It's not just you. Foxtel's service is maddening. And it's not just a feeling, their Trustpilot score is a dismal 1.2 stars from over 4,000 reviews, with a staggering 93% of them being 1-star. People are fed up. Common complaints constantly flag issues with their terrible customer service and those surprise incorrect billing amounts that just appear on your statement. If you're done trying to get through to them, you're in the right place. Official site: Visit Foxtel
Best ways to complain to Foxtel
Trying to get a straight answer from Foxtel can feel impossible. Here’s a breakdown of the best ways to reach them, though 'best' is a relative term here.
| Contact Method | Details & Availability | Why use this instead... |
|---|---|---|
| Phone | 131 999 (Daily, 8am-midnight AEST) | For urgent issues like service outages or major billing errors where you need to speak to a person, even if it means a long wait. |
| Live Chat | Via their website (Mon-Fri, 9am-7pm AEST) | Good for technical support or account questions when you can't be on the phone. Be prepared for scripted answers. |
| Social Media | Foxtel on Facebook | Use this for public complaints. They respond faster when their reputation is on the line, but usually just to move you to a private channel. |
| Online Community | Foxtel Community Forum | A decent place to see if other users have solved your problem already, saving you a call. Foxtel staff sometimes monitor it. |
⏱️ Estimated Response Times from Foxtel After Complaining
Immediate to 48 hours, but honestly, it often feels longer.
| Method | Expected Wait Time |
|---|---|
| Phone | 30 minutes - 2 hours (Good luck) |
| 24 - 72 hours (If they reply at all) | |
| Live Chat | 5 - 45 minutes |
| Social Media | 1 - 8 hours |
🔍 Tips to Get a Quicker Response from a Complaint
- Call them the minute their lines open (usually 8 or 9 AM AEST) before the queues build up.
- Have your account number, full name, and address ready. Don't make them wait for you.
- Use the exact keywords from your bill or their website, like 'billing dispute' or 'technical fault with iQ4 box'.
How to Escalate Your Complaint
If Foxtel is ignoring you or gives you a resolution you don't agree with, it's time to escalate. Your first step is to make sure you have a complaint reference number from Foxtel. You'll need it.
Your main option is the Telecommunications Industry Ombudsman (TIO). Think of it as the FCC for Australian telecom companies. It's a free and independent service that forces Foxtel to deal with your complaint. You have to give Foxtel a chance to resolve it first, so don't go to the TIO on day one. The TIO works, but prepare to wait. Foxtel usually gets in touch pretty quickly once the TIO makes contact, because they get charged a fee for every complaint that reaches that stage.
Email Template to Complain to Foxtel
Subject: Formal Complaint: Unresolved Issue with Account [[Account #]]
To Whom It May Concern,
I am writing again because my issue with [[briefly describe issue, e.g., an incorrect charge]] remains unresolved, despite my call on [[Date]].
My account was incorrectly billed for [[$Amount]] for a service I did not authorize. Frankly, the amount of time I've had to spend chasing this down is incredibly frustrating. I have attached a screenshot of the bill for your reference.
To fix this, I require a full credit of [[$Amount]] to my account and written confirmation that the issue has been corrected and will not reoccur.
If I do not receive a response and confirmation of the credit within 48 hours, my next step will be to escalate this matter to the Telecommunications Industry Ombudsman (TIO).
Thank you for your prompt attention to this.
[[Your Name]]
Additional Helpful Tips to get Your Complaint Resolved
- Ask for the 'Australian-based team'. Some users on forums report that if you get an overseas call center, you can request to be transferred to a local team who may have more power to resolve issues.
- Mention the TIO. Casually dropping 'I guess my next step is the TIO' during a call can sometimes magically unlock a supervisor's availability.
- Keep a log. Note the date, time, who you spoke to, and what they said. If you have to escalate, this log is your proof that you tried to resolve it with them first.
Let Pine AI Help Raise the Complaint to Foxtel
Tired of the hold music? Sick of explaining your billing error for the third time to a new support agent? Sound familiar? Let Pine AI handle it. We navigate their frustrating phone trees and automated chat bots to get your complaint filed. No more wasting your lunch break listening to a recording of 'your call is important to us'. No joke. We take on the tedious follow-up and persistent pushback so you don't have to. It's like having a personal assistant whose only job is to deal with companies that make things difficult.
Frequently Asked Questions about Foxtel Complaint Filing
What if Foxtel doesn't reply?
Can I escalate my complaint legally?
Are there lots of people leaving Foxtel?
Is this the right phone number to contact Foxtel?
What's the easiest way to cancel a subscription with Foxtel?
Other ways that I can contact the Foxtel?
Why is my bill so high all of a sudden?
Olivia Harper
Content Manager
Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.
