SAYNOTO0870.COM - Top Up TV (TopUpTV)

flossiesdoll

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Re: Top Up TV (TopUpTV)
Reply #30 - Mar 14^th, 2007 at 8:13pm

Blah blah blah.

I now have two boxes (despite returning the original), an agreement that they won't direct debit me till it's all fixed, I've fitted the attenuator, I've paid £148 for a new 48-element aerial which is tuned to Black Hill, but one tuner is picking up Craigkelly, the other one's picking up nothing at all, and the problems I was having are not resolved. This is ridiculous.

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flossiesdoll

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Re: Top Up TV (TopUpTV)
Reply #31 - Mar 21^st, 2007 at 8:40pm

Yet another letter of complaint on its way.

Quote:

Dear xxx

Customer Reference xxxxxx

Further to my previous letters, the faults in my box remain unresolved.

I have fitted the attenuator, and as I predicted, this has not resolved the problems. I have paid for the installation of a new 48 element aerial, which is tuned to Black Hill. My terrestrial reception is now fantastic. The digital reception remains unreliable. The box does not tune itself to Black Hill; the tuners cycle through all the transmitters and do not stay on one transmitter for more than a few hours at a time. Tonight the help menu shows that the box is running version 2.44 and says that there is no transmitter. When I go into tuning information, tuner 1 is on 39 Black Hill but the strength and quality are at levels 6 and 8. An hour ago it was on 23. Tuner 2 is empty. When I move through the tuner settings, it doesn’t pick up any signal, even if I try to tune it to 39 Black Hill.

Channel reception is inconsistent. This week E4 was unavailable on Sunday and Monday, available last night and is not available tonight. Other channels are the same – some nights they’re there, other nights they’re not. The box does not record reliably, probably because it’s not receiving the signals for what it’s supposed to record.

I have done everything that TopUp TV have asked of me. I have fitted the attenuator. I have paid £146 for a new aerial. The box is still not working satisfactorily. I have now had no reliable digital service for 3 months, since I changed to the Anytime box.

This is utterly unacceptable. Please contact me to advise how you intend to resolve this issue. As discussed previously, I can be contacted at home on xxx after 6pm.

I look forward to hearing from you.

Yours sincerely

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markinldn

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Re: Top Up TV (TopUpTV)
Reply #32 - Sep 20^th, 2007 at 7:55pm

I had a phone call from Top Up Tv inquiring if I want to upgrade my subscription. This reminded me I meant to actually cancel it so I asked over the phone for cancellation and I have been given 0871 number. When I called Top Up Tv on 0871 number from my mobile. Spent a while on hold then spoke to some guy with a Russian accent for 5 (five) minutes - that's how long it took him to go through all 'so called' security check. After all of that hassle and having spent over £2 on a call I have learned from him that the cancellation department was already closed. I didn't manage to cancel my subscription and they still charge me £7.99 for the old one, even though they hardly provide any channels for old customers anymore.
I'll let you know if I have found any way to contact them.

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markinldn Newbie Offline Posts: 2 London	Re: Top Up TV (TopUpTV) Reply #33 - Sep 21^st, 2007 at 11:05pm I sent my cancellation letter to enquiries@topuptv.com and got confirmation of my cancellation in 24 hrs time.
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jgxenite Supreme Member Offline Help us to help you - read the instructions!! Posts: 1,454 Gender:	Re: Top Up TV (TopUpTV) Reply #34 - Feb 18^th, 2008 at 9:13am Bump According to this thread on Digital Spy, the geographical alternatives listed in the database work for direct connection to customer services.Does this help anyone here?
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marcooni Newbie Offline Posts: 1	Re: Top Up TV (TopUpTV) Reply #35 - Dec 8^th, 2008 at 2:15pm Just thought I'd mention I have just used the 0159 number and after a few option menus got straight through to a very helpful engineer who solved my problem (series link stopped working) in about 1 minute.
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kaydee

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Re: Top Up TV (TopUpTV)
Reply #36 - Jun 12^th, 2012 at 6:53pm

Has anyone any new contact numbers for Top Up TV. I tried them all - 01592 587200, 0131 3488652, 0131 348 8623, 01592 587244. Recently I was getting a message saying that these numbers were going to be changing, but was then put through, but I am now just getting ' It has not been possible to connect your call. Please hang up and try again.' Then it cuts you off! The 587200 number gets you through to a billing company who cannot help and give you the 08712 number, telling me it was a national rate number and some providers allow calls for free in their bundle! Have I missed that piece of news? Are they no longer higher rate calls?!

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« Last Edit: Jun 12^th, 2012 at 6:54pm by kaydee »

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Dave

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Re: Top Up TV (TopUpTV)
Reply #37 - Jun 12^th, 2012 at 8:44pm

kaydee wrote on Jun 12^th, 2012 at 6:53pm:

Has anyone any new contact numbers for Top Up TV. I tried them all - 01592 587200, 0131 3488652, 0131 348 8623, 01592 587244. Recently I was getting a message saying that these numbers were going to be changing, but was then put through, but I am now just getting ' It has not been possible to connect your call. Please hang up and try again.' Then it cuts you off! The 587200 number gets you through to a billing company who cannot help and give you the 08712 number, telling me it was a national rate number and some providers allow calls for free in their bundle! Have I missed that piece of news? Are they no longer higher rate calls?!

As mentioned previously, the helpline is operated by MGt.

The "old" 0871 number is 0871 271 2712 and this is now not recognised. The one published on the website is 0871 271 4272.

The 0131 348 8652 and 8623 numbers have one burst of long ringing and then are answered by a message saying "It has not been possible to connect your call. Please hang up and try again." I tried 0844 415 9159 and this goes through to the same message. The entry in the database does have other 0844 415 xxxx numbers which I haven't tried, but I wonder if they have gone the same way.

The crucial clue came when I called the 0871 271 4272 number as it has the same distinct single long burst ringing followed by a recording voiced by a Scottish lady. This led me to suspect that the number being sought may be near to the old 0131 ones.

I have to ask, do others not value this? Do we not regard an alternative number being worth 15 or 20 pence (or whatever it costs) ? (I ask this as another member has suggested that others don't value it.)

Had I not called this number I would have had no idea that the alternative may be nearby and would have probably just removed the entries from the database and left it at that. Therefore no alternative would have been available.

If everyone were to do a little (including, where we think it might help, briefly calling 084/087 numbers for research purposes) and we all pool our efforts we could have more alternative numbers.

I tried nearby numbers until I found 0131 348 8641 which is the Top Up TV Customer Services number which is what the 0871 number goes to after it plays the pricing message.

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« Last Edit: Jun 13^th, 2012 at 11:48am by Dave »

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tom25 Junior Member Offline Posts: 66 stratford upon avon Gender:	top up tv number does not work? Reply #38 - Jul 7^th, 2012 at 4:49pm I tried to phone 0131 348 8641 and 0131 348 8641. It said its not possible to connect your call please try again later. I did try later on that day but it keeps saying the same words?
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Dave

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Re: top up tv number does not work?
Reply #39 - Jul 7^th, 2012 at 7:09pm

tom25 wrote on Jul 7^th, 2012 at 4:49pm:

I tried to phone 0131 348 8641 and 0131 348 8641. It said its not possible to connect your call please try again later. I did try later on that day but it keeps saying the same words?

Thanks for reporting this.

As you can see from previous postings, this number was only listed less than four weeks ago and has now been disabled. This followed another member pointing out that previously listed similar numbers gave the same message as this number gives now.

I have removed the number from the entries in the database and replaced it with "unknown".

I suggest that the new number may be nearby; see my posting of 12th June.

If anyone finds a working alternative, then please let us know. As this number has been disabled so quickly, then maybe there is little to be gained by listing any alternative if the company is likely to shut it down.

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« Last Edit: Jul 7^th, 2012 at 7:10pm by Dave »

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kaydee

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Re: Top Up TV (TopUpTV)
Reply #40 - May 20^th, 2013 at 4:18pm

They have now offered their 'Service Team' phone number of 0871 271 4271 on a letter to me.
BT list this as 24p** per minute (VAT inc) from a BT line. You have to suffer ads and queues while you pay them!
No joy at finding a landline alternative - they really are very sneaky and work very hard to quash any alternates if we ever find them!! AVOID!!!!

edit * sorry, I got this wrong, and believe it should 'only' be 10.211p per minute!

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« Last Edit: May 21^st, 2013 at 11:56am by kaydee »

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CJT-80

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Re: Top Up TV (TopUpTV)
Reply #41 - May 21^st, 2013 at 10:07am

kaydee wrote on May 20^th, 2013 at 4:18pm:

They have now changed their 'Help Centre' phone number to 0871 271 4271.
BT list this as 24p per minute (VAT inc) from a BT line.

The number listed on TopUpTv.com seems to be 0871 271 4 272. (In that format)

However I cannot find any reference to the call charges from BT for that number. The closest is 0871 270 @ 10.211 p/per min plus the call set up fee.

Where did you find the charge @ 24p p/minute?

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« Last Edit: May 21^st, 2013 at 10:08am by CJT-80 »

Regards,

CJT-80

Any comments made are my own and are not those of SayNoTo0870.com

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kaydee

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Re: Top Up TV (TopUpTV)
Reply #42 - May 21^st, 2013 at 11:50am

You've beaten me to it!!
I was coming back to edit my post!
I found it all quite confusing and somehow found a 24p price.

Yes, their web site still lists 0871 271 4 272.
Their letter to me states the Service Team number as 0871 271 4271 - all their spacings!
I received an email from TOPUP TV today telling me - "We can confirm that 08712 714 271 is not a premium rate number".
I did another search and, the same as you, could not find anything about 087127 numbers specifically, but also found the 10.211 price for 0871 calls!
I have lodged a complaint with Phonepayplus.org.uk who regulate the premium rate market, and they definitely describe 0871 as Premium Rate numbers!! - TopUpTV do not explain call costs to their helpline number and therefore I believe are in breach of regulations!!
If they are going to make life imposssible for us to avoid calling premium numbers, the least we can do is make them pay as well!!

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« Last Edit: May 21^st, 2013 at 4:26pm by kaydee »

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Dave

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Re: Top Up TV (TopUpTV)
Reply #43 - May 22^nd, 2013 at 12:10am

0871 numbers are officially Premium Rate Service (PRS) numbers as they come under the aspices of PhonepayPlus, so the reply from Top Up TV is incorrect.

Perhaps someone needs to ask Top Up TV The Big Question: In the light of the Ofcom announcement of 15 April 2013, if you are to continue imposing a “Service Charge” on callers by using 0871 numbers, will you be declaring it now or wait to be told to do so?

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kaydee

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Re: Top Up TV (TopUpTV)
Reply #44 - May 22^nd, 2013 at 7:44am

Dave wrote on May 22^nd, 2013 at 12:10am:

Perhaps someone needs to ask Top Up TV The Big Question: In the light of the Ofcom announcement of 15 April 2013, if you are to continue imposing a “Service Charge” on callers by using 0871 numbers, will you be declaring it now or wait to be told to do so?

As I have already lodged a complaint with PhonepayPlus against TopUp TV I would happily ask them The Big Question, but when I followed your link I was surprised that it was mostly referring to 084 numbers, and the banners all refer to 084 users.
As TopUP have already proved, they do not believe their 0871 number to be Premium rate, I fear their first response to seeing the link, would probably be 'we don't use 084 numbers.......'

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