Can’t reach Foxtel support? We’ll help you get through.
If Foxtel is ignoring you, Ajust helps you reach real support or file a complaint that actually gets a response.
Foxtel customer support overview
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.
Common Foxtel customer issues and complaints
- 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.
How to contact Foxtel customer support
- 📞 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.
Foxtel key customer policies: refunds, returns, cancellations and more
- 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.
Real Foxtel Complaints Submitted Through Ajust
I kept getting told someone would call me back within two hours to reconnect Netflix after it was wrongly removed. Days later, I still couldn’t use any Foxtel services, not even free-to-air. Every call ended in a dead end. I just needed someone to actually help, not keep starting over. - Taleena
I tried to cancel my account before going overseas, but they insisted I call a number that wasn't available until after I'd already left. Months later, I was still being charged without being able to reach anyone to stop it. It feels deliberately difficult to get out. - Liz
Live chat wouldn’t send my messages, and I never got an error or reason why. It just didn’t work. I had other issues I needed to sort out, but this completely blocked me from getting any help. It’s frustrating when the only support tool you’re given doesn’t even function. - Kevin
I’ve been trying to move my service to a new home-on the same block-but instead they set up a second account and then cancelled both. I’ve spent over four hours on the phone trying to explain this. I just want to speak to someone who understands me. - Andrew
Recent customer experiences with Foxtel customer service
✅ Tech Resolution Done Right: A user with long-running signal loss got a technician visit within 48 hours. The issue was resolved promptly and professionally.
❌ Frustrating Chat Handoff: One customer lost connection when online chat closed for the day, forcing them to restart the next morning. A different rep resolved it quickly, but the experience soured trust.
💸 Retention Discounts Offered: A loyal customer facing cost issues was offered a package for $19/month (down from $100+), turning a cancellation into a win.
Official Foxtel Customer Service Links & Contact Information
Foxtel Contact FAQs
How can I cancel my Foxtel subscription without dealing with phone calls or retention tactics?
You can cancel Foxtel Now online, but legacy cable/satellite services still require a phone call. Prepare for possible persuasion tactics. To avoid hold times, try calling midweek or using live chat as a backup. If you're canceling traditional Foxtel, confirm your request in writing (e.g. chat transcript or follow-up email) to ensure it’s processed promptly.
What should I do if I’m overcharged or billed after canceling Foxtel?
Start by reviewing your final bill for post-cancellation charges. If there’s an error, use live chat or My Account to raise a billing dispute. Make sure you’ve returned all equipment and track it, as unreturned devices can trigger $300+ fees. For Telstra-bundled accounts, request a clear breakdown to avoid cross-provider confusion.
How long does Foxtel take to fix technical issues like outages or iQ box glitches?
Many issues are resolved quickly when escalated. Users report timely tech visits-often within 48 hours-for signal faults. If chat or phone support stalls, request escalation or technician dispatch directly. Using the online help site or restarting your iQ4/iQ5 box may solve minor glitches faster without waiting.
What’s the best way to avoid hold times and get fast Foxtel support?
Live chat during off-peak hours is often the fastest route, especially for billing or account questions. Avoid peak outage windows when call centres are overwhelmed. For self-service, the Foxtel Help site offers step-by-step fixes. Always save transcripts or reference numbers in case follow-up is needed.
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