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james-585
Level 2: Rookie

Foxtel Now - redeemed can't login

Hi,
I recently moved to an NBN bundle with 24 months Foxtel Now. I redeemed the offer and signed up using the same login as my old foxtel login. The offer has been redeemed, but I get error AS4037 when I try to login to Foxtel Now.

Can someone tell me how to get this working.

Thanks.

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13 REPLIES
Level 24: Supreme Being
Level 24: Supreme Being

Re: Foxtel Now - redeemed can't login

Foxtel's system isn't particularly smart and while it will allow you to sign up for Foxtel Now using an email that was already used for Foxtel, it doesn't actually allow you to watch Foxtel Now using the same email address that was used for a Foxtel subscription.

You need to give Foxtel a call on 131999 to find out if they can resolve the problem easily. While you're doing that, you should also complain to them about the system that allows it to occur in the first place.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
james-585
Level 2: Rookie

Re: Foxtel Now - redeemed can't login

Head's up for anyone with this problem -

I spent 2 1/2 hours bouncing between Telstra and Foxtel reps for no result. Foxtel Now get what the problem is but push you back to Telstra to get it sorted, Telstra have no idea what you are talking about and try to get you through the redeem process, which you've already completed.

Ended up with some Telstra rep submitting a report to 'back of house'.

I literally want to set myself on fire.


Support Team
Support Team

Re: Foxtel Now - redeemed can't login

Hi @james-585 I'm sorry to hear that you're having troubles there. I can advise that when redeeming the Foxtel Now offer you will be you'll need to use a different email address than your Foxtel from Telstra (Foxtel’s App) credentials when signing up. Please try registering a different email address and see how you go. 

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Allyx
Level 1: Cadet

Re: Foxtel Now - redeemed can't login

was this resolved? I have been battling with Telstra for the same offer that I redeemed and cannot access Foxtel now and have bounced between both Telstra and Foxtel for one week. All I want is for them to cancel the redemption and then to redeem again so it can work.
james-585
Level 2: Rookie

Re: Foxtel Now - redeemed can't login

No resolution, they haven't called me in regards to the report that was raised yet.
You have the same idea as me - cancel the redemption. My next option is to cancel the entire bundle.

Will update when I hear anything.
james-585
Level 2: Rookie

Re: Foxtel Now - redeemed can't login

Thanks for the suggestion, the problem is that the offer has been redeemed using the same credentials, as was signing up to foxtel now. So I'm past the point of being able to try a different email address. Telstra simply needs to reset the offer for my account so that I can redeem using an email that isn't associated with Foxtel.

Ridiculous that this was even possible to occur in the first place.
Support Team
Support Team

Re: Foxtel Now - redeemed can't login

Hi @Allyx and @james-585,

 

I'm sorry to hear you've both had so much trouble getting your Foxtel Now offer setup. This sounds like something that may be best handled by our formal complaints process, which we have more information on here:

 

https://tel.st/q6vf4

 

That way we can get a case manager assigned to you to follow this through until it is resolved.

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james-585
Level 2: Rookie

Re: Foxtel Now - redeemed can't login

Just a quick update, still no solution to this one. I'm been working through a case manager from Telstra for about 2 weeks, Today I've come full circle in terms of Foxtel telling me that this is a Telstra problem. To anyone else with this issue, strap in and remember to breathe deeply, you're going to want to punch a wall or two.
Support Team
Support Team

Re: Foxtel Now - redeemed can't login

I'm sorry to hear this issue is not resolved for you @james-585 but it is good to hear that the case manager has been working with you on this. 

 

They should be keeping you updated along the way but if you do need us to follow up with them to request contact on your behalf, please let us know.

 

If you need us to do this, please include the complaint reference number (SR 1-XXXXXXXXXXXXX) in your reply.

 

We appreciate your patience & apologise for any inconvenience in the meantime.

____________________

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MDW
Level 1: Cadet

Re: Foxtel Now - redeemed can't login

I have a similar issue where I wanted to remove a bundle I had addded tone redeemed foxtel now subscription. Was just to hard and telstra rep recontracted me to a  better bundle to fix the foxtel issue. That’s all sorted but not I can’t get the foxtel now bundle the offered (pop and lifestyle) many hours on the phone to Telstra, bounded back to foxtel now and back again, seems like a similar story. Have now been told it may take 2 billing cycles to fix!! 2 months to fix what a joke, I think it’s a stalling tactic to put me off.

pathetic service making offers they cannot deliver on. 

Support Team
Support Team

Re: Foxtel Now - redeemed can't login

Hi @MDW 

 

Sorry to hear this. 

 

When you spoke with our team what has been advised in regarding this issue? 

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MDW
Level 1: Cadet

Re: Foxtel Now - redeemed can't login

I was told to wait for 2 billing cycles (2 months) for the current account to be cancelled, and then I could redeem again to get the correct offer. I have an INT number if that would help resolve under 2 months
Support Team
Support Team

Re: Foxtel Now - redeemed can't login

Thanks for letting me know @MDW

 

Regrettably, I'm unable to securely ID you over social media and don't have access to your account. I recommend lodging an official complaint with our complaints team via the secure form at https://tel.st/ud3hg.

 

This will allow us to have a specialised case manager assigned for this to be investigated and resolved further. This will allow you to have the one contact point until this is resolved fully for you. Please allow up to 3-5 business days for a case manager to be in touch.

 

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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