Contents
1. Netflix through Foxtel
1.2 Compare Netflix through Foxtel options
1.3 Identifying Netflix in CORE
1.1 About Netflix through Foxtel
What is Netflix?
Netflix is a streaming service that provides content to subscribers for a monthly fee. Netflix doesn't have any live (or linear) television channels, but all content is available to watch on demand.
The iQ5, iQ4 and iQ3 allow customers to access the Netflix app and view Netflix content via their internet-enabled iQ5, iQ4 or iQ3.
Netflix plans and pricing
Netflix offer 3 different pricing tiers, which offer different viewing resolutions, (Standard with ads, Standard and Premium) a different number of simultaneous streams and offline downloads. If a customer wants to know more about Netflix pricing, or what is included in each Netflix plan, refer the customer to the Netflix website.
Netflix through Foxtel
Customers with an iQ5, iQ4 or iQ3 have 3 ways to watch Netflix through their Foxtel box:
- Netflix bundles - Netflix is included as part of the customer's TV bundle and their Netflix account is linked to their Foxtel account, meaning their Netflix acts like a regular Foxtel TV pack.
- Netflix billed by Foxtel - The customer pays for their Netflix charges on their Foxtel bill, but they have a regular Netflix account that is not linked to their Foxtel account.
-
Using the Netflix app - Customers who aren't interested in Netflix bundles or having their Netflix billed by Foxtel can just log in to the Netflix app on their box.
See Compare Netflix through Foxtel options for a side-by-side comparison.
1.2 Compare Netflix through Foxtel options
Use the below table to compare the key differences between the 3 ways customers can get Netflix through Foxtel.
| Netflix bundles | Netflix billed by Foxtel | Using the Netflix app | |
|---|---|---|---|
| Description | Netflix is included as part of the customer's TV bundle and their Netflix account is linked to their Foxtel account, meaning their Netflix acts like a regular Foxtel TV pack. | The customer pays for their Netflix charges on their Foxtel bill, but they have a regular Netflix account that is not linked to their Foxtel account. | Customers who aren't interested in Netflix bundles or having their Netflix billed by Foxtel can just log in to the Netflix app on their box. |
| Cost | Netflix is included as part of the bundled price | Standard Netflix pricing applies | Standard Netflix pricing applies |
Availability | |||
| Available to existing Netflix customers | |||
| Netflix can be used on other devices during a move home |
(For 60 days after disconnection at old address) |
||
Adding and Cancelling | |||
| Can be bundled with Foxtel TV | |||
| Can be added in CORE | |||
| Cancel Netflix online |
(Must contact Foxtel first to unlink the accounts) |
||
| Customer can add extra members to their Netflix account | |||
Billing and collections | |||
| Netflix appears on Foxtel bill | |||
| Standard collections events apply |
(Certain collections events apply to the customer's Netflix service) |
||
1.3 Identifying Netflix in CORE
You can identify which Netflix through Foxtel option a customer by clicking the Apps logo in the Customer Details section in CORE.
| Netflix option | CORE display |
|---|---|
| Netflix bundle |
|
| Netflix billed by Foxtel |
|
| No Netflix through Foxtel |
|
| Netflix needs to be linked to Foxtel |
|
2. Netflix bundles
2.1 About Netflix bundles
A Netflix Standard (2 Screens) Plan is included in these Foxtel TV bundles:
- Foxtel Plus with Netflix
- Platinum Plus.
Note: Only the Netflix Standard Plan is available through Foxtel. Customers can upgrade to a Netflix Premium Plan for an extra cost at any time. See Overview - TV pricing for more information.
Eligibility
To be eligible for a Netflix bundle, customers must have an internet-enabled iQ5, iQ4 or iQ3 and be on 1 of the above bundles.Note: From 14 August 2024, customers would need to upgrade to an iQ5 or iQ4 in order to sign up for a Netflix bundle. When you create the order in CORE, the iQ5 or iQ4 must be activated before the bundle can be activated.
Accessing Netflix
Customers with a Netflix bundle need to open the Netflix app on their iQ5, iQ4 or iQ3 to link their Netflix account. To help a customer link their accounts, see Procedure - assist a customer to link their Netflix account. Important: If the customer already had a Netflix service before taking up a bundle, they must link their Netflix account, or they will be paying for their Netflix service twice.
2.2 Billing for Netflix bundles
Standard Foxtel billing rules apply to Netflix bundles, such as part-month charges, how often customers can change packages, suspension and collections events.
Netflix charges
The customer's Netflix charges will appear on their Foxtel bill as a part of their Foxtel TV bundle, in the Channel Packs section.
Collections
Netflix bundles are impacted by the same collections events as Foxtel TV.
If a customer is placed on an RSP (Reduced Service Pack) due to non-payment, their Netflix account will automatically be unlinked from their Foxtel account.Note: If the customer has a valid payment method listed in their Netflix account, their Netflix service will continue as normal.
Once a customer pays their overdue amount and their TV bundle is restored, they will need to re-link their Netflix and Foxtel accounts (Foxtel will send them an SMS with instructions on how to link their accounts again).
Copy of the SMS sent to customers which links their Netflix account after RSP is removed:
“Your new Foxtel pack has Netflix included. Now you can sign up or log in to Netflix via your Foxtel iQ3/4 to activate your Netflix bundle. If you're an existing Netflix customer, link your existing account as soon as possible to avoid also being charged by Netflix directly. For more information, visit Support”.
For more information, see Overview - Reduced Service Packs.
2.3 Cancelling Netflix bundles
If a customer has a Netflix bundle and wants to cancel their Netflix, they will need to contact Foxtel and change to a package that doesn't include Netflix.Note: If a customer is subscribed to the Platinum Plus bundle, their Netflix is included as part of the bundle and can't be removed.
Suspending Netflix
The customer's Netflix (bundled) service will be suspended if they:
- suspend their Foxtel account
- move address and don't reconnect the service at their new address within 60 days.
The Netflix service bundle will be resumed when the Foxtel service is resumed.
Unlinking Netflix
Netflix will become unlinked from a Foxtel account if the customer:
- changes to a Foxtel TV bundle that doesn't include Netflix
- disconnects their Foxtel account
- changes the account holder
- migrates from Foxtel to Telstra.
When a Netflix account is unlinked, Netflix will contact the customer via email.
| 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. |
| 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. |
3. Netflix billed by Foxtel
3.1 About Netflix billed by Foxtel
Netflix billed by Foxtel allows eligible customers to sign up to Netflix through their internet-enabled iQ5, iQ4 or iQ3 and have their Netflix service billed by Foxtel. This means the customer will have both their Foxtel and Netflix services on 1 bill.
Eligibility
To be eligible for Netflix billed by Foxtel, a customer must:
- have an active (the service must be installed, and the customer must not be: - on an RSP or involuntary suspension - in collections or on a financial hardship plan - pending disconnection) Foxtel residential service
- be on the direct debit payment method
- not have an existing Netflix account.
Signing up
Eligible Foxtel customers who sign up to Netflix on their iQ5, iQ4 or iQ3 will automatically receive Netflix billed by Foxtel.
If an ineligible customer signs up to Netflix on their iQ5, iQ4 or iQ3, Netflix will email them with instructions to complete the sign up (as they will need to add a payment method to their Netflix account).
To assist a customer with signing up, follow Procedure - access Netflix through Foxtel.
Managing Netflix billed by Foxtel
Customers can reset their Netflix password or cancel Netflix billed by Foxtel via Foxtel's My Account.
For more information, see Overview - My Account.
If the customer wants to make any other changes to their Netflix service, they will need to do it directly through Netflix (by logging into their Netflix account on the Netflix website).
3.2 Billing for Netflix billed by Foxtel
Netflix charges
Charges for Netflix billed by Foxtel will appear on a customer's Foxtel bill, under the Other Charges & Credits section. Note: Netflix billed by Foxtel charges can sit with Foxtel for up to one month before being passed on to the customer. Therefore, backdated charges may still appear on the customer’s next bill after they’ve changed packs or removed Netflix.
Foxtel bill cycle date vs Netflix bill cycle date
The Foxtel bill cycle date (or the start date of each billing cycle) defaults to the date the customer's Foxtel TV services were installed. The Netflix bill cycle date starts the day the customer signed up to Netflix.
This means that the two bill cycle dates may be different, however the customer will be charged for both services on the Foxtel bill cycle date.
Payment methods
Customers must remain on a direct debit payment method with Foxtel to have Netflix billed by Foxtel.Note: If a customer changes to a different payment method, they will need to set up a payment method directly with Netflix to continue their Netflix service (Netflix will email the customer if no payment method is set up).
Suspensions
If a customer suspends their Foxtel service, their Netflix account will remain active and they will continue to be billed for Netflix on their Foxtel bill.
Collections
If a customer is in collections (including on a payment plan), then Foxtel can't pay Netflix for the customer's Netflix service. If the customer remains in collections 6 days after their Netflix bill cycle date, their Netflix service may be disconnected.Note: Payment plans only cover the cost of the customer's Foxtel service, so their Netflix account may be disconnected if they don't set up a payment method directly with Netflix.
Customers will be notified via email that their Netflix service may be affected if they remain in collections.
See Overview - collections and customer debt for more information.
3.3 Cancelling Netflix billed by Foxtel
You can cancel Netflix billed by Foxtel in CORE.
Cancel Netflix billed by Foxtel in CORE
- On the Account Summary screen in CORE, click the Apps button in the top right corner.
- Click Cancel Foxtel billing of Netflix.
- Click Yes. The customer will not have any more Netflix charges billed by Foxtel.
If the customer disconnects their Foxtel service, they will be able to use their Netflix account up until the date that they have paid for. For example, if the Foxtel bill cycle is the 5th, and the Netflix bill cycle is the 10th, the customer's Foxtel will be disconnected on the 5th, but their Netflix service will remain active until the 10th.
Netflix billed by Foxtel will also be cancelled if the customer:
- disconnects their Foxtel account
- changes the account holder
- migrates from Foxtel to Telstra.
The customer's Netflix service will disconnect on their Netflix bill cycle date, unless the customer adds a payment method to their Netflix account.
Changing to a different Netflix option
If a customer would prefer to be billed by Netflix directly, they can log into their Netflix account and add a payment method directly with Netflix.
If a customer changes to a Netflix bundle, their Netflix charges will continue to appear on their Foxtel bill, but Netflix will be part of their TV package.
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4. Handling Netflix enquiries
4.1 Who does what?
Netflix Help Center enquiriesImportant: Do not search for the Netflix telephone number via a search engine, as the phone number may be fraudulent. Refer customers to the Netflix Help Center to:
- change their Netflix package
- see credit on their Netflix account
- see their billing date
- set parental controls
- adjust subtitle settings
- manage Netflix profiles
- manage playback settings
- update their Netflix username or password (not available for Netflix billed by Foxtel)
- cancel their Netflix account (not available for Netflix bundles)
- update their payment method (not available for Netflix bundles).
Foxtel enquiries
Foxtel can assist customers with the following enquiry types:
-
for Netflix bundles:
- billing
- changing payment method
- technical support (For basic app-related issues on the iQ5, iQ4 and iQ3, and for issues connecting STBs to the internet. Customers must use the online Netflix Help Center for all other technical support.)
- cancelling Netflix
-
for Netflix billed by Foxtel:
- billing
- updating username and password (via Foxtel My Account)
- changing payment method
- technical support. (For basic app-related issues on the iQ5, iQ4 and iQ3, and for issues connecting STBs to the internet. Customers must use the online Netflix Help Center for all other technical support.)
4.2 Technical support
The following error codes relate to technical issues with Netflix (or other apps) on the iQ5, iQ4 or iQ3:
- F0506
- F0603
- F0604
- F0605
- F0606.
When a customer is experiencing technical issues, a message with an error code will display on screen. Customers can look up the error code for online support or scan the QR code on screen.
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5. Sharing Netflix
5.2 Netflix households, profiles and accounts
5.3 Extra members
5.4 Customer enquiries
5.1 An update on sharing Netflix?
From 24 May, Netflix will begin preventing its customers from sharing Netflix outside their ‘household'.
Can customers share their Netflix subscription?
Customers can share their Netflix subscription with anyone in their household. People who are not in their household will need to sign up for their own subscription. Visit sharing your Netflix account for more info.
5.2 Netflix households, profiles and accounts
A Netflix Household is a collection of devices connected to the internet at the main address where the customer watches Netflix. It can be set using a TV device. All other devices that use that Netflix subscription on the same internet connection as the TV will automatically be part of the Netflix Household. For more info, Click here.
How does Netflix detect whether a device is within a Netflix household?
Netflix uses information such as IP addresses, device IDs, and account activity to determine whether a device signed into a Netflix account is part of the Netflix household.
How do customers setup their Netflix household?
If customers require information on how to set or update Netflix household, refer them here. If customers don’t set a Netflix household, Netflix will do this automatically; customers can update this at any time.
How will Netflix set a household if the customer never watches Netflix on a TV or set-top box?
If customers don’t watch Netflix on a TV device or don’t have one, they do not need to set a Netflix household for their account. For more info, Click here.
Can customers still watch Netflix outside their home?
Customers can continue to use Netflix as usual to watch on their portable devices, like tablets, laptops, or mobile phones, or they can sign into a new TV, like at a hotel or a holiday rental. For more info, Click here.
How can customers transfer their profile to a new account?
When starting a new Netflix account, new subscribers can transfer a profile from an existing account to their new account, including recommendations, viewing history, My List, saved games, settings, and more. For more info, Click here.
If customers pay for Netflix through Foxtel, can someone who shares an account transfer their profile to a new account?
Yes, customers can use the profile transfer feature to create a new Netflix account. However, this new account cannot be paid for through Foxtel. For more info, Click here.
Can customers transfer an existing profile into a new Netflix account that is billed through Foxtel?
Customers cannot currently transfer a profile into a new Netflix account that is billed through Foxtel. If customers would like to transfer a profile to a new Netflix account with a Foxtel package, the customer must first transfer the profile to a new standalone account and then link that Netflix account to the Foxtel account.
5.3 Extra members
What is an extra member?
Netflix Account owners can buy an extra member slot and invite people outside of their household to use Netflix. An extra member will have their own profile, account, and password, but their membership will be paid for by the person who invited them to join. For more info, Click here.
Can customers add extra members to my account if they’re billed by Foxtel?
The extra member feature is not currently available for Netflix customers paying through Foxtel. For more info, Click here.
What happens to extra members if a Netflix subscriber signs up to a Foxtel bundle that includes Netflix?
If a customer has a Netflix subscription with extra members, and they sign up to a Foxtel bundle that includes Netflix, once they link their Netflix account to their Foxtel account the extra members on the Netflix account will be removed. Extra members will be notified by Netflix and can transfer their profile to a new Netflix account, which will be billed separately. For more info, Click here.
What happens to extra members if they sign up to a bundle that includes Netflix?
If customers who are an extra member on a Netflix account, sign up to a Foxtel bundle that includes Netflix, and they log in to Netflix on their Foxtel box using the email and password for their extra member account, Netflix will let the account owner know that they’ve created their own new account and they will no longer be billed for the extra member subscription. For more info, Click here.
If a customer is not part of a Netflix household or an extra member, how can they create their own Netflix account and pay through Foxtel?
They’ll need to create their own Netflix subscriber account. To do this on their Foxtel box open the Netflix app and select Join now, enter an email address and password then follow the remaining prompts to sign up, their Netflix subscription will automatically be added to their Foxtel bill.
5.4 Customer enquiries
Where can I direct customers if they have additional questions around sharing their Netflix account?
If customers can’t find the help they need on our online FAQ’s, you can refer them to the Netflix Help Center for more assistance.
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