About the aerial installation service from Total Support Group (TSG)

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We've partnered with a specialist aerial install partner called Total Support Group (TSG) who provide an aerial install service to BT TV customers.

Below are some questions and answers about the TSG aerial installation service.

Already placed an order but need help?

If you think you need a new aerial installed, you can get in touch with our TV technical help team using the chat button below. One of the team will be able to place the order for you.

You can also check which Freeview channels are available at your address at www.freeview.co.uk/availability >

If you have a problem with your aerial or Freeview signal after it's been installed, contact our technical helpdesk on 0800 111 4567.

If you have a complaint about your aerial install, call us on 0800 800 150.

 

Getting the aerial installed

A professional and experienced TSG engineer will come to your home and install an outdoor digital aerial with one feed running to your BT TV box or TV. Only high quality equipment and parts are used and all come with a one-year warranty. Once fitted, the engineer will test the signal and show you the results.

It'll depend on the size of your home, but it usually takes up to 3 hours.

You'll get a 12-month parts warranty from TSG.

The TSG engineer will agree a suitable outside location for the new aerial, and then install cabling from the aerial to your chosen location.

No, TSG may not be able to fit an aerial if:

  • Your home is more than two storeys high
  • Your home is listed or in a conservation area
  • The engineer can't get safe access to your roof
  • You haven't got permission from the landlord if it's a rented property

Although it's very unlikely, if the engineer comes out and finds they can't fit the aerial, they'll discuss the options with you. TSG will then update us on the next working day, and we'll contact you to discuss further.

Aerial installation is available to BT TV customers for £30 (including 20% VAT).

 

Questions about your TSG aerial installation

If the installer carries out any additional work, that will be under a separate agreement between the installer and yourself. This would be anything outside the scope of the TV aerial installation service being provided under the agreement with BT. We are not responsible for this.

TV aerial installation service terms >

The TV aerial installation is a standalone service and separate from your BT TV contract. If you (or we) cancel or end BT TV for any reason, the aerial won't be recovered, and you'll still be charged for the TV aerial installation service.

TV Aerial Installation service terms >

 

Your TSG Aerial installation appointment

If you need to change your appointment date, you must tell TSG at least two working days before the scheduled appointment, or we may charge you a missed appointment fee.

TSG can be contacted between 9am to 5pm, Monday to Friday, on 03331 210024.

We may also charge you a missed appointment fee if the installer is unable to access, or is refused access, to your property at the time of the scheduled appointment.

If you need to cancel your appointment, you must tell TSG at least two working days before the scheduled appointment, or we may charge you a missed appointment fee.

TSG can be contacted between 9am to 5pm, Monday to Friday, on 03331 210024.

We may also charge you a missed appointment fee if the installer is unable to access, or is refused access, to your property at the time of the scheduled appointment.

Alternatively, to cancel your appointment you can call us on 0800 800 150.

You can cancel your Aerial installation at any point before the installation work starts, but you may still be charged.

TV Aerial Installation service terms >

Yes, they'll call you on the morning of the appointment to confirm all the details.

The engineer will leave a calling card if you're not in. There'll be a number on it that you can call to rearrange the appointment.

If you know you're not going to be around for the appointment, please let TSG know by calling them on 03331 210024.

We may also charge you a missed appointment fee if the installer is unable to access, or is refused access, to your home.

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