3. Casting
4. Watching Foxtel Now through a VPN
5. Chat support
6. Foxtel Play
7. FAQs
1.1 About Foxtel Now
Foxtel Now is a subscription VOD (Video On Demand) streaming service. It's recommended for customers who:
- move often or travel within Australia
- prefer a self-managed IP delivered product.
Foxtel Now can be promoted to customers when they:
- cannot have Foxtel TV installed
- don't want to sign up for a Foxtel TV account.
1.2 Features summary
Foxtel Now includes the following features:
- stream on demand and live TV in HD (High Definition is available over WiFi only.)
- access anywhere in Australia with an internet connection
- pause and rewind (Up to 30 minutes.)
- Closed Captions (where available)
- parental controls
- WatchList (Add your favourite shows and movies to your own personal watchlist for easy access later on.)
- Continue Watching (Allows customers to start watching from where they stopped watching a TV show or Movie, even on another device.)
- notifications (Customers can turn on notifications to receive updates on the latest shows, movies and sports available on Foxtel Now.)
- intelligent suggestions (A list of content recommended based on similar shows a customer has watched.)
- trending content (A list of shows with popular viewership that is regularly updated.)
- Kids section (The Kids section puts all of the children-appropriate content in one easy to find location.)
- Auto Play Next Episode
- 'Are you still there?' message (After 3 hours of live TV watching, Foxtel Now will ask if you're still there and prompt you to select 'Yes' to continue watching. This feature prevents customers who have accidentally left their Foxtel Now playing from using excessive amounts of data.)
- stream on up to 2 devices at the same time
- casting via Google Chromecast and Airplay on Apple TV
- access to Foxtel GO.
1.3 Foxtel Now channels
Foxtel Now customers can choose from 3 packages. Starter, Sports + Movies (includes starter) or Ultimate (includes starter, sports + movies). Note: The Docos and Kids channel packs are only available if the customer takes up all channel packs (Ultimate).
1.4 Foxtel Now support
Foxtel Now customers can manage their subscription and billing online through My Account. During sign up, Foxtel Now customers set up a username and password which can be used to access My Account and Foxtel Now.
Foxtel Now customers should be directed to the Foxtel Now website to manage their subscription and for billing and technical support. In cases where customers need further support for technical and billing enquiries, they can chat with a FoxChat agent via web messaging online (for FoxChat information, see FoxPages directory - general information and specialist support). Otherwise, see the billing and disconnection sections for support specifics. Note: Technical agents can assist Foxtel Now customers using Zendesk.
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2. Compatible devices
2.1 Compatible devices
Foxtel Now is available on these devices:
| Device type | Specific models |
|---|---|
| Foxtel Now Box |
|
| Sony PlayStation |
|
| PC and Mac |
|
| Mobile and tablet |
|
| Android TV on Sony Smart TVs |
|
| Samsung Smart TV |
|
| LG Smart TV |
|
| Hisense Smart TV |
|
2.2 Foxtel app compatible devices
| Device | Year | Platform |
|---|---|---|
| Samsung Smart TV | 2017 or higher | Tizen 3.0 or above |
| LG Smart TV | 2017 - 2022 | webOS 3.5 or above |
| Sony Android TV | All Sony TV models | Android 8 - Android 12 |
| Foxtel Now Box | All | 1.6.7 or above |
| PlayStation 4 | All | All |
| Hisense Smart TV | 2019-2020 |
2019 models (Series R8, R7, R6, R5) 2020 models (Series Q8, SX, S8. S5) |
Some customers are able to access their Foxtel Now account through the Foxtel Play app on certain devices such as Smart TVs. For a full list of these devices, see Foxtel Play compatible devices. Note: Foxtel Now is compatible with AirPlay and Chromecast on iOS and Android phones and tablets, where these services are available the icon will appear on the Foxtel Now app.
2.3 Access to Foxtel GO
Foxtel Now customers will need to login to Foxtel GO (See: Overview - Foxtel GO) using their Foxtel Now username and password to access their content on mobile and tablet devices.
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3. Casting
3.1 About casting
Casting refers to a group of devices that enable a customer to choose and stream content from a device like a mobile phone or tablet and then display the video from that device on a larger screen like a TV.
3.2 Casting devices
A casting device is the device that receives the video stream from the source device (the source device is usually a mobile phone or tablet). The most common casting devices are Google Chromecast and Apple TV, however many other companies produce their own casting devices. Customers are also able to cast (with applicable devices) if they have a multiroom or multiscreen included in their subscription.
The Foxtel Now Box (Refer to Overview - Foxtel Now Box) has a Google Chromecast device built in. Many TVs and other devices like Blu-ray players and PDRs (Personal Digital Recorders) also have a Google Chromecast built in, so customers will need to check with their manufacturers to see if their device supports casting (for more information, see Overview - Foxtel Now Box).
3.3 Casting Foxtel
Foxtel allows customers to cast their Foxtel TV service through Foxtel GO. Customers can cast live TV and On Demand content as long as they have a STB Multiroom or Multiscreen as part of their subscription (for more information, see Overview - Multirooms). Foxtel Now customers can also cast live TV and On Demand content from the Foxtel Now app.
Customers can stream on 2 devices at the same time, this applies even when casting via Chromecast or AirPlay. Note: Foxtel currently supports casting on Google Chromecast and Apple TV devices.
3.4 How to start casting
To start casting, customers need to:
- either be a Foxtel Now customer or have Multiscreen as part of their Foxtel TV subscription
- have all devices connected to the same WiFi network
- have either the Foxtel GO or Foxtel Now app installed on a mobile phone or tablet
- have a compatible TV/media player with Chromecast built in, Apple AirPlay or a Google Chromecast connected to their TV.
When customers are able to cast, the casting or Apple TV logo will appear on the Foxtel GO or Foxtel Now app. If a customer taps the logo, a list of eligible devices to cast to will display. Once an eligible device is selected, the video stream will be sent to the casting device to display and the Foxtel GO or Foxtel Now app will behave as a remote.
3.5 Google Nest and voice commands
Voice commands are available for customers accessing Foxtel Now and Foxtel GO via a Google Nest device. Google Nest devices allow customers to cast their Foxtel GO/Now service to their TV and control it using voice commands.
To do this, residential customers will need to be subscribed to a Multiroom and have a Google Nest device and a TV with built-in Chromecast or a Chromecast device such as the Foxtel Now Box. Customers also need to link their Foxtel account to their Google Nest device in order to speak to their device and cast Foxtel content to their TV.
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4. Watching Foxtel Now through a VPN
Foxtel Now cannot be viewed through a VPN (Virtual Private Network). If a customer is using a VPN on their device, it will need to be disabled for them to be able to view Foxtel Now.
This is due to the rights and licensing agreements we have in place. The content on Foxtel Now can only be accessed within Australia, however if the customer is using a VPN, we can't verify that they are in Australia.
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5. Chat support
Foxtel Now customers are supported by our dedicated chat support team. If you are speaking with a customer who needs general help with their Foxtel Now service, you should:
- encourage them to self-service through My Account
- redirect them to the Foxtel Now website to chat to the dedicated chat team.
What should I say to a customer if they call?
“Why can’t you help me?”
Foxtel Now is an online product. You can find everything you need on the support pages or by logging into your My Account. If you need support, you can also chat with our team of Foxtel Now experts using the Live Chat option.
“Someone helped me last week, why can’t you help me today?”
We now have a dedicated Foxtel Now chat team who can assist you with anything related to your Foxtel Now account. You can chat to them by logging into your My Account and clicking on the Live Chat option.
“How do I fix my issue?”
Most enquires can be resolved through My Account or via the support pages. But if you need to chat with someone our team of Foxtel Now experts can assist, just click on the Live Chat option online.
5.2 Billing
Foxtel Now agents can answer questions about Foxtel Now bills and help customers update their billing information online. Before changing billing information in CORE, agents must let customers know that they can change their billing information online. If a customer has internet access, agents can guide them through how to change Foxtel Now billing information in My Account through Live Chat (for more information, see Overview - My Account). Important: Foxtel Now accounts must have a credit card or debit card direct debit as their payment method. BSB and Account numbers cannot be used for direct debit and cannot change to statement.
Payments
All payments made on Foxtel Now accounts must be be completed on the Foxtel Now website. Payments cannot be taken by Live Chat agents.
Credit requests
Agents cannot offer credits to customers who do not cancel or change their pack selection before the end of their 10 day trial.
You will need to ensure that when discussing any credits or refunds associated to a Foxtel Now account that the correct quick texts have been sent to the customer (refer to the section above for more information about this). This will ensure we are meeting the required consumer guarantee as a part of your resolution.
During sign up customers are warned that they will be charged if they do not disconnect before the end of the 10 day trial period; they are also sent an email with this information confirming the trial end date and the date they'll be billed from, as well as a reminder email 3 days before the end of the trial period.
Below is an example of what the customer will see in the email after signing up with the 10 day trial:
Applying credits for internet connected (IP) customers
If a customer whose Foxtel residential service is connected entirely by internet contacts us requesting a loss of service credit, there are specific checks you need to conduct to ensure any adjustment are correctly placed.
The loss of service scenarios:
- If the customer has a one-off broadband outage impacting a main event or movie they have purchased, you can offer a credit adjustment as a gesture of goodwill
- A non-Foxtel broadband customer who is entirely internet connected is unable to watch/stream Foxtel due to a planned or unplanned broadband outage needs to be referred back to their broadband provider for compensation
- A Foxtel broadband customer is experiencing an outage and unable to connect to the internet and view their Foxtel is managed as normal with existing credit principles with loss of service process.
Note: Remember to use available quick texts when discussing credit adjustments to ensure we cover of relevant terms and conditions.
Free trial eligibility
All new Foxtel Now customers are eligible for a free trial. Each customer is only eligible for one free trial, so if they cancel during the free trial and decide to get Foxtel Now again in the future, they’ll be charged the monthly subscription fee for their chosen packs upfront when they reactivate.
If the system has identified that the customer has already had a free trial, they will see the below message. If they continue with sign up, the customer will be billed for their first month immediately.
Collections events
As Foxtel Now is a prepaid subscription, a customers service will be suspended 2 days after a failed payment to prevent their account becoming overdue. However, a customer can resume their account instantly by logging into their account and making payment. Note: If a customer doesn't make payment within 18 days of their failed payment, their account will be automatically disconnected.
| Event No. | Description | Days after statement due date | Days from previous event |
|---|---|---|---|
| 1 | Suspension notification | 1 | - |
| 2 | Non-payment suspension | 2 | 1 |
| 3 | First reminder | 5 | 3 |
| 4 | Second reminder | 10 | 5 |
| 5 | Account disconnected | 18 | 8 |
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5.3 Disconnection
Foxtel Now is used as a save tool by Retention agents. If an agent is speaking with a customer about disconnection (except personal circumstances), they must offer Foxtel Now as part of the disconnection scripts, mentioning the benefits and the 10-day trial for Foxtel Now.
Disconnection requests
Retention cannot action customer requests to disconnect Foxtel Now. All customers must disconnect their Foxtel Now service themselves through their My Account. Customers who are struggling to disconnect their Foxtel Now account be lead through the disconnection process if they have access to internet on the call (for more information, see Procedure - cancel a Foxtel Now account). Important: Customers on the legacy Foxtel Now packs must be advised that, if they decide to reconnect their account in future, they will need to reconnect on the new pack and pricing structure.
Credits and refunds
If a customer requests to disconnect their Foxtel Now service, you must advise them that this is done at the end of the billing cycle (in line with the terms and conditions of the Foxtel Now service). You can advise the customer that they have no further charges as the service is billed in advance and they can continue watching their Foxtel Now until the disconnection date.
Refunds for off-cycle disconnects
In certain circumstances when a customer says they need to disconnect straight away (e.g. they've had an issue with disconnection, they were unable to log in before the trial ended), a Team Leader can approve an off-cycle same day disconnection.
When you place an off cycle disconnection, pro-rata credits will generate on the customers next bill cycle. The credits will be calculated from the day the service was disconnected until the end of the bill cycle.
Follow the steps below to ensure the customer will be provided with a refund for the pro-rata credits from the off-cycle disconnection.
- Open the Off Cycle DSO Refund form.
-
Fill out the required fields.
Note: Ensure you confirm the customer's details.
- Click Submit. The customer will receive an SMS after the final bill is generated to advise them that the refund has been applied.
-
Advise the customer of refund timings and refund method.
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6. Foxtel Play
Important update: From 15 April 2026, the legacy Foxtel Play app will cease to function on all devices. Customers wanting to continue accessing content will need to use Foxtel Now (web or app version) with a compatible device.
Customer notification was posted on the Foxtel Now website and an SMS sent to impacted customers on Thursday 12 March 2026. CIT notes have also been added to impacted accounts.
Web notice copy:
From 15 April 2026, the legacy Foxtel Play app will no longer be supported and will cease to function on all devices. To continue accessing content please use Foxtel Now. A list of compatible Foxtel Now devices is available here. https://www.foxtel.com.au/now/about.html.
SMS copy:
Hi Name, from 15 April 2026, the Foxtel Play app will no longer be supported on all devices. To continue accessing content please use a Foxtel Now compatible device. A list of devices is available at: https://www.foxtel.com.au/now/about.htm If you’d like to discuss your options, contact us on: 1300 656 120.
CIT note:
Customer sent an SMS to advise them that Foxtel Play will no longer be supported and where to find a list of compatible devices they can continue watching their service on.
6.1 About Foxtel Play
Foxtel Play was a streaming service offered by Foxtel before Foxtel Now was released. When Foxtel Now was released, all Foxtel Play customers were migrated to Foxtel Now, however some of these customers still watch their service through a Foxtel Play branded app.
Customers may believe they have a Foxtel Play service, however they are Foxtel Now customers who are using the Foxtel Play app to watch their Foxtel. All Foxtel Now rules and information apply to customers who originally signed up to Foxtel Play.
6.2 Foxtel Play devices
The following table contains a list of devices that still support the Foxtel Play app.
| Device | Models |
|---|---|
| Sony Smart TVs | Most Sony Smart TVs prior to 2015 (Linux OS) (Operating System) |
| Samsung Smart TVs | All models from 2012-2016 |
| Samsung Blu-Ray players | BD-F8900, BD-F8909, BD-F8500, BD-F8509, BD-F6900, BD-6909, BD-F5900, BD-FM5900, BD-F6500, BD-F7500, 2012BD Player with HDD (Only with "SmartHub" feature) BD-E8500A, BD-E8900A, BD-H6500/XY, BD-H8500A/XY, BD-H8900A/XY, HT-H4500R/XY, HT-H6550WM/XY, HT-H7750WM/XY |
| Samsung home theatre systems | HT-F5200, HT-FS5200, HT-F5500, HT-F5500K, HT-5500W, HT-F5530, HT-F5550, HT-F5530K, HT-5530HK, HT-F5550K, HT-F5550HK, HT-FM53, HT-FM53C, HT-FM55WC, HT-FS6200, HT-F6500, HT-F6500W, HT-FM65WC, HT-F6530, HT-F6550, HT-F6530W, HT-F6550W, HT-F9750W, HT-FS9200 |
| Sony PlayStation | PlayStation 3 |
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7. FAQs
I used to have Foxtel Play but I cancelled. If I reconnect will I be entitled to a Foxtel Now free trial?
Yes, we really want everyone to get a chance to experience Foxtel Now so you are eligible for a 10-day free trial. You can reconnect and start your trial using the My Account details you set up for Foxtel Play.
I'm a residential Foxtel subscriber, do I get access to Foxtel Now as well?
No. You can stream content that you subscribe to through Foxtel GO (for more information, see Overview - Foxtel GO).
Will there be a delay to live sport for Foxtel Now compared to broadcast?
Due to a number of factors including your broadband provider, internet speed, location and bandwidth, internet streaming may be slightly delayed compared to our live broadcast through an STB. (Set Top Box) Under normal circumstances, this delay shouldn't exceed 1 minute.
On Foxtel Now devices the content is in HD as standard. As a cable/satellite customer, why do I have to pay extra for HD?
Programming in HD on Foxtel Now is dependent on the customer's internet speed and we cannot guarantee that a stream is in HD. Foxtel TV customers using an STB are guaranteed a HD service via cable or satellite, which comes with additional costs to ensure that we provide the best experience to our customers.
Is 4K Ultra HD supported?
This feature is not yet available on Foxtel Now. We'll keep you posted via the Foxtel Now website and the Community page as we add more features to Foxtel Now.
Why are there ads on Foxtel Now but not on services like Netflix or Stan?
Foxtel is committed to investing in the Australia entertainment industry and we produce and broadcast world-class drama, lifestyle and reality programming. We also invest heavily to bring our customers the best sport action from Australia and around the world. The addition of ads to our service enables us to continue these local investments.
Why has my service been suspended? I have paid late before but my service has never been switch off?
Foxtel has recently made some changes to the way missed payments are managed. As Foxtel Now is a pre-paid service, payments must be made in advance to receive a Foxtel Now service. Using My Account to make a payment and set up payment details for future payments is really easy and your service will automatically resume after the payment is made.
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