How Do I Get Foxtel to Upgrade Our Box for Free

Bellpop on 26/02/2017 - 09:01
Last edited 26/02/2017 - 11:06 by 1 other user

Hi team,

I've got three Austar boxes from about 20 years ago that are part of the platinum package with Foxtel. The boxes don't even have hdmi ports and the interface looks like something from an Atari.

I called Foxtel to see if they will upgrade the boxes. We don't want to pay anything more. We currently pay $150/month for platinum package and the two additional boxes.

Foxtel said they can't upgrade our boxes for free… which seems a bit rich considering we pay $150 month and have the same Austar boxes from about 1998.

Any suggestions are appreciated.

Thanks :)

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Comments

  • Qroozn on 26/02/2017 - 09:13
    +4

    How much would it cost you to cancel the service and then reconnect again as a new customer?

  • savemore on 26/02/2017 - 09:15

    If you are out of contract and can live without Foxtel for a month or so, then cancel your subscription, return the Austar Boxes and then re-sign up as a new customer with a new contract.

  • Bellpop on 26/02/2017 - 09:15

    Good question. Not sure. That would probably mean reconnecting to a contract. Would also mean losing my longtime subscriber discounts I ask for every year or so where they knock $30 off the bill for 6 months or so.

    SO odd that they insist I continue to use their crappy (very) old Austar satellite boxes…

    • spackbace on 26/02/2017 - 12:47

      Those discounts are offered regardless of whether you're just out of contract or 5yrs out. Normally they rely on you recontracting to get the discount though.

  • Nugs on 26/02/2017 - 09:19

    try the 'I want to speak to your team leader/manager routine' until you get sound reasoning.

  • MITM on 26/02/2017 - 09:23
    +3

    Fry them. Say you had a power surge and need them replaced.

  • thatonethere on 26/02/2017 - 09:35
    +6

    Just put in a cancellation request and the retention offers will come in straight away. You should get what you want.

    Source: two times foxtel canceller

  • [Deactivated] on 26/02/2017 - 09:39
    +1

    Foxtel are within the right to not upgrade you, although they should show more brand loyalty, I will give you a tip, do not get the iq3, it has some very bad laggy interface issues and tends to stuff series linking and randomly deletes shows as well

    Not impressed

    You are a long term customer but I really don't think theyre going to give you 3 boxes for nothing, considering you're out of contract and only paying 150 for 3 boxes on the platinum package, they might upgrade you

    I will be honest with you, the crappy austar boxes you have now whilst they don't probably give you HD crispness, they have lasted this long, not much can be said about their newer boxes

    Suggesting to someone to fry their perfectly good working boxes is stupid and Foxtel may charge you anyway to replace them, your best bet is to possibly speak with someone else in retentions and see what they can offer you, I don't see why they can't change them to iq2 for you but it comes down to the fact you are probably on a grandfathered plan and to change would mean increase in payment / recontract so they make their cash back for the 3 new boxes

    • jimbobaus on 26/02/2017 - 10:35

      new IQ 3 (the Post Jan 2017 version) is very good.. no problems at all.
      Only thing i suggest is asking for an Infrared remote.. the BT one is terrible.

  • Bellpop on 26/02/2017 - 09:45
    +1

    Hmmm yeah solid points.

    I certainly don't need iq3 but would be nice to plug something aside from rca cables into my 4K HDR TV haha

    • AdosHouse on 26/02/2017 - 10:44
      +3

      Funny part is that the Platinum Package doesn't even cost $150/month any more. Currently $137/month.

      Just cancel and reconnect.

  • k-rokfm on 26/02/2017 - 11:00
    +2

    Your $30 discount that you are receiving is still overpriced for what you're paying.

    I have heard of people paging $100 or $90 for platinum with iq3. My suggestion is to ring up the disconnection line and say you are not happy, it's too expensive compared to Netflix and Stan and want to disconnect.

    Let them see what offers they can give you, if you are not happy disconnect. I have heard that the disconnection team will call you a couple of days later and offer you more offers.

    Definitely go for the iq3 imo, I have one and have no issues with it at all. And it has a much better interface than the iq2.

  • Bellpop on 26/02/2017 - 11:31

    For the $150 we get three boxes. So platinum package for $110 (inc sky racing channels) then two additional boxes for $20 each. So total is $150. Then we have each box shared between friends' houses so it's $50 each house in different rooms in our house for a total of $150

  • hell0 on 26/02/2017 - 13:02
    +5

    Bellopop - this will end the thread…

    Phone up cancellations and tell them you want to cancel. The retention team will ask why and you say that you are not getting value and dont want to pay extyra for updating the boxes. Before disconnection they will try and entice you. Don't start with 'I'll cancel if i don't get this', but rather ' I would like to cancel today'… and then wait for them to transfer you to retentions and then when they ask why you will say its because blah blah blah, and TADA! New boxes!

    • Bellpop on 26/02/2017 - 13:07

      Righto. I'm gonna give it a crack tomoz. Thanks gang.

      • Adz81 on 27/02/2017 - 09:42

        Yep, yep, yep.

        I got a free relocation location doing this.

    • trickma on 26/02/2017 - 22:42
      +1

      ^ This works, I do it whenever I want something and they give it to me.

  • boccos on 27/02/2017 - 07:43
    +1

    I sent my IQ3 back and took an IQ2 instead. Voluntarily forfeited my payment of $150 for it. The worst bit of technology I have had in a long time. Spent so much time trying to get it working correctly that after 3 replacements all with the same buit-in problems, it had to go. IQ2 works perfectly.

  • nikhi24 on 27/02/2017 - 07:46

    Yes they do whatever you want and offer one thing after another. Im always serious when I ring up to cancel but when they offer half price for 6 months its hard to say no.

  • chichi on 27/02/2017 - 09:36

    Definitely ring and tell them you are cancelling.

    It's pretty sad that this is what you have to do though. There is absolutely no reward for loyalty.

  • pjcook on 27/02/2017 - 09:42

    Threaten to cancel the service, you will get through to the retnetion team who will bend over backwards for you

  • farknos on 27/02/2017 - 11:56

    first things first, all your existing points in your house or your friends houses will probably only have a single cable. so you will need a site visit from a failtel technician/grunt cabler.
    they will need to replace a bit on the dish (LNB) and run two cables to each outlet, unless your friends houses have two points to the setop box they will need to pay for the extra bits as well but they will be able to skip the failtel tech and just pay a local sparky/cabler.
    they will bump the cost of your package up monthly to about $180 for platinum with 3 hd boxes, far better picture and can record a channel and watch another at the same time.

    you need to try a few calls to the 3rd world call centre that failtel use and see if you can get hold of a staff member that has an interest in retaining a long term customer.
    it is possible to get some discounts, you should be able to avoid the upgrade cost for the boxes, i think you will have to wear some install cost, but as they are doing 3 points at one house and they have a draw wire to each point you should be able to get the install fee down under $100 per point. They will tie you to a new 12 month contract but its only $60 per box/house and the features and better pics are will worth the $10 extra.

    failtel seem more interested in discounting the old IQ2 box and it will do everything you need.

  • Bellpop on 27/02/2017 - 12:30

    Ok update. Got through to disconnections/retwntion. Turns out I have a grandfathered account which is $110/month for platinum. Then $20 for arch box.

    Got them to throw in 3 iq3 boxes for free (recording disabled) and install for free but the platinium price would go up by $7 due to new pricing. This would have been fine, however, I didn't realise they have to do new wiring. We have only one Foxtel sat point in the house since we moved 5 years ago and only needed the existing one point since friends have the other two boxes

    They have suspended my upgrade in the system so I can think about it and don't need to renegotiate.

    The need for an installer to come and put the ports in has kind of foiled my plan.

    Not really sure what to do… sounds like all their newer. Ones all require two wall points which requires new wiring from Foxtel tech which could foil the plan…

    any suggestions?

    • spackbace on 27/02/2017 - 22:39
      +1

      Tell your friends that the freeloading is about to stop?

      • Bellpop on 28/02/2017 - 09:51

        No way. Can't do that to the team!

        • spackbace on 28/02/2017 - 13:02

          Well sucks to be you then

        • Bellpop on 28/02/2017 - 13:58

          @Spackbace: that's some tough love spackbace brother

    • PVA on 27/02/2017 - 22:52

      Tell them you only need one box now and the friends can be honest and pay for an account themselves.

      Stop trying to be crooked.

      • Bellpop on 28/02/2017 - 09:51

        As above… gotta look out for the team

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