topic Re: Breach of contract terms ? No TV for four weeks in TV

Breach of contract terms ? No TV for four weeks

Nocaster51 — Thu, 03 Apr 2025 14:22:39 GMT

I wonder if anyone can offer any advice.

My elderly parents who are customers/victims of BT/ee have had no television for nearly four weeks. We have spent many hours on the phone to EE, performed countless checks again and again. They have had one visit from an engineer who spent much of the time repeating the checks that I had already done for them and on the phone arguing with his superiors that he was wasting his time as he had 4 calls outs that day, all the same and could offer no fix.

They have been refunded their last month's money but are no closer to a resolution. They have raised a complaint but are getting nowhere. In two days time it will be 4 weeks without any TV service. I have never experienced customer service and lack of technical knowledge from a company like this.

My parents are very elderly.

The family think its time to move them to sky or virgin.

Can anyone offer any advice regarding breach of contract and how to get out of their contract with BT/ee who also provide phone, e mail, internet.

They have been bt customers for 50 years are are worried about leaving, but would like to watch football and coronation street again.

Re: Breach of contract terms ? No TV for four weeks

Ali_A — Thu, 03 Apr 2025 15:48:36 GMT

Sorry to hear about the experience your parents have been facing with the TV service @Nocaster51

At this stage the technical team will have a ticket in place which they will be working on to fix the cause of the issue.

We want to give all our customers an excellent service but if you feel your complaint hasn't been handled they way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our complaints handling process.

If you'd like to re-open your complaint, or raise a new one, you can do so using our online form at Make a Complaint, where our dedicated complaints team will look into the details and take ownership of the complaint.

Ali

Re: Breach of contract terms ? No TV for four weeks

Nocaster51 — Thu, 03 Apr 2025 15:56:53 GMT

Thank you for taking the time to post a reply. There just doesn't seem to be a mechanism for escalating complaints. No senior staff will get involved, even after a failed engineer visit. Every time we speak after a long wait on the phone it's another young person who doesn't know what to do and just wants to get you off the line. Usually with a promise to call back at a certain day and time which is never kept. And requests to perform the same checks over and over again. Once they get to the end of the script, that's it, just try to close the call with no resolution. Does anyone know at what point bt/ee can be considered in breach of contract such that the contract can be closed ? Is a month with no TV enough ?

I think it really is time to go to sky/virgin. It just cannot be any worse.

Re: Breach of contract terms ? No TV for four weeks

Chris_B — Thu, 03 Apr 2025 17:23:02 GMT

@Nocaster51 How is the EE TV box connected? Is this via an aerial or via WiFi to the router ?

Re: Breach of contract terms ? No TV for four weeks

Ali_A — Thu, 03 Apr 2025 17:25:28 GMT

@Nocaster51

If you follow the form, and include your existing complaint reference number, this will escalate your complaint.

A member of the team will get in touch with you to discuss your complaint.

Ali

Re: Breach of contract terms ? No TV for four weeks

Nocaster51 — Thu, 03 Apr 2025 20:06:44 GMT

Yes we have escalated complaints. At various times the TV box has been reset to use all internet streaming, aerial, WiFi and using a power line connected via ethernet. The problem is to do with all streaming of television (such as sport channels etc). The broadband to the house is fine. Apparently this is a known problem with BT/ee (there is another thread in here for this) but there is no fix. I would have assumed the obvious fix that the engineer should have tried would be to replace the TV box but for some reason bt/ee were unwilling to authorise him to try this,.presumably to avoid cost. Escalating the complaint over the last few weeks has just resulted in admission that they don't know how to fix it, and each time a promise to call back three days later. My poor parents sit in waiting for that call which never comes. My father with Alzheimer's just cant understand why his television won't work and why he can't watch football, and the stress makes his health worse. Bt/ee have been made aware of this as for two weeks his landline phone also wouldn't work (presumably as a result of failed remote attempts to fix their TV) . That was especially worrying as he is unable to use a mobile phone and left him quite vulnerable. They just need an engineer to revisit who is capable of fixing the TV but this seems too much to ask.

I would love it if a senior employee from BT/EE were made aware of this thread.

Re: Breach of contract terms ? No TV for four weeks

Nocaster51 — Thu, 03 Apr 2025 20:10:20 GMT

If anyone has a name and direct contact details of someone senior at BT/ee, I would very much appreciate them being shared with me.

Re: Breach of contract terms ? No TV for four weeks

Chris_B — Thu, 03 Apr 2025 20:14:22 GMT

@Nocaster51 Have you tried it without the power line and a Ethernet cable from the EE box to the router?

Re: Breach of contract terms ? No TV for four weeks

Nocaster51 — Thu, 03 Apr 2025 20:50:27 GMT

Yes we have done all that, and then the engineer visited repeated it all over again, none of which made any difference. A fine internet signal gets to the box either through ethernet or WiFi but live TV won't stream for any channel that doesn't come through the aerial.

After the first week they re set the box to factory and then configured it so that all channels would stream rather than use the aerial, and for the next two weeks they had no TV for any channels.

Following the last engineers visit it's been put back to the aerial for the 5 main channels but none of the others work including the sports channels which cause the biggest problem.

Re: Breach of contract terms ? No TV for four weeks

Chris_B — Thu, 03 Apr 2025 21:03:18 GMT

@Nocaster51 Is the aerial coax cable an off the shelf one or is it a made up one ? One where you make it yourself? I had a similar issue and it was a cable I made myself and I just had to make sure it was all screwed up tightly. As for not working in IP mode which the sports channels are delivered over that sounds like something hasn’t been setup right with the account. Just to check the TV package does have sports included with it ? But is this all app delivered content? Ie Netflix? NowTV ?Discovery Do they work ?

Re: Breach of contract terms ? No TV for four weeks

Nocaster51 — Thu, 03 Apr 2025 21:08:19 GMT

The aerial works. Streaming apps such as netflix work fine.

The IP channels do not work (all of them the same). The account is fine. They will show a pixelated picture that refreshes a distorted picture every 10 seconds.

There is another thread for this.problem. The engineer that visited said he had 4 other calls for the same problem to visit that day but he didn't have a solution and was wasting his and his customers time, and then had heated phone calls with his contacts at EE before leaving.

Re: Breach of contract terms ? No TV for four weeks

Nocaster51 — Thu, 03 Apr 2025 21:19:09 GMT

That was nearly two weeks ago. Since then, no solution offered other than to schedule a time to call my parents back each time, a few days later which never happens.

Re: Breach of contract terms ? No TV for four weeks

Christopher_G — Fri, 04 Apr 2025 11:03:23 GMT

Hi @Nocaster51

I've sent you a private message to try and get you some help with this. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

Re: Breach of contract terms ? No TV for four weeks

Chris_B — Fri, 04 Apr 2025 15:28:04 GMT

@Nocaster51 I don’t get this because if Netflix is fine which is basically content via the internet or to put it very simply IP delivered content then any other IP delivered content should be ok also including live IP tv.
how far is the router from the TV ? Is the router next to the TV ? What is next to the router ? You’re describing interference which should affect all IP delivered content not just live TV and that’s what I don’t get .

Re: Breach of contract terms ? No TV for four weeks

Midnight_Voice — Sun, 06 Apr 2025 12:01:43 GMT

@Chris_B @Nocaster51

Netflix, like the other apps on the box, is delivered over unicast,

Live IP TV, and the other channels in the EPG, are delivered over multicast.

it is a common enough problem on here that unicast is fine and multicast isn’t, for a customer, and the causes of this are many and varied.

The usual error message is IPC6023; do you get this?

Re: Breach of contract terms ? No TV for four weeks

Nocaster51 — Sun, 06 Apr 2025 16:54:22 GMT

We had another engineer out for two hours yesterday, without determining the cause. This has been raised as a complaint and we are now getting better attention. I was called yesterday evening with an explanation which is pretty much what you have said. They have concluded that everything in the house is fine, is, the TV box, the router and the broadband signal. The problem is an internal network error within BT/ee in the TV multicast that has existed for the last 4 weeks. It affects multiple customers in various locations and to date there is no known fix for any of those customers. It is a shame that this known issue hadn't been communicated to support and on site engineers as so much time has been wasted on site which was never going to work.

I have been promised another call on Wednesday to update progress (if any) internally at BT/ee.

In the meantime, still no football for my dad of course.

Re: Breach of contract terms ? No TV for four weeks

zulu17 — Sun, 06 Apr 2025 21:37:30 GMT

@Nocaster51 Whilst the multicast issues outstanding , It should still be possible to watch several/many of the favourite programmes via the apps which as @Midnight_Voice mentions use unicast for their delivery.

So for example the live football that would be on Sky Sports would be accessible via the NOW app , the live football that would be on TNT Sports would be viewable on discovery + . Those apps both available on the EETV box would also have a range of catchup and highlights for missed matches,

Re: Breach of contract terms ? No TV for four weeks

Mikeg2355 — Fri, 31 Oct 2025 15:50:09 GMT

I had exactly the same problem with my TV service for over 2 weeks, like you I contacted EE at least 6 times!!!

I had a new TV Pro box, a new mini box and a new hub, but still no TV! I threatened to cancel my DD.

Eventually after 2 weeks and another call to EE they said it had to be a network error at the local BT exchange. A engineer visited the exchange the next day and lo and behold a Network fault at the exchange was found. TV was working again within hours of the engineer visit!! EE will only compensate for total lack of service, meaning nothing connecting to the broadband hub. As I could connect on my phone, they say I am not entitled to any compensation! OF-COM here we come. Get a grip EE!

Re: Breach of contract terms ? No TV for four weeks

Christopher_G — Fri, 31 Oct 2025 17:40:03 GMT

Hi @Mikeg2355

Welcome to the community.

I'm sorry to hear of the issues you had with your service, but glad to hear it's working now. We don't have access to your account here in the community. If you haven't already, I recommend raising a complaint. Your case will be handled by a dedicated team, who will do their best to find a solution with you.

Chris

Re: Breach of contract terms ? No TV for four weeks

zulu17 — Fri, 31 Oct 2025 19:28:19 GMT

@Mikeg2355 Your loss of service is the EETV service not EE Broadband so the automatic compensation payments wouldn't kick in. As you have a EETv contract as well as EE Broadband EE should weigh up whether the service not provided to you due to fault in their provision of TV service warrrants some offer of compensation or good will payment. So raise the complaint making it clear that it the EETV service that you are looking for compensation for.