Foxtel Online Self Service

Community Manager Community Manager
Community Manager

Foxtel from Telstra customers who have a stand-alone service (which means that your Foxtel subscription is not linked to a Telstra Bundle) now have the ability to manage many aspects of the service online via Telstra My Account. This includes;

 

  • Viewing Foxtel service information
  • Viewing Foxtel subscription and package information
  • Upgrading or Adding Foxtel packages to your existing subscription
  • Adding speciality channels
  • Upgrade an existing set top box
  • Enable Foxtel Go

Many of these functions will also be available from the Telstra 24x7 app.

 

For more information see the Frequently Asked Questions below.

 

Check out our current Foxtel from Telstra offer.

 

Frequently asked questions

Can I upgrade my package or add channel packs online?

If you’re a Foxtel from Telstra standalone customer subscribed to an Essential or Entertainment package, you can manage your channel packs online. If your Foxtel from Telstra subscription is tied to a Telstra Bundle, you cannot use this feature at the moment.

 

In some cases you won’t be able to upgrade your package or add channel packs online if you have:

 

  • Overdue bill – you'll need to pay the overdue amount prior to making changes online
  • Pending order – if you have a pending order on your account, you won't be able to make changes online till the order is completed
  • Legacy package – if you subscribed to one of the Foxtel from Telstra packages before 2010, please contact us on 1331 999 for more information and assistance

How do I manage my channel packs and speciality channels online?
For eligible Telstra customers, you can manage your Foxtel from Telstra Channel packs using Telstra MyAccount. The change to your package should be effective immediately however changes may take up to 10-15 minutes. Once activated, all charges are prorated accordingly into your monthly charge.

 

  1. Login to Telstra MyAccount
  2. Click on Foxtel from Telstra under the Plans & usage tab
  3. Click the Upgrade Your Channel Package link (beside the Your Channel Packages heading)
  4. Under the Add Packages or Speciality Channel sections you can explore the channel list or content for each by clicking the blue down arrow button.
  5. To add a package or channel, expand the details (clicking the blue down arrow) then click Add
  6. Once you’re satisfied with your selection, review the Order Details on the right hand side, which includes any additional monthly charges and important information
  7. Click Confirm to submit your order and an Order Summary email will be sent to your email address

Can I add a channel package at any time online?
Yes, assuming you’re eligible to make changes online, you can add a package to your Foxtel from Telstra subscription at any time.

 

How will a package change appear on my bill?
If you change your package in the middle of your billing cycle, your account will be adjusted and you’ll be charged the new rate from this date.

 

Can I remove or downgrade my package online?
No, if you’d like to downgrade or remove a package from your Foxtel from Telstra subscription, please call us on 131 999

 

Where can I check the channel packages included in my Foxtel from Telstra subscription?
As an existing Foxtel from Telstra subscriber with a standalone product, you can check your channel package information using Telstra MyAccount on Telstra.com or the Telstra 24x7 app.

 

If your Foxtel from Telstra subscription is tied to a Telstra Bundle you cannot use this feature at the moment.

 

Can I see what discounts are on my Foxtel from Telstra subscription online?
No, discount information is not included in any new monthly calculations online, refer to your Telstra bill to check what discounts are applicable to your Foxtel from Telstra subscription.

 

How do I upgrade my Foxtel from Telstra set top box?
For eligible Telstra customers, depending on where you live and the type of equipment involved, you may be able to install your set-top box yourself. We’ll send you a Self-Install Kit that should arrive within three to five business days. You’ll also receive a pre-paid package so you can return your old Foxtel equipment. Simply take the package to Australia Post and they’ll do the rest.

 

To upgrade your set top box

 

  1. Login to Telstra MyAccount
  2. Click Foxtel from Telstra under the Plans & usage tab
  3. Click Upgrade next to the set top box smart card number in the Set Top Boxes section
    Note: the Upgrade link is greyed out if you already have the latest equipment or if upgrade is not applicable for your service address
  4. On the Upgrade Set Top Box page you can read the key features of your current set top box and new boxes available, click Upgrade to select the set top box you want to order
  5. Review your Order Details on the right hand side, which includes any charges to be applied to your bill and important information
  6. Click Confirm to submit your order, an Order Summary email will be sent to your email address

How long will it take to receive my new set top box Self-Install Kit?
A Self-Install Kit will be sent to you and will arrive within three to five business days.

 

Can I request a technician install my set top box when I upgrade online?
No, if you require a professional installation with a certified Foxtel technician, you’ll need to call us on 131 999.

 

How can I check my set top box smart card number online?
Assuming you're eligible to manage your package online, you can check your smart card number in one of two ways.

 

Using Telstra My Account

  1. Login to Telstra MyAccount
  2. Click on Foxtel from Telstra under the Plans & usage tab
  3. Scroll to the Set Top Boxes section, the smart card number is located above your set top box

Using Telstra 24x7 mobile app

  1. Open the Telstra 24x7 app
  2. Login using your Telstra ID
  3. Tap on the hamburger menu icon (top left)
  4. Tap Usage in the menu
  5. Tap Foxtel in the list of available services
  6. In the Service Summary scroll to Your Set top box, the smart card number is located above your set top box

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4 Comments
Level 24: Supreme Being
Level 24: Supreme Being

This is awesome. So glad that this is a thing now, it is kinda way overdue.

westie131
Level 1: Cadet

why just because i have a bundle account can i not beable to upgrade my foxtel online. even when i log into my 24x7 it comes up with a message saying i can now make changes ... but ive tried and i cant

 

 

Telstra (Retired)
Telstra (Retired)

Hi Westie131, I am sorry to hear you are experiencing this issue. Could you please contact our My Account chat team here:  http://tel.st/8qpr so they can troubleshoot your issues. Please let us know how you go.

Jarryd84
Just Registered
I find it extremely frustrating that you allow customers to upgrade and SPEND easy, online without the need to call, but make it that much more difficult to SAVE OR DOWNGRADE by making us call to request it, and I'm not on a bundle or even in contract.
From a PR point of view this should be fixed pretty soon as I have now requested my services be migrated over to Foxtel. Not allowing customers out of contract to remove or edit channels online (but allowing them to upgrade for more money) really disaccociates us from Telstra, as it seems to us you are happy for us to easily spend, but will make it difficult to downgrade by making us call. Anyway its just a little bit of feedback, no problem to report or fix.
Thanks.