It sounds more like we only have half the story there. It would be such a blatant lie that BT would realistically never say it. It is more likely that her existing set up (TV and Box) were no longer capable of receiving either Freeview or Freesat.

A Julie highlights though, everyone can get either Freeview or Freesat, and in many cases both. It simply depends on what equipment you have and where you are in the country.

Possibly there are remote places in low valleys that can not get a Freeview signal and which equally can't get a line of sight to the Freesat satellite. Possibly, but I don't know of any.

From the BT site .....

Click on this:

http://bt.custhelp.com/app/answers/d...0460/related/1

find the picture of your box (you may have to scroll down) then tell me which one is yours (1st, 2nd, 3rd, etc)

Thank you Omah
Its the first box i am going to give it a go later when i have studied the instructions and got them into my head - this may take time