Fetch confirms 30 November deadline and continues its review

On 6 November 2026 at 11:35 am Adelaide time, Fetch Customer Support replied again to ScanTract’s complaint about changes to retail-owned Gen 3 devices. Fetch acknowledged that our concerns include the original contracts, Australian Consumer Law, the different treatment of retail and ISP-connected boxes, reactivation and existing recordings.

Fetch confirmed that the current deadline communicated to affected retail Gen 3 customers is the end of November 2026. Its official Extended Service Levy page has also been updated to 30 November 2026. The page states that Fetch service access will be suspended from 1 December if an affected customer has not chosen an eligible option. The one-time $29.99 levy remains an opt-in payment and is not charged automatically.

Fetch specifically distinguished an initial service suspension from permanent deactivation. Its published FAQ states that customers can recover a suspended account, including Mighty Gen 3 recordings, by contacting Fetch and choosing an eligible option. It also states that continued inaction can result in permanent deactivation, at which point the device cannot be reactivated and Mighty recordings are unrecoverable. Fetch does not specify how long an account remains recoverable while suspended. Cancelling the account is separately described by Fetch as irreversible.

Fetch confirmed that it has escalated the original contractual terms, any amendments, Australian Consumer Law concerns, ISP arrangements, recordings and service-protection questions for further review. It has requested a written response from the relevant team and says our complaint will remain open. Fetch has not yet supplied the requested contract provisions or a detailed explanation of the different treatment of retail and ISP-connected devices.

Fetch could not confirm whether suspension will be deferred while our complaint is reviewed and did not identify the reviewing department. We therefore cannot tell other customers that filing a complaint automatically protects a device from suspension or deactivation.

ScanTract considers it reasonable to give Fetch an opportunity to complete the review it has acknowledged. Rather than repeat the outstanding questions immediately, we intend to check for a substantive response around 20 November 2026 and, if necessary, send one courteous follow-up. That is our own review date, not a deadline imposed on or agreed to by Fetch. We will reassess before the 30 November customer action deadline.

Affected retail customers should review Fetch’s current official notice, keep copies of their purchase records and communications, and ask Fetch directly about their own account status before taking irreversible action. Our ACCC consumer report has been acknowledged, but that is not an investigation or finding that a legal breach occurred. We will publish further verified developments, including any substantive reply from Fetch.

Editorial note — 8 November 2026: Fetch subsequently issued its final Level 2 position, and a request for assistance was submitted to South Australian Consumer and Business Services. The planned 20 November follow-up is no longer relevant; see the 8 November journal entry.