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Foxtel database loses customers

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A major upgrade of Foxtel’s customer database is believed to have wiped thousands of profiles and installation information.

Technology website Smarthouse claims consumers calling the Foxtel service hotline are met with a recorded message. The message advises Foxtel now had a backlog of calls and that it would take days to get back to consumers.

A customer service operator told David Richards, Smarthouse Manager, “We have just installed new customer service software and we are having major problems. We seem to have lost several thousand records. I will have to totally re create your profile.”

Richards claims he is still waiting for Foxtel to resolve the issue with him.

“Foxtel executives did not return calls,” he wrote.

Has anyone else had a similar problem with the Foxtel call centre?

Source: Smarthouse

7 Responses

  1. FOXTEL are having trials of there online software at the moment… online services will be available within the next few months if everything goes well. I know this as I am a FOXTEL salesforce/salmat staff member

  2. well, i’ve heard they are 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 fox box, recording and playback features n some competitive technologies. i do see foxtel customer service takes long to get through, 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 a good ol customer.

  3. I hope this new system will allow them to join the 21st century in the form of online accounts.

    Even Telstra had online billing and account enquiries back the late nineties.

    We should be able to book movies, change our packages, view our bills and change our details online, none of this “call our understaffed call centre” business. What is this, 1993?

  4. I tried to contact Foxtel last Monday as I wanted to add the Sports Channel package in time for the Rugby season on Friday. I rang every day and each time got a message “if its not urgent please call back” and then they hung up. If it was urgent how was I to get through if they just hung up. Anyway by Friday I was ringing 5 times a day as the Rugby started Friday night. Eventually got through and no problem althogh the person said it would be cheaper if I had direct debit. I told him I had been doing direct debit since 1995 and he said there was no record of it. I won’t be surprised if I get an overdue account next month.

  5. This is a shame! Foxtel Melbourne were upgrading to a new system called ‘VIVA’, which they were touting as the bee’s knee’s in contact centre software. There were plasmas and posters all around their Moonee Ponds base preparing everyone for the changeover. This is a bit of a hit for their image.

  6. Foxtel database loses customers, HELLO, foxtel is very expensive, repeats alot of shows,and alot commericals. I had American mates over for holiday and was shock how much pay-tv costs. I had PayTV many times. I had Optus, Foxtel and others, I had found nothing changed, I stick to free2air, it is cheaper and cost me nothing. My friends had Foxtel, now is with SelectTV and it is cheaper.

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