Some of you have called to say that they have had correspondence from Foxtel about upcoming changes to their Satellite connected services.
It is true that for some regional and remote Foxtel Satellite customers, the cabling from the Foxtel box all the way to the dish on the roof and the dish itself will become the responsibility of the customer.
What this means is that in the future, if there is a Satellite issue, instead of you calling Foxtel to send out one of their technicians to fix the fault, you will have to enage your own independant technician.
Keep in mind, this communication is being sent to Regional and Remote customers for now but it very well may be applicable to metro customers in the future.
Why are Foxtel doing this?
I would assume that it is a cost saving initiative and a push from Foxtel to steer customers into the Internet delivery rather than Satellite.
I wouldnt be too worried for now and it only will become a concern if and when you do get the letter from Foxtel.
Below is a FAQ from Foxtel explaining in more detail
Changes to the way Foxtel is serviced in certain areas of Australia
What is changing?
From 1 September 2024, we are making changes to the way the Foxtel service is supported in certain areas of Australia. As a result, customers with a Satellite Foxtel TV service in these areas will move to an ‘owner install’ service and will no longer be serviceable by a Foxtel Professional Technician. Customers with an internet-delivered Foxtel TV service in these areas will no longer be able to request a Foxtel Professional Technician.
For more information on installing Foxtel TV, click here
- What is an ‘owner install’ service?
Customers classified with an ‘owner install’ service, own and are responsible for the ongoing maintenance of the satellite dish and associated cabling for their Foxtel TV service, excluding the Foxtel set top box (which remains the property of Foxtel). They are responsible for the installation and ongoing maintenance of the infrastructure, including responsibility for arranging a qualified local technician at their own cost if necessary. This does not exclude or replace your rights under the consumer guarantees of the Australian Consumer Law. If there is a fault with the Foxtel set top box, Foxtel will send a replacement.
- Why are we making this change?
We have made the decision to change the way Foxtel is serviced in these areas due to the growing adoption of internet connected iQ4 and iQ5 boxes and less demand for Foxtel professional technician services.
For new and existing customers in these areas with a Foxtel satellite TV service, these customers have the flexibility to choose and arrange their own local technician to install or conduct maintenance of their infrastructure at their own cost.
Customers also have the option of receiving their Foxtel service delivered via an internet-connected iQ4 & iQ5 self-install kits. This is an easier and faster way to get the Foxtel service connected with no professional installation required. Simply connect to your home broadband to start watching Foxtel.
- Will impacted customers be notified?
If you have an existing Satellite TV service and are located within one of the areas transitioning to an ‘owner install’ service, you will be notified by email or SMS starting from 1 August 2024.
- What if I have an existing satellite TV service and live in one of these areas?
If you live in an area transitioning to an ‘owner install’ service, from 1 September 2024, you will own the infrastructure associated with your Foxtel TV service (except the Foxtel set top box) and you will be responsible for the ongoing maintenance of the infrastructure. If you require a technician, you will be responsible for arranging and paying for a local technician at your own cost. This does not exclude or replace your rights under the consumer guarantees of the Australian Consumer Law. If there’s a fault with your Foxtel set top box, Foxtel will send you a replacement.
Please note, section 8 of our customer terms will apply to your service. For full details, click here.
- What if I live in one of these areas and have just had a satellite service installed?
If your satellite TV service was installed after 1 June 2024, and you experience issues with the infrastructure (through no fault of your own) during the first 3 months since you installed, we will replace or repair the infrastructure at no cost to you. After this 3 month period, you will be responsible for the ongoing maintenance of your infrastructure including arranging a qualified technician at your own cost if necessary. This does not exclude or replace your rights under the consumer guarantees of the Australian Consumer Law. If there is a fault with the Foxtel set top box, we will send you a replacement.
Please note, section 8 of our customer terms will apply to your service. For full details, click here.
- Will these changes impact me if I have an internet-only TV service?
There is no change to the way Foxtel delivers its TV service for customers who are currently on an internet connected iQ4 or iQ5.
However, if you choose to engage a technician after 1 September 2024, you will be responsible for arranging your own local technician at your own cost. This does not exclude or replace your rights under the consumer guarantees of the Australian Consumer Law. If there is a fault with the Foxtel set top box, we will send you a replacement.