Foxtel admits errors as subscribers vent over movie changes

Foxtel today admitted thousands of customers were upset by its changes to its movie channel platforms with a spokesman saying there had been a lack of effective communication to explain the new set up.

But the subscription TV network was determined to stick with the changes, which saw 15 movie channels cut to 11 without a price drop for the premium channels.

“There has been a fair bit of customer response at our call centre and we are trying to deal with a lot of complaints from people who are unhappy with the changes,” Foxtel corporate affairs spokesman Bruce Meagher told Mumbrella today.

“The data we are getting from customers is confusion – once the changes are explained most of them are satisfied, but there are others who aren’t.

“You have to anticipate people will be upset when you make changes, and while we have had an extensive on air and social media campaign explaining what was happening, we admit some customers were not as informed as they should have been.”

The changes began on January 1 when Foxtel took management of the movie channels away from mainstream studios such as 20th Century Fox, Warner Brothers and Universal.

Negotiations are continuing with Disney to supply Foxtel with its movies, but Meagher said the broadcaster was confident agreements would be reached.

foxtel angryFoxtel’s Facebook page has been inundated with complaints from subscribers who feel ripped off after losing four channel with no change in price. A post from Foxtel telling customers it understood they were “disappointed” has generated more than 1000 angry comments.

“Do you mean the ads that made it look like we were getting extra channels and we were getting a better deal?,” one viewer wrote today.

“But they obviously don’t like what my comment says they keep deleting it!”

Subscriber Jarrod Donkin said he was cutting the channels, writing “they are taking us backward in time to line their pockets, well not with my money!”

Two of the now 11 channels are on two hour time delay, compared to four of 15 previously.

The movie channels are now identified by genre, and not studios or distributors as they were before January 1.




Sign up to our free daily update to get the latest in media and marketing