[marzie]

Tried to cancel tutv today but wasnt allowed. Have had it 3 years but no longer want it. I phoned to cancel today but was told as I was on a payment holiday couldnt. I tried to get clarity about what this holiday was all about and was told that as there was no footy this holiday kicked in, yet I payed last month? I just want to cancel. Anyone heard of this?

[Everything Goes]

That's an imaginative excuse

[marzie]

Yeah new one for me. Will try again tomorrow see what excuse they come up with

[Ray Cathode]

Threaten them with Ofcom.

[romdut]

just go to your bank and inform them to stop payments - after all its a non-contract or if you bank online you can do it yourself

[marzie]

Been online and for some reason it is not under d/d so will need to try and go into bank

[snaggled]

I was a TUTV customer during 2009, and had problems for almost a year with downloads, etc....

After a new box didn't resolve the problem I decided to leave TUTV.

(TUTV tried to say it was my setup, signal too week/too strong, Heating, Interfiarance from Telephones, etc, but could not explain why Freeview was fine, or why I was receiving the incorrect TUTV download or a recording of teh spinning logo)

I stopped my Direct Debit, and sent a letter (recorded delivery) to;-

TopUP TV Limited,
Riverview House,
20 Old Bridge Road,
Hampton Wick,
Kingston upon Thames,
Surrey,
KT1 4BU.

with:-

Top Up TV,
P O Box 801,
Kirkcaldy,
Fife,
KY2 6WW.

On the Back (as to forward it onto if the Surrey address didn't exist).

I also requested a full refund on the subscription fees paid, as I felt I did not have a month where I did not have any problems.

Within a week I had a response, informing of my Canceled subscription, and a refund cheque.

I now only use my TUTV box for Freeview recordings, and have had no problems at all.

[marzie]

Well managed to give my tutv notice today but what a job. I have never spoken to someone so rude as the lad I spoke to and any thougts of ever going back have disapeared. I know he is only doing his job but I had to answer a number of questions before he would let me leave and constantly interupted. I did ask to speak to his manager but he wasnt available.
What a joke of a company

[Everything Goes]

Originally Posted by marzie

Well managed to give my tutv notice today but what a job. I have never spoken to someone so rude as the lad I spoke to and any thougts of ever going back have disapeared. I know he is only doing his job but I had to answer a number of questions before he would let me leave and constantly interupted. I did ask to speak to his manager but he wasnt available.
What a joke of a company

That will be their Retentions Department

[TV Time Mike]

They do tend to vary, sometimes they can be very good others not the best customer service set up and it doesn't do their rep. much good.

[Rambler80]

With some regret I cancelled TUTV last week - solely because I have moved to a cabled area.

My call to the cancellations dept was fine. Was not kept on hold, operator was polite - some sales patter but nothing heavy. Asked a couple of questions about why I was leaving - hardly a CIA interrogation. Was told when I would be cut off and how much my final bill would be. Call lasted approx 4 mins.

I am now with one of the "major" pay TV operators and have already had problems with their customer service. On hold listening to (c)rap music for ages. Finally managed to speak to overseas operator who obviously slept through his public relations course.

For all the money, aggressive marketing and film stars flogging products for the major players does not guarntee a better customer experience. I'm not disputing that people have had difficulties with TUTV but it seems unfair to single TUTV out when poor customer service happens every day in many different environments from supermarkets to banks to pay TV operators.

My experience of TUTV has been positive throughout and I will be keeping hold of the hardware/card as I may return in the future. TUTV may be a small fish in a huge ocean but as I have already found TV/internet services with bells and whistles on aren't always better.

[duffman25]

every time i have used top up tv call center then been helpful friendly plus they British you phone sky or virgin media its not to me top up tv is not bad.