Foxtel on T-Box -- all Foxtel channels suddenly not working

Question

Hi  I would really appreciate some help. We have happily had, used and (I daresay) loved our T-Box for the past 5 years. And then I made the fatal mistake of subscribing to Foxtel on T-Box about 6 weeks ago, as I wanted to legally watch Game of Thrones. (Please don't laugh at me spending $65 per month to watch one TV show; I am trying to do the right thing!) Suffice to say, the love affair with our T-Box is over. Foxtel on T-Box worked fine for a couple of weeks. (My original setup was a T-Box 1, connected via a strong WiFI signal via HDMI to plasma TV). And then all of a sudden, about 4 weeks ago, I began losing all Foxtel channels. Instead of the channel coming up, I get a black screen with a message at the top of the screen that says "Loading internet channel, please wait". And sometimes, I also get a message at the bottom of the screen which says "Cannot start playback, please try again later (0612)".   A wierd thing is that through all of the problems with Foxtel on the T-Box described in this post, using the exact same account/subscription, Foxtel has continued to work percetly fine via the Foxtel Go app on my iPad and PC. Since out Foxtel channels started not working, I have called Telstra support about 5-6 times. As a result of these calls, I have purchased a T-Box 2 and it connected via ethernet instead of WiFi. (BTW, this didn't change anything and IMHO was a complete waste of $99.) The Telstra support person has apparently done all he/she can on their end. And I have also reloaded subscriptions, reset licences, reformatted the hard drive, reset the T-Box(s) on more occasions than I can count - about 10x. My ADSL2+ internet speed is not great, but it should be OK. It's usually about 5-7Mbps download and 0.5-1Mbps uplaod (as measured by http://vic.speedtest.bigpond.net.au). As I mentioned above, even when the Foxtel channels don't work on the T-Box, it works fine via the Foxtel Go app on my iPad and PC. Sometime doing these things get the channels to work again, by trying one thing after another, but usually it does not. On the rare occasion when the Foxtel channels do somehow come back, neither the Telstra support person nor I, know what happened to make them work. The issue has been escalated to a "Level 2 support person" who is investigating. But he/she has been investigating for the past 2 weeks, and hasn't been any help at all so far. I now keep getting fobbed off by the Telstra support person, with no commitment about when the "Level 2 support person" will do anything or when he/she will call me. Whilst the Telstra support people I talk to are perfectly polite - so far no-one can solve this problem. This is very, very, very frustrating! If you have had similar issues and fixed them, can you please let me know how? If you are a Telstra support person monitoring this forum, how can I progress fixing this problem? Cancelling my Foxtel on T-Box subscription is not what I want to do, but right at the moment I have no confidence that anyone from Telstra has any idea what is going on or how to fix it. Any support would be grately appreciated. Michael PS: And if I hear another Telstra support person ask "Can I help with anytthing else today?" -- when they haven't been any help whatsoever WRT the problem I called up about -- I am going to scream! 

Answer 1

I'm in the same boat, into Week 3 of losing all my Foxtel Channels, Lost anything that says Foxtel. Channel 958 doesnt have any reference to Foxtel.  Reset over 10times, Router & Tbox Reset & turned off for the Day.
No Foxtel Channels show up in the Guide. First I had the error messages, then everything was wiped when asked to reset with a Telstra Customer Support Person. Then got invalid channel numbers on all Foxtel, & lost all Info to anything Foxtel.
7 Customer Support persons & 14hours of Phone calls & complaints, no one has an answer how to get my Subscription Back. They can see that I have a Subscription but don't know how or why this has happened.
Have also got Foxtel on the job looking for answers as well as Telstra. 
I have been using Computers for 30years & can't believe no one knows how to fix it.
The Tech Crew at Telstra said that my line speed had slowed due to the fact I don't have Foxtel on anymore.
I asked my Wife to ask the Customer Support person to get the Tech to Email that Answer in writing to us so I can show the Communication Ombudsman people, but all they send are Emails about "I hope we have helped you with your query" & can you complete the online survey. 
What they need to do is a full diagnostics / firmware reload, but it seems no one knows how to do that.
Sorry I can't help!