Television - Package downgrade problem
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It should be easy to downgrade your services, although it will depend whether you are tied into a contract. If this is the case you will need to pay an early termination fee, unless your service provider considers your new services to be an equal-value alternative. If you are are not in a fixed-contract period then you may need to give sufficient notice to change, normally 28 days. The period of notice required will be set out in your contract of services.
Contact your supplier who will be able to advise you regarding whether you must give notice that you wish to downgrade. If you are unhappy with your provider’s service, you should contact their customer services department and give clear details of your case - such as what happened, when, and why you are complaining - or phone using the resolver app.
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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