Foxtel hit with 'technical difficulties' after billing change

Pay TV network Foxtel has left subscribers hanging on the telephone after it was hit by technical difficulties resulting from a migration to a new customer records keeping and access system.

Pay TV network Foxtel has left subscribers hanging on the telephone after it was hit by technical difficulties resulting from a migration to a new customer records keeping and access system.

Troubles for the pay television network came to a head yesterday as problems with its recently updated billing system have led to a large amount of customer enquiries and complaints regarding technical difficulties related to the change.

A Foxtel subscriber told ZDNet.com.au yesterday that the company's customer service line "was so backed up with calls that they're basically not available to help" and a lengthy caller queue was pre-empted by a recorded message telling customers that service staff had a substantial backlog of enquiries and systems problems to rectify and as such could only take "urgent" calls.

"We have been experiencing some teething problems since changing over our customer service system," said a Foxtel spokesperson today.

The spokesperson said there had been some reports that the company had lost some customer records in the change over process, but denied any such glitch.

"As far as any customer records being wiped from the system that absolutely has not occurred," said the spokesperson.

Speaking yesterday at Telstra's half yearly results announcement -- Foxtel is half owned by the carrier -- CEO Sol Trujillo said he wasn't aware of the matter.

"I don't have the knowledge, I've been busy here this morning and I'm not aware of this issue," Trujillo said.

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