OptiComm Network Upgrade

9 July 2019 Back to Newsroom

Summary of Article 

OptiComm have recently completed upgrade works in the Oran Park estate for Free To Air (FTA) TV and Foxtel services.

The upgrade was carried out in preparation for the new Foxtel IQ4 system and in response to concerns from customers regarding pixelation and drop outs on some FTA TV channels.

OptiComm have developed a solution to ensure the IQ4 set top box (STB) and its 4K high definition channels can be supported over OptiComm’s existing fibre networks, removing the need for a per-home Foxtel satellite dish.

OptiComm are currently performing trials of the required processes and these are expected to be complete within two weeks.

Residents wishing to connect to the new IQ4 STB can contact the OptiComm call centre on 1300 044 319 or by email ccid@opticomm.net.au

Further, OptiComm have advised that they have identified the cause of the pixelation that some customers have been experiencing. They have installed special 4G filters to reduce the interference and they will continue to monitor the effectiveness of the changes.

If residents continue to experience pixelation on the their FTA TV channels they are asked to report this directly to OptiComm on 1300 044 319 or ccid@opticomm.net.au.

Full Article - By OptiComm Regarding Foxtel IQ4 & Pixelation 

As part of OptiComm’s network upgrade programme, we have recently completed works in the Oran Park estate for Free To Air (FTA) TV and Foxtel services.

The main component of the work undertaken was preparation for the new Foxtel IQ4 system which will be available in the estate in the coming weeks; also, in response to complaints of “pixelation” on some FTA TV channels we carried out investigations and some network changes. The “pixelation” was identified as having started roughly the same time as the recent installation of new 4G mobile base-station equipment within the Oran Park Clock Tower. We have introduced special 4G filters to reduce this interference and we continue to monitor the effectiveness of the changes. 

Since the upgrades, OptiComm have a received only a small number of complaints directly to our email and phone lines, however we have learned of other people complaining on Facebook sites. The reports suggest the upgrade may be affecting the Free To Air TV and Foxtel services for some residences, in order have the matter resolved we are working closely with those who have reported the issues to us directly. 

The following advice is provided for residents experiencing issues: Report the problem to the appropriate service provider directly, in all cases it is important to include as much detail about the symptoms you are experiencing, type of problem, time it occurs, for TV is one channel or are all effected etc.

For any telephone or internet connection issues:

  • Please contact your Retail Service Provider (aka ISP) directly and report the problem to them.

  • If the RSP believe it is related to OptiComm’s network, they will contact us and report the problem.

For any Foxtel problems

  • Please contact Foxtel directly and report the problem to them.

  • If Foxtel believe it is related to OptiComm’s network, they will contact us and report the problem.

For any Free to Air TV problems, such as pixilation, drop outs of services, or loss of signal etc.

  • Please contact one of our customer service representatives who are available Mon-Fri between 8 am - 8 pm and Sat from 9 am - 1 pm. Our service team can be contacted by phoning 1300 044 319 or email to ccid@opticomm.net.au

  • Our team will be able to talk you through some troubleshooting which includes reporting a fault to our Network Operations Team for further investigations.

  • If it is deemed that a technician visit is required, a member of the team will be able to assist you through the process to ensure the fault in resolved in a timely manner.

Foxtel IQ4 upgrades - Background

Foxtel have recently introduced a new IQ4 set top box (STB). This can receive and output to a TV display a ultra-high definition 4K channel (Chanel 444); however, to make this work they have introduced completely different transmission systems and new equipment. The new system operates on a completely different higher frequency and signaling format compared to the previous generation Foxtel equipment currently installed in OptiComm’s headend.

OptiComm have developed a solution to ensure IQ4 STB and its 4K high definition channels can be supported over OptiComm’s existing fibre networks, removing the need for a per-home Foxtel satellite dish. 

Applying this solution to the existing OptiComm Fibre to the Premises (FTTP) equipment at Oran Park will enable new connections as well as existing residents to be able to view the ultra-high definition 4K channel.  The process requires additional main headend equipment as well as different in-home equipment to be installed.    

OptiComm is currently performing trials of the required processes, trials are expected to be complete within 2 weeks.

What needs to be done:

After the OptiComm headend Foxtel upgrade is approved by Foxtel the residents will be able to order the required in-home equipment upgrade from OptiComm, and the IQ4 STB from Foxtel. 

For a resident to be able to receive the new IQ4 STB at Oran Park, the following actions are required. 

For Existing Premises: 

OptiComm process 

  • Residents place an order with OptiComm call centre by phoning 1300 044 319 or email to ccid@opticomm.net.au and pay for the in-home equipment upgrade. We understand this is a similar process to Foxtel’s process to order a Foxtel IQ4 (with satellite dish) upgrade elsewhere.  

  • The price for the upgrade is $175 (Excl GST), this is to cover the cost of the appointment for our field technician to do the installation of additional in-home equipment (optical receiver) needed to support the changed Foxtel signaling methods.

Foxtel process

  • Resident arranges with Foxtel for IQ4 supply and install.

For New Premises: 

  • OptiComm install a Network Terminal Device (NTD) as is currently done, as well as the additional new Optical Receiver for the IQ4 signals. 

  • Resident arranges with Foxtel for IQ4 supply and installation.

  • There are no additional charges by OptiComm for the Foxtel IQ4 support, if ordered with first installation.