Complaints

If something has gone wrong, tell us, and we will deal with it. This page explains how to complain and what happens next. Last updated: [to confirm: date].

Start with support

Send your message to support first, on WhatsApp (+33 7 74 02 33 33) or by email ([to confirm: support email]), whenever it is open, 9 am to 2 am UK time. Many problems are solved in the first conversation, and troubleshooting steps are in IPTV not working?.

What to include

Say which plan and duration you bought, the date of the order, what you expected and what happened, and what you would like us to do. Add a screenshot if one helps.

What we do

We acknowledge your complaint [to confirm: acknowledgement time] and give you a reply [to confirm: reply time, in working days]. Our replies are sent during support hours. If a fault sits with a provider whose service we resell, we say so and raise it with them.

If you are not satisfied

You can ask for the complaint to be reviewed by [to confirm: named owner or role]. [to confirm: whether British IPTV belongs to an alternative dispute resolution scheme.] The Citizens Advice consumer service gives free guidance on consumer rights in the UK.

Your rights

Your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by this process. They are summarised in the Refund policy.

Related pages

See the Terms and the Contact page.