topic Re: Help! in TV

Help!

Rich19861112 — Tue, 16 Sep 2025 10:02:19 GMT

Can someone please sort my ee tv account out.

endless phone calls for hours on end following the same process each time.

the issue is I want to downgrade my package however when the operator does it, it looks like it’s successful but the change never occurs. Apparently some issue on the account but it’s been a week now.

thanks

Re: Help!

DarrenDev — Tue, 16 Sep 2025 11:43:26 GMT

Sorry to hear that @Rich19861112 .

I'm not seeing any notes on your account to indicate progress, so I've asked a colleague to investigate further.

Re: Help!

Rich19861112 — Thu, 18 Sep 2025 12:17:02 GMT

Thanks. Any news on this?

Re: Help!

DarrenDev — Fri, 19 Sep 2025 09:08:05 GMT

Latest update is that the fault has been identified, but it's in a queue to be manually fixed. It has been chased this morning.

Re: Help!

DarrenDev — Fri, 19 Sep 2025 13:56:22 GMT

Frustratingly, that didn't get anywhere - they couldn't see any history of order attempts being made.

Could you please email me at eetvsupport@ee.co.uk with your account number, and what you would like to order. I'll then get that attempted, and traced through the system.

Re: Help!

Rich19861112 — Fri, 19 Sep 2025 17:56:29 GMT

Thanks. Exactly the same issue I have had for 2 weeks trying to get it sorted. The order just disappears and doesn’t change.

i have sent an email now.