topic Re: Placed an order for EE TV to start tomorrow but heard nothing. in TV

Placed an order for EE TV to start tomorrow but heard nothing.

Antfly — Sun, 03 Aug 2025 22:43:46 GMT

I already have broadband and TNT sports had a long chat with the sales girl on 22nd July and ordered EE TV to start on 4th August and then cancelled my Sky contract which had a month left. Since them I have heard absolutely nothing from EE, not even an email, and nothing is showing up on my account. I don't really want to hold on the line for ages so is there any other way to find out what's happened to the order, please?

Re: Placed an order for EE TV to start tomorrow but heard nothing.

Northerner — Mon, 04 Aug 2025 05:56:00 GMT

Hi @Antfly

There is no account access on these forums. You are best off calling EE to find out as it sounds odd you have not heard anything.

Thanks

Re: Placed an order for EE TV to start tomorrow but heard nothing.

DarrenDev — Mon, 04 Aug 2025 07:08:45 GMT

Sorry @Antfly , I can confirm that there are no orders on your account. You would have received an email confirmation within a few seconds of the agent ordering it, if it had been successful.

Unfortunately, this does happen sometimes. The system that the agent raised the order on shows it was successful, but then it fails to progress to the next system due to conflicts. The only option here is to call again.

Apologies for the inconvenience - they are working as hard as they can to fix issues like this.

Re: Placed an order for EE TV to start tomorrow but heard nothing.

Antfly — Mon, 04 Aug 2025 10:49:58 GMT

Thanks for the replies. I am trying to do it online now and I also want to upgrade my broadband as apparently we can now get full fibre but all I get is a message that says "Sorry something went wrong"!

I may have to just stick with Sky.

Re: Placed an order for EE TV to start tomorrow but heard nothing.

DarrenDev — Mon, 04 Aug 2025 10:51:52 GMT

Upgrade orders aren't possibly online either I'm afraid - only new customers. This is due to issues with the ordering process too. The only option is to call.

Re: Placed an order for EE TV to start tomorrow but heard nothing.

Antfly — Mon, 04 Aug 2025 12:05:31 GMT

Well, that's rather unsatisfactory. Can't they call me, I want to give them some business?

Re: Placed an order for EE TV to start tomorrow but heard nothing.

DarrenDev — Mon, 04 Aug 2025 12:06:44 GMT

Afraid not - the EE helpdesk doesn't offer a call back service.

Re: Placed an order for EE TV to start tomorrow but heard nothing.

Antfly — Mon, 04 Aug 2025 12:08:48 GMT

Oh, there is a half hour wait at the moment. What is the best time to call please?

Re: Placed an order for EE TV to start tomorrow but heard nothing.

DarrenDev — Mon, 04 Aug 2025 12:28:29 GMT

I've asked a favour of a colleague to see if they can find your original order (on the other system) and force it through - let me know if this is OK, or if you need to change something about it?

Re: Placed an order for EE TV to start tomorrow but heard nothing.

Antfly — Mon, 04 Aug 2025 12:39:24 GMT

Thanks for that. I am interested in getting full fibre but I could do that at a later date if it is easier and it won't be more expensive later.

Re: Placed an order for EE TV to start tomorrow but heard nothing.

DarrenDev — Mon, 04 Aug 2025 13:03:35 GMT

It's looking a bit more complicated than originally expected, and would be best discussed on the phone. Could you please send me a DM (click my name, then the Message button) with best contact number and when's convenient, and I'll get my colleague to call.

Re: Placed an order for EE TV to start tomorrow but heard nothing.

Antfly — Mon, 04 Aug 2025 14:06:21 GMT

Is it possible for them to push through the old order if there are no changes? If so they should go ahead.

Re: Placed an order for EE TV to start tomorrow but heard nothing.

DarrenDev — Mon, 04 Aug 2025 14:26:22 GMT

Afraid not - I'd assumed this was a failed order scenario, but actually it looks like no order was raised at all. We can see the agent going through options, but no order was ever actually submitted. You'll need to speak to someone from sales to confirm exactly what you want, and accept the terms and conditions associated with it.

Re: Placed an order for EE TV to start tomorrow but heard nothing.

Antfly — Tue, 05 Aug 2025 14:50:00 GMT

I got a call from EE in Newcastle yesterday evening and it looks like everything is sorted now. Thanks for your help.