BT TV subscription

w00519773

I have a contract with BT TV, which ends next February.  Since June 2022; I have not used it because the picture quality was so poor.  I called BT in July 2022 to report this and they said there were no faults and advised me to have the aerial checked.  I did this and went back to them.  They said there was nothing more they could do, so I have used Freeview (instead of BT TV i.e. on a different source since and have had no issues with picture quality).

I realised recently that I am paying £20 PCM for BTTV (I thought I was paying £6).  Therefore I chased this and BT said they could identify a fault so an engineer came out and said it was fixed - the problem could have been there for months apparently - it was external.  The problem reoccurred so another engineer was sent out and replaced my BT box.  I have had no issues since.

I made a complaint and BT have offered me two free months in compensation.  They cannot find any notes that I called last year.  I usually make detailed notes when I speak to service providers and I have to say I cannot find any either.  I understand that some customers may try it on a bit, but this is genuine.

Has anything similar happened to anyone else.  I am trying to conclude if two months free BT TV is reasonable or if I should escalate this? I guess it is not their fault that I did not realise I was paying £20 PCM so did not push them.

I have notes from other calls I made in the past where BT have said that they received no calls e.g. a few years ago when they offered me a new deal if I renewed earlier than the expiry - I said I would think about it overnight and get back to them.  However, there was no log of the call - I made a complaint and they came back saying they found the call.