Television - Television apps issue

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Under the Consumer Rights Act, any service you’re sold has to be delivered as described and to a reasonable degree of care and skill.

This means that if you’ve encountered frequent disconnections, poor signal, inaccessible channels or other issues with your TV service, you should contact your service provider to let them know.

They may want to check your TV or set-top box to make sure that the issues aren’t the result of a handset problem.

If the problems persist and your service provider can’t find a solution, you may be entitled to leave your plan without 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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