Foxtel hit with 'technical difficulties' after billing change

By Marcus Browne, ZDNet.com.au

22 February 2008 06:00 PM

Tags: technical, system, subscriber, service, pay tv, foxtel, customer service, telstra

Pay TV network Foxtel has left subscribers hanging on the telephone after it was hit by technical difficulties resulting from a migration to a new customer records keeping and access system.

Troubles for the pay television network came to a head yesterday as problems with its recently updated billing system have led to a large amount of customer enquiries and complaints regarding technical difficulties related to the change.

A Foxtel subscriber told ZDNet.com.au yesterday that the company's customer service line "was so backed up with calls that they're basically not available to help" and a lengthy caller queue was pre-empted by a recorded message telling customers that service staff had a substantial backlog of enquiries and systems problems to rectify and as such could only take "urgent" calls.

"We have been experiencing some teething problems since changing over our customer service system," said a Foxtel spokesperson today.

The spokesperson said there had been some reports that the company had lost some customer records in the change over process, but denied any such glitch.

"As far as any customer records being wiped from the system that absolutely has not occurred," said the spokesperson.

Speaking yesterday at Telstra's half yearly results announcement -- Foxtel is half owned by the carrier -- CEO Sol Trujillo said he wasn't aware of the matter.

"I don't have the knowledge, I've been busy here this morning and I'm not aware of this issue," Trujillo said.

Talkback (54)
Print
E-mail
Share
- del.icio.us
- Digg
- Reddit
- Slashdot
- StumbleUpon

Talkback 54 comments

Add your opinion

can't blame them... w**** -- 22/02/08

other sites have varying stories on the same subject, but i've heard foxtel is introducing a very wide range of products, as good if not better, than those in the west, including europe. including online interactivity n web integration right from your foxtel box, recording and playback features n some cutting-edge technologies. i do see foxtel customer service takes long to get through right now, but given that they have millions of homes to look after, can't blame them. must be a needed changeover to expand... and can't deny that they have never let me down as an end customer :)

Pls don't be too nasty when you finally can speak to someone Anonymous -- 23/02/08

It's been hard working in the call centre. We've changed from an old system to a new one and there definitely are some teething problems with the migration of information.

It's not been easy, and the whole company is trying to take people's calls (even staff who aren't working in customer service), but because each call is now taking 5 times as long (simply because we're all having to get our heads around this new system and processes) it's accumulated a massive amount of backlog calls.

Everything will be fine in a few more weeks when it all settles and the migrations can be cleaned up.

And now it basically means the company can move on to bigger things coming soon.. like the article implies.

don't blame those at the bottom... Anonymous -- 23/02/08

Those friendly people who actually come out to houses and install or repair your Foxtel service are also having equally a hard time due to the "who is allowed to access information" scenarios that have come by migration to a new system by Foxtel. For those in the field, they have absolutely no control over the changes made and also fight similar phone queues and a lack of service which prevent them from efficiencies in installations or even repairs to Foxtel services right now, but those at the bottom don't get a choice or get to provide feedback - it falls on deaf ears in Foxtel or Telstra management circles. Give it a few months and see if things improve. The features might improve, the costs will rise with new features, but don't expect anyone at the worker level installing or repairing the stuff to be treated with anything different - assistance and information just isn't available anymore or takes a few hours of waiting in a phone queue to get due to the "improved" computer systems. Most field people will have given up by then or their mobile phone battery will have given up. Let's hope Foxtel's product is better than their phone service, that way at least we never have to ring them.

Notification Anonymous -- 23/02/08

I was one of those affected by their current problem. The thing that annoyed me the most was that my service was disrupted, I missed live sport etc due to some channels saying no signal. When I called I thought my issue was urgent as 'I'm paying for this'. So I kept on the line for at leat 3-4mins, only to be hung up on, saying call back later. It happened numerous times.

When Also I was forced to change to the new plans due to this problem. I was happy with my old plan. I understand things change. I was told by the operator that they had been promoting these plans for a while. I said I took no notice of you promo's as I was happy with what I had.

How about you notify us that we HAVE TO CHANGE. Then maybe I wouldnt have lost my channels for a few days.

Get it together Foxtel!!

If you're having a NO SIGNAL being received error on screen Anonymous -- 24/02/08 (in reply to #320096124)

.. you just need to "soft reset" your box. Press and hold the BACK and SELECT buttons for 3 seconds. This will reset the box. Once it shows a red light on the front of the box and nothing else, press the FOXTEL button on your remote control and wait for to say "searching for listings" on the screen.

Once the 999 HELP channel is showing on the tv, change the channels and you should have your foxtel back to normal.

still affected Anonymous -- 26/02/08 (in reply to #320096132)

i lost my signal on Thursday (which meant i also lost my cable broadband connection) after trying to downgrade my package. i eventually got it back and i can tll you, a soft reset did not make a bit of difference. it took over an hour on the phone to resolve. the thing is now i am stuck with a bunch of extra channels i dont want, but am paying for. i can't get through on the phone and there is no email link on the foxtel website. i just want reassurance that foxtel will get it right and then fix up my bill.

no charge Anonymous -- 02/03/08 (in reply to #320096263)

you won't get charged
they've temporarily activated your signal and you'll pay for what you're supposed to get, but the temp signal means you'll have free access to platnium package for a while

yep, i'm getting charged... still Anonymous -- 14/05/08 (in reply to #320096556)

Sounds nice in theory but a couple of months on I am STILL getting charged for the Platinum package even though I am no longer get all the channels. Every month, I ring up to complain and ask when they are going to fix my bill and refund me what they've overcharged me. Every month, I get a new bill for the wrong amount. This dates back to mid February - that's 3 months of overcharging, plus the month in advance that they charge. I email, ring, speak to managers - nothing works. I rang the other day and the guy outright admitted that they can't fix it and hope that some enhancement going in *soon* will review everyone's accounts and apply the appropriate credits to fix the problem. Apparently, I'm not alone. So why haven't Foxtel informed their customers? I'm at my wit's end and am putting together an official complaint to send to the Telecommunications Ombudsman. It's beyond a joke and is pretty poor service.

another infuriated foxtel customer Anonymous -- 16/07/08 (in reply to #320101771)

ive also recently had huge problems with foxtel..,just over two weeks ago my foxtel box suddenly stopped working, and ive spent hours and hours making calls to their call centre and also submitting a complaint on their website in order to obtain a new box - however ive had no sucess in getting any type of assistance bec of some tech gliche is preventing them to properly access my a/c therefore nothing can be actioned on my a/c... so ive been without any tv for two weeks and have no indication or idea of when someone will fix tbe prob. so ive been advised to refer a complaint to Consumer Affairs (vic), plus i will also be sending a copy of the letter to ACMA & ASTRA...as both associations relate to foxtel..anyone else who has any complaint re foxtel please take the time to also write a complaint letter to these associations bec the appauling customer service from foxtel needs to be investigated and will be if there is enough negative feedback provided

DIDNT WORK Anonymous -- 08/05/09 (in reply to #320096132)

Still no signal

MOVING HOME Anonymous -- 03/03/08 (in reply to #320096124)

All we want to do is to transfer to our new house this weekend but haven't been able to get hold of them for the past month. Just as long as we don't get charged once we move as we won't be receiving foxtel - I've tried every phone number and all the extensions but no joy. I used the customer advocacy email system but have been told to wait 10 days for a response but we now leave in 5 days - I understand the reasons but perhaps an announcement on their web site to explain the situation would help instead of leaving peole in no mans land. We had billing problems when we first joined in 2007 - they took out 6 months at once but we got that resolved - I just hope it doesn't happen again.

hahahah Anonymous -- 24/02/08

DO NOT PANIC

IM SURE PEOPLE SKILLS CAN SOLVE THESE "TECHNICAL GLITCHES"

KenanFX billing system changeover John Gabb -- 25/02/08

So FOXTEL has svered ties with the Telstra billing system that they used to be reliant on - which is good . It will allow FOXTEL to be more creative and responsive to the market.

Of course the program manager for this changeover needs to be denied his bonus - as does the IS manager and operations manager and applications support manager.

They were warned that there would be issues and did not listen.

And you can't blame telstra - FOXTEL are trying to get out of their grip.

KENAN SUX BRING BACK WIZZARD.!!!!!!! kenan - 0 wizzard - 1 -- 08/03/08 (in reply to #320096186)

you have hiy on the head my friend if only the wankers that are telling all the lies to upper management would have the guts to be honest and admit THIS IS NOT WORKING AND WE STUFFED UP !!!!! ha ha ha DREAMS ARE FOR FREE

I HAVE HAD IT WITH THIS SYSTEM the company i work for have been to melb on several occasions and witnesed first hand how this is not working in the company of upper level management and guess what they were very embaressed as to say the least. who is being held accountable for this huge white elephant.!!!!!!!

lol bl Anonymous -- 25/02/08

lol my friends actually work in this area for foxtel [inbound call centre] and to be honest its not thier fault its because the system went from a dos based service to a windows based service, of course there will be bugs in the system.. please bear with it

Foxtel Service Sux Rob Salmon -- 26/02/08 (in reply to #320096204)

I have been billed for a random amount of $, direct debt from my account.
No one will answer the phone at Customer service or explain the missing amount from my account or have it refunded.
Foxtel Customer Service sux!!!
Answer the phone!

Foxtel "customer service"!! ?? Anonymous -- 26/02/08 (in reply to #320096292)

We have also been charged approx $350 direct debit and I have been on the phone to Foxtel almost every day since 18th Feb trying to get an answer as to the reason why. I too was hung up on by the autocue on numerous occasions and became so frustrated I just pressed 000000 ##### and it got me through to speak to someone. I was told there had been a glitch in the system and we had been charged for an installation (we have been with Foxtel for 3 years) which can happen, this I understand, so I just asked for it to be sorted out. I was advised it had been reversed and to wait for my bank to clear the funds. I waited two days and called back to let them know that I had not received the refund and asked if they could fax or email a copy of the reversal of the charge. I was told this cannot be done as they did not have a fax in the office and that they could only post it to me. To date I have not received a thing except differing stories. I have now been told that the money was put back in my account on the 20th and then that same afternoon was called back by a supervisor who was unaware that I had called that day to advise me that the finance department had not yet been advised of my situation and she would do it now (that was yesterday). I have called my bank who has yet to see the transaction... I have been patient! I just want to know that it will be fixed. I will be looking up Austar packages shortly - I see they have a great special offer valid until 29/2 with free installation....

Most of the call centre guys I have dealt with have tried to be helpful and I do feel for them as they are the ones who are copping it from annoyed customers but my frustration is mounting as the reasons and responses I receive are different each time.

it will be sorted Anonymous -- 02/03/08 (in reply to #320096312)

you will get your money back
there's a backlog at the moment at finance
and they're hiring 100 new temps to take your calls this week and paying current full-time staff TRIPLE pay if they do overtime (to ensure as many people possible are taking calls)
it will all be sorted and we'll all be able to get back to business as usual

triple pay?! bahahahaha you're kidding right Anonymous -- 10/10/08 (in reply to #320096557)

what an absolute lie.
i was working during the viva cutover
there was no extra pay for doing overtime

sure. we hired a lot of temps, and that still wasn't enough to stop us running at over 100% occupancy.

basically. the system wasn't working. normally we would be able to process a package change within 30 seconds and send the converter would refresh and the cust would have the package requested.

but from mid feb until mid may. viva sucked.
it still freezes from time to time, randomly kicks us out of accounts, gives dependancy and exclusion errors.
basically it's written in java, and we all know how well limewire and mobile phone games work.

we've managed to iron out most of the kinks, and as a company we've been more than generous with the handing out of un-warranted credits to peoples accounts.

the way it is now, i'll sit there for 2 - 3 mins between calls with nothing dropping through. it seems the problems resolved and we've got things working properly...

for those that were upset with waiting on hold, or being hung up on... why bother taking it out on the CS reps. we were trying our hardest to get through the calls and fix your problems.
it's actually quite a good place to work.
but the blame lies totally with management, they even lied to us during our viva training.

now for the fallout from the bangalore basic technical call center... =/
already due to the low call volumes and the opening of this new center.. a great deal of us are staring down the barrel of unemployment.

i've already dealt with a couple of these reps, and they're utterly clueless. hopefully it fails. not only for our sake, but the customers sake also.

noone wants to talk to someone in another country when they require specific technical assistance.

FOXTEL - WHAT SERVICE ?? Anonymous -- 20/03/08 (in reply to #320096292)

i have just spoken to foxtel about a debit taken in december - the last god knows how many reps have APPARENTLY LIED to me.. i have just been told by a so called team leader KATE that she CANNOT provide me with written verification of charges debited @$157.80- i had been advised in the past that this could be done -BUT TONITE THEY CANNOT - AND COULD NOT CREDIT ANY AMOUNT - apparently she cannot even type the details into a word document - pass through legal dept and send to me .. what a joke - all because its in the old system - i also work in a call centre and i do what ever i can to assist the customer ( even credit when they ask- usually small amounts ) so the reputation of FOXTEL - and to see techs unhappy - well that just tells the story hey - FOXTEL WAKE UP- i have talked my sister out of getting FOXTEL and now she knows this she will never connect .. oh dear - but do they care NO - NOT NOW NOT IN THE LAST 10 YEARS OF BEING A CUSTOMER -

Really? Anonymous -- 29/03/08 (in reply to #320096292)

How does this make our customer service Suck... It means our Customer Management System mades a ONE TIME error... and you WILL have it fixed.... It's great customer service... Temporarily insane bill system.

Foxtel What a Joke!!!! sick and tired of coping the **** its time to fight back -- 08/03/08

I work for a company that installs foxtel and we are still having trouble getting them to answer our phone calls.!!!

we used to be able to call our office and get your foxtel turned on imediatly but with foxtels new system that they had to have. forget it we cant switch on foxtel and have to make 2 phone calls or leave the customer with no picture until foxtel decides to give it to them.

thus the poor installers out there trying to earn an honest dollar are being forced by foxtel to spend up to an hour on hold ( on mobile phone ) before they can get through and then 9 times out 10 they either hang up on you or the computer system is down.

what i want to know is what is foxtel going to give the installers for there higher mobile phone bills and constant inconveniance foxtel is causing.

maybe we are the same as the customer and call back at more convenient time.

I REALY FEEL SORRY FOR FOXTEL AT THE MOMENT I HAVE HAD CUSTOMERS ABUSE ME AND FELLOE WORKERS BEACUSE FOXTEL WONT ANSWER THE PHONE OR JUST DONT CALL BACK.

I DONT SEE ANY RESALUTION TO THIS OTHER THAN THE FOXTEL TECHS TO GO ON STRIKE ONCE THIS IS ALL FIXED AND GIVE FOXTEL SOME OF THERE OWN MEDICNE.

sol get your head out of the dirt wake up and smell the roses -- 08/03/08

sol,
i wander if you have ever taken the time to pick up the phone and call some of the foxtel insatallers and say thanks for putting up with all the **** they go through.

oh i am sorry that would mean you would then have your finger on the pulse and know whats going on.

Foxtel is 50% owned by Telstra Anonymous -- 08/03/08 (in reply to #320096953)

Sol does not have complete control of Foxtel, why do not not attack the CEO's of the other companies that own the other 50%?

Get your head out of your a**.

Play with the kids... walk a dog PFFFT -- 11/03/08

All this fuss over Foxtel...

Get the hell over it. Its only TV. Sure you spend $$$ but you will get a refund for the time you havent had tv...

foxtel Anonymous -- 11/03/08

I work for foxtel's inbound call centre. I have read all the comments and SOME of people's concearns are quite understandable. I however am on the recieving end of all this and am ready to jump off a bridge !! I don't see the point in all these people complaining on a thing like this. If you all feel so strongly put pen to paper ..... SNAIL MAIL ??? OMG ! who has heard of such a thing ??? Imagine if foxtel has millions and millions of complaint letters arrive ?? They would have to be delivered by truck !! They would have to employ more people to open and respond, thus creating more employment !!! in turn creating a better economy !! (wishful thinking about the economy) I see that you are all paying for a service that is not up to standard at the moment and one would expect better ....but give us poor plebs a break we are doing it really tough at the moment take it out on the management via mail complaints. All your concearns will have to be addressed. As for refunds and credits customers will definatey be compensated for whatever over charge or loss of service that may have occured. they have not deleted or lost any accounts old or new for that matter. Foxtel could have handled this migration alot better and should have tried to "break the system" before they went live but they didn't. We as customer service people do a great job and genuinely care about people, we would not be in a job like this otherwise. When you call and get through please be nice, your call will be handled in a much more friendly fashion and you will get what you want or need without the aggravation. singned , stressed out to the max !!

Can't get a technician for 3 weeks Anonymous -- 12/03/08 (in reply to #320097111)

Our foxtel went caput on Friday 7am...They blame Telstra "outage" in our suburb but phone and computer are fine.For a technician to check it out it will be a 3 week wait.....Surely this is proposterous!!!!!
How do you get to talk to management of this Company???

can't get a technician for 3 weeks Anonymous -- 12/03/08 (in reply to #320097133)

Hi, I work for foxtel and the problem that you have IS network related to fibre optic cables that belong to telstra and they WILL fix them way before the 3 weeks is up within days in fact and it is quite possible that you have service right now. If not I am sure that your outage will be resolved in a day or so which will result in the need to cancell the call out alltogether. The trouble with network outages is that EVERYONE calls and wants a tech on site which causes a backlog which is resolved in a matter of days because all of the people call back to cancell their appointments, thus freeing up techs to fix all the non network related problems. I hope this helps !!

Re: Cant get tecnician for 3 weeks Anonymous -- 12/03/08 (in reply to #320097157)

..Theres nothing wrong with any of our neighbour's foxtel..or others that we know in our suburb...and it is annoying when foxtel will not listen thus the need to talk to a SUPERVISOR or MANAGENT!!

Re: Cant get tecnician for 3 weeks Anonymous -- 12/03/08 (in reply to #320097169)

Seems my box is caput//.....according to the latest call centre operator as it gives same signals with and without the smart card...Its got nothing to do with an 'OUTAGE' So how long do i have to wait??? STILL 3 weeks....maybe I should just cancel the bloody thing and see what happens then!! My friend just did that and rang to say someone will be at her door in 2 days as she is a valued customer!! same suburb!! and he cant pop past here?? Maybe I'm not a valued customer!

caput box - are you a valued customer ? Anonymous -- 12/03/08 (in reply to #320097174)

Okay so you have a dead box..... Like I said, once all the appointments have been cancelled for those in your area that had outages ( your area not just your street) Then more appointments will become available !! As for your friend being a valued customer ?? Of course she is just like you !! No one gets treated better than anyone else at foxtel not even those who work in the industry ie tv personalites call all the time and have to wait in a que just like everyone else. I would suggest that you call back (late at night or early morning) to avoid the que or being hung up on due to the phone systems being jammed by over a million people trying to call all at once just to add sport or movies to their packages. I would also suggest that you be really extra nice to the person who takes your call because he/she has been working around the clock spending precious time that is usualy allocated to family and other commitments just so that people like you can have a service that is a luxury and not a nesescity. The guys there are doing the absolute best they can with what they have.

Smartcard Speaking from the job -- 13/03/08 (in reply to #320097174)

Never remove your smartcard, it does not make a difference to signal. MSG f106- no signal is exactly that.... You'll only damage it or make things worse. You should never remove it unless requested to by an operator

Foxtel stressful workplace Anonymous -- 08/04/08 (in reply to #320097111)

Since the introduction of the new system stress has been unbearable. Now Foxtel Management are trying to get rid of the last OH&S Rep with the guts to fight for the right for a safe workplace without harassmnet and bullying by Management.
Workers have understandably lost faith in Management

Foxtel bully union Rep's stop union delegates harassment -- 16/10/08 (in reply to #320099365)

I heard Foxtel have now destroyed the union and are outsourcing call centre operations to India.
Time to disconnect and support the ASUunion officials Mick Kaufman and Robyn Wellington who have been so badly treated by the appalling Management led by Kim Williams in Sydney (they eventually were bullied into resignation)

ever heard of training? Anonymous -- 12/03/08

it seems training was not really part of the system changeover...hmmm...or was that user testing...

training for the new foxtel system Anonymous -- 12/03/08 (in reply to #320097170)

Training went on for months with dummy accounts, but nothing could have prepared foxtel for the amount of problems that they have had... really it's only a few problems but quite a few people have been effected.

direct debit any amount?? with out notification yeah thats fair Anonymous -- 20/03/08

i am very upset and dissapointed in foxtel . in december i was advised my direct debit amount would be about $20 ( due to credits done regarding complaints ) however on due date they took $157.80- without notification - the account that it ( used to come from ) was a debit visa- i copped a fee from the bank and foxtel wouldnt even give me half back . i had great trouble in getting through and it seems as if they didnt care at all . i am not the account holder and would like to have been told how much they were going to take - then i could have had the funds there all ok .. however - when reading the fine print they can debit ANY AMOUNT without notifying the account holder, or financial holder. to this day i am still waiting for written verification of the amount $157.80- which i have asked for multiple times..even after 2 faxes all i get is excuses from the CSR's- i also work in a call centre and have done for the last 9 years, so i feel its a **** poor excuse .. i have now cancelled direct debit with foxtel and will never ever allow them access to my accounts again .. its been 3 months and i am still very very distressed that they just dont care.. BEWARE and CHECK your direct debit amount every month .. as for the ads we pay for - that is disgusting we are getting less viewing time for shows and more advertising and pricing increases - and i can tell you i tell everyone now - most of my family and friends have now cancelled direct debit..

Phantom Billing for Box Office Anonymous -- 27/03/08

Check your statements for Box Office movies that you haven't ordered. Foxtel say it can't happen..well 1 in Feb and 1 in Mar and no call from this household..hmmm

Doesn't Happen Anonymous -- 29/03/08 (in reply to #320098734)

I've been with Foxtel for a long time now... and a few times a day we get this same complaint... but upon requesting the customer check with the housemate/spouse/children.... 99/100 it is them who ordered it... and the other 1/100 times... they are from previous bill periods because you unplug your phone cable or are on the phone when we try to download the charges

Ahhh!!! Anonymous -- 06/04/08

It's so annoying when we order a box office movie on the phone the stupid robot isnt helpful at all! The faq and userguide at the website sucks! And the reminder ticket saying the program started at such and such time wont go away and we ordered the movie! It's REALLY FRUSTRATING! AHHHH

Computers still down Danielle -- 21/04/08

So much for the problems being fixed. It's now at least 8 weeks since the new system was implemented and their computer system is still down today. I've tried twice to ring and both times didn't get anywhere. All I want to do is to pay my bill and order a new set top box. ARRRRGGGGGHHHH

Disbeliefe Anonymous -- 22/04/08

My stupidity, bill didn't get paid, got cut off, my fault. Paid this morning, but told I will not get my service back until next tuesday, today is tuesday 22nd April. What the hell is going on? they just told me the system is down and not expected to be up before next week

Silly Foxtel Jonathan Swift -- 28/04/08

I have read that Foxtel is having a hard time with the new system and are hiring more people to cope with the problems but HEY I want to work at Foxtel and have had over 15 years of retail, management and cutomer service experience and I NEVER get an interview or a call???
If they really wanted to help their customers they would hire people who know what they are doing not the 17 yr old I talked to this morning who couldn't even tell me whether or not I will be charged for my Satallite connection with the 'free installation' package they are offering atm????

Bloody Foxtel Kennen / Viva kennenhater -- 29/04/08

All of these problems are because Foxtel are fuckwits and have no idea on how to test a system before its implemented.

Thank that big bald **** Kim Williams. Write him a letter and complain, tell them they can stick the service up their ****

Seriously, its a joke for such a large company to make suck a dumb fkn mistake!

Foxtel Bully Union Delegates bullied ex foxtel -- 16/10/08 (in reply to #320100590)

Better still send Mr Williams an email to explain why and ask him why he has allowed his Management to bully and harass union delegates like Mr Kaufman and Ms Wellington who have tried to help:
kim.williams@foxtel.com.au
or
http://www.foxtel.com.au/customeradvocacydetails.aspx

Foxtel bully Union Delegates Disgusted -- 30/10/08 (in reply to #320114296)

Yes it is true. Both Delegates were forced out to other jobs and one is suffering depression but is taking on these bullies in the Courts.
Get angry and tell these thugs your opinions:-
kim.williams@foxtel.com.au
or
http://www.foxtel.com.au/customeradvocacydetails.aspx

Teething problems??? Anonymous -- 14/05/08

"We have been experiencing some teething problems since changing over our customer service system," said a Foxtel spokesperson today.

Teething problems? Is that what you call it when you have a service provisioning system that doesn't interface with your billing system? And your new billing system won't interface with Telstra's new billing system, and even though you know this you still run a sales campaign that offers discounts to customers who get their Foxtel billed through Telstra? I guess that bit is Telstra's fault, but overall - what a massive f*** up. And there's no going back, it's not like they can switch back to their old systems until they fix everything up, that would cause even bigger nightmares. I'm giving up hassling them for now. There's no point. I just hope for their sake that they offer some serious sweeteners to placate the hundreds of angry customers who are suffering through months of being incorrectly billed, and all the staff who are being overworked, abused and seriously underappreciated by their idiot employers.

Foxtel told me to go to the ACCC Anonymous -- 11/06/08

So i've been having similair issues where FOXTEL took money out of my account twice when we did not owe them money, leaving us with a massiv $55 left to last 6 days. When I asked for it back by sending a fax to st george asking to reverse the funds off the credit card i was told they wouldn't. they would send a cheque which could take 8 weeks and if i had a problem then take it up with the ACCC... So I advise you do the same - here is think number, just call and tell them your issue. The ACCC (1300 302 502) where interested in hearing... so was the office of fair traiding (133220) or lodge an online compaint here ( http://www.fairtrading.nsw.gov.au/icms-public/complaint/registration/newComplaint.sjsp?complaintType=general ). It's worth the time, maybe then we'll get some action out of these muppets

Not working after three months Anonymous -- 23/06/08

I have made a dozen calls, repeating my story every time. Foxtel staff promised to solve my problem or call back; never did. I still cannot get FBO because of some computer problem and I cannot even cancel my account. The whole situation is torturing.

6 months and still getting overcharged Anonymous -- 22/08/08

yup... it's been 6 months now and I'm still getting overcharged by $40 a month. No, they're not giving me platinum package for free: they're charging me for the platinum package and I'm only signed up for the basic plus a coupla extras. They won't even put the credits on my account any more. How is this something I am supposed to be "understanding" about. Trust me, if it was happening to you, you'd be pretty pissed too. I spend an hour on the phone every month asking for my bill to be credited the difference, and with good humour too. I used to work in customer service (faults) for Telstra, so i know it doesn't take much to be a decently-mannered customer. But I've given up now that the credits no longer appear on my bill. Anyone got any ideas? I've written to the telecommunications ombudsman and it's a level 2 complaint given that they've been unable to resolve it after 6 months. Fingers crossed...

6 months and still getting overcharged Anonymous -- 23/08/08 (in reply to #320110350)

when did you change your package? the old system is still in place for this type of thing if previous to March. When you ring billings ask them to check what components are on your account, this will determine what you are getting billed for, then ask them to check out any pending orders, as these could be stuck in the system, hence why you have not been downgraded. If no pending orders are still "OPEN" ask them to look at all orders in system to find when the downgrade was done. I work for foxtel and give 100% to my customers as i to am a consumer

success (sort of) at last!!!! Anonymous -- 04/11/08 (in reply to #320110398)

hey it's taken 9 months (i could've had a baby in that time) but I have FINALLY been promised a refund of the several hundred dollars I've been overcharged. I'm still not getting billed for the right package the bill shows an instant reversal for the difference so it's at least half a win. they say they still can't fix it fully. Now to hold my breath waiting for the credit to be applied to my account...

now i know why they have been utterly useless Anonymous -- 03/12/08

Good to see that i am not allone in the annoyance by Foxtel - I tryed to get IQ when moving house and found that 1) the system didn't recognise the house (with existing Foxtel) and then 2) the system says that IQ isn't available in the block. The Tecky arrived and told us that 4/8 of the units had IQ but genuinely he couldn't do it as he had only a standard box with him. Eventually got the tecky back at our own cost and an install cost and we are now IQ ready.... but foxtel wouldn't turn on the card..... Foxtel won't return calls with info - the Customer advocate won't respond ... I tryed getting a email from foxtel to pass on to the Real estate to get the "required upgrade" which isn't required as the building is IQ ready. they can't send emails or faxes or basicly pass information other than verbally. appeartentlty Foxtel isn't responcible to a ombudsman either... All I want is multiroom IQ2 ... is that too much to ask to want the best package available. My flatmate was offered it all when he cancelled his connection in his previous house... thus we had foxtel saying they could do it all and then once you book the install they say they can't do it - that is after the tecky arrives at a $100 cost..... the easiest way will be to cancell which will happen after hundreds of $ going down the drain ...

Useless and bully boys Foxtel Disgusted -- 01/03/09 (in reply to #320117855)

Sorry to say it may get worse. FoxHell have outsourced to India after they destroyed the Union and the work of their Rep's to keep jobs in australia. News Corp and Telstra dominate the company. The previous Rep's Wellington and Kaufman were harrassed and forced to leave (watch for a court case live on TV soon). Change to Select TV or Optus. Don't support such an anti social and anti australian company like Foxtel and it's Managers who no doubt keep getting pay rises for getting rid of Australian jobs.