes after the reboot, then check
if the channels are working.
Nica_A (21/05/2023, 15:46:14): By the way, you may receive a message saying the
account will be suspended. Please disregard that as it is part of the resynch
process.
undefined (21/05/2023, 15:53:06): Still nothing
Nica_A (21/05/2023, 15:53:31): But did it reboot? Can you send a photo of what you
see now, for reference?
undefined (21/05/2023, 15:53:55): It did reboot
Nica_A (21/05/2023, 15:54:37): Thanks. Are you able to send a photo, so I can see
the error as well?

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