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1. General contact information
1.2 Regulatory bodies for TV complaints
1.3 External numbers
1.4 FoxChat
1.5 Offshore Support & Escalations
1.6 Non-voice agent support
1.7 Onshore Team Leader Escalations
| Enquiry | Contact details |
| Sales | 1300 130 799 |
| Customer support |
131 999 1800 645 841 (for customers unable to call the 131 999 number) |
| Customers calling from overseas | +612 8336 0020 |
| Foxtel for Business | 1300 765 866 |
| Foxtel postal address |
Foxtel PO Box 649 Collins Street West VIC 8007 |
| IVR Payment number | 1300 008 987 |
1.2 Regulatory bodies for TV complaints
Different state regulatory bodies deal with any complaint regarding billing, technical or installation issues affecting a standalone TV service. The customer should be directed to the regulatory body in accordance with their state.
| State/Territory | Australian Capital Territory |
| Refer to | Office of Regulatory Services |
| Website | www.ors.act.gov.au |
| Postal address |
GPO Box 158 Canberra City, ACT 2601 |
| Phone | 02 6207 3000 |
| Fax | N/A |
| State/Territory | New South Wales |
| Refer to | New South Wales Department of Fair Trading |
| Website | www.fairtrading.nsw.gov.au |
| Postal address |
PO Box 972 Parramatta, NSW 2601 |
| Phone | 02 9895 0111 |
| Fax | 02 9895 0222 |
| State/Territory | Northern Territory |
| Refer to | Northern Territory Consumer affairs |
| Website | www.consumeraffairs.nt.gov.au |
| Postal address |
PO Box 1745 Alice Springs, NT 0871 |
| Phone | 1800 019 319 |
| Fax | 08 8935 7738 |
| State/Territory | Queensland |
| Refer to | Queensland Office of Fair Trading |
| Website | www.qld.gov.au/law/fair-trading |
| Postal address |
GPO Box 3111 Brisbane, QLD 4001 |
| Phone | 13 74 68 |
| Fax | 07 3033 0240 |
| State/Territory | South Australia |
| Refer to | South Australia Consumer and Business Services |
| Website | www.cbs.sa.gov.au/wcm |
| Postal address |
GPO Box 1719 Adelaide, SA 5001 |
| Phone | 131 882 |
| Fax | N/A |
| State/Territory | Tasmania |
| Refer to | Consumer, Building and Occupational Services (CBOS) |
| Website | CBOS.info@justice.tas.gov.au |
| Postal address |
PO Box 272 Devonport, TAS 7310 |
| Phone | 1300 654 499 (Option 4/Consumer Affairs) |
| Fax | 03 6233 4882 |
| State/Territory | Victoria |
| Refer to | Consumer Affairs Victoria |
| Website | www.consumer.vic.gov.au |
| Postal address |
GPO Box 123 Melbourne, VIC 3001 |
| Phone | 1300 558 181 |
| Fax | N/A |
| State/Territory | Western Australia |
| Refer to | Department of Consumer Protection |
| Website | www.commerce.wa.gov.au |
| Postal address |
Locked Bag 14 Cloisters Square, WA 6850 |
| Phone | 1300 304 054 |
| Fax | N/A |
| Enquiry | Contact |
| Advertising Standard Bureau |
02 6173 1500 Mailing address: Level 2, 97 Northbourne Avenue Turner, ACT 2612 www.adstandards.com.au |
| Aida (sales and marketing) | 1300 665 711 |
| ARMA (collections agency) | 1300 363 394 |
| Australia Post | 13 13 18 |
| Australian Communications and Media Authority (ACMA) |
02 9334 7700 Mailing address: PO Box Q500 Queen Victoria Building, NSW 1230 www.acma.gov.au |
| Australian Direct Marketing Association (ADMA) |
Mailing address: ADMA - Do Not Contact Service Reply Paid 464 Kings Cross, NSW 1340 www.adma.com.au |
| Australian Subscription Television and Radio Association (ASTRA) | www.astra.org.au |
| Credit Corp |
02 8016 0797 (Foxtel customer transfer) 1300 657 393 (for customers wanting to speak with Credit Corp regarding their debt). |
| illion/Recoveries Corp Public Access Centre (credit checks) | 132 333 |
|
Fox Sports venues |
1300 301 415 |
| Fox Sports website or app Customer Support |
1300 696 397 www.foxsports.com.au/about-us/faq-contact-us www.foxsports.com.au/app/faq |
| Recoveries Corp Foxtel Debt Collection | 1300 365 553 |
| 3rd party apps | Refer to the relevant 3rd party app website support |
| Office of the Federal Privacy Commissioner (Office of the Australian Information Commissioner) |
1300 363 992 Mailing address: GPO Box 5218 Sydney NSW 2001 www.oaic.gov.au |
| Opticomm | 1300 137 800 |
| Parcelpoint customer support |
1300 025 639 Parcelpoint |
| Telecommunications Industry Ombudsman (TIO) |
1800 062 058 Mailing address: PO Box 276 Collins Street West VIC 8007 www.tio.com.au |
|
|
| Optus hazardous equipment damage | 1800 505 777 |
1.4 FoxChat
Customer facing?
What do they do?
FoxChat is a messaging service available to our customers via in-app messaging (through the MyFoxtel app), and via web messaging. Customers can start a FoxChat conversation any time via Support on the Foxtel, Foxtel Now or the MyFoxtel app. Customers can also contact us by Facebook messenger, and may also reply to SMS campaigns.
Business hours (Victorian local time)
| Enquiry type | Agent skill | Open hours |
|
Change (Broadband, Move Home, Cable migration) Sales - New customers Residential Services Foxtel Now - All enquiries |
Change agents | 8:00am-10:00pm, seven days |
| Technical Support (including broadband) | Technical agents | 8:00am-10:00pm, seven days |
|
TV Billing TV Collections Broadband Billing |
Billing agents | 8:00am-10:00pm, seven days |
1.5 Off-shore Support & Escalations
If you require support, or a customer wants to escalate their enquiry, you must warm transfer the call to a team leader.
Use FoxHow to search for processes and information to answer customer enquiries. If you can't find the information you need:
- Ask your Team Leader first.
- Contact a SME for help, or escalate a call to a Team Leader by using the Quick Connect: Support & Escalations. You will be directed to a DTMF menu where you can either escalate a call to a team leader or get support from a SME by selecting an option from the menu using the number pad.
1.6 Non-voice agent support
As a non-voice agent who requires additional support, you will not be able to use the ‘Quick Connect’ function as you will need to be on an active call. If you require support, you will be able to outbound call the below external numbers by changing your status to “OB Call” and dialling the number using the number pad. Important: This process is only to be used for Non-voice agents. For voice agents you will be able to transfer a call by using the Quick Connect function. (See Training - Amazon Connect Agent Desktop, for more information).
| External Number | Routes to |
|---|---|
| +61 2 8336 0452 | Advanced Billing |
| +61 2 8336 0449 | Advanced Technical Escalation |
| +61 2 8336 0454 | Broadband Admin Support |
| +61 2 8336 0455 | Broadband Preaction |
| +61 2 8336 0456 | Command Centre |
| +61 2 8336 0457 | Collections |
| +61 2 8336 0458 | Credit Checks |
| +61 2 8336 0213 | Hardship |
| +61 2 8336 0459 | MDU |
| +61 2 8336 0460 | Payment Processing |
| +61 2 8336 0462 | Reseller Command Centre Support |
| +61 2 8336 0463 | Sales Support |
| +61 2 8336 0088 | Trustee |
| +61 2 8336 0213 | Viva Support |
1.7 Onshore Team Leader escalations
Foxtel onshore agents who require team leader assistance can use a Unique Identifier number to reach your desired leader. To reach a team leader, open the quick connects and search for ‘Support and Escalations Australia’ and select it. Note: This will put the customer on Hold.
A message will then play asking you to enter the TL’s Unique Identifier number. Open the number pad and enter the Unique Identifier that is linked to the leader you desire to escalate to. Once the leader you are calling goes into available and picks up the call you can then join the customer to the call and leave the customer with the TL.
| Name | Unique identifier |
|---|---|
| Heath Durrant | 53400 |
| Amanda Mcleod | 52019 |
| Hany Kamel | 52117 |
| Matt Xavier | 52128 |
| Taryn Gale | 06498 |
| Terry Stokes | 52174 |
| Eleanor Phillips | 52092 |
| Dilshan Singh | 53174 |
| Ashleigh Turner | 06608 |
| Adrian Lickiss | 06671 |
| Yvonne Feeney | 06526 |
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2. Specialist support and specialty accounts
2.2 Broadband Pre-activations Specialists (BPS)
2.3 Foxtel for Business
2.4 Staff Accounts
2.5 VIP and Courtesy accounts
2.6 Third Party Retail partners
Customer facing?
This is an internal team only, do not transfer customers to this team.
What do they do?
The ViVA Support Team (VST) assist agents with any order that cannot be processed in CORE.
Incorrect Enquiries
VST do not support the following processes and calls to VST regarding the below may result in a compliance error:
- reconnect a service that has been disconnected too early - as part of a Service Move/ Disconnected Account
- same day appointments
- reconnect a suspended account
- resume a home phone service
- account is active with no current services.
Note: If you have completed a same day change in CORE and it is not reflecting on the account, click the refresh button on the screen.
What Can my Team Leader do in Kenan
Team Leaders have been training to do the following in Kenan:
- Package Changes when Core won’t allow you.
- TV/Multiroom Disconnections.
- Fixing Stuck order.
- Cancelling order in Kenan.
- Fixing Duplicate Package component issue & Sync errors.
- Adding/Removing offers and contracts.
- Updating DOB, Email and contact name/Number.
- Suspend/Resume.
- Basic Order Modification.
When would it be ok to raise a VST form:
Raise a form after speaking with support if you’re unable to do the following in Core:
- Core is showing a PVR Warning Message, preventing you from making changes.
- Address has been confirmed by Address MDU as Satellite eligible, but you’re unable to raise the Satellite migration order.
- Create/Modify Moving Home order.
- Create/Modify box upgrade order.
- Create/Modify Multiroom order.
- Change of Account number.
- Inventory/Box activation issues.
VST team also manages to add any missing suburb into ViVA. To raise a request, send an email to the VST team at CXG.VST@foxtel.com.au with the complete information.
Where to raise a form
Raise a VST form here: Change support template and expect this request to be completed within 2 business days.
Business hours (Victorian local time)
7 days: 8.00am - 10.00pm
| Enquiry | Quick Connect name |
|---|---|
|
VST Billing and Change handle the following enquiries:
|
Viva Support |
Outside of business hours
For Technical and Change, send a VST Change support template.
2.2 Broadband Pre-activations Specialists (BPS)
Customer facing?
(warm transfer required)
What do they do?
The Broadband Pre-activations Specialists (BPS) team assist broadband agents with issues relating to broadband and home phone orders or equipment prior to the service being activated.
BPS handle enquiries about the following:
-
Foxtel WiFi Modem dispatch - only call when:
- the order is still open in CORE
- there are no dispatch notes on the account
- the order was create more than 10 days ago.
- connection delay (enquiries about the broadband connection where the Telstra Commitment Date is older than 10 business days)
- reschedule a professional installation
- held or rejected orders
- order status check
- address mismatch
- third-party home phone extras.
Business hours (Victorian local time)
Weekdays: 9.00am - 7.00pm
Saturday: 9.00am - 7.00pm
Sunday: Closed
| Enquiry | Quick Connect name |
|---|---|
| BPS enquiries | Broadband Preactivation |
BPS e-form scenarios
In certain scenarios, you must only submit an e-form, regardless of the business hours. The following enquiries must be submitted via e-form:
- cancel order request - use this e-form to request to cancel an order that is due to complete after 48 hours
- add fax duet/multi-number - use this e-form to request to add fax duet/multi-number or to request modifications on an existing service
- modify submitted order request - use this e-form to request to change a submitted order, for example if important products like silent line or call control need to be added to an existing order
- second line request - use this e-form to request modifications on an existing service
- disconnect TV only on a bundle - use this e-form to request to disconnect TV only and keep broadband/home phone
- disconnect broadband/home phone - use this e-form when you are getting an error when lodging a request to keep TV services but to disconnect broadband and home phone services
- Proof of Occupancy Documentation (POD) - use this e-form when Foxtel has requested proof of occupancy documentation from the customer. Examples of POD include lease agreements or utility bills.
- nbn address investigation request
- broadband change of account holder.
Outside of business hours
Submit an e-form to the BPS team. For more information, see Procedure - submit an e-form request.
2.3 Foxtel for Business
Customer facing?
What do they do?
The Foxtel for Business team handle all enquiries, sales and service for Foxtel for Business accounts. Foxtel for Business can be provided to commercial premises, including pubs, gyms and hotels (among others).
Business hours (Victorian local time)
Weekdays: 9.00am - 6.00pm
Weekends: Closed
Technical support:
9.00am - 9.00pm (Mon-Sun) - Voice Tech Support Important: Technical support cannot assist with other enquiry types.
| Enquiry | Quick Connect name | Menu Option |
|---|---|---|
| General enquiries |
Foxtel for Business Menu |
|
| Sales | Foxtel for Business Menu | 5 |
| Retention | Foxtel for Business Menu | 4 |
| Customer service | Foxtel for Business Menu | 2 |
| Technical support |
Foxtel for Business Menu |
3 |
| Main Event bookings | Foxtel for Business Menu | 1 |
| Business iQ Technical | Foxtel for Business Menu | 6 |
Outside of business hours
Transfer the customer to 73754 and advise them to leave a voicemail message. The customer will be contacted by the relevant Foxtel for Business team on the next business day. Note: If the customer would prefer a contact number, you can provide them with:
- 1300 765 866 (new Foxtel for Business customers)
- 1300 306 460 (existing Foxtel for Business customers).
2.4 Staff Accounts
Customer facing?
Staff Accounts are an email-only team, however the Technical Support team can assist with any technical issues.
What do they do?
Staff accounts are provided to Foxtel direct employees and to employees of some partnered companies. The Staff Accounts team handle all staff account enquiries, including:
- billing
- move home
- change package
- new account creation.
For more information about staff accounts, see Overview - Foxtel account types.
Business hours (Victorian local time)
Weekdays: 9.00am - 5.00pm
Weekends: Closed
| Enquiry | Extension/email | Quick Connect name |
|---|---|---|
| Staff account enquiries | Email Staff.Accounts@foxtel.com.au | Not in desktop |
| Technical issues | Transfer to the Technical Support team | Basic Technical |
Outside of business hours
Email Staff.Accounts@foxtel.com.au.
2.5 VIP and Courtesy accounts
Customer facing?
What do they do?
VIP and Courtesy accounts are provided to Foxtel customers who have a close relationship to Foxtel. These customers are our brand advocates, therefore they are usually individuals who are active in the media or industry executives/community leaders with a public profile. The VIP Service and Technical Teams handle enquiries from customers with a VIP or Courtesy accounts.
For more information about VIP and Courtesy accounts, see Overview - Foxtel account types.
Business hours (Victorian local time)
| Enquiry | Quick Connect name |
|---|---|
|
All service enquiries Weekdays: 9.00am - 5.00pm Weekends: Closed |
VIP Service |
|
Technical support Monday - Sunday: 8.00am - 10.00pm - Live Chat Support |
VIP Technical Support |
Outside of business hours
Email the customer's full name, account number, best contact number and a description of their enquiry to Foxtel.VIP@foxtel.com.au. Advise them someone will call them back within 1 business day. Important: If the customer's enquiry is urgent assist the customer and seek advice from your Team Leader if required.
2.6 Third Party Retail partners
Customer facing?
This is an internal team only, do not transfer customers to this team.
What do they do?
The Third Party Retailer partners team assist agents who work at Third Party Retail partners with provisioning new sales orders.
Business hours (Victorian local time) from 15 April 2023:
Weekdays: 8.00am - 8.00pm
Weekends: Closed
| Enquiry |
|---|
| Any new sales orders from any of our Third Party Retailer partners (e.g. iSelect, Direct Connect, Connect Now and others) |
Outside of business hours
This team is only open during standard sales operating hours. If the Third Party Retail agent is calling outside of these hours, advise them to call back during business hours.
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3. Telstra
3.1 Foxtel from Telstra general enquiries
Customer facing?
What do they do?
Foxtel is also available through Telstra. Foxtel from Telstra general enquiries assist Foxtel from Telstra customers to make any changes to their service. Note: Foxtel Technical support enquiries for Foxtel from Telstra customers can be transferred to Technical Support.
Business hours (Victorian local time)
Weekdays: 8.00am - 7.00pm
Weekends: Closed
| Enquiry | Telstra Direct Menu | Enquiry |
|---|---|---|
| Billing | Press 1 |
Billing Conversion (from Foxtel to Telstra) Change (HP / BB / MULTI PRODUCT / BUNDLES) |
| Saves | Press 2 | Saves (Foxtel TV disconnections) Conversion (from Telstra to Foxtel) |
| Move Home | Press 3 | |
| Inbound | Press 4 | |
| Compassionate Care (Bereavement) | Press 5 | |
| Suspended accounts | Press 6 | |
| Change package | Press 7 | Change (FOXTEL TV ONLY) |
| Domestic Violence | Press 8 | |
| Online | Press 9 |
Outside of business hours
Advise the customer to call Telstra directly on 13 22 00 during business hours.
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