1.1 Foxtel Plus
Foxtel Plus is Foxtel's base TV pack, which means customers need to subscribe to this pack before they can subscribe to any other packs. Foxtel Plus combines both the Entertainment and Drama packs from the previous pricing and packaging.
Customers can add other TV packs at any time online or over the phone, as long as their account is not overdue.
Customers can organise to remove packs on their next bill cycle date, but packs cannot be removed part-way during a billing cycle. If a customer is on a contract, they must remain on at least the Foxtel Plus pack to avoid any early termination fees.
Any time a customer has any other TV pack with Foxtel Plus, we'll refer to their pack as a bundle. E.g. If a customer has Foxtel Plus and Sports HD, they have the Foxtel Plus with Sports HD bundle.
For pricing information, see Overview - TV pricing.
For a list of channels in each pack, see Compare channels on Foxtel TV and Foxtel apps.
1.2 Bundles
Whenever a customer has any other TV pack with Foxtel Plus, we'll refer to their service as a bundle. There are also some pre-made bundles that are selectable in CORE and visible to our customers online and in marketing materials, which are listed below.
Foxtel Plus with Netflix
The Foxtel Plus with Netflix bundle includes the Foxtel Plus pack, as well as the Netflix Standard (2S) plan. The standard (2S) plan includes access to HD content and the ability to watch on up to 2 devices at once.
Premium bundle
The Premium bundle includes Foxtel Plus, Sports HD, Movies HD and Kids. Customers can add other optional packs available, if they choose.
Premium bundle with Netflix
The Premium bundle with Netflix includes Foxtel Plus, Sports HD, Movies HD, Kids and the Netflix Standard (2S) plan.
Platinum Plus bundle
The Platinum Plus bundle includes Foxtel Plus, Sports HD, Movies HD, Favourites, Kids, Netflix Standard (2S) plan and Multiscreen (see Overview - Multirooms).
For pricing information, see Overview - TV pricing.
For a list of channels in each pack, see Compare channels on Foxtel TV and Foxtel apps.
1.3 RSP Entertainment
RSP (Reduced Service Pack) Entertainment is a reduced service option that 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.
RSP Entertainment contains the same channels as the regular Entertainment pack, however no additional channel packs can be added. Customers can still use Foxtel GO while on RSP Entertainment and view their FTA (Free To Air) channels based on their STB (Set Top Box) type. Customers who have bundled their Netflix with Foxtel, won't be able to access Netflix while on RSP Entertainment.
For more information, see Overview - Reduced Service Packs.
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2. Legacy packaging
When the new pricing and packaging structure was introduced in October 2019, existing pricing and packaging then became classified as 'legacy packaging'. Existing customers could choose to remain on the legacy pricing and packaging, however if they want to change their package they need to move over to the new pricing and packaging. New customers signing up after October 2019 do not have the option to choose legacy packaging.
Changing a legacy package to Entertainment Important: Customers must be made aware of these rules before removing a legacy package.
Legacy packages cannot be reconnected
Once a legacy package has been removed from an account, it cannot be added back on.
The customer will lose access to any added value items that are connected to the package, such as:
- free General Entertainment tiers
- reduced iQ function fees
- included movies.
All Essentials bonus content will end
Customers removing Essentials as their base package will lose access to the bonus content.
For more information on legacy packaging, see Legacy package channels (Essentials).
For more information on legacy pricing, see Overview - TV pricing.
2.2 Entertainment
Foxtel's legacy pricing and packaging was the Entertainment structure. The Entertainment pack could be combined with up to 7 other packs, containing over 80 unique channels.
The Entertainment pack was Foxtel's base TV pack, which meant customers had to subscribe to this pack before they could subscribe to any other packs. Customers could add other packs at any time online or over the phone, as long as their account wasn't overdue.
2.3 Platinum HD
The Platinum HD package included all Foxtel TV packs, but did not include access to specialty channels and Sky Racing + (see Overview - TV pricing). Platinum HD customers also had access to a special On Demand section called Bonus. Note: Bonus is only available on internet connected iQ5, iQ4 and iQ3 STBs.
Previously, the Platinum HD package was also offered as Platinum (without the HD channels) at a discounted rate. Existing customers may still be on this legacy package.
For pricing information, see Overview - TV pricing.
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3. Package changes
3.1 Upgrades
Customers can upgrade their package by adding additional packs to their account at any time. They can do this either online via My Account (see Overview - My Account) or over the phone with an agent.
Upgrades are processed immediately, and the customer can access the new channels within 10 minutes. As upgrades can take place at any time within the customer's billing cycle, the customer will have part-month charges (see Overview - general billing) for the new package on their next bill.
To upgrade a customer's package, see Procedure - change Foxtel TV packs. Note: When a customer adds a new pack to their account, they must keep the new pack for a minimum of 1 billing month before that pack can be removed.
3.2 Downgrades
If a customer wants to downgrade their package by removing a pack from their account, the customer needs to call us to arrange the downgrade. As customers are charged in advance for their service, the downgrade will be future dated to take place at the end of the customer's current billing cycle. Customers cannot remove a pack part-way through their billing cycle. Note: CORE will automatically future date a downgrade to the required date for the customer.
Contracted customers
If a customer is in contract, they can downgrade to the Foxtel Plus pack without generating early termination fees. However, if a customer disconnects their service while in contract, early termination fees (see Overview - TV pricing) will apply.
To downgrade a customer's package, see Procedure - change Foxtel TV packs.
3.3 Pack swaps of equal value
A pack swap of equal value is when a customer swaps one pack for another pack and both packs have the same monthly cost. Customers can do a pack swap of equal value online via My Account (see Overview - My Account) or over the phone with an agent.
As there is no change to the ongoing monthly cost with a pack swap of equal value, these can be processed immediately, and the customer will be able to access their new channels within 10 minutes.
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4. Account changes
4.1 Suspend an account
There are 2 types of suspensions that can occur for Foxtel TV customers:
- Non-Pay Suspension (NPS)
- voluntary suspension.
Non-Pay Suspension (NPS)
Non-Pay Suspension (NPS) occurs when a customer has had an overdue balance for a certain period of time and the account is automatically suspended until the overdue balance is cleared. This means that the customer's TV service is suspended and all TV programming is removed, and a reconnection fee will apply to resume the service.
For more information on NPS, see Overview - collections and customer debt.
Voluntary suspension
Customers have the option to voluntarily suspend their account for a minimum of 1 week, up to a maximum of 12 months. If a customer chooses to suspend their account, they will still be charged a reduced rate to keep the service active (see Overview - TV pricing for more information). In certain circumstances suspensions can be provided to customers at no monthly cost (see Overview - natural disasters and deceased estates).
During the suspension period, customers will be unable to use their service (including Foxtel GO). Note: If a customer suspends their service while they are in contract, the suspension has no effect on their contract term (i.e. the contract period will not be extended due to the suspension).
To suspend an account, see Procedure - Suspend a TV service.
4.2 Change of account holder (COAH)
A Foxtel TV customer can request a Change Of Account Holder (COAH), which means that their active Foxtel account can be transferred into another person's name.
The account holder needs to provide authority to transfer the service to another person, while the incoming account holder must accept Foxtel's terms and conditions.
The COAH will take place on the next billing cycle date after the change has been processed, and the new customer will take over the previous customer's tenure and active services. Note: Retention agents may be able to process COAH immediately in some cases. For more information, see Overview - Call outcomes and expectations.
Outstanding fees, unrecovered equipment fees and current offers are not transferred to the new account holder. Note: If a COAH is due to a deceased estate, the COAH must be processed immediately.
To perform a COAH, see Procedure - change account holder (TV only).
4.3 Move home
If a customer is moving home, they can request their Foxtel service to be moved to their new address. The customer may have different installation options when requesting a move.
Installation options
- Already moved and plugged in: If the customer has already moved address and connected their STBs (Set Top Boxes), and the service is active and working, you can choose Already moved and plugged in in CORE. There is no charge for this option and this is updated on the account immediately. This is also known as the Plug and Play option.
- Professional installation: Customers in Owner Install areas have the option to arrange a local, qualified technician at their own cost to install their Foxtel service at the new address. For more information, see Overview - TV pricing.
Note: If equipment needs to be swapped, the customer will not be charged for the new equipment.
Change options during a move
- Move as is: If the customer does not want to make any changes to their package the service can be moved as is, which means that all packages and STBs remain the same and are transferred as is to the new address.
- Change options: If the customer wants to change their package or add/remove STBs, they can request to do so at the same time as the service move. Standard package and STB charges will apply. For more information, see Overview - TV pricing.
To process a move home order for a customer, see Procedure - move home (TV only customer).
For more information, see Overview - move home.
4.4 Disconnection
There are 3 different types of disconnections that can occur to a Foxtel TV service:
| Disconnection type | Description |
|---|---|
| Voluntary | The customer requests to disconnect their Foxtel TV service. |
| Non-payment | Foxtel disconnects the customer's service due to no payment being received. See Overview - collections and customer debt. |
| Deceased | Foxtel is notified that the customer has passed away and disconnects the account. |
To determine which department will action the disconnection request, see Overview - Disconnect TV Account.
To disconnect a TV account, see Procedure - disconnect an account.
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5. Additional options
5.1 Multirooms
STB Multirooms
Customers can add 1 or more additional STBs (Set Top Boxes) to their account, which allows them to watch their Foxtel content in another room of their house (in addition to their original Foxtel outlet). Customers pay a small additional monthly cost see Overview - TV pricing for each STB Multiroom, rather than paying for an entire subscription again.
Customers can add an STB Multiroom to their subscription through My Account (see Overview - My Account) or by ordering it over the phone with an agent.
To add an STB Multiroom for a customer, see Procedure - add an STB Multiroom.
To remove an STB Multiroom for a customer, see Procedure - remove an STB Multiroom.
Multiscreen
Multiscreen allows customers to watch their Foxtel TV service on another TV through the Foxtel app or Foxtel GO, without the need to install an STB Multiroom. Note: Customers who already have an STB Multiroom will also receive access to Multiscreen.
To add Multiscreen for a customer, see Procedure - add Multiscreen.
To remove Multiscreen for a customer, see Procedure - remove Multiscreen.
For more information about Multirooms, see Overview - Multirooms.
For Multiroom pricing, see Overview - TV pricing.
5.2 Accessories and extras
There are 3 types of accessories and extras available through Foxtel:
- remote controls
- equipment and cables
- Foxtel magazine.
Remote controls
All iQ4 and iQ5 STBs come with Foxtel Voice Remotes. The remote control has a lifetime warranty, so if the remote control is faulty or not working, Foxtel will replace it at no charge. However, if the remote has been lost or purposely damaged, a charge will apply.
Note: Foxtel no longer supplies older remotes.
If the customer wants an additional remote control, they can purchase it online through My Account (see Overview - My Account), or over the phone with an agent.
For more information about remote controls, see Overview - remotes, cables & other equipment.
For remote control pricing, see Overview - TV pricing.
To order a replacement remote control, see Procedure - order a remote.
Equipment and cables
- TV connection cables: Foxtel has a variety of TV connection cables available that are used to interconnect equipment. For more information, see TV connection cables (see Overview - remotes, cables & other equipment).
Foxtel magazine
Foxtel magazine: The Foxtel magazine is a monthly magazine that includes program listings for most (but not all) Foxtel channels, in addition to interviews, sneak peeks and behind-the-scenes exclusives. Customers can manage their Foxtel magazine subscription through My Account (see Overview - My Account). For pricing information, see Overview - TV pricing.
5.3 Pay Per View (PPV) and Main Event
Pay Per View (PPV) events are an additional service that allows customers to purchase content that is not included in their subscription. This includes new release movies and classic movies.
Main Events are Pay Per View events such as live sport and entertainment that are arranged directly through a Main Event company. Customer can purchase Main Events at an additional cost (the cost varies by event).
For more information on PPVs and Main Event, see Overview - Pay Per View (PPV) and Main Events.
Ordering or cancelling a PPV or Main Event
Customers can order or cancel PPV or Main Event titles online through My Account (see Overview - My Account) or over the phone with an agent.
To order a PPV or Main Event for a customer, see Procedure - order a Pay Per View (PPV) or Main Event in CORE.
To cancel a PPV or Main Event for a customer, see Procedure - cancel a pending order.
5.4 Netflix
Netflix can be viewed through the apps section of an internet-connected iQ5, iQ4 or iQ3. Customers may also have the option to bundle their Netflix with Foxtel.
For more information, see Overview - Netflix through Foxtel.
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6. Foxtel from Telstra customers
For Foxtel from Telstra customers, only Foxtel from Telstra change agents can:
- adjust packages
- add or remove equipment
- update customer information.
For more information, see Overview - Foxtel from Telstra.
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