Foxtel denies rushing out iQ3 because of Netflix despite 2,000 shipped boxes need upgrades
Pay-TV operator Foxtel has admitted around 2,000 of its new iQ3 set top boxes which have already been shipped to customers need software updates to operate properly after a flurry of complaints from people who have paid up to $150 for them.
Foxtel’s online support forum has seen customers reporting a multitude of problems including the iQ3 randomly resetting itself, recordings disappearing, content being shown on the wrong channel, remotes not working, device lags, audio and signal failures as well as complete breakdowns, just a week after the next generation device was launched.
Mike Ivanchenko, director of product at Foxtel, admitted there had been “teething problems” due to problems with its processes, but denied the new boxes had been rushed out to counter the threat of streaming service Netflix to the pay-TV operator’s subscriber base.
“We had teething problems for the first few days where they weren’t properly being activated so that some features weren’t turned on or a good number were left on old software,” said Ivanchenko. “That resulted in those customers getting a less than satisfactory experience and they were rightfully vocal.”
I’m using one and its one of the worst pieces of hardware I’ve ever used. The interface looks great, but it simply doesn’t work well at all. Slow to load, slow to respond, multiple button presses to achieve simple tasks. The new Bluetooth remote induces RSI trying to change channels.
To suggest the hardware issues are minor is disingenuous. The IQ3 disables two HDMI standards causing problems with other connected devices. One is a HDMI standard called CEC, labelled by manufacturers as Bravia Sync (Sony) and AnyNet (Samsung) meaning devices won’t turn on or off correctly. And another that IQ3 interrupts called ARC which returns audio from all devices back to the TV meaning no sound on any device (PlayStation, Apple TV). Unplugging the Foxtel box solves all these issues. You have to wonder if they fully tested it when basic issues like this are found.
Bugs like this aside, one decision I simply don’t understand is why Foxtel have made Catchup and Anytime programming only available in Standard Definition!
If you value your expensive large screen TV, you’ll go to Stan or Netflix to get HD and UHD content. To suggest this is some high end streaming video recorder is hilarious. A $99 Roku or WD Live unit has better functionality.
So if we take Foxtel at face value and they did NOT rush this out without proper testing – then what they are publicly saying is their own quality control / hardware testing procedures are rooted, as they have failed to pick up a common problem affecting at least 2000 new boxes
Those faults with the new IQ3 box sound like the ones we’ve had with our Austar box for years, so nothing new there!
What Foxtel needs to do is run out firmware to these boxes that correct the useability problems associated with the remote control, HDMI-CEC and HDMI-ARC functions. It shouldn’t really be about having to have the cable guy come around to swap out the boxes.
The firmware updates can also be about offering extra functionality.
Already sent mine back. My 2 year old Fetch TV box + Netflix subscription is miles ahead of this – i’m surprised people still think Foxtel is the be all and end all.
Foxtel have terrible customer service
They just dont care.
Try and find an email address on theuir website for suggestions or complaints.
I have never been happier since cancelling Foxtel – I never heard from them for 10 years as a customer, but when I requested disconnection was bombarded with calls from “customer service” Loving the much cheaper Netflix.