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25 September 2025 |
Handling offensive programming complaints
Reminder when handling complaints from customers regarding offensive programming, a Severity 1 complaint case must be raised in C360, selecting 'Programming' as the issue and assign to the Executive and Regulatory Complaints Team. Voice agents will also need to transfer the call to Executive and Regulatory Complaints Team. Outside of hours, the complaint case must be assigned to your Team Leader.
See customer complaint matrix for more information on handling programming complaints.
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22 September 2025 |
Foxtel Rewards Newsletter
Foxtel Rewards September newsletter is out now, click here to view what’s included.
Customers can sign up to Foxtel Rewards via the website.
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19 September 2025 |
Media reports regarding Hubbl
Over the past week, various media reports have been published discussing the future of Hubbl. Should customers enquire about these reports, please follow the below reactive script:
"We understand recent media articles may have raised concerns about our future plans for Hubbl. Hubbl has built a strong, engaged customer base that appreciates its simplicity. In fact, over the past month, we have seen record viewing across Hubbl devices. We continue to support our Hubbl customers to ensure ongoing service and a great viewing experience. Hubbl continues to be available for purchase."
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12 September 2025 |
Canelo vs Crawford in Commercial Premises
The Canelo vs Crawford fight on Sunday 14 September will not be broadcast on Main Event pay per view for Foxtel customers to purchase.
Customers can visit their local commercial premises to watch the event or can be streamed live on Netflix from 11am.
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10 September 2025 |
Broadband un-shaping system issue
Due to an issue with Telstra's systems, there are current delays with broadband un-shaping.
This means that if a customer has paid their overdue amount and their broadband needs to be un-shaped, it is crucial to manage customer expectations regarding the timeframe their broadband shaping will be lifted. Please advise customers of an estimated timeframe of up to 24 hours.
Further communication will be provided once the issue has been resolved.
UPDATE: As of Thursday 11 September, this issue has been resolved and un-shaping has resumed back to business as usual.
| 1 September 2025 |
TV Price Rise Now Live
From Monday 1 September, the $5 Foxtel Plus price increase will come into effect. Customers impacted by this increase will see it reflected on their next bill throughout the month.
For further price rise support, visit Overview: TV Price Rise and Broadband Migration and Price Rise 2025.
Foxtel Magazine printing error
A production error has been identified in the September edition of the Foxtel Magazine, with page 6 incorrectly displaying the August Sports schedule. If customers enquire about this issue, please use the following script:
“We understand your Foxtel Magazine has the wrong information on one of the pages, we apologise for this inconvenience. You can find the information you are after by accessing (or clicking the following link), TV Guide located on the Foxtel website or by going to your MyFoxtel app on your mobile, alternatively you can also access it anytime via the TV Guide on your set top box. Again, we are sorry for any disruption this has caused, and we hope you enjoy this month’s bumper line up of sport and entertainment on Foxtel."
If a customer makes a complaint about the error, please offer a credit of $5.95 for the magazine.
BBC programming schedule change
From Monday 1 September, the program Emmerdale is moving from 6 new episodes per week, to 5 episodes per week (Monday to Friday) meaning the Sunday premiers will no longer run. Customers can continue to watch the new episodes each weekday on UKTV at 6.40pm or catch up On Demand.