- The 2024 Foxtel Now Pricing and Packaging structure
- Existing customer changes and exclusions
- Pricing changes for existing customers
- What will the new packaging look like in CORE?
- Customer communication and support
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1. The 2024 Foxtel Now Pricing and Packaging structure
From Tuesday 15 October 2024, the new Foxtel Now pricing and packaging structure will be made available for new and select existing Foxtel Now customers. This change will simplify Foxtel Now for customers by reducing package change options down to three different tiers. For more information, click here.
| Package | Pricing | Tagline |
| Starter | $35 per month | World’s best drama, latest entertainment, lifestyle, reality & more |
| Sports and Movies | $84 per month (includes the starter pack) | Stream over 50 sports live and over 1,000 movies on demand |
| Ultimate | $104 (Everything) | Get it all with the Ultimate pack |
Considerations:
- Customers must have the starter pack.
- Customers can change and manage their Foxtel Now package via their 'My Account'.
- Existing customers can switch packs anytime, but after 15 October 2024, they will lose pack discounts.
Note: Select existing Foxtel Now subscribers will be migrated to the Ultimate pack and be offered a discount to encourage them to stay for a longer period. Click here for more information.
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2. Existing customer changes and exclusions
As part of this change, existing customers will get access to more content and easier packaging options.
- From 15 October 2024, the majority of existing Foxtel Now customers will have access to the Ultimate pack.
- Select existing customers will get a discounted Ultimate pack with extra content based on their current subscription.
- Some Foxtel Now customers will face a price hike due to this change.
The below table shows customer discounts based on their monthly spend.
| Monthly Spend | Discount | Additional Content |
| $25 and under |
$30 Ultimate ($74 discount) |
+ Sport, Movies, Drama, Docos, Kids |
| $26 - $40 |
$40 Ultimate ($64 discount) |
+ Sport, Movies, Docos, Kids |
| $41 - $50 |
$50 Ultimate ($54 discount) |
+ Sport or Movies, Docos, Kids |
| $51 - $60 |
$60 Ultimate ($44 discount) |
+ Sport or Movies, Docos, Kids |
| $61 - $70 |
$70 Ultimate ($34 discount) |
+ Sport or Movies, Docos, Kids |
| $71 - $80 |
$80 Ultimate ($24 discount) |
+ Docos, Kids |
Note: Customers stay at discounted rates until they churn or disconnect without a specified offer end date.
3. Price changes for select existing customers
Select existing customers who have been migrated to the Ultimate pack will see a price increase reflecting in their bills effective 15 October 2024.
Certain Foxtel Now customers on a special existing bundle offer will be excluded from this change. These customers will not be migrated to the Ultimate pack and will stay in their current packs. From 15 October 2024, if these customers make any changes to their Foxtel Now packs, they will need to move to the latest pricing and packaging structure.
The offers listed below are part of the exclusions.
- $49 Essentials + Drama Extra + Movies + Sports + Kids + Docos per month for 12 months
- $29 Essentials + Drama Extra + Sports per month for 12 months
- $29 Essentials + Drama Extra + Sports per month for 12 months
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$39 Essentials + Drama Extra + Movies + Sports per month for 12 months.
Note: Customers spending over $81 per month and receiving a $10 discount for 12 months won't be affected by the new pricing and packaging scheme being implemented from 15 October 2024. Any plan change will require paying full price for the new P&P structure.
Additional exclusions:
- Customers with ARPU (Average revenue per unit) over $80 per month
- VIP and courtesy accounts
- Customers who sign up between 24 August and 15 October 2024
4. What will the new packaging look like in CORE?
Below is how a Starter, Sports and Movies and Ultimate pack will look like in CORE:
- Starter Pack
- Sports and Movies Pack
- Ultimate Pack
5. Customer communication and support
Most Foxtel Now customers will be notified of any subscription impacts starting mid September. An example of the different communications can be viewed below.
5.1 Dates and methods of communication
| Comms Plan | Date | Description |
| Web notice | 23 Aug 2024 | A brief web notice will be posted on the Foxtel Now website summarising the change phases. |
| Customer email | 27 Aug – 29 Aug 2024 | Customers will receive an eDM (email) detailing the upcoming migration and price changes (if any) taking effect. |
| SMS | 9 Sep 2024 | Customers whose email prompted a bounce back will receive an SMS advising of the changes to their Foxtel Now service. |
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Web notice: On 15 October 2024, we are introducing a new Foxtel Now pricing and packaging structure, which is available to new and existing customers. Customers on existing plans, we will communicate to you to let you know how these changes impact you. To find out more about our new packs visit our FAQs page here. You may choose to move to an alternative pack that suits you from 15 October 2024 by going to My Account here.
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Customer email
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SMS: Hi, we are introducing a new pricing and packaging structure for Foxtel Now on 15 Oct 24. If you make changes from this date, you will need to select from our new structure. Your current pack is being retired and we will be moving you to the Ultimate pack on xx Oct 24 at $ (customers new monthly cost)/mth, an increase of $ (increase amount per customer)/mth to what you are currently paying. This will take effect on your first bill cycle date from xx Oct 24. The Ultimate pack will include access to all content available through Foxtel Now and will be valued at $104/mth. If you make changes to your current package before (day prior to migration date), your move to Ultimate at $ (customers new monthly cost)/mth will not apply. You may choose to move to an alternative pack that suits you from 15 Oct 24 by going to My Account. For more information visit https://www.foxtel.com.au/now/support/faqs.html or contact us at https://www.foxtel.com.au/now/support.
5.2 Important note for customers making changes
If customers modify their Foxtel Now service when the letters are sent, the information they have will become outdated, prompting an updated communication later in the year.
Additionally, there will be no mop up activity after 15 October 2024, meaning customers will need to be advised that any current offers will be lost if any changes are made between receiving the letters and after the changes become effective.
5.3 Customer communication examples
Customers will get an email notification detailing their account changes. The version they receive depends on price and pack changes. Below are some generic examples of what customers will receive.
Note: Some Foxtel Now customers with sports offers may see an additional statement in their letter.
Below are some scenarios you are likely to encounter as a part of any pricing change. The responses included below are not scripting and should only be used as a starting point for your conversation with your customer. Use the objections outlined below to form the best response for your customer.
6.1 Objection 1
I’ve just read this email, and it seems like Foxtel is putting up its prices, why and what am I getting for it?
We will be changing the package you are on to give you access to more content; however, this does mean you will see a change in your month-to-month package cost. We are doing this to simplify our package structure for customers and ensure our existing customers can access all our channel packs excluding our specialty channels.
6.2 Objection 2
I don’t watch that free stuff you just gave me, why do I have to pay more?
I can understand that it’s not something you may have subscribed to beforehand, however now you have access to a wider variety of content and a deeper On Demand library of shows you did not previously have. If this is still something you find unsuitable, we have a new pricing and packaging structure available that we can discuss however we will not be able to switch you back. I’m happy to discuss this with you now.
6.3 Objection 3
Why am I paying more than someone else is and they are getting the same channels as I am?
I cannot speak about what the person who you were talking to was receiving; however, every customer is on a different package. I am more than happy to have a look at what options we have available to you.