SAYNOTO0870.COM - Top Up TV (TopUpTV)

Kelper

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Top Up TV
Reply #15 - Dec 3^rd, 2006 at 6:23pm

I ordered a Top Up TV Anytime Box on 29th September, paid £20 the deposit, and was told that I would receive delivery by the end of October. Then when I phoned at the end of October I was told by the end of November. In the meantime the original Top Up TV service which I am still paying for is VERY much reduced.

It is now 3 December and I have heard nothing, yet the Top Up TV website says that the service has been launched. I called Top Up TV's expensive 08712 712712 number today at 6pm to be told that it may arrive on 13-14 December and we'll receive a letter on 7 December. In the meantime we are paying for an almost non existant service - when I spoke to the customer service assistant and said that I didn't think this was acceptable she put the phone down on me. I would like to be able to call them and have a longer conversation on a less expensive number!! Does anyone know of a geographical number?

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madcyclist5 Newbie Offline Posts: 1 POOLE Gender:	TopUp TV Reply #16 - Nov 13^th, 2006 at 6:01pm I have been trying find the dialling code for TopUp TV rather than 08712712712. Can any one help? I think it is in Plymouth. (TopUp TV is an extra digital channels for terrestral channel.) Cheers madcyclist5
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harry1968 Newbie Offline Posts: 1	TOP UP TV Reply #17 - Dec 11^th, 2006 at 1:05pm Hi I have the following numbers for TOP UP TV. 08700543210 and 08712712712. Any ideas anyone? Thanks
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Heinz Supreme Member Offline Posts: 1,362 Essex	0871 271 xxxx Reply #18 - Dec 11^th, 2006 at 2:55pm Interesting, 0871 271 is missing from the BT list of specialised numbers but, as it would, surprise, surprise, be in the middle of a group of codes charged at g7 rate (10p/minute at all times) it's probably charged at that rate too.
Back to top	« Last Edit: Dec 11^th, 2006 at 2:56pm by Heinz » After years of ignoring govt. guidelines & RIPPING OFF Council Tax payers using 0845 numbers, Essex County Council changed to 0345 numbers on 2 November 2015 IP Logged

malagamad

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Re: Top Up TV (TopUpTV)
Reply #19 - Dec 19^th, 2006 at 11:30am

Just been doing some research to save paying the high rate 0871 number provided by top up tv, here are my findings:

1. Called head office on (020) 89776097
2. Asked if he can put me through he said NO
3. Asked if there was an alternative number because my phone line bans non geographical numbers (a little white lie never hurt anyone)
4. He said that he could take my details and get a customer service agent to call me back
5. 20 minutes later the phone rings (no number on caller display) and there on the other end is a helpful agent wanting to help me
6. Problem solved for me anyway

Conclusion -

If your problem is not urgent try this, however if it is urgent the waiting time on th 0871 number is between 10 and 20 minutes at the moment anyway. Not sure how long this will work, depends how many people use it I suppose.

Good luck

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flossiesdoll

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Re: Top Up TV (TopUpTV)
Reply #20 - Dec 19^th, 2006 at 7:53pm

I got my box on Saturday and it doesn't work properly. The tv doesn't always pick up the signal, it doesn't respond to the remote, and the box switches itself off at random. When I phoned last night, the girl got me to go into the help menu (go to help then press 1379) and check the temperature and the fan speed - it was colder than recommended but the fan was running very fast. She told me to unplug it for an hour, then plug it back in and leave it on standby overnight and try it again this morning. This morning the tv couldn't pick up the signal and the box wouldn't respond to the remote (the lights flash on the remote when I press buttons so I don't think it's a battery issue!) When I switched it on using the buttons on the box it switched itself off again after 5 minutes but jammed my telly in the process so it wouldn't respond to the telly remote until I switched the telly off and on again. I've been trying to get through to Kirkcaldy topup tv for an hour and a half now and I've currently been in a queue for 12 minutes. At 10p per minute I'm not impressed.

Edited to add - they picked up after 17 minutes in the queue. I explained the issue. I've been on hold for another 3 minutes now.

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« Last Edit: Dec 19^th, 2006 at 8:02pm by flossiesdoll »

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Cruz Junior Member Offline Posts: 97	Top Up Tv Anytime Reply #21 - Dec 19^th, 2006 at 9:19pm I don't understand this. Why would anyone pay £299 for a box which, allegedly, will allow reception of half a dozen Sky channels when, for nothing, Sky will supply and install the real thing?
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flossiesdoll Newbie Offline Posts: 9	Re: Top Up TV (TopUpTV) Reply #22 - Dec 19^th, 2006 at 10:07pm ??? My topup tv anytime box was £75 I think, not £299 and I don't care whether it has Sky channels or not. If I wanted Sky, I'd get Sky. But I actively boycott the Murdoch media, which is why I went for topup tv rather than Sky.
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bbb_uk

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Re: Top Up TV (TopUpTV)
Reply #23 - Dec 19^th, 2006 at 10:47pm

flossiesdoll wrote on Dec 19^th, 2006 at 10:07pm:

??? My topup tv anytime box was £75 I think, not £299 and I don't care whether it has Sky channels or not. If I wanted Sky, I'd get Sky. But I actively boycott the Murdoch media, which is why I went for topup tv rather than Sky.

You must have been really lucky to get it at that price as it's over £200 now. If you really wanted to boycott the Murdoch media then I guess you don't get the newspapers he owns (or has a significant stake in) neither? You have to remember that if you have any channels other than terrestrial then you're not really boycotting the Murdoch media as they (the Murdoch media) get paid from TopUp TV, Telewest/NTL, etc for any Sky channels you view except (except the very few free-to-air ones) and it's generally more expensive going via TopUp TV than the Sky route.

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flossiesdoll Newbie Offline Posts: 9	Re: Top Up TV (TopUpTV) Reply #24 - Dec 19^th, 2006 at 11:04pm I don't read the Murdoch press, I don't watch any Sky channels at home, and it's very rare that I watch sport in the pub!
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flossiesdoll

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Re: Top Up TV (TopUpTV)
Reply #25 - Jan 4^th, 2007 at 11:44pm

On the 19th they said they'd send me a returns package so I could return the box for a new one.

It hasn't turned up yet. They're trying to say it's because of the Christmas post, but I spat the dummy and they agreed to send a new returns kit and stop my payments until this is resolved. I got nowhere with a request for a replacment box before the returns kit turns up though.

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brigden

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Re: Top Up TV (TopUpTV)
Reply #26 - Jan 13^th, 2007 at 12:13am

I’m feeling rather ripped of after I applied for a new HD set top box early November and paid a £20 deposit. I also have a letter saying the remaining moneys would be taken out of my account before the set top box would be dispatched to me the money was taken out of my account

And I am still waiting for my set top box I managed to get through to a customer adviser who looked up my details on the computer then advised me the box had been dispatched to the wrong address. this was blamed on agency staff brought in for the Christmas period, I was then told to phone back a week later if I still had not received my set top box. I phoned back yesterday ( a week later ) only to be told by a member of your staff that I had to wait for parcel force to carry out an investigation ( who tells parcel force where to send these boxes ) and they could not tell me when I would receive my set top box. I have also sent numerous emails which I have received no replies.

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flossiesdoll

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Re: Top Up TV (TopUpTV)
Reply #27 - Jan 13^th, 2007 at 12:43am

I sent a letter of complaint on Wednesday.

Quote:

Dear Sir or Madam

I received my new TopUp TV Anytime Box on 16th December. I set it up according to the instructions but over the next few days it became apparent that it didn’t work correctly. My TV didn’t always pick up the signal from the box, the box didn’t respond to the remote control and every so often the box would just switch itself off for no reason. I phoned to report the problems on Monday 18th December. I had to wait in the call queue for nearly 20 minutes, and at 10p per minute, I wasn’t pleased.

The girl I spoke to advised me to go into the help menu and check the temperature and fan speed – the temperature was colder than recommended but the fan was running very fast. She advised me to unplug the box for an hour, plug it back in and leave it on standby overnight and try it again in the morning. The next morning the TV wouldn’t pick up the signal and the box wouldn’t respond to the remote control. When I switched it on using the buttons on the box, it switched itself off again after 5 minutes but in the process, jammed the TV so the TV wouldn’t respond to the remote control. I tried to phone again; it took me over 90 minutes to get through and again once I did get through I waited in the queue for 17 minutes before I could speak to anyone. I explained the issue and it was agreed that a returns pack would be sent out to me so that I could return the box and exchange it for a new one. That was the 19th of December.

On the 4th of January I phoned to enquire why I hadn’t yet received the returns pack. The person I spoke to tried to say that this was because of the slow Christmas post, but eventually agreed to send out another returns pack, and to stop my payments until the issue is resolved. It’s now the 10th of January, 22 days after it was agreed that a returns pack would be sent to me. There were no postal deliveries on 7 of those days, but there have been 15 days where the returns pack could have been delivered to me and yet I still don’t have it. I have just checked my phone bill and it shows that I have spent £8.03 phoning the TopUp TV customer service line.

This is unacceptable. I am rejecting this TopUp Tv Anytime box as it does not work. I am requesting the immediate delivery of a working replacement box and the immediate refund of the £8.03 I have spent on phone calls trying to get this sorted out. As you appear to be unable to send out a returns pack, you can make your own arrangements for collecting the faulty box, but if it it hasn’t been uplifted by 22nd January I will be throwing it in the bin.

If you wish to discuss how you intend to put this situation right, you can phone me on xxxxxxxxxxx(evenings and weekends) or email me on xxx.

Yours faithfully

No response yet.

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Landman

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Re: Top Up TV (TopUpTV)
Reply #28 - Jan 25^th, 2007 at 7:00pm

I also have had problems with the set, and wanted to cancel, but I used the (020) 89776097 number and was listened to by a delightful lady called Lindsay, who gave me her email address. She arranged for a technical person, Laura, who advised retuning. This worked for some days but the downloads again stopped, and I could not record nor play previous recordings so I returned via email, and after a second prompting was contacted by a senior technician, who (to cut a long story short) arranged for an attenuator to be posted to me (it arrived 17 hours later!) which I fitted, and he followed up again today to run through everything again.(I am getting, apparently, to many frequencies and they are conflicting). While I am still unsure about the machine, I cannot fault the service. Nor did I get any complaints from using the above number to contact them.

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flossiesdoll

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Re: Top Up TV (TopUpTV)
Reply #29 - Jan 25^th, 2007 at 8:00pm

On 20th January I sent them this

Dear Sir or Madam

Further to my letter of 10th January, I phoned and spoke to one of your staff on Saturday 13th January. I asked why I had not yet received the returns pack I had been promised during previous phone calls. I was told that the authorisation to send out a returns pack had been granted on the 10th January and it would be sent to me on the 15th. When I explained that a returns pack had been promised to me on 19th December, and early January, I was told this was not the case.

I do not appreciate being accused of lying.

I still have not received the returns pack.

I advised the worker that I was not prepared to wait for a returns pack before being sent a new box. After consultation with someone else, the worker asked me for the serial number from my faulty box, which I gave. He advised me that a new box would be sent out to me first class.

I have not received the box.

That worker also advised me, as did the girl I spoke to in early January, that my direct debits would be cancelled until the situation was resolved. The direct debit was taken from my account.

TopUp TV has lied to me for the past month. TopUp TV has told me repeatedly since 19th December that a returns pack would be sent to me, but I still don't have it. TopUp TV told me a new box would be sent to me first class on the 15th January but I still don't have it. TopUp TV told me that my payments would be cancelled until the issue is resolved, but payment has still been taken.

TopUp TV has not responded to my letter of complaint of 10th January and has made no effort to contact me by phone or email.

I do not believe that TopUp TV intends to resolve this dispute and therefore I am now passing the matter to Trading Standards and BBC Watchdog.

I copied both letters to Watchdog and emailed them to my local Trading Standards office. I posted it on Saturday, first class, so they would have had it on Monday. TS phoned me on Monday - they're based in the building I work in so I nipped up to see them and we went over my legal rights and they agreed to take it on for me, which I think is mainly passing it to Trading Standards in Fife. Yesterday (Wednesday) when I got home there was a new box waiting for me, posted first class on Tuesday. I phoned TS today and they said they hadn't done anything with it yet Roll Eyes

so obviously the receipt of my letter threatening TS and Watchdog was enough to do the trick. I haven't set the box up yet; I'm going to do it at the weekend, but if it doesn't work, then heaven help them. Oh, and today I got a letter from a Customer Liaison Officer saying Thank you for your recent correspondence. I am currently investigating all the points raised in your communication and will issue a full written response within 10 working days. If you have any queries in the meantime please do not hesitate to contact me on 0845 279 7777. As if Im going to waste any more money phoning them.

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