Television - Incorrect contact details

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Based on resolver’s experience to date, you should contact your TV provider’s billing department to enquire about changing your account name (if you have just got married, for instance). Be aware that some providers may not do this and will request that you terminate the account and start again with a new name. Alternately you may be charged an administrative fee to do this.

If you are unhappy with your TV provider’s service, 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. Send your letter via registered mail so you can track the whereabouts of the letter and who signed for receipt.

As a last resort (if you are completely unable to change your account name) you can either contact Ofcom – the telecommunications industry regulator - or ask the Ombudsman to look into it on your behalf. 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.

Changing your name on your account should be a simple experience! 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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