Had an issue with

Foxtel

? Get a real response.

1. Live Chat (Fastest Method)
The quickest way to get your issue handled is via Foxtel Live Chat. It’s available 8am–8pm, Monday to Friday (AEST). Head to Foxtel’s official site and click the Live Chat option. You’ll connect directly with an agent who can take your complaint and respond in real time. You can also save a copy of the chat transcript for your records.

2. Phone Complaint (131 999)
Call Foxtel Support on 131 999 between 9am–6pm (Mon–Fri) to make a complaint by phone. Tell the operator you wish to lodge a formal complaint and they’ll transfer you to the right team. You’ll receive a reference number immediately, so keep it safe for future follow-ups.

3. Online Complaint Form / Email
Foxtel’s official online complaint form is located on their Complaint Handling Process page. Complete the form with your details and the issue description. Once submitted, it automatically sends your complaint to Foxtel’s complaints team. You’ll receive an acknowledgement email with a reference number right away. (Note: Check your spam folder for the confirmation email.)

4. Mail (Postal Complaint)
If you prefer to write, send your complaint to:
‍
Customer Resolutions Team PO Box 649, Collins Street West, VIC 8007
‍
Foxtel will acknowledge receipt within 2 business days. Include your account number, contact details, and a clear summary of the issue.

5. Accessibility (National Relay Service)
For customers with hearing or speech impairments, you can make your complaint via the National Relay Service (NRS). Ask the relay officer to connect you with Foxtel on 131 999 or assist you via chat.

6. In-Person Complaints
Foxtel doesn’t have retail service locations, so use the digital or phone options above to ensure your complaint is officially logged and tracked.

Quick Summary:
Start with Live Chat or phone for same-day acknowledgment. Provide your details, explain your issue, and record your reference number — this is key to tracking progress.

Acknowledgement & Reference Number
Foxtel immediately acknowledges online or phone complaints and gives you a reference number. Postal complaints are acknowledged within 2 business days.

Classification of Your Complaint
Your complaint is categorised internally (e.g., billing, service fault, content issue), so the right specialist team handles it efficiently.

First-Contact Resolution
Foxtel aims to fix simple problems on the spot — like account adjustments or signal resets. Many issues are resolved during your initial contact.

Internal Escalation (If Needed)
If your complaint can’t be fixed immediately, it’s escalated to a case manager or specialist team for deeper investigation. You’ll be informed of this step and why it’s necessary.

Updates & Tracking
Foxtel keeps you updated on progress via calls or emails. You can also contact them anytime using your reference number to check the complaint’s status.

Resolution Timeframes

• Standard complaints: resolved within 10 business days.
  
  
• Urgent complaints: resolved within 2 working days.
  Urgent cases include financial hardship or incorrect disconnection. Always flag these early.
  
  

Delays & Transparency
If delays occur, Foxtel must notify you, explain the reason, and give a new expected resolution date. They’ll also remind you of your right to contact the Telecommunications Industry Ombudsman (TIO) if you prefer external help.

Resolution & Closure
You’ll receive Foxtel’s proposed resolution — such as a fix, credit, or explanation. They won’t close the complaint until you agree the issue is resolved. Once you accept, Foxtel implements the solution within 10 working days (or 2 days for urgent cases) and can send written confirmation within 5 days if you request it.

Assurance: Foxtel will not disconnect or penalise you for making a complaint. Your service remains active during the resolution process.

1. Technical Problems with Equipment or Streaming
Common issues include malfunctioning Foxtel iQ boxes, app crashes, or streaming interruptions. If troubleshooting doesn’t help, Foxtel can arrange equipment replacement or technician visits. Don’t delay reporting persistent faults — it’s a known issue area that can be fixed quickly once logged.

2. Billing Errors & Account Disputes
Customers often report overcharging or continued billing after cancellation. Foxtel aims to correct billing issues by the next billing cycle. Keep all receipts and request written confirmation for cancellations or credits. If billing errors persist, ask for the Customer Resolutions Team or a manager review.

3. Content or Value Complaints
Many users express frustration about repeated shows or price increases without added value. If you feel the same, call to discuss options — Foxtel often provides loyalty discounts or restructured packages to retain customers.

4. Customer Service Concerns
Customers sometimes cite long hold times or difficult communication. Use Live Chat if phone service is slow. Always note the agent’s name and your reference number for accountability.

5. Cancellation Issues
Cancellations must be made via phone. Always get a confirmation email or reference number and keep tracking for returned equipment. If billing continues after cancellation, escalate with proof, it’s a fixable admin issue.

Knowing these patterns helps you describe your complaint effectively, and often speeds up the fix.