Television - Company unable to provide a service
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If you sign up to a contract, you should expect the service you’re paying for to be delivered as described. If it isn’t, you may have the right to leave your contract without a penalty.
Any service should be delivered as promised in any advertising or sales materials. If it isn’t, your provider may be in breach of your contract.
Contact your television provider to discuss the matter with them. They should be able to resolve the matter for you.
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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