Television - Online account issue
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If you're having problems accessing your account, you should contact your service provider via Resolver to let them know.
They should be able to resolve the matter for you. If they can't and you're unable to access the service you're paying for (for an extended period of time) you may be able to leave your contract without a penalty.
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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