topic Re: New user of EETV in TV

New user of EETV

HantsLady — Tue, 07 May 2024 09:52:30 GMT

We recently signed up to EE TV “Full Works” package through our BT Broadband account and requested an EE Guide to help install the system since we have been Sky customers for many years.

The person who came simply installed the box and registered our ITVX account (apparently required on installation) but told us that he had no idea how all the other apps that are connected to EE TV work or how to register with them and use them through EE TV.

We do not currently have a Netflix account but were not able to register a Netflix account in order to link it to EE TV without subscribing to the minimum £4.99 a month. It is meant to be free on our EE TV package.

Same issue with NOW - which says that we only have one month free and not the full 24 months as shown when ordering the “Full Works” package from EE. Not sure that paying £30 is worth it for someone to plug in a box and demonstrate the remote control!

There does not appear to be a Guide on EE’s website explaining how the box and app works and how to set it up.

Re: New user of EETV

HantsLady — Tue, 07 May 2024 10:33:58 GMT

Same problem here. We ordered the “Full Works” package through our BT broadband account on 19th April, before the merger with EE on 25th April, plus an “Expert Visit” at £30. We were told that there were “systems errors” with NOW entertainment.

Email dated 25th April showed a contract which included moving our BT Broadband to EE at an extra £10 per month and restarting our existing 24 month contract. First error.

Showed one-off charges of £90 - £60 for “Expert Visit” not £30 as quoted and anther £30 for “Sport” never mentioned previously. Second error

The TV package was not the “Full Works” just TNT Sports, NOW Cinema, NOW Entertainment and Netflix each individually priced and not the amount we signed up for. Third error

The “expert” who visited installed the Pro Box and demonstrated the remote but had no idea how the apps worked or even that you could use the EE app on a Smart TV!

Instead of this being a seamless move using “Expert” help it has become such a palaver that my husband is even prepared to go back to Sky and kick BT/EE into touch!

Re: New user of EETV

DarrenDev — Tue, 07 May 2024 11:04:14 GMT

Sorry to hear of your issues @HantsLady however those failures are the reason why you don't have a fully working service now - your previous orders have left your account in a bad state that has now caused it to fail to provide the proper services to you.

This is a known issue and a fix is being worked on, but I'm afraid you're going to need to call the helpdesk to ask for a fault to be raised. Mention that it's a known issue, and insist on a fault being passed to TMC to manually fix it.

Re: New user of EETV

Daipop — Tue, 07 May 2024 14:10:17 GMT

NewEE is a joke as their unable to integrate the EE/BT systems & are even protected by the Communications Ombudsman who refers you back to them for a resolution - good luck my sympathies are with you

Re: New user of EETV

Daipop — Tue, 07 May 2024 14:12:19 GMT

Well well revealing ?? Any joy with my problem or will it continue to be IGNORED ?? Poor show sorry!!

Re: New user of EETV

DarrenDev — Tue, 07 May 2024 14:23:57 GMT

I haven't ignored you @Daipop - I replied to your email on Friday night, and told you I'd get someone to look at it today. I've just replied to your email again with a status update.

Re: New user of EETV

HantsLady — Wed, 08 May 2024 16:29:25 GMT

I’m not sure what you mean about “previous orders” We already had BT Broadband and only ordered the “Full Works” on EE TV once as far as we were aware. It has been escalated now to Consumer Resolutions.

It doesn’t help that we get almost daily emails with different amounts on them, going up each time!

Re: New user of EETV

Daipop — Wed, 08 May 2024 16:39:59 GMT

Hi HantsLady

Just found out they can reinstate my lost order exactly as first placed in March but only at an increase of £20/month - so NewEE or BT error will cost me (79 year OAP) over £240 a year more - disgusted

But the guy Jordan was very helpful & apologetic of my shameful treatment re lost order

Again best of luck keep us posted
Kind regards
DAIPOP
Sent from my iPad

Re: New user of EETV

Daipop — Wed, 08 May 2024 20:18:51 GMT

Sorry Darren good contact with Jordan earlier & could submit the order again as it was trapped in your system BUT for exactly the same deal would now cost me £126.99 a month for the full works All Rounder up £20 more a month so he’s sent it back to executive complaints & so I appreciate you intervening on my behalf & WATCH THIS SPACE ???

Re: New user of EETV

HantsLady — Thu, 13 Jun 2024 10:19:52 GMT

The fact that the customer service agents are very helpful and apologetic of shameful treatment, it doesn’t get the issues resolved! You should not have to pay and extra £240 a year as a pensioner because they messed up.

We had so many emails back and forth between “Executive Complaints” that never resolved anything that we finally told them to cancel all “contracts” and that we were moving to Sky for broadband and TV. It is costing more than the original contract we took out with BT but since BT/EE were apparently unable to reinstate that contract the end result will probably be more or less the same price. It is also for 18 months not 24.

All that rubbish about previous orders was a construct by EE since we only ever had one contract for broadband and phone with BT and were trying to set up a contract for BT TV per an offer that had been made in April. We never authorised cancelling our BT broadband contract and starting a new one with EE nor did we set up a TV contract with EE. We also did not authorise BT to share our bank details with EE or for EE to set up a Direct Debit.

All in all we would probably have a very good legal case for miss-selling and for sharing bank details, should we decide to go down that route. Certainly, if we get any further grief from either BT or EE, we will consider it.

Re: New user of EETV

DarrenDev — Thu, 13 Jun 2024 11:11:20 GMT

I can assure you that there was no construct by EE @HantsLady . I can see that your account was migrated to EE Broadband in an effort to resolve the issues you'd been experiencing beforehand when trying to add TV to your BT Broadband account. This attempt to upgrade your account also resulted in order failure due to a fault with our system, which then caused other issues when the subsequent retry was processed.

I can only apologise again for the chaos you've had - we're trying our best to fix all the issues with our ordering systems.

Please note that BT and EE are different brands of the same company, and therefore no details were shared outside of any systems that didn't already have them.

Re: New user of EETV

HantsLady — Thu, 13 Jun 2024 11:52:43 GMT

At no point did anyone explain to us that we were being “migrated” to EE and nor did we authorise this.

From the moment that we were informed that we were being “migrated” to EE we complained since the migration involved cancelling our BT contract after only a few weeks and moving to another EE contract starting at the new date and at a different price. Even doing this never resulted in a solution to the TV package that we had ordered and we were being sent bills of £175 plus!

EE and BT may well be the same company but they do not have the same account and had no right to transfer our direct debit from BT to EE without any notification or authorisation from us.

BT/EE seriously need to sort out their systems issues! We had been BT customers 10 years ago and had similar problems then. We were overcharged more than £800 on that occasion and had to fight tooth and nail to get the money back.

Re: New user of EETV

Daipop — Thu, 13 Jun 2024 13:29:08 GMT

Well said & I appreciate your concern for us OAP we went down the Ombudsman complaint route last year which was a total waste of time as their in cahoots with BT/EE & all we got was a derisory £75 for our trouble & a crocodile tears apology??
Openreach have run the fibre to home cable at long last so will let you know if broadband arrives - which it should as we”re already paying for it even without the promised service speeds?
So i think we’re owed 3 x failed appointments @ £35 each = £105 plus £20/day for 105 days to date = £2100 i.e a TOTAL of £2205 without any compensation for the stress & anxiety caused by their failures ???
What are my chances do you think. ???

Kind regards
Daipop
Sent from my iPad

Re: New user of EETV

Daipop — Thu, 13 Jun 2024 18:41:08 GMT

Hi Darren Dev
Does my claim for compensation look about right ?

Daipop
Sent from my iPhone

Re: New user of EETV

DarrenDev — Thu, 13 Jun 2024 18:43:36 GMT

I deal with technical issues @Daipop - not complaints or billing.

Re: New user of EETV

Daipop — Fri, 14 Jun 2024 18:32:34 GMT

Open reach engineer called to install full fibre yesterday - told my wife Marion it’s all connected up & working perfectly all you have to do is move the hub nearer & plug the red lead in ?? Good help for an 80 year OAP eh - i came home followed his instruction plus use power lead ??? NOTHING ! Apparently the DUMBO has switched off everything & no engineer available until 18/6 ???? It goes from Bad to WORSE desparingly ???

Mini hub supplied so have internet but all my security devices have failed & EE TV is unavailable via Mini Hub can you sort this TECHNICAL issue please DarrenDev??

Re: New user of EETV

Rky — Fri, 14 Jun 2024 19:50:35 GMT

I was about to order EE TV now by reading this experience I’ll look for alternative