BT TV Problems

GalaxyStar

Hi, hopefully this is the right place! I'm posting this on behalf of my sister so I'm not 100% on details!

My sister and BiL have bought a new house, it's a bit out in the sticks and BT are the only company who deal with the area. They've ordered BT TV along with their Phone and Broadband so they could watch the sport on TV. They pay an extra £5 on top of their bill and paid £35 for delivery. They try to watch sport on their TV but can't, but can get it through the Ipad. They've called BT who now say they can't use it on the TV because they don't get fast enough internet - even though they can get it through the Ipad on said internet. So they are basically, in her words, "paying £100 to be able to rewind and pause tv" which they could just have got a youview box or something. They were told they would get it through the TV, surely BT are breaking their contract? Would they be able to get any money back at all for it? It's a lot of money to be paying for just pausing and rewinding

VisionMan

They can get their money back, as its BTs fault for saying they could get it and they can't. Tell them to use this link -

https://bt.custhelp.com/app/contact_email/c/4950

And the UK based BT Care team will deal with it for them.

spyhunter

What speed is the broadband running at? It may just be running slow as it's a new connection.
Also what speed was she quoted at point of sale?

"BT Sport on BT TV with BT Broadband – BT Sport 1, 2 and ESPN available in standard definition on BT TV for new and existing BT broadband customers who can't get Infinity. Existing customers must re-contract or have 12 months remaining on their contract. Sufficient line quality and speed (min 5.25 Mbps for existing customers and 6.5 Mbps for new customers) required. You can only watch/record one sport channel at any given time. Compatible box from BT required, fee of £35 – £199 may apply. Terms apply."

Is the line speed running at the above required speeds?

GalaxyStar

Thanks for the replies, she gets 3 to 4mbs because they are far from the actual box (forgot the name!) but they should be getting between 4 - 6mb, they are meant to be getting fibre next year

Heinz

Fibre to the cabinet will probably solve the problem but, "next year" is a phrase too often heard in infrastrucure projects.

VisionMan

GalaxyStar wrote: »

Thanks for the replies, she gets 3 to 4mbs because they are far from the actual box (forgot the name!) but they should be getting between 4 - 6mb, they are meant to be getting fibre next year

Thats borderline for BT TV. But tell your sister to use the link I gave you above and it will be looked into for her. Just note they can take up to five working days to respond.