Fetch responds to Gen 3 complaint and advises of deadline extension

On 31 October 2026, Fetch Customer Support responded to ScanTract’s formal complaint about changes affecting some retail-purchased Gen 3 devices. This is an individual customer-service response, not a regulator decision or confirmation of a policy reversal.

Fetch stated in its reply that the current opt-in deadline for the one-time $29.99 Extended Service Levy has been extended to the end of November 2026. That means 30 November 2026 if the extension applies as stated. However, when we checked on 2 November, Fetch’s public Extended Service Levy page still displayed the original 31 October deadline. We are seeking clarification of whether the extension covers every affected retail customer and whether suspensions are also deferred. Customers should confirm the position for their own accounts directly with Fetch rather than rely solely on this report.

Fetch confirmed that the levy is an opt-in, non-recurring payment per household and will not be applied automatically. It explained that Gen 3 boxes rely on Fetch’s online services for account authentication, programme guide information, recording functions and content access, and are not standalone personal video recorders. Fetch says the levy supports eligible Gen 3 services until at least 30 June 2028, but does not guarantee indefinite support or continued access to third-party apps.

Fetch acknowledged concerns about consumer guarantees, original sales representations, contracts and the possible impact on recordings. It stated that these matters have been escalated for further review, but did not supply the requested original contractual terms or a detailed explanation of why ISP-supplied Gen 3 devices are treated differently.

Importantly, Fetch said it cannot confirm that deactivation will be suspended while the complaint is under review. A complaint or ACCC report does not itself provide a stay of suspension. The company has not yet supplied a final response to the central question of whether the newly required payment arrangements are authorised under the relevant original terms and consistent with Australian Consumer Law.

ScanTract will seek clarification of the revised deadline, the scope of any suspension deferral, the original contractual provisions and arrangements for recordings or other device functions. Affected consumers can use our complaint and ACCC reporting guides, retain their original purchase and email records, and request written confirmation of their own account status. No breach of law has been established by this correspondence.

Editorial note — 6 November 2026: This entry recorded the position as it stood on 2 November. Fetch has since updated its public FAQ to confirm 30 November 2026, with suspension from 1 December for affected accounts that take no eligible option. See our 6 November update for the latest confirmed position and the distinction between suspension and permanent deactivation.