Foxtel Overview
Foxtel is a pay television company servicing Australians. Its main goal is for every Australian to find something on TV that they want to watch every time they switch on. Regarded as Australia’s most progressive media company, it offers Satellite, Cable, broadband, and IPTV, delivering a diverse subscription television service.
Foxtel’s parent companies are News Corp Australia and Telstra, which own 50% of the company, respectively. Foxtel rapidly grew its operations in 2007, and since then, it has quickly grown into the foremost television programming provider in the country.
Foxtel has started to phase out the standard set-top-boxes and is replacing them with the iQ models. The iQ models have digital recording capacities, but these could be deactivated if the customers do not wish to pay for them. The latest Foxtel software update is the 5.1 version updated in 2017.
This trailblazing and innovative company has brought several ground-breaking products to its customers through the years, including the iQ personal video recorder, Australia’s largest HDTV offering comprising of 36 channels, television, broadband and home phone bundles in partnership with Telstra, Australia’s largest telecommunications network, live or catch-up TV on a mobile device or tablet. Recently, Foxtel launched the GoApp for iPad. Foxtel also invests hundreds of millions of Australian dollars in new and original homegrown content.
Foxtel aims to make a difference in broadcasting and the way that content is viewed by Australians. One of its main thrusts is taking part in Australia’s Reconciliation Program. Foxtel aims to be a leader in the media industry in terms of reconciling Aboriginal and Torres Strait Islander peoples. Foxtel’s core values reflect the Reconciliation Program initiatives and also the way they deal with their customers and stakeholders in general.
One of Foxtel’s advocacies is energy efficiency, in conjunction with the Australian government’s initiative to improve the energy efficiency of set-top-boxes. Foxtel was a major signatory in the government’s drive to voluntary minimum energy consumption.
Foxtel also supports Community Broadcasting initiatives. It broadcasts the Aurora Community Channel, an Australian subscription television channel that shows locally produced documentaries and short films.
Foxtel Customer Service
Foxtel’s current slogan for their customers is “they offer a different entertainment experience every day.”
Foxtel currently employs 2,800 people, delivering service to around 2.8 million Australian subscribers. Foxtel customer service encompasses regional and metropolitan areas. It delivers exclusive the world’s most popular channels across all genres. Foxtel always makes sure that they deliver high-quality local content.
Foxtel has two subscription choices: Foxtel iQ3 or Foxtel Play. Foxtel iQ3 is via cable or satellite and is designed for a premium entertainment experience, while Foxtel Play is for streaming over the internet, which is a flexible, low-cost experience. There is no lock-in contract for Foxtel Play. Foxtel iQ3 subscribers are able to record, pause and rewind Live TV, experience live HD TV
There are many ways to watch Foxtel. The latest ways are downloading the Foxtel Go app and watching it on a tablet or mobile device while waiting for the TV installation. Depending on the subscription, subscribers can watch up to 80 live channels. Subscribers can register up to three devices.
Foxtel offers several TV combos, with no equipment fee for the iQ3 set-top-box, no lock-in contract, any TV pack’s first month is free for a minimum cost of $100. Some of the popular TV combos are Platinum HD, Entertainment Pack, Drama Combo, Sports Combo, and Sports and Drama Combo. Usual packages include the number of channels; the Foxtel iQ3 set-top-box, and Foxtel Go.
The add-on features are little extras that subscribers can add such as channel packs, HD, specialty channels (Greek and Italian channels and World Movies), and Multiroom, which gives an option to add extra to other rooms. Aside from a massive collection of channels according to interest (Entertainment, Sports, Movies, Drama, Docos, and Kids), Foxtel also offers add-on specialty channels for special interests. BoxSets allow subscribers to watch the whole series. World Movies is for movies beyond Hollywood. LFCTV is the official channel of Liverpool FC, and Chelsea TV is the official channel of Chelsea FC. For those who are feeling homesick for Greek and Italian TV, Foxtel offers Antenna Pacific (Greek Channel) and RAI Italia.
Foxtel Broadband features unlimited Foxtel Broadband, no iQ3 set up costs, 45 channels, free Wi-Fi modem, and unlimited local and national calls. There are currently 4 broadband + entertainment bundles: 200 GB Broadband + Entertainment Bundle, Unlimited Broadband + Entertainment Bundle, Unlimited Broadband + Sports Bundle, and Unlimited Broadband + Platinum HD Bundle.
Customers can also build their own bundles while existing customers can upgrade their plans.
Foxtel also offers packages for businesses. There are packages for small businesses, licensed venues, gyms, accommodations, aged care, hospitals, mining and workforce accommodations, and Foxtel for Schools.
Foxtel broadcast quality is optimised based on a subscriber’s device – 3G, 4G or Wi-Fi. The Foxtel Go App is available on these devices:
| iPad 2 or above |
| iPhone 4 or above |
| iPod Touch 5 or above |
| All Android devices |
| Mac OSX |
| PC running XP service pack 2 or higher |
Maximum data duration on a Wi-Fi tablet or Smartphone is between 320 mb p/hour to 920 mb p/hour. On a 3G Tablet or Smartphone is between 320 mb p/hr to 920 mb p/hr. On a PC or Mac, the maximum data duration is from 435 mb p/hr to 1325 mb p/hr.
For children, the Foxtel Kids App can be downloaded, letting them enjoy safe, kid-friendly entertainment. Kids can either stream or download their favourite shows, all on a platform that has everything they want and the safety features that parents need, such as viewing time limits and channel blocking. Parents can also limit screen time and make the app appropriate for their age. Children will enjoy their favourite shows on Nickelodeon, Nick Jr., the Disney Channel, Cartoon Network, Disney Jr., Discovery Kids, Boomerang, Disney XD, and CBeebies (BBC).
Subscribers can access thousands of movies and TV shows depending on the package that they get. Subscribers are able to get the latest episodes and recent blockbusters, which are added monthly. In order to access shows on Foxtel Anytime, subscribers need to have Foxtel iQ set top box connected to the internet. Foxtel’s BoxSets brings all seasons of the TV dramas and other popular TV series.
Foxtel provides closed captioning, additional text-based information about programs that aid Australians affected with hearing loss. Closed captioning allows the hearing-impaired to have a richer TV experience. Foxtel provides accessibility to as many channels as possible. As of December 2016, a total of thirty-one channels have captioning capabilities. Channels that offer closed captioning are Fox 8, BBC UK TV, Arena, MTV, Universal Channel, Discovery Channel, National Geographic, Disney Jr., Daystar, Fox Sports, ESPN, History Channel, TLC, E!, and much more.
Foxtel Contact Numbers
Foxtel company headquarters is located at the Foxtel Television Centre in North Ryde, Sydney. This is where its national subscription television operations are headquartered. The facility has the television studios, broadcast operations, and cable and satellite transmission facilities. Two Customer Solutions Centres are based at Moonee Ponds, Melbourne and Robina, Gold Coast.
Here are Foxtel phone numbers:
| Choosing a Foxtel Experience | 1300 785 622 |
| Renting new releases | 131 999 |
| General Enquiries | 1300 788 796 |
| Foxtel for Business | 1300 765 866 |
| General Enquiries for new customers | 1300 130 799
9 AM to 7 PM (Mon-Fri) 10 AM to 6 PM (Saturday) Closed on Sundays |
| General Enquiries for existing customers | 131 999
Billing – 9 AM to 7 PM (Monday to Friday) Package Change – 9 AM to 9 PM (Monday to Friday) 10 AM to 8 PM (Saturday to Sunday) Broadband and Home Phone Technical Help 24/7 TV Technical Help – 7:30 Am to Midnight (Monday to Sunday) |
| Calling from Overseas | +61 3 8325 2701 |
| Hearing or Speech impairment | Through National Relay Service
TTY: Call 133 677 then enter 131 999 Speak and Listen: Call 1300 555 7272 then ask for Foxtel. |
| Corporate and Advertising | |
| Corporate enquiries | (02) 9813 6000 |
| Public affairs and media | (02) 9813 6000 |
Contact Foxtel
Foxtel Australia encourages customers to contact them for queries and concerns. Here are relevant mailing addresses and locations:
Sydney Head Office:
5 Thomas Holt Drive
North Ryde NSW 2113
Melbourne – Customer Sales and Service
1-21 Dean St.
Moonee Ponds VIC 3039
Gold Coast – Customer Sales and Service
35 Robina Town Centre Drive
Robina QLD 4226
The Foxtel Community is a forum where subscribers and guests can connect, share, and discuss anything that has to do with Foxtel. Significantly, it provided support and help for members for programming assistance and other topics. Important announcements and latest Foxtel news can also be found on the community site. Popular technical support topics include Foxtel Outages, Foxtel iQ3, Foxtel TV, Foxtel Go, and Foxtel Play. Topics about Accounts and Billing and Programming are also popular.
Existing customers can also get Foxtel support by liking or following their social media accounts. Foxtel subscribers can get support on Facebook, ask for assistance via Twitter (@FOXTEL or @FOXTEL_HELP, or follow their YouTube, Google+ or Instagram accounts.
