Television - Planned maintenance work issue

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When your television service provider has to undertake planned maintenance, they should give you notice in writing.

They should give you an estimated date for completion of the planned maintenance.

If your service provider hasn't completed their works in the planned amount of time, it’s worth contacting them via Resolver. You should highlight the length of time that the maintenance works have taken and set out what you want them to do to resolve the matter.

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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