Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started emailing Britbox on January 1st, ****************************** service. When I clicked on the show, Sister ********, in the continue watching section an error message popped up saying something went wrong. The only option given is to click ok and you are thrown back to the Britbox home screen. I have been a Britbox customer since 2021. When I emailed about the issue, I told them that earlier when I had tried to get on the Britbox app a weird message had popped up saying something like Britbox is not available in my country. I thought it was weird. I clicked the *** Roku TVs home button and then clicked back into the Britbox app and the Britbox home screen loaded as usual. The first Britbox representative suggested that I uninstall and reinstall the Britbox app. I did that and was able to play The Sister ******** episode. The next time I tried to watch Sister ********, I got the something went wrong error again. I chatted with a representative ********* online (Jan 9th) to try to figure out a permanent fix to this issue. I had to upload pictures from my tvs network information, software version, and so on. She had me go to ******** to check my internet speed and share a screenshot of the information. She asked me to go through all the shows in my continue watching section and see if any others have the same playing error of something went wrong. Out of the dozen or more shows, The Thin Blue Line and Downton **** had the same error. I was told that someone would get back to me within 24 hours. They didnt. I emailed them again on Jan 13th and have continued to email since. I have sent them screenshots of people complaining about similar issues on ******** and other online sites dating back from 2020 to the present day. They told me I have a VPN. I dont. I went to ***************** and sent them a screenshot of it saying no proxies detected. It is only affecting 3 specific shows on the Britbox app. Ive tried every option suggested.

  Business response

  01/30/2025

  We have thoroughly reviewed the customers feedback and acknowledge that they may be experiencing playback issues with some of our shows. Despite our efforts to replicate the errors internally, we have been unable to do so. However, our technical team is still actively investigating their case.
  
  The customer has provided screenshots of similar complaints found online. Unfortunately, these appear to be unrelated issues, most likely stemming from a broader streaming challenge affecting some users. BritBox streams content at the highest available bandwidth, but unlike some larger streaming platforms, we do not currently offer dynamic bitrate adjustment. This feature allows video quality to automatically adjust based on a viewers internet speed, preventing buffering or pixelation when a connection slows and delivering higher quality when it strengthens. Because BritBox does not include this functionality, users with older devices or lower-bandwidth internet connections may experience buffering.

  To address the customers concerns, we have issued a refund for the period during which they experienced playback issues. Additionally, we have recommended that they try accessing BritBox on other platforms, as their buffering issues may be device-relatedsomething outside our ability to resolve.

  Finally, we have reviewed the timeline of the customers interactions with our support team. While our agents followed standard workflows and procedures, we recognize that when their conversation was moved from chat to email, our team did not follow up within the promised timeframe. We sincerely apologize for the inconvenience and frustration this caused. We are using this as a learning opportunity to improve response times and ensure a better experience for all BritBox customers. One of our senior leaders will be reaching out, if the customer cannot watch the service the way they expect, we will offer a full refund and cancellation of the service for their troubles. 

  Customer response

  01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I responded to the Britbox email from ***** ******, with a video of what is happening. I was hoping that if they could physically see what is going on, they would fix it. It wasnt a surprise that their email to me also suggested that it is my internet that is the problem. Britbox representative after representative blamed my internet. We pay for the best internet service provided in our area. I have sent them a screenshot from ******** proving that my internet is not slow. Britbox has also stated that the screenshots of other complaints are different than mine. However, some of the complaints are exactly like mine. One of the screenshots is from another customer complaining about the error message unfortunately Britbox is not available where you are. I received that error message a few days before I started getting the something went wrong error message in the continue watching section. I clicked on Britbox and an error message popped up that Britbox is not available where I am and it said that Britbox isnt available in my country, but I could find out what countries it is available listed in their help section. I exited out of Britbox and opened it back up and all the shows were there. I thought it was just a glitch. A few days later on January 1, 2025 I clicked on Sister ******** in the continue watching section of their app and got the something went wrong error message. I kept trying to get it to work and it wouldnt. I finally tried going up to the A-Z section at the top of the screen. After I scrolled and scrolled and scrolled, I found the Sister ******** show and clicked on it. It would play in that section, but when I went back to Sister ******** in the continue watching section, I got the something went wrong error message. I emailed Britbox about the errors on January 1, 2025. I will attach a copy of the screenshot of the customer complaining about the unfortunately Britbox isnt available where you are error message and a screenshot of a customer on the ******************** Downdetector website that complained about the something went wrong error message. That customers complaint is dated January 1, 2025, the same day that I first emailed Britbox. I will also attach a screenshot from my email with that date on it. The Britbox representative ********* was the one that suggested that I click on other shows in the continue watching section to see if they had the same error message. I found that ************* and The Thin Blue Line also had it. All the other shows in the continue watching section of the Britbox app play. It doesnt make any sense why some shows play and others have the error message. Britbox keeps blaming the issue on me. Im not a new customer. Ive had ******************** for 3 and 1/2 years. They blame my internet speed and they accused me of having a VPN/proxy. I dont. I went to ***************** and sent them a screenshot that said no proxies were detected. These problems are not isolated to me. Others are complaining online about these same issues.  It surprises me that they would rather lose customers than fix the glitches in their app. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  Business response

  02/03/2025

  We explained to the customer that, despite our efforts, we have been unable to replicate the reported issue. Our technical team believes this may be related to the lack of dynamic bitrate adjustment. BritBox streams at the highest available bandwidth but does not currently support dynamic bitrate adjustment, a feature that automatically adjusts video quality based on internet speed. Without this functionality, users with slower connections or older devices may experience buffering. As a courtesy, we have offered a partial refund. If the customer is unable to watch ****************** on another device or through a streaming partner, we are happy to provide a full refund and cancel the subscription. We believe no one should pay for a service they cant fully enjoy. 

  Customer response

  02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Im not satisfied with their response. Britbox is continuing to blame me (my internet) for a problem with their app. I have went to ******** and shared with Britbox my internet speed (310mbps). It is good. I have even checked my latency speed (11ms) and upload speed (27mbps) on ******. Everything was considered FAST internet speed. There is a glitch in their app affecting just 3 of the shows in the continue watching section. The other shows play. If it was my internet speed, none of them would play. When I look up the shows that dont play in the A-Z section, those shows start playing from that area of the app. It just takes forever to scroll to the shows. I have been a  Britbox customer for 3 and a half years and this problem just started. I have not changed my internet and all of my other TV apps work perfectly. The only app on our *********** that I have found an issue with is Britbox. Its a shame that their app is glitching. They have wonderful shows that I enjoyed watching when they would play. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my subscription to Brit Box January 5, 2025. They are still holding my credit card on file. I requested thru chat that the credit card be deleted. However, I was told that it has to be sent to "resolution team" and then I will be contacted. They DO NOT have permission to have my card on file any further. I want the card deleted immediately.

  Business response

  01/09/2025

  After thoroughly reviewing this matter, we can confirm that BritBox customer support adhered to our policy for data erasure requests. To ensure the fastest processing, all account and credit card deletion requests are assigned to our Resolutions Team. In this case, the customers ticket was escalated to the team within 48 hours. At that time, we provided the following response:

  
  "We hope you are well! We've received your email and have raised this to our Tech and Billing Teams to process your request to delete the credit card information from your BritBox account as required by law."

  
  Once we acknowledged the request, the credit card information was deleted within 72 hours, meeting both our internal standards and legal obligations for data deletion. It seems that the BBB complaint was raised during this processing period. We would like to reassure you that the customers request was handled appropriately and well within the required timeframe.

  Customer response

  01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ** ******
  
  
  
   
  
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled my Britbox subscription on July 2023 and was paid up to date. Somehow I have still been paying $8.99 from then to present day. I have been unable to contact them or get a resolution from my credit card company to stop paying.

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Renewed subscription on 03/25/2024 Cancelled automatic renewal about 2 months ago.Subscription now indicates expiration on August 29th, 2024 but should indicate expiration date of March 25th, 2025.Contacted Britbox twice regarding getting the subscription expiration date corrected.

  Customer response

  07/11/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Britbox, LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 20 2024 Britbox charged me for a month of britbox. When I log into britbox it tells me to sign up for a subscription. I will not pay for britbox twice per month. I cannot watch it at all.

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  A charge has occurred on my **** account as of 05/15 from BritBox reference # *****************.I do not have BritBox & havent since my daughter gave me a gift of it for 3 months a year ago for Mothers Day. I do not want it nor did I authorize this transaction. Please credit my account immediately. Thank you. ***************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled a trial within canceling period yet they have twice charged me even after receipt of cancellation confirmation email. **************** (BritBox)May 4, 2024, 01:05 UTC ** ***** ** **** *** *** ***** ***** ******** **** ***** *** ****** **** ** *** **** *** ******* ***** ** ******* **** ******* ** ****** *** ****** **** *********** **** **** ******* ******* ** ******* ** **** ** **** ******** **** ************ ************ *** ****** ******** ** ********** *** ****** ** * **** *********** ****************** **** **** ** * ***** *** * **** ****** *** **** *********** *** ** *** ****** ********* **** *** ** ***** ***** *** ****** ****** ************ *** ****** **** ********** **** ******************* ** *** ********** ********* ***** ** **** ***************** * **** * ****************** * ******* ****** **************I was just charged again $8.99 on 5/3 and I canceled before trial ended. Please refund and finalize cancellation. Thank you.Show quoted text

  Customer response

  06/13/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Britbox, LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Brit box customer service will not stop harassing me on an issue that I have told them 3 times to close because there was no one smart enough to address the issue. Britbox customer service is soooooooo inept I want to scream!!! ****** CLOSE THIS OUT, IS THERE ANYONE INTELLIGENT ENOUGH TO UNDERSTAND THIS?

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Starting in March 2023, BritBox LLC ******** has been charging my credit card a monthly fee of $7.99 that became 8.99 for a subscription I didn't request or get. I finally noticed yesterday and had to cancel my credit card--couldn't get help through ****** ***** ***** or BritBox.Backstory: I had tried a trial subscription to BritBox via my ****** ***** *****--but didn't renew. The BritBoc LLC must have gotten my credit card info and started billing my card--took me a year to notice. Seems a scam that should be prevented. I would like a refund

  Business response

  04/24/2024

  Hello,

  We've reviewed ***************************' account information and found that they have a direct subscription to BritBox which they signed up for originally on March 15, 2023. There were no records of any cancelation requests until now.
   
  Please note that we don't have access to Amazon's billing platform and would not have known that the customer also had a ****************** subscription through them. 
   
  We've canceled the direct subscription, and we processed a refund for the last 9 months as a courtesy. Unfortunately, we cannot issue a refund beyond that. 
   
  Funds are credited to the customer's original payment method. Depending on their bank, they should receive the refund within the next 3-10 days.
   
  We've also sent an e-mail to the customer under ticket number ******. 

  Have a wonderful day!

  Best regards, 

  BritBox Customer Care

  
  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I canceled this service in Dec 2023 they charged me in Jan the credit card refunded it they said I restarted subscription, canceled it again when I saw they charged it here it is March and I got charged again. I called the bank they finally put a stop payment on it. PNC bank

  Business response

  03/22/2024

  Hello,

  The customer initially contacted us about her subscription under the email address ****************** on March 4, 2024, and we have advised her that this account has been canceled and there's been no charges since January 23, 2024. We didn't receive any other response from the customer since. 

  Upon further research, we have now located a duplicate account under her name with the email address ******************* It seems that the customer mistakenly subscribed twice due to a typo. We have now canceled this second account and issued her a refund. We have also sent the customer a follow-up email to let her know what happened. 

  If *** **** need additional help or information, she can respond to our email under ticket number ******* and we would be happy to help. 

  Kind regards,

  BritBox Customer Care

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩