If your home entertainment provider is in breach of contract, you should be able to cancel. Find out what to do if your provider is making it difficult.
1 Check your contract
If you’ve committed yourself to a provider - such as Sky, Virgin Media or BT - you should get the service that you have contracted for.
If you experience interruptions to your viewing to the extent that you're unable to view any content, you may be entitled to terminate the contract with no financial penalty.
You should check your contract first as there is normally a clause that will make provision for the loss of service.
Even if the contract says that they will not be responsible for short losses of service, if the loss of all the channels is constant then you should be in a strong position to terminate your contract.
2 Contact your provider
Often in these types of situations, when you ring the company you'll be told that as you're cancelling the contract you must pay a release fee. However, this is not the case if you're terminating the contract due to a lack of service.
In this situation, the provider is in breach of contract for failing to provide the service you're paying for so you're entitled to cancel.
3 Don't be fobbed off
The key is to hammer the point home that you're not cancelling the contract, but that you're terminating it as there has been a fundamental breach of contract.
In other words, you're being deprived of the benefit of the contract.
Normally, the provider concerned will agree to compensate you for the loss of service, and try to retain your custom.
But you don't have to accept this if the interruptions have been constant, and you can demonstrate there has been a fundamental failing to provide the service to you.
Use our template letter to cancel a contract after a free trial period.