| 28 May 2026 |
Foxtel Rewards Member and Non Member Newsletters – May 2026
Foxtel Rewards Member and Non Member newsletters for May 2026 are out now, click here to view what’s included.
Customers can sign up to Foxtel Rewards via the website.
| 27 May 2026 |
Confirming the identification process in Chat
It is important to follow the correct identification process for all chat interactions.
The green tick
The green tick does not mean a customer has been authenticated, even though hovering over it displays this message.
What it actually means is the BOT has located the account associated with the customer.
Never use the green tick as confirmation that a customer has been authenticated.
How to confirm a customer is logged in
To verify that a customer has come through via in-app chat or is logged into My Account, check the BOT message for the customer's name.
| What to Check | What it Means |
| Name appears within the BOT message (see above screen shot) | Customer is logged in |
| Name appears outside the BOT message only | Customer is not confirmed as logged in |
Always check the BOT message itself for the name — not the name displayed outside of it (see screen shot below).
No name present?
If the customer's name does not appear in the BOT message, the conversation will always begin with: "Hi, I'm Ava, Foxtel's automated virtual assistant"
This indicates the customer is not logged in and full identification must be completed before proceeding.
For more information see Procedure - Verify a customer in Zendesk
| 14 May 2026 |
iQ5 selection restrictions in CORE
Effective today, the ability to select an iQ5 in CORE will be limited to the following order types:
- New Sales
- Reconnections
- Fault Replacements (for existing iQ5 boxes)
For all other order types, including box upgrades, multiroom, and move home orders, CORE will automatically default to an iQ4.
Please note: This change is currently applicable to Foxtel accounts only. The same restriction for Foxtel from Telstra accounts is scheduled to take effect from 19 May.
BBC News is back!
From Thursday 14 May, the BBC News channel returns to the Foxtel platform, Foxtel Go and Foxtel Now.
Customers can catch up with the latest news and analysis from around the world on channel 606.
| 12 May 2026 |
Payment error
On Monday 11 May, a system issue occurred when taking a manual payment, presenting the transaction as failed even though the payment did occur. As a result, a small number of customers had multiple payments taken in error. Refunds for these duplicate payments are being processed and a CIT note added to impacted accounts.
If you're speaking to an impacted customer, please apologise for the inconvenience and let them know the refund for the additional payment will reflect within 14 days.