Breach of contract terms ? No TV for four weeks

[Nocaster51]

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. 

[Nocaster51]

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. 

[Nocaster51]

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. 

[Christopher_G]

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

[Chris_B]

@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 .  

[Midnight_Voice]

@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?

[Nocaster51]

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. 

[zulu17]

@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,