Foxtel changing frequency loss of commercial channels

[Hanna1]

On the last weekend of September Foxtel changed the frequency on their network to cater for a multitude of new (useless) channels with a fanfair however what they failed to tell customers was that THOUSANDS of us lost our commercial channels as they lowered their frequency across the network and thus no longer able to provide us with access. We now have had to call in their contactors and each time paying for service calls and taking time off work(I have had 3 visits and finally solved). To add insult to injury, their call center staff are obviously told to tell us that each one of us have a unique problem and they have never heard of it, trust me they have! and they do know about it. This is not the first time Fox "upgrades" their facilities with major stuff ups - start telling us customers what the impact has done and publish it in the media!!!! Fox used to be great at customer service when I first joined in 2000, now I seriously consider cancelling my contract because of their ignorance to customer service.

[jm30]

Do you mean Free To Air channels?

Its not Foxtel's obligation to provide those channels for you, you're paying for a PAY TV service. It was a bonus that SOME people could receive SOME of the FTA channels.

I live in the Hunter Valley and we can only get SBS and ABC. Our decoder doesn't even show the other FTA channels.

I agree it would be handy to have all the channels so you don't need to switch from one input to the TV all the time, but that is the least of my concern with Fox, we watch very little FTA TV anyway.

You're right, Foxtel is garbage now and the CSO's never seem to know whats going on, their best advice is to reset the box for everything, even if you tell them you've already had it re-booted and you've reset it yourself.

[Hanna1]

Well it is part of their programming schedule in Sydney and the information I posted is straight from the contractors that Foxtel use. Changing the frequency also affected some of their own channels (again from the contractors working for Foxtel). If it was not their concern I doubt that they would have trained their satellite contractors to do the cabel contractors work, they were seriously inundated with complaints and still claimed no responsibility . Trust me this was not their finest moment. The issues seem to have been sorted out, at least for those of us that have had Fox come out and "fix" the problem. SHAME ON YOU FOX. BTW to avoid having to pay for a second call as they reboot your box (which you have obviously already done) just make your selection very mumbled or ask for Customer Service, at least you will be able to speak to a person without having to call back, again SHAME ON YOU FOX.

[Dale61]

Hanna1, are you cable or satellite?

We are on satellite, and when FOXTEL introduced the new channels on the 15th Nov, we started to receive Ch7, something we have never been able to do since C7 went belly-up.

We'll find out at the end of the month if it is just part of the introductory service (where EVERYONE gets access to ALL channels for two weeks at no extra cost), but as we also have a digital decoder, if FOXTEL stops the Ch7 feed, it won't matter to us.