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New Contributor mbingu
New Contributor

It started with a request for a new Fetch TV remote... exposed a systemic level of terrible service

I called 1 month ago to order a new Fetch TV remote. I was told my Fetch TV Box needed upgrading to the new model, but that I had to order a new Remote as well as the new Fetch TV Box. I said that its very likely the new box would come with its own remote... I was assured this was not the case. 5 days later I receive 2 parcels... 1 new remote and 1 Fetch TV Box with its own remote. $15 charge for the new remote!! That's problem Number 1. So now I have this shiny new box with 2 remotes. Should be plug-and-play right? no no no no no!!!! Plug it in and just get a "Fetch TV not activated / login failed screen". Contact support through web chat and after a long message chat get referred to a Fetch TV tech. Told the box isn't activated on Optus side. Told to wait 24 hours and it would be working. Wait 4 days, same problem. Go through same process, told the other guy didn't activate the box so wait 24 hours. Wait 2 days, same problem. Go back to contact support and explain the previous process hasn't worked. Get referred to another Fetch TV tech. Told that previous Fetch TV Box was free and the new one will cost me $5 extra / month. I'm like whatever... that's terrible, but I'll deal with that after it's working. So I say go ahead and do whatever you need to do to fix it. Was told I would receive a call within 15 mins and an sms with the activation code. Meantime my dogs want to go for a walk. 30 mins later no call and no sms. Restart the Fetch Box and get critical hardware error.

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Online Community Manager
Online Community Manager

Re: It started with a request for a new Fetch TV remote... exposed a systemic level of terrible service

Hi,
Thank you for raising this issue. Disappointing to hear about your experience.
This is not something that we can assist with here on the forum.
If you have a social media account, please send a PM to Optus on Facebook or a DM on Twitter with the details.
If for some reason it is still not resolved, please follow our complaints process.
Let us know how you go. 


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New Contributor mbingu
New Contributor

Re: It started with a request for a new Fetch TV remote... exposed a systemic level of terrible serv

I have followed the complaints process as well as contacting the Fetch TV team once again. The problem is still unresolved and I have not received the callback that I was told was the next step.

 

If this problem can't be resolved through a combination of Call, Chat, Complaints Process... I'm not holding out much hope for the FB direct message, but lets see how we go.

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Online Community Manager
Online Community Manager

Re: It started with a request for a new Fetch TV remote... exposed a systemic level of terrible serv

Hi, @mbingu. I'd really suggest our social team for this one. They're well across this issue. They'll pop through the reactivation from their end. Once the order has gone through and the activation code has been generated - we'll be able to place an order for a new remote control. Let us know if you decide to come through. I'm happy to give the guys a heads up. 

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