topic Re: Renewed contract, new equipment missing from order in TV

Renewed contract, new equipment missing from order

JohnT63 — Fri, 19 Sep 2025 20:44:55 GMT

I renewed my contract a few days ago and was due to be getting a new hub, recordable youview ee TV box pro and a TV box mini. But I've only received the hub and TV mini.

Order does state all 3 items. Can anyone advise further please

Re: Renewed contract, new equipment missing from order

XRaySpeX — Fri, 19 Sep 2025 20:52:02 GMT

You need to call CS.

Re: Renewed contract, new equipment missing from order

JohnT63 — Fri, 19 Sep 2025 21:00:49 GMT

Thanks, I can see that this has happened to some other customers that have posted on here too.

Re: Renewed contract, new equipment missing from order

DarrenDev — Sat, 20 Sep 2025 03:33:15 GMT

Did you already have a TV Box Pro? A new one wouldn't be sent on renewal, as the new boxes are the same as the old ones (just in a different shape case). They only get swapped if they become faulty.

Re: Renewed contract, new equipment missing from order

JohnT63 — Sat, 20 Sep 2025 06:59:08 GMT

No, we didn't have the pro box already. We had old BT youview box. And that box plus other equipment is on the list of items to be returned.

Re: Renewed contract, new equipment missing from order

DarrenDev — Sat, 20 Sep 2025 08:09:18 GMT

I can confirm that a TV Box Pro is missing from your order, but your stuck broadband order prevented the agent from adding it when you called an hour ago. A fault is raised for your broadband - once that's sorted, they'll be able to get a box ordered.

Sorry for the inconvenience - it's a weird situation that it was on your order confirmation, but didn't end up on the right system to actually send it.

Re: Renewed contract, new equipment missing from order

JohnT63 — Sat, 20 Sep 2025 08:57:20 GMT

Thanks for your replies, I posted on here before we called customer service this morning , They were very helpful and they're looking into things for us and hoping to get things sorted for us asap.