topic Re: Downgrading Tv Packages in TV

Downgrading Tv Packages

LokiTheCat — Fri, 03 Oct 2025 18:26:56 GMT

Can anyone tell me how I downgrade my packages? I moved from BT to EE and was told I'd get 'Full Works' free for 3 months, 1 month in and I want to downgrade back to Entertainment. Last month was told there were buttons that appeared when the second bill came out - there's nothing I can do or see. I'm fed up of waiting upwards of an hour to speak to agent I just want to get rid of the extras I was lumbered it

Re: Downgrading Tv Packages

zulu17 — Sat, 04 Oct 2025 10:38:05 GMT

Reading this thread @LokiTheCat is aware of what they wish to change ie change their Flexible EETV contract from Full Works to Entertainment but EE is experiencing difficulty in doing this.

I suspect from previous threads in this community this may be due to EE not enabling this to be done other than via calling customer services. This seems a limitation of the current EE systems as @LokiTheCat appears to have followed the advice given by EE so @LokiTheCat has attempted to call EE but has experienced excessive wait times.

So a few things for EE to address here

1, Enable their Flexible TV packages to be managed by the customer directly

2, Update their documentation and customer service advice if this can only be effected by calling CS.

3. Review the apparent excessive wait time customers are experiencing.

Re: Downgrading Tv Packages

DarrenDev — Sat, 04 Oct 2025 10:46:47 GMT

It's not currently possible to manage EE TV subscriptions online. The order system is still being upgraded, so the only way up manage subscriptions is by calling.

This has been discussed many times on these forums @zulu17 - everything that can be done, has been done.

The only option is to call and wait.

Re: Downgrading Tv Packages

zulu17 — Sat, 04 Oct 2025 11:17:10 GMT

Yes that confirms how EE intends to address point 1 but points 2 &3 become relevant.

The advice given by EE CS when the customer enquired previously and within the Web site documentation that they have been referred today is

Change your EE TV package or get an add-in by logging into EE online.

Then there is the wait time in the CS calls which seems excessive in this case. Is this a resourcing or call management issue or down to other one off events like extreme weather etc.

These are issues that EE may wish to address.

Re: Downgrading Tv Packages

DarrenDev — Sat, 04 Oct 2025 11:37:54 GMT

Like I say - all that can be done, has been done (it's been like this almost 2 years now!)

I'm beyond frustrated, but this is what we have to put up with until the new system is available.

(but I will ask why an agent told someone it could be managed online - that is odd, as they know better).