2. Reduced service channel packs
1. Description
The reduced service package (RSP) is used when a customer has been in collections long enough to have their services reduced. For more information on the collections process, see Overview - collections and customer debt.
Customers can still use Foxtel GO while on RSP and access free to air (FTA) content on their set top box (STB) if their STB supports FTA.
Top
2. Reduced service channel packs
Customers entering RSP as part of collections are charged $32 for the package.
Note: The channels included in this pack are listed in the table below.
| Channel Name | Genre Name | HD Available (High Definition) | SD Available (Standard Definition) |
| ABC Entertains | Entertainment | ||
| Aurora* | Entertainment | ||
| Classics | Entertainment | ||
| Comedy | Entertainment | ||
| Daystar | Entertainment | ||
| TVSN2 | Entertainment | ||
| Fashion TV | Entertainment | ||
| FOX8 | Entertainment | ||
| Foxtel One | Entertainment | ||
| GOOD | Entertainment | ||
| Lifestyle | Entertainment | ||
| NITV | Entertainment | ||
| Real Life | Entertainment | ||
| SBS Food | Entertainment | ||
| SBS ViceLand | Entertainment | ||
| SonLife | Entertainment | ||
| TVSN Shopping | Entertainment | ||
| UKTV | Entertainment | ||
| Universal TV | Entertainment | ||
| Seinfeld | Entertainment | ||
| ABC TV | FTA | ||
| SBS | FTA | ||
| ABC Kids/ABC Family | Kids & Family | ||
| SBS World Movies | Movies | ||
| SBS Chill | Music & Radio | ||
| SBS Radio 1 | Music & Radio | ||
| SBS Radio 2 | Music & Radio | ||
| Special Events | Music & Radio | ||
| ABC News | News & Documentaries | ||
| CGTN | News & Documentaries | ||
| CGTN Doco | News & Documentaries | ||
| CNN | News & Documentaries | ||
| Discovery | News & Documentaries | ||
| DocPlay | News & Documentaries | ||
| SBS WorldWatch | News & Documentaries | ||
| Sky News | News & Documentaries | ||
| Sky News UK | News & Documentaries | ||
| SN Election | News & Documentaries | ||
| FoxSports News | Sport | ||
| Sky Racing 1 | Sport | ||
| Sky Racing 2 | Sport | ||
| Sky Thoroughbred | Sport |
*Disclaimer: Only customers on internet connected iQ4 or iQ5 boxes would be able to access Aurora. Note: For a complete list of channels on Foxtel TV and Foxtel Now, click here.
Netflix
Customers who subscribe to a Foxtel TV bundle with Netflix and who go onto RSP will have their Netflix account automatically unlinked from their Foxtel account.
Unlinked Netflix account
| If... | Then... |
|---|---|
| the customer had a previous payment method with Netflix |
Netflix will email the customer advising them that their Netflix service will continue to be billed by Netflix directly using that payment method. If the customer wants to cancel their Netflix, they'll need to do so on Netflix's website. |
| the customer did not have a previous payment method with Netflix | Netflix will email the customer asking them to set up a new payment method or their Netflix account will be cancelled. |
Once a customer has paid their overdue amount and their Foxtel TV bundle with Netflix resumes, they'll receive an SMS reminding them to link their Netflix account again. If you need to assist a customer with linking their account, see Procedure - assist a customer to link their Netflix account.
HBO Max on Foxtel
Customers who subscribe to HBO Max via Foxtel will lose their HBO Max Basic with Ads plan if they go onto RSP however, they could get themselves re-registered once the overdue amount is paid with the same credentials as before. For more information, see Procedure - HBO Max on Foxtel.
Charges
Any multiroom charge or instalment plans will continue to be charged while a customer is on RSP. Pricing can be viewed in Overview - TV pricing.
Restrictions
While on RSP, customers cannot:
- add any additional channel packs
- add a new Multiroom
- order a Main Event
- arrange a service move
- arrange a COAH. (Change Of Account Holder)
Automatic vs manual RSP
Customers can be placed on RSP automatically by CORE when they are overdue, or manually by the collections team when payment plans are broken. You can identify automatic RSP by checking the CI notes in CORE and looking at the Agent Name. Automatic RSP is always completed by rspuser.
Whenever you see any other name in the Agent Name field, you must check the interaction notes for an active payment plan before taking any action to resume the customer. Customers who are placed on RSP manually must also have their regular package resumed manually. View below to see how this looks in CORE.
Automatic vs manual RSP in CORE
Automatic
Manual
Top