Critical Information Summary

Critical Information Summary
Entertainment 250GB Home Bundle
Information about the service
Eligibility
Broadband allowance
This Critical Information Summary (and the inclusions, features and
charges described in it) applies to Foxtel Broadband on ADSL
and/or Foxtel Home Phone services acquired on or after 4
October 2015, including when acquired by customers migrating
from services/bundles offered prior to 4 October 2015. Critical
Information Summaries that apply to services/bundles acquired
before 4 October 2015 are viewable at foxtel.com.au/archivedcis
250GB/mth data allowance.
Service description
This service is a bundle which includes the Foxtel TV service,
Foxtel Broadband on ADSL 250GB/mth service and Foxtel
Home Phone service.
Each of the bundled services must be connected at the same
physical address. This bundle is not available to all areas, homes or
customers. Please contact us to check serviceability in your area.
Any data you don’t use in a billing period expires at the end of
that billing period. If you exceed your monthly data allowance in a
billing period, your broadband speed will be slowed to 256kbps
until the start of the next billing period. Slowing of broadband
speeds does not affect streaming of Foxtel video content.
Home phone inclusions
The Foxtel Home Phone service includes the following features
for use within Australia: unlimited standard local calls to landline
call types only; Caller ID/Number Display; and Voicemail.
Fair use policy
The Foxtel Fair Use Policy applies to this bundled service.
See further at: foxtel.com.au/fairusepolicy
Minimum term
This service is available on a 12 or 24 month minimum term. Your
minimum term will commence on the date of activation of the first
service in your bundle.
Information about pricing
Minimum monthly fee
Home phone connection charges
$99/mth on a 12 month minimum term.
There are no connection fees for a standard home phone
connection where an existing serviceable home phone line on
the Telstra PSTN network exists. Where there is no serviceable
home phone line the following fees apply in addition to the
Bundle Activation Fee; new telephone line with technician
visit - $70; new telephone line or transfer with technician visit
and cabling work - $240. These fees may apply based on
connection type, customer premises type or location.
We will advise you if this is the case.
$99/mth on a 24 month minimum term.
Total minimum plan cost
The minimum amount you will pay for this service on a 12 month
minimum term is $1622 (Entertainment) to $2930 (Platinum
HD) (based on a minimum monthly fee of $99 to $208, plus a
$100 standard TV install fee, $75 iQ2 equipment fee, a $140
Foxtel Hub (Foxtel’s WiFi modem) self-installation fee and a $119
bundle activation fee).
The minimum amount you will pay for this service on a 24 month
minimum term is $2610 (Entertainment) to $5226 (Platinum HD)
(based on a minimum monthly fee of $99 to $208, plus a $100
standard TV install fee, $75 iQ2 equipment fee, a $0 Foxtel Hub
(Foxtel’s WiFi modem) self-installation fee and a $59 bundle
activation fee).
Early termination fees & other charges
Charges apply to the following call types and services: calls to
standard mobiles;calls to standard national numbers; calls to 13
numbers and standard national SMS;calls to premium numbers,
1234 and 12456; calls to satellite numbers; calls to international
numbers (which vary depending on the country you are calling);
and Home Phone Extras.
If you cancel this service (including transfer to another service
provider) before the end of the minimum term, you will be
charged an Early Termination Fee (ETF) in most cases. The ETF
(for each cancelled service) will be a maximum of $300 for the
Foxtel TV service, $300 for the Foxtel Broadband on ADSL
service and $150 for the Foxtel Home Phone service, at the start
of the relevant minimum term for those services. The ETF for
each service decreases by equal instalments each month that
you remain on the relevant minimum term for each service.
Any set up fee instalment payments must also be paid out in full
if you cancel your service prior to the end of your instalment
period. If one of our suppliers raises its prices in the future,
this may result in the cost of your service increasing.
We will let you know if this happens.
Further information on those charges is available in the Foxtel
Broadband & Home Phone Price Guide at
foxtel.com.au/priceguide
Installation and equipment fees may change based on
customer premises type or location. We will advise you
if this is the case.
Home phone call charges
Other information
Changes
You may upgrade your broadband plan at any time and downgrade
your broadband plan if it has been in place for at least 30 days, at
no charge and without affecting the existing minimum term for this
service. An upgrade will happen immediately while a downgrade
will happen at the end of the billing period. Further information on
broadband plans to which you may wish to switch is available at
foxtel.com.au/entertainmenthomebundles
If you cancel a service in your bundle during the minimum term, in
most cases an ETF will apply for the relevant service you cancel.
Charges for the remaining services will change to the new bundled
price or standard fees (as applicable) for those services and the
minimum term will continue to apply to those services.
Understanding your bill
We will issue you the bill for this service each month (or as otherwise
agreed). Each bill will contain the minimum monthly fee in advance,
and any usage or other applicable fees. A list of fees is set out in the
Foxtel Broadband & Home Phone Price Guide at
foxtel.com.au/priceguide
We may request an upfront prepayment from you before installing
and/or activating this service.
Billing for this service is designed to be paperless and we
recommend that you pay your bills by direct debit via EasyPay.
We can set this service up for you and bills will be available in your
My Account online (if you want to receive a paper copy, a fee of $1
will be applied per copy).
If you wish to pay your bills by another method, a monthly account
processing fee of $3 will be applied to each bill.
Moving to the National Broadband Network (NBN)
& other plans
We may elect to move your service to another Foxtel service,
including a Foxtel Broadband on NBN service (as applicable), that
we believe is reasonably comparable to your current plan, by giving
you at least 30 days’ notice.
If we elect to move you to another Foxtel service (other than to a
Foxtel Broadband on NBN service) and this move adversely affects
you (other than in a minor way), you may cancel your service,
provided you notify us of your intention to do so within 14 days of
receiving our notice regarding the move. If you cancel in this way,
you will not need to pay any otherwise payable ETF.
If we notify you of our intention to migrate you to a Foxtel Broadband
on NBN service, and you do not wish to migrate to the NBN, you
must notify us of this within 14 days of receiving our notice regarding
the proposed move. If you provide this notice we will continue to
provide Foxtel Broadband on ADSL to you until we are required to
disconnect this service and move you to the NBN.
Call and data usage information
To check your usage, please visit foxtel.com.au/myaccount
Priority Assistance
Foxtel does not provide Priority Assistance in connection with the
Foxtel Home Phone service. If you require Priority Assistance, please
contact us and we can direct you to a service provider who can
supply you with a fixed line Standard Telephone Service with Priority
Assistance.
How to contact Foxtel
If you have any questions about your service, connection or
technical support, you can contact us by logging onto
foxtel.com.au/support or calling us on 131 999.
For more information you can also visit
foxtel.com.au/entertainmenthomebundles
Complaints
If you experience problems or have a complaint about your
subscription TV, broadband or home phone service, you can
obtain information on how to resolve those issues at:
http://foxtel.com.au/about-foxtel/contact
This document is a summary only. Your Foxtel TV service will be
provided under the terms of the Foxtel Residential Television
Subscription Agreement which can be found at foxtel.com.au.
Full legal terms and conditions applying to this bundle service are
available at foxtel.com.au/customerterms
Further resolution processes
If you are not satisfied with the resolution of your broadband or
home phone service problem or complaint, you can contact the
Telecommunications Industry Ombudsman by calling
1800 062 058 or visiting http://tio.com.au/about-us/contact-us