Thanks for popping back to us - I have located your account from your forum information but unable to go through any checks at this end as it is turned off - as you mentioned during the week. Is it just the noises that are causing concern? Are you having any other issues with the box currently?
We would need to do some checks from here to see if this can be fixed remotely, via a replacement or if a technician is required; can you provide a bit more information so we can best assist you?
(if a replacement is needed - would you be happy to install yourself or would this need a technician visit?)
Hi Katie, appreciate you coming back to me with an answer. I had an (admittedly uncharacteristic) success calling through today and managed to get one of your colleagues to order a replacement, which we're happy to install. However we didn't quite get round to talking about crediting the account given that we've reported the ticket in so many ways so long ago - can you still help me with that?
Ahh - I see the request for a replacement on the account now @jackclemson; looks like it was done shortly after I had checked the account.
For any loss of TV services, a credit can be applied from when the issue is reported to us and logged on the account until the issue is resolved. It is calculated by how many days you were impacted and how much you pay each month. (This is not linked to the OFCOM auto compensation policy; the OFCOM policy is for Broadband and telephone faults only after 48hours)
Once you have confirmed that everything is working with your replacement, please feel free to pop back and we can check your account and ensure the appropriate credit is added for you 🙂