- What is happening?
- What is the price increase?
- How are we notifying the impacted customers?
- Objection handling
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Support links
1. What is happening?
Foxtel will implement a price adjustment for both TV residential and broadband customers.
The price increase for TV residential customers reflects the ongoing enhancements to our programming and content offerings, whereas the broadband price increase is part of a migration process form the current plan of 50mbps to 100mbps.
Note: From 1 October 2025, the 50mbps broadband plan will no longer be available for sale.
2. What is the price increase?
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TV Residential customers
From 1 September 2025, the price of select TV residential customers will increase by $5. The below packages are impacted by the price rise:
Package Current price New price Foxtel Plus $73 $78 Foxtel Plus with Netflix $90 $95 Platinum Plus $145 $150 Note: Customers on Platinum 2024 package will not be impacted by this price rise.
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Broadband customers
From 1 October 2025, broadband customers (excluding those with a Fixed Wireless connection) with 50mbps plan will be migrated to 100mbps plan, resulting in a price increase of $15.Plan Current price New price 50mbps to 100mbps $85 $100 (post migration to 100mbps)
Note:
- Customers with a Fixed Wireless broadband connection will be excluded from the migration and remain on the 50mbps plan.
- Customers who subscribe to the Platinum Plus pack and are impacted by the broadband migration and price rise, will receive a $5 discount for 24 months.
- For customers on a contract or in hardship, the migration from 50mbps to 100mbps will still proceed, but any price increase (i.e. $15 or $10) will only take effect once their contract or hardship agreement ends.
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Customers who do not wish to migrate their broadband service should be transferred to the Broadband Retention team for further assistance.
Important points to remember for customers with a Fixed Wireless broadband connection:
- If a Foxtel broadband customer with an existing Fixed Wireless connection moves to a new address that also uses Fixed Wireless technology, they will continue on the 50mbps plan.
- If an existing Foxtel broadband customer on fixed wireless technology (with plus speed) is moving, they will only retain their broadband bundle by moving to an address with the same technology. (i.e. Fixed wireless address moving to a fixed wireless address).
Exemption:
Customers in the following situations will not be impacted by the price change until their service resumes:
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Customers who are in a fixed term contracts are exempt from any price increase impacts until the end of their contract:
- Customers who have an active contract will appear in CORE with a price freeze offer to counteract the price increase amount once their billing date in September occurs.
- If your customer contacts Foxtel about the price increase, ensure you are clear that they will not be impacted by any increase until their contract has completed.
- The price freeze offer will appear as a 24 month offer; however, it will remove as soon as the contract finishes with an automatic removal.
- Customers may see this offer in MyAccount and confuse it with another offer. If this occurs, ensure you remind your customer that it is to remove any charging while they are on their contracted monthly amount.
- Customers on a Reduced Service Package (RSP), under a financial hardship agreement are exempt from price increase until their service is resumed.
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TV only customers on a voluntary suspension are also exempt from this price rise, until their service is resumed.
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3. How are we notifying the impacted customers?
The below table outlines the customer communication dates and activities to support customer awareness:
| Mode of communication | Date | Description |
| CORE Scripting | 15 July 2025 | CORE scripting will populate on package changes, service moves, and modify order requests on impacted customer accounts. These scripts will need to be read out to customers verbatim. |
| My Account awareness | 15 July 2025 | Customers can find this notice in the package change section of their account. |
| Letters | 29 July 2025 | Letters will arrive in customer mailboxes detailing their specific price increase amount. |
| Emails | 29 July 2025 | Customers with an email listed on their account will receive an email detailing their specific TV package price increase amount along with the broadband migration. |
| SMS | 5 August 2025 | SMS communication will be sent to customers where initial communication attempts have bounced back. |
Customer communication examples:
From July through to August, impacted customers will be communicated via letters, emails, SMS. Examples are coming soon.
Below are the examples of the communication.
Note: There will not be a copy of letters and email in Zendesk.
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Letters and emails
Sr. No Description Link 1 TV Only increase View here 2 Broadband Only increase View here 3 TV + Broadband increase View here 4 TV + Broadband increase (in contract) View here 5 TV + Broadband increase (in hardship) View here
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SMS:
From 29 July 2025, SMS communication will be sent to the customer where initial communication attempts have been bounced back.
- Click here for a copy of TV Only price rise communication.
- Click here for a copy of BB Only price increase and migration communication.
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Click here for a copy of both TV and BB price increase communication.
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Web Notice:
Foxtel website will be updated with the below mentioned web notice for customers awareness.
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TV Price rise:
From 1 September 2025, the price of the Foxtel Plus pack (including Platinum Plus) is increasing by $5 per month.
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Broadband Plan Changes:
From 1 October 2025, Foxtel Broadband Plus Speed plan (50mbps) will no longer be available. Customers on this plan (excluding Fixed Wireless) will be moved to the Foxtel Broadband Premium Speed (100mbps) by 1 October 2025. As a result their monthly broadband plan will increase by $15 from 1 October 2025. Affected customers will be contacted in the coming weeks with further information.
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TV Price rise:
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CORE Scripting:
The impacted accounts will be updated with the below scripting in CORE.
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CIT notes in CORE:
There will be CIT notes available in CORE on all impacted accounts:
Type of customer Note TV Price Rise Only Customer was sent (email/letter/SMS) from (Insert send date) notifying their TV package will increase by $5 per month from their next billing date from 1st September. Refer to FoxHow for more information. TV Platinum Plus + Broadband 50mbps HFC/FTTP Customer was sent (email/letter/SMS) from (Insert send date) notifying their TV package will increase by $5 per month from their next billing date from 1st September. In addition the customer was also notified that from 1st October they will be migrated from 50mbps BB plan to the 100mbps broadband plan at $95 per month for the first 24 months then $100 ongoing. They will also receive speed boost to 500mbps, they will be notified later in year on date of this change. Refer to FoxHow for more information. TV Platinum Plus + Broadband 50mbps FTTN/FTTC/FTTB Customer was sent (email/letter/SMS) from (Insert send date) notifying their TV package will increase by $5 per month from their next billing date from 1st September. In addition the customer was also notified that from 1st October they will be migrated from 50mbps BB plan to the 100mbps BB plan at $95 per month for the first 24 months then $100 ongoing. Speed test indicates customer’s maximum line speed is (insert MAX_SPEED). Refer to FoxHow for more information. TV Foxtel Plus + Broadband 50mbps HFC/FTTP Customer was sent (email/letter/SMS) from (Insert send date) notifying their TV package will increase by $5 per month from their next billing date from 1st September. In addition the customer was also notified that from 1st October they will be migrated from 50mbps BB plan to the 100mbps BB plan at $100 per month. They will also receive speed boost to 500mbps, they will be notified later in year on date of this change. Refer to FoxHow for more information. TV Foxtel Plus + Broadband 50mbps FTTN/FTTC/FTTB Customer was sent (email/letter/SMS) from (Insert send date) notifying their TV package will increase by $5 per month from their next billing date from 1st September. In addition the customer was also notified that from 1st October they will be migrated from 50mbps BB plan to the 100mbps BB plan at $100 per month. Speed test indicates customer’s maximum line speed is (insert MAX_SPEED). Refer to FoxHow for more information. Broadband only 50mbps HFC/FTTP Customer was sent (email/letter/SMS) from (Insert send date) notifying them that from 1st October they will be migrated from 50mbps BB plan to the 100mbps BB plan at $100 per month. They will also receive speed boost to 500mbps, they will be notified later in year on date of this change. Refer to FoxHow for more information. Broadband only 50mbps FTTN/FTTC/FTTB Customer was sent (email/letter/SMS) from (Insert send date) notifying them that from 1st October they will be migrated from 50mbps BB plan to the 100mbps BB plan at $100 per month. Speed test indicates customer’s maximum line speed is (insert MAX_SPEED). Refer to FoxHow for more information. Broadband Only 100mbps HFC/FTTP Customer was sent (email/letter/SMS) notifying them that they will receive speed boost to 500mbps, they will be notified later in year on date of this change. Refer to FoxHow for more information.
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Below are examples of suggested ways to respond to customer enquiries about the price increase. Remember to use these as a guide only and ensure you have your own style when talking with your customer.
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Why is Foxtel increasing the price?
We understand that a price rise is never welcome news. Foxtel remains committed to delivering you the best in entertainment with plenty to look forward to throughout the year, the latest technology, the best live sports, and a great mix of global favourites and homegrown Foxtel originals.
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What am I actually getting for this price rise, you keep removing channels?
I understand that losing channels can be frustrating, especially during a time of price increases. We regularly review and update our channel lineup based on content rights and audience preferences. However, we've also introduced new channels, such as DocPlay, Main Event UFC, and Fashion TV, to enhance your viewing options. Additionally, we've recently included HBO Max Basic With Ads as part of your Foxtel subscription, giving you access to the best of HBO, Warner Bros., Harry Potter, The DC Universe, Discovery, and much more.
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I'm happy with my current 50mbps and don't need 100mbps. Keep me where I am so I don't have to pay the increase.
I completely understand your concern. The shift to the 100mbps plan allows us to streamline our broadband offerings and ensures that you are receiving a higher speed service. Understandably, every household has different requirements from their internet however 100mbps is the speed that more internet service providers are setting as their default offerings.
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Why should I pay more when there are no new shows on Foxtel?
Where a customer has a compatible set top box:
I understand it can be frustrating to see repeated shows, and I appreciate your feedback. To help you get the most out of your Foxtel experience, I recommend connecting your Foxtel set top box to the internet if you haven’t already. This will give you access to our extensive On Demand library, where you can choose from a large variety of shows and movies to watch whenever you like, so you’re not limited to what’s airing live.
Where a customer has a legacy set top box:
I can see you currently have one of our older set top boxes. To help you get the most out if your Foxtel I’d be happy to organise an upgrade to one of our latest boxes so you can connect it to your home internet. This will give you access to our extensive On Demand library, where you can choose from a large variety of shows and movies to watch whenever you like, so you’re not limited to what’s airing live.
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- Training module - TV Residential Broadband Price Rise 2025
- FoxHow - Content Tools and Highlights
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