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MySuq.com is proud to be affiliated with Telewest
Telewest has been a pioneer of high quality, great value TV, Internet & Telephony services in the UK. We were the first to offer broadband internet and unlimited phone packages in the UK. We now have over 1.8 million customers - that's 1 in 3 homes in Telewest areas - and tens of thousands more join every month. We pride ourselves on our level of customer service, with over 1500 engineers delivering 24-hour support and 2000 customer service agents.
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Our Guarantee
To show just how much we care about our customers, we have put together a Customer Charter. The Charter includes guarantees and our promise for the delivery of service so that you can always expect a high level of service from us.
A constant service
If there's a problem with your phone, TV or Internet service and we're unable to fix it over the phone, we promise to offer you an appointment with an engineer at a time that's convenient for you. Our staff are empowered to provide you with the level of care you deserve, including crediting your account pro-rata for any amount of time you experience a loss of service lasting over 24 hours*.
*Loss of service means a loss of dial tone on your phone, loss of picture or sound on your TV service or loss of access to your blueyonder Internet service. The only circumstances that may not be covered by our compensation guarantee are matters beyond our control like "Acts of God" e.g. severe weather conditions or a 3rd party action e.g. a workman cutting through our network cables.
To keep appointments
You will be offered the choice of a morning, afternoon or an evening appointment -- and we'll do everything it takes to keep it. If one of our engineers is unable to make an appointment, or is running late, we will call you ahead of time and do what we can to meet your needs -- either going to your home later that same day or re-scheduling.
If we are running late for an installation, call us and we'll credit your account for half the cost of the installation -- or £5 if your installation was free. If, for any reason, our engineer fails to arrive at all, we will credit your account for the full installation cost -- or £10 if it was free.
To fix faults
Unlike BT and Sky, we do not charge you to replace faulty equipment. This is because we rent you the modem/set-top box as part of our service. This service also includes any repairs, as and when required, which will be carried out by one of our engineers at a time that's convenient for you. However, if the fault is due to your won equipment causing the problem or if the equipment is malfunctioning due to misuse, neglect or damage, we may charge you £75 for the engineer's visit and the amount will appear on your next bill.
Additionally, if you fail to keep the agreed appointment slot, we'll add a £10 surcharge to your next bill.
Your money back if you're not satisfied
If you take a new service from us, we're so confident that you'll be happy with it, that we're offering a money-back guarantee. So if you're in any way dissatisfied and wish to cancel, you can call Customer Care within 30 days of installation and request a refund. We'll then credit your account with your first month's rental and any installation fees. All we'll charge you for are calls made, movies, pay-per-view or Teleport events, interactive services and games, premium channels or any upgrades ordered after installation. This does not affect your statutory rights.
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