How to contact

Foxtel

 customer support fast

Foxtel is Australia’s leading pay TV and streaming provider, offering support across cable/satellite (iQ boxes), and online services like Foxtel Now, Kayo, and Binge. Their support covers technical issues, billing, package changes, and cancellations via call centres, live chat, help articles, and social media.

While Foxtel gets flak for long wait times and tricky cancellations (reflected in ~2/5 star ratings), many users praise their knowledgeable tech support and fair refund handling. The company has actively improved support tools and responsiveness. Whether you prefer phones, chat, or DIY fixes, you’ll find a clear path to help.

• Billing Errors: Overcharges, post-cancellation billing, or confusion with Telstra bundles are common. Customers often need to proactively request corrections.
  
  
• Cancellations & Downgrades: Foxtel has a reputation for retention-heavy cancellation calls. Customers often face delays or persuasion attempts. Online cancellations now exist for Foxtel Now, but legacy services still rely on phone calls.
  
  
• Technical Faults: Outages, pixelation, iQ box glitches, and app crashes are frequent. iQ4/iQ5 boxes are better, but early bugs frustrated some. Most faults are resolved when escalated.
  
  
• Wait Times & Follow-ups: Long hold times (especially during outages) and missed call-backs frustrate users. Online chat can help, but it may cut off near end-of-day hours.
  
  
• Equipment Returns: Failure to return iQ boxes/modems post-cancellation can trigger $300+ fees, even if you thought you sent them. Always confirm and track returns.
  
  
• Third-party Bundles: Confusion arises when Foxtel is bundled with Telstra or other providers. Accountability gaps between companies can slow support and the resolution of issues.
  

• 📞 Phone: Call 1300 657 346 (existing customers), or +61 2 8336 0020 (overseas). Available Mon–Fri 9am–8pm, Sat–Sun 10am–8pm AEST. Sales: 1300 130 799.
  
  
• 💬 Live Chat: Available via Foxtel’s support site during extended hours. Ideal for quick fixes and billing queries.
  
  
• 🔍 Online Help: Visit help.foxtel.com.au for step-by-step guides, FAQs, and video tutorials for all services including Foxtel Now.
  
  
• 👤 My Account: Log in to foxtel.com.au or the relevant streaming platform to manage bills, change channel packs, update info, or cancel services.
  
  
• ✉️ Email & Complaints: No general email, but formal complaints can be lodged via Foxtel’s online form. Social media DMs can also help.
  
  
• 🛠️ In-Person or Technician: Retail presence is limited. Tech support visits are booked via phone/chat. Equipment issues are fixed free of charge under standard service terms.
  

• Free Repairs: Faults in iQ boxes, satellite dishes, or cabling are covered. No fee for standard service visits unless it’s a user request (like moving an outlet).
  
  
• Returns Policy: Customers must return all Foxtel equipment within 14 days post-cancellation. Use the supplied satchel or arrange via easyreturns.com.au. Fees apply for unreturned items.
  
  
• Cancellation Terms: Contracts may carry early exit fees (usually $200–$300 pro-rated). Month-to-month and Foxtel Now users can cancel without penalty.
  
  
• Cooling-Off Period: 10 business days for unsolicited phone/door sales under Australian Consumer Law. Installation charges are waived if you cancel during this period.
  
  
• Package Changes: Add-ons take effect instantly with pro-rata billing. Downgrades begin next billing cycle. Discounts may have lock-in conditions.
  
  
• Refunds: Pro-rata refunds are issued for unused days when you cancel or downgrade. Always review your final bill and follow up if credits aren’t processed.