2. Residential accounts
3. Trustee accounts
4. VIP/Courtesy accounts
5. Staff accounts
6. Foxtel from Telstra
7. Business accounts
There are 7 different account types for Foxtel customers depending on the needs of the customer. These types are:
- residential
- trustee
- VIP/courtesy
- staff
- Foxtel from Telstra
- business
- boat/caravan accounts.
Each account type has different business rules and, in some cases, different packaging options. Note: Customers cannot choose their own account type. The account type is determined based on the customer's requirements and eligibility at sign up.
2. Residential accounts
Residential accounts make up the majority of Foxtel customers, and are provided to all customers who do not require any other account type.
See FoxPages directory - Foxtel departments to refer a Residential customer to the appropriate department for their enquiry.
Identifying a Residential account
A Residential account type is displayed in CORE on the Account Summary screen.
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3. Trustee accounts
Trustee accounts are provided to customers who use Public Trustees (a service provided by the Australian government to manage the financial affairs of people who are unable to do so themselves) to manage their financial affairs. Trustee accounts can be created during account sign up or existing Residential accounts can be changed to Trustee accounts if the customer's requirements change.
Identifying a Trustee account
Trustee accounts are not listed as an account type in CORE. To identify a Trustee account, look for the name of the Trustee or Trustee office as an Authorised Contact, as well as warnings on the account.
Handling Trustee account calls
Trustee accounts will have the name of the Trustee or Trustee office listed as an authorised contact. The Trustee, or members of the Trustee office, are able to make changes on the account and act as the account holder, including disconnection, change of account and sign up. Important: When speaking to the account holder you must not say or suggest that changes cannot be made because of the customer's ability. Always position changes that only the Trustee can make due to the account type.
| Enquiry type | How to handle |
|---|---|
|
Advise the customer that:
|
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All agents can assist the customer as normal. If you are unable to action the customer's request, use FoxPages directory - Foxtel departments to transfer them to the correct department. |
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4. VIP/Courtesy accounts
VIP accounts are provided to customers based on approval from Foxtel's Executive, Corporate Affairs and Publicity teams. These customers receive access to VIP benefits, such as priority customer service and site appointments facilitated by specially trained technicians.
Courtesy customer accounts receive the same treatment as VIP accounts but have no monthly charges. Courtesy customers are only billed for PPVs (Pay Per View) and Foxtel Store purchases.
Identifying a VIP/Courtesy account
A VIP/Courtesy account type is displayed in CORE on the Account Summary screen.
Handling VIP/Courtesy account calls
| Enquiry type | How to handle |
|---|---|
| Technical enquiry | Warm transfer to Quick Connect VIP Technical Support |
| All other enquiries | Warm transfer to Quick Connect VIP Service |
Note: See FoxPages directory - Foxtel departments for outside of business hours information.
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5. Staff accounts
Staff accounts are provided to Foxtel direct employees and to employees of some partnered companies.
Identifying a Staff account
A Staff account type is displayed in CORE on the Account Summary screen.
Staff accounts for Foxtel employees have no monthly cost and will only be billed for PPVs (Pay Per View). Foxtel Store purchases and Multirooms. Staff accounts provided to employees of partnered companies may have no monthly cost or a set discount. Staff account customers can access My Account but may not be able to change their package.
Handling Staff account calls
| Enquiry type | How to handle |
|---|---|
|
Refer the customer to contact Staff Accounts (see FoxPages directory - general information and specialist support) or speak to their Team Leader. |
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Assist the customer as normal. If you are unable to action the customer's request, use FoxPages directory - Foxtel departments to transfer them to the correct department. |
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6. Foxtel from Telstra
Foxtel from Telstra accounts are linked to a Telstra customer's Telstra account. These accounts are used to provide Telstra customers with Foxtel services, but all billing is handled in Telstra's systems. There are 2 types of Foxtel from Telstra customers: bundled and unbundled, and there are different departments to handle each type. Important: Since Foxtel does not bill Foxtel from Telstra customers, Foxtel agents (excluding Reseller Agents) cannot discuss offers or credits with Telstra customers. The Technical Support Team may apply credit adjustments due to service faults and outages or technical faults relating to PPVs (Pay Per Views) or Main Events.
Identifying Foxtel from Telstra customers
A Foxtel from Telstra account type is displayed in CORE on the Account Summary screen.
| Bundle | Unbundled |
Handling Foxtel from Telstra calls
For instructions on how to handle different FfT calls, see Overview - Foxtel from Telstra.
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7. Business accounts
Foxtel Business accounts are provided to businesses for use at commercial properties such as hospitals, accommodation and hospitality venues.
See the table below for a full list of commercial property types:
| Sector | Examples |
| Accommodation |
|
| Enterprise |
|
| Health |
|
| Venues |
|
| Mining/Workforce |
|
Business accounts have unique monthly fees that are determined based on individual quotes, and business customers are also provided individual quotes for PPVs (Pay Per View). Therefore, only Business agents may discuss costs with business customers.
Identifying Business accounts
A Business account type is displayed in CORE on the Account Summary screen.
Handling Business account calls
| Enquiry | How to handle |
|---|---|
| General enquiry | Transfer the customer to Business General Enquiries. |
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Business:
|
Transfer the customer to the relevant Business department in FoxPages directory - Foxtel departments. |
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8. Boat and caravan accounts
Boat and caravan accounts are residential or business accounts that are connected on a customer's boat or caravan. There are several key differences between residential and business accounts. Note: Change of Account Holders (COAH) are not available on boat accounts.
For information about different connection types and installation for boats and caravans, go to Overview - Foxtel TV connection and customer installations.
Residential boat and caravan accounts:
- are set up and managed by the customer
- can have iQ3/iQ4/iQ5 boxes, however they will be on Satellite Lite which means they will not get access to the full channels available on the satellite platform (see Satellite Lite and Satellite Extra Lite channel list for more information) they will also need to connect a FTA antenna to their box to access FTA channels and will be connected off a single lead-in (rather than the standard 2 in satellite addresses)
- must source their own technician for installation
- are only provided if the boat or caravan has a permanent, fixed address and doesn't move
- Disconnection request transfer to Retention
Business boat and caravan accounts:
- are set up and managed by an approved reseller
- can have standard or iQ2 STBs only
- are available on moving boats and caravans
- Disconnection request transfer to Business
Approved resellers
Business customers can receive their Foxtel service via a roaming satellite that is supported and managed by their reseller. These approved resellers are:
- TrackSAT 0403 864 947 9 Kurrabi Road, Allambie Heights, NSW, 2100
- Van Sat 0411 120 647 2 Maple Drive, Mackay, QLD, 4740.
Business boat and caravan service restrictions
Some services are restricted on business boat and caravan accounts.
- Outlets: Business boat and caravan customers can only have 1 primary outlet and a maximum of 3 Multirooms.
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Channels: The following channels are not available for business boat and caravan customers:
- Sky Racing 2
- Sky Thoroughbred Central
- Racing.com
- Ant1 Radio
- Antenna
- RAI Italia.
On Demand content
Foxtel Store and Anytime content is not available to business boat and caravan customers. Main Events can be purchased through the authorised resellers who will contact Foxtel on the customer's behalf.
Identifying boat and caravan accounts
Residential boat and caravan accounts do not have an account type in CORE, however they will typically have BOAT, Caravan or similar displayed in the Authorised Contact section. Business boat and caravan accounts will display Business - Regular on the Account Summary screen as well as the name of the reseller under the Authorised Contact section.
Handling boat and caravan account calls
| Enquiry | How to handle |
|---|---|
| Residential boat account |
Assist the customer as normal. |
| Residential caravan account |
Assist the customer as normal. If you are unable to action the customer's request, use FoxPages directory - general information and specialist support to transfer them to the correct department. |
| Business boat and caravan account |
Technical enquiry |