Television - Video on demand issue

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According to resolver’s experience to date, it is very annoying when your on-demand video service is not working. Try re-booting your digibox (switching it on and off again) as advised by your supplier. If this does not work then you should contact your TV supplier who may be able to resolve this issue over the phone for you or arrange for an engineer to visit you. You should request that this engineer's visit be conducted on a free-of-charge basis.

If you are unhappy with your TV provider’s response, 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. If you are unhappy with your previous provider’s customer service response, 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.

It can be frustrating when your video on demand service is not working.

resolver can help you resolve this issue for free, quickly and without hassle. As a first step we can help you write your complaint, 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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