Television - Refund issue

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Based on resolver’s experience to date, cancelling television services can save you a considerable amount of money each month. Contact your provider who will be able to advise you as you may have to give notice that you wish to cancel. Check the terms of your services carefully as you may have signed up for a minimum term, which will mean that you save no money by cancelling. You may also be subject to an administrative fee for amending your package.

If you are unhappy with your TV provider’s service (e.g. if you feel that the minimum term is unfair or misleading), you should contact their customer services department and write giving clear details of your case - such as what happened, when, and why you are complaining. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to. You should ask that any fees are waived, and any minimum period be cancelled in order to retain your custom.

If you are unhappy with your previous provider’s customer service response, you can either contact Ofcom – the telecommunications industry regulator - or ask the Ombudsman look into it on your behalf. This will be particularly important if you feel that your contract was misleading or unfair on the topic of cancellations, fees and minimum terms.

It can be frustrating when you have problems cancelling television services.

resolver can help you resolve any issue arising for free, quickly and without hassle. As a first step we can assist you in writing your letter of concern. You can click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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