topic Re: Where's the TV channels I've paid for? in TV

Where's the TV channels I've paid for?

patloc — Fri, 17 May 2024 19:53:41 GMT

Hello Eeeeeed

I'm very new to EE having crossed from 27yrs at Virginmedia. I can't speak to anyone at EE about holes in my paid for tv package and how to activate and issues with my account being verified for this purpose. I've spent so far 2hrs on 2 phone calls with a stated wait time of a mere 30mins to a customer service that doesn't seem to exist. Eeeee you're customer service is absolutely abysmal and quite useless. There doesn't even seem to be an online bot to speak to or anyone in another country who wants to speak and greet one of their latest customers. What do you have to do to get customer service other than be complaining by email or snail mail?

Re: Where's the TV channels I've paid for?

Chris_B — Fri, 17 May 2024 21:14:13 GMT

@patloc All call centres are UK based so no calling an overseas call centre. You’ll not be the only one calling so a waiting time is to be expected.

Re: Where's the TV channels I've paid for?

Profile closed — Sat, 18 May 2024 06:21:04 GMT

@patloc If you've been with Virgin Media all those years, surely you should be used to terrible customer service? 😂

Joking aside, no one is trying to test your patience on purpose, EE is going through quite the transition behind the scenes and there are quite a few teething problems, from systems to apps to kit to CS training and knowledge.

Sadly this means there are problems setting new (or existing) customers up and things go wrong. Persevere with contacting EE and if you are lucky a mod or employee may even pick up this conversation to help.

Re: Where's the TV channels I've paid for?

patloc — Sat, 18 May 2024 07:59:09 GMT

Many thanks for your words of wisdom and don't assume Virginmedia have bad customer service. My experience of 27yrs with Virginmedia customer service has never been as bad as this EE experience. In the early Ntlworld prior to Virginmedia taking over 25yrs ago there were times I had to wait about 10-20mins to speak to customer service however since then they're always available to speak to within 5mins.

I've wasted 2hrs plus and not been able to speak to anyone from EE about the issues I'm having they don't seem to have any customer service at all. However EE were very quick to contact me to take my money. My 1st impressions of EE as a new customer is that they are have no customer services.

Re: Where's the TV channels I've paid for?

patloc — Sat, 18 May 2024 07:59:25 GMT

Re: Where's the TV channels I've paid for?

patloc — Sat, 18 May 2024 13:52:34 GMT

Another 2.5hrs on the phone to try and sort out my EEeeeeeee issues. Best tip was from local EE shop who told me about Texting HELP to 66033 which I couldn't find anywhere on the very unhelpful EE website. Within 5mins someone got back to me and I had my 1st conversation with a human about my issues. However after 30mins of working through the problems the lovely lady gave up and put it the phone down. Not deterred I tried same help txt to find another help EE advisor who didn't give up and spent a hour sorting what wasn't happening. He left me with the issue being handed via request form to another department where he assured me the highly time sensitive team would sort out my TV package within the next 72hrs no doubt using Royal Mail to communicate the problems 😕

Re: Where's the TV channels I've paid for?

patloc — Sun, 19 May 2024 06:32:28 GMT

Update.....Another 2.5hrs on the phone to try and sort out my EEeeeeeee issues. Best tip was from local EE shop who told me about Texting HELP to 66033 which I couldn't find anywhere on the very unhelpful EE website. Within 5mins someone got back to me and I had my 1st conversation with a human about my EE issues. However after 30mins of working through the problems the lovely lady gave up and put it the phone down. Un-deterred I tried same help txt to find another help EE advisor who didn't give up and spent a hour sorting what wasn't happening. He left me with the issue being handed via request form to another department where he assured me the highly time sensitive team would sort out my TV package within the next 72hrs no doubt using Royal Mail to communicate the problems 😕 After another 20min wait I was handed over to customer service for my HD issues that hadn't been added as requested to my deal. Oh no the advisor said you'll have to wait 30days before we EE can reinstate HD/4k.The HD issue is still unresolved and was told by the last customer service rep that it couldn't be reinstated for 30 days due to EE systems not allowing him to do so. He asked me to ring EE customer service in 30 days to ask for HD to be added again and I would incur extra cost even though I ordered HD in my original order. Are you able to help me with these points I've highlighted to you?

Above is the screenshot of my order which clearly states extras as HD+4k. Why is EE withholding what was agreed and wishing to double charge my to reinstate?

Re: Where's the TV channels I've paid for?

DarrenDev — Sun, 19 May 2024 06:39:25 GMT

What exactly is your TV issue @patloc ? You've mentioned the issues you're having trying to call, but not the issues with your TV service.

Re: Where's the TV channels I've paid for?

DarrenDev — Sun, 19 May 2024 06:45:44 GMT

OK, so I cannot comment on why the ordering system isn't allowing you to add HD/4K onto the account - I'll leave that to the experts on the fault you've already raised.

I've manually added HD/4K onto your account for now though, just so you can have service whilst the issue is resolved.

Sorry for the inconvenience - as mentioned on your other thread, we are still working through all the teething issues with our new ordering systems.

Re: Where's the TV channels I've paid for?

patloc — Sun, 19 May 2024 14:33:17 GMT

Many thanks Darren for adding HD/4k. What can you do about the Discover+ issue that I'm unable to activate and is in my EE package?

Re: Where's the TV channels I've paid for?

DarrenDev — Sun, 19 May 2024 14:57:01 GMT

What issue are you having with activation @patloc ? Do you see an error when you try to activate at https://ee.co.uk/TNTSports ?

Re: Where's the TV channels I've paid for?

PaulR31d — Sun, 19 May 2024 15:59:28 GMT

There's nobody there.

Re: Where's the TV channels I've paid for?

patloc — Mon, 20 May 2024 14:54:48 GMT

Hi Darren

I can now get TNT and HD/4k however I'm still unable to activate Disco+. No error messages just wants me to pay for the channel that is already included in my EE order as previously seen

Re: Where's the TV channels I've paid for?

DarrenDev — Mon, 20 May 2024 15:24:47 GMT

@patloc you need to specifically activate your subscription via the EE web site before your discovery+ account will recognise that it's already paid for. Can you please visit https://ee.co.uk/TNTSports and follow the process to activate it on your account - let me know if you see any errors.

Re: Where's the TV channels I've paid for?

patloc — Tue, 21 May 2024 08:27:09 GMT

Thanks for this link however I can't use it as it's only for EE mobile numbers for a one time pin, which I don't have. Tried this same route last week. Have have you got a link which is multi network friendly?

Re: Where's the TV channels I've paid for?

DarrenDev — Tue, 21 May 2024 14:52:53 GMT

Sorry, I've not personally seen the new process for activation on EE accounts. This this article help? It offers a few different routes:

https://ee.co.uk/help/tv-sport/tnt-sports/set-up-my-tnt-sports-subscription

Re: Where's the TV channels I've paid for?

patloc — Tue, 21 May 2024 16:24:33 GMT

Hi Darren

I've even tried the on screen QR code route only to find that everything is linked but not to the account number I've been given. See attached screenshot. Do you know anyone in EE who can get in touch with me to sort this issue out for me? I really dispair with the lack of systems knowledge within EE clearly there's no quality control dept heading up the new business with customer satisfaction being at the forefront once signed up.

Re: Where's the TV channels I've paid for?

DarrenDev — Tue, 21 May 2024 17:10:57 GMT

Can you please email me at tv.apps@ee.co.uk with the account number you have. I'll get your EE ID fixed, so that you can get your login activated.

Re: Where's the TV channels I've paid for?

patloc — Wed, 22 May 2024 05:57:47 GMT

That didn't go well either see screenshot