1. Move home
When a customer moves home, we can arrange for their Foxtel services (TV, broadband, home phone) to be moved from their old address to their new address. This involves switching the service off at the current address on a specific date, and connecting the service at the new address on a date that works for the customer. Important: For bundled services, the TV, broadband and home phone disconnection date must be the same date. The reconnection date can vary between services depending on lead times. Lead times are the amount of time between the order being raised and completed.
Billing while moving
During the time that the service is disconnected (while it is pending reconnection at the new address), the customer will not be charged for the service. Note: Billing will resume when each individual service is reconnected. For example, the customer may be charged for the reconnected TV service while still waiting for the broadband service to be installed.
Foxtel GO while moving
Customers will continue to have access to Foxtel GO while they are moving home (even when their service is switched off at the old address). For more information, see Overview - Foxtel GO.
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2. Move home - TV only
2.1 Connection types
The 2 main connection types for Foxtel TV are satellite, home internet and TDT (Transparent Digital Transmodulator). For more information on these connection types, see Overview - Foxtel TV connection and customer installations.
Note: Where possible customers should be offered an internet connected service via SIK.
Changing connection types
If a customer is moving to an address with a different connection type to their current address, they must be made aware that they will need new Foxtel equipment that is compatible with the new connection type. Foxtel will not charge the customer for the new equipment, however the customer will still be charged the standard connection fee (see Overview - TV pricing) and they must be advised that:
- any existing recordings will be lost
- for a satellite connection, a satellite dish will need to be installed by a local, qualified technician organised by the customer
- for a home internet connection, a compatible home internet service is required (3Mbps for Standard Definition content, 7Mbps for High Definition content and 25Mpbs for 4K Ultra HD content).
- FTA (Free-To-Air) availability may differ for different connection types (see the Post Code Lookup tool for more information). When connected via home internet, access to FTA channels is via an external FTA aerial connection.
Non-serviceable MDUs
Non-backboned MDUs (Multi-Dwelling Units) are buildings that do not have the Foxtel infrastructure connected to the individual apartments. Educate the customer on alternative options including IP (internet) connected services.
For more information about MDUs, see Overview - Foxtel TV connection and customer installations.
To arrange a TV only move home, see Procedure - move home (TV only customer).
2.2 Installation options
There are 3 types of installation available depending on the customer's circumstances. Note: The standard connection fee applies to all orders except plug and play orders. For more information, see Overview - TV pricing.
| Installation type | Information |
|---|---|
| SIK (Self-Install Kit) |
A SIK can be used when:
|
| Plug and play via satellite or IP (Already moved and plugged in) |
A 'plug and play' is also known in CORE as Already moved and plugged in. This option can be used if:
Once you select this option in CORE the customer's service address will be updated immediately. The disconnection will take effect at the previous address within 3 minutes. Once service disconnection has completed you can activate the TV service at the new address to complete the order. The customer's TV service should resume within a few minutes. |
| Plug and play via satellite |
A 'plug and play' via satellite can be used if:
Once you select this option in CORE the customer’s service will disconnect at the previous address on the selected disconnection date. |
| Plug and play via Home Internet |
A 'plug and play' via home internet can be used if:
Once you select this option in CORE, the customer’s service will disconnect at the previous address on the selected disconnection date. Once the customer has moved into their new address, they can connect their existing Foxtel STB via an Ethernet cable or Wi-Fi. After connecting, the customer can activate the box by texting 'Activate' to 0448 056 516 as per the instruction received via the Plug and Play Activation Education SMS. |
| Professional installation | Customers have the optipn to organise thier own local,qualified technician to complete a professional installation at their own cost. This should only be mentioned if the customer does not have home internet or cannot install a SIK themselves. |
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3. Move home - broadband and home phone
3.1 Moving broadband and home phone
Customers with Foxtel broadband and home phone can request to move their services to their new address, and customers who only have a Foxtel TV service are able to add Foxtel broadband and home phone when they move address.
To arrange a move home for a bundled customer, see Procedure - move home (bundled customer).
Broadband technology types
Foxtel offers broadband via several technology types. When a customer moves home, they may be moving to an address with a different technology type. As long as Foxtel provides broadband via the new technology type, the customer can move their Foxtel broadband service. For more information, see Changing broadband technology type.
For more information about these broadband technology types, see Overview - broadband and home phone connection.
Service qualification
A service qualification must be run at the customer's new address to determine the serviceability of the address, the technology type available and the type of home phone connection that is required.
For more information on service qualifications, see Overview - broadband and home phone connection.
Lead times
Lead times (the amount of time between the order being raised and completed) for broadband and home phone connections can vary.
For information on nbn lead times, see nbn connection diagrams and timeframes.
Professional installation
If a customer requires assistance connecting their broadband equipment (e.g. Foxtel WiFi Modem) a professional installation can be offered. For more information, see Overview - Professional Install and Escalated Service Calls. Note: Charges apply for a professional installation. For more information, see Overview - Broadband and home phone pricing.
3.2 Changing broadband technology type
When a customer is moving home, their new address may have a different broadband technology type than their old address. The broadband technology type is determined based on the customer's new address. If the customer needs to change broadband technology type as part of moving home, this may impact the speeds they can expect to receive. Note: Customers cannot change or choose their broadband technology type.
Moving from FTTP
The below table shows how the customer would be affected by moving from FTTP.
| FTTP to FTTP |
FTTP speeds can vary from premises to premises, so the customer's experience may change. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply.
The customer will also be required to change a Uni-V to VoIP home phone if they signed up to their original home phone before November 2020.
|
| FTTP to FTTN/B/C | The customer's broadband speeds are likely to be a bit slower when moving from FTTP to FTTN/B/C. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. The connection experience will be different as the customer will plug their Foxtel WiFi Modem into their phone socket, and their home phone into the phone 1 port on the back of the Foxtel WiFi Modem. |
| FTTP to HFC | Speeds can vary from premises to premises, so the customer's experience may change. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. The connection experience will be different as the customer will plug their Foxtel WiFi Modem into their nbn connection box, and their home phone into the phone 1 port on the back of their modem. |
| FTTP to Fixed Wireless | The customer's broadband speeds are likely to be slower when moving from FTTP to Fixed Wireless. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. The connection experience will be different as the customer will plug their Foxtel WiFi Modem into their nbn connection box, and their home phone into the phone 1 port on the back of their modem. |
Moving from FTTN/B/C
The below table shows how the customer would be affected by moving from FTTN/B/C.
| FTTN/B/C to FTTN/B/C | FTTN/B/C speeds can vary from premises to premises, so the customer's experience may change. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. |
| FTTN/B/C to FTTP | The customer's broadband speeds are likely to improve slightly when moving from FTTN/B/C to FTTP. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. The connection experience will be different as the customer will plug their Foxtel WiFi Modem and their home phone directly into their nbn connection box. |
| FTTN/B/C to HFC | The customer's broadband speeds are likely to improve slightly when moving from FTTN/B/C to HFC. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. |
| FTTN/B/C to Fixed Wireless | The customer's broadband speeds are likely to be a bit slower when moving from FTTN/B/C to Fixed Wireless. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. |
Moving from HFC
The below table shows how the customer would be affected by moving from HFC.
| HFC to HFC | HFC speeds can vary from premises to premises, so the customer's experience may change. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. |
| HFC to FTTN/B/C | The customer's broadband speeds are likely to be a little bit slower on FTTN/B/C than HFC. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. |
| HFC to FTTP | The customer's broadband speeds are likely to improve slightly when moving from HFC to FTTP speeds can vary from premises to premises, so the customer's experience may change. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. The connection experience will be different as the customer will plug their Foxtel WiFi Modem and their home phone directly into their nbn connection box. |
| HFC to Fixed Wireless | The customer's broadband speeds are likely to be a bit slower when moving from HFC to Fixed Wireless. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. |
Moving from Fixed Wireless
The below table shows how the customer would be affected by moving from Fixed Wireless.
| Fixed Wireless to Fixed Wireless | Fixed Wireless speeds can vary from premises to premises, so the customer's experience may change. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. |
| Fixed Wireless to FTTN/B/C | The customer's broadband speeds are likely to improve slightly when moving from Fixed Wireless to FTTN/B/C. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. |
| Fixed Wireless to FTTP | The customer's broadband speeds are likely to improve slightly when moving from Fixed Wireless to FTTP. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. The connection experience will be different as the customer will plug their Foxtel WiFi Modem and their home phone directly into their nbn connection box. |
| Fixed Wireless to HFC | The customer's broadband speeds are likely to improve slight when moving from Fixed Wireless to HFC. The connection time will vary depending on the service class (see nbn connection diagrams and timeframes) available at the customer's new address and an nbn new development fee may apply. |