Foxtel CEO Patrick Delany has written to subscribers to apologise for long waits at call centres.
Here is his letter:
I want to apologise if you have been trying to call us but have been unable to get through.
Our call centres are very short staffed as a result of restrictions put in place to slow the spread of COVID-19.
For many of you that have tried to call, we simply haven’t been able to answer your calls or made you wait a very long time.
I’m sorry and we are working hard to fix it for you.
1. We are giving priority to customers with service faults. For many Australians we are an essential service – keeping them informed through Sky News Australia, our international news channels or the ABC’s news service.
2. We are prioritising customers facing genuine hardship through our website. We will do all we can to support the many Australians who are facing financial distress.
3. We are asking all other customers not to call at present and allow those in the greatest need to access the limited call centre capacity we have.
4. We are working hard to get our call centres back to capacity by working with other call centre providers and by hiring more call centre staff in Victoria and Queensland.
Fixing this situation is our number one priority and we are working around the clock to get our call centres back up to full strength.
While we do, we would appreciate you delaying your call for the next week to enable us to focus on faults or hardship.
Thank you for your patience, support and loyalty.
Please stay safe, stay positive, and look after one another.
Chief Executive Officer
PS: Please visit the updated support pages on our website for any non-critical enquiries. Online services are available at foxtel.com.au/update.