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Friday 17 November 2017

TV company haven't fixed my reception - what can I do?

Aine Carroll

I have no television reception since the end of May. I reported it and when the service engineer promptly called out he advised me the cable was cut a couple of doors away. I later got two phone calls from the company stating a cable crew would be out on June 4.

I have made numerous calls to them, each time having to explain my problem. I wrote a letter in July and in August I was told that the Area Manager had made an appointment for me on Aug 26, but I still have no reception.

I don't know what to do next.

– Kathleen

Hi Kathleen, Have you asked your neighbours to see if they are experiencing similar problems? If so, did they get the problems resolved? The more information you can give the company, the better.

When you enter into a contract with a service provider you have the right to expect that the service you ordered is provided as promised. It appears from the information you have provided that you are not getting the service you signed up for. If you have paid for the service since it was cut off in May, you should request a refund for those months.

You should now make a formal complaint to the company. The best way to do this is to know what your rights are and keep notes and documentation to validate your complaint. I would recommend you write to the company again outlining the issues you have had, the numerous contacts you have had with them and ask them to propose a resolution to you, in writing, with a commitment to resolving the problem within a set time period. The National Consumer Agency has complaint letter templates on its website, www.consumerhelp.ie.

If you can't reach a resolution with the company over the coming weeks, you could consider cancelling your contract and switching to another provider.

Best wishes, Áine

Irish Independent

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