With the postponement of live sports and the financial hardship caused by the COVID-19 raising the risk of Foxtel losing a large number of subscribers, the company is pulling out all of the stops to hold on to them. It has announced a range of initiatives to help retain subscribers after major sports competitions, including the NRL and AFL, were suspended indefinitely due to the COVID-19 outbreak. Chief executive Patrick Delany this week announced free access to drama, entertainment, lifestyle, documentary and children's programming and the ability to watch this content on two additional devices for those on limited packages. Customers of the Foxtel Now streaming service are receiving similar upgrades, while Foxtel broadband and NBN customers on monthly allowances will be exempt from data restrictions. The deals end on May 31. AFL and NRL ticketed members are also being offered Foxtel's sport streaming service Kayo for $5 for two months. Foxtel, which is majority-owned by News Corp, is one of a number of media companies struggling financially due to the COVID-19 pandemic. Media companies have been forced to withdraw earnings guidance, cut costs and raise capital to survive as advertising spending and cancellation of major sports competitions hurt their bottom line. A Foxtel spokesman said heavy discounts and voluntary suspension of the service were also available for customers experiencing financial hardship. "We are trying to play our part to help Foxtel customers through the very challenging situation Australia is facing," a spokesman said. "We also have customers who are struggling financially. For customers on our historic entertainment pack, which was sold back in 2018 for $29, and who are in genuine hardship, a discount of up to $10 has been available. We are also offering two-month voluntary suspension for hardship customers."

But most Foxtel customers are struggling to contact the provider. West Hoxton mum Tracey Lynch, 43, pays $229 per month for TV, phone and internet through Foxtel and said she has spent ten hours this week on hold. "Each time, my home phone battery has gone flat," Ms Lynch said. "We have the highest package with all of the channels, all the bells and whistles. We pay through the bloody nose." Ms Lynch, who has been a Foxtel customer for 15 years, is attempting to contact the subscription service to get her internet sorted, which she claims is blocking the use of VPNs and therefore has not allowed her to work from home amid the coronavirus crisis. "I am considering bidding them farewell," she said. "I've received a message saying they will contact us in 3 days." AFL Media reporter Lee Gaskin publicly expressed his frustration when he couldn't get on to Foxtel to cancel his subscription, an issue echoed by many across social media platforms such as Facebook and Twitter, as well as Foxtel's support channels.