topic Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !! in TV

New Customers can't join EE TV if still in legacy Fibre package... shocking !!

LisaN_88 — Wed, 26 Jun 2024 11:02:14 GMT

I'm coming to the end of my Sky Contract, and in the perfect position now to join EE TV as a new paying customer ..but!

I just called EE and their Sales person (who was advised by her manager) told me I still have 2-3 months left of my EE Fibre package and because the TV is on the new side of EE, and ours is still on the legacy, there is absolutely nothing they can do... and I have to wait till in the remaining 3 months of my contract (Sep 2024) before EE will look into this. When I mentioned this was terrible to the sales lady, she agreed and said they can only follow what they are told to do.

I don't know who makes up the rules for EE, but this is a terrible business rule / plan.

I want to join EE as a paying TV customer which equals more money for a min 24 months contract, I will be tied into a new Fibre package, TV package yet they can't do anything until my legacy ends. I may now just see what Sky give me as a deal and just stick with them for a further 24 months, which means EE have lost out, ..and how many other customers are being told this?

I think this is completely shocking, and something that EE should look into and change pronto, so if any Mods are in comms with EE management, I think this should be highlighted very swiftly ☹️

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

LisaN_88 — Wed, 26 Jun 2024 12:13:58 GMT

Just to clarify, as I can’t edit above post anymore.

My Fibre Contract ends December 2024, once I hit September (start of remaining 3 months) EE will then look into a TV contract.

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

Chris_B — Wed, 26 Jun 2024 12:48:45 GMT

@LisaN_88 There’s more to it than what you’ve been told. It’s not a straight forward process and at present this is undergoing testing. It’s not that they don’t want you to change over to New EE BB it’s a case of the system just says no it can not do this.

EE TV is only available to New EE BB customers (I’ll call this Mk 2 broadband) it’s not available to legacy BB customers ( MK 1 broadband) . Once you can upgrade to New EE BB ( MK 2 BB ) you can have EE TV. EE tv isn’t available on MK 1 BB.

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

DarrenDev — Wed, 26 Jun 2024 14:40:52 GMT

I've asked for clarification from the project team, as I'm not aware of such a restriction on ordering. I do know that it's more complicated to migrate from legacy EE Broadband to new EE Broadband, but I'm not aware of any reason why ordering should be prevented - even when still in contract.

I'll update as soon as I have an answer.

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

LisaN_88 — Wed, 26 Jun 2024 20:10:59 GMT

Thank you both,

If there is an issue, then why don’t they have the authorisation to end a contract on BB then start a new one for the EE TV?

I can see a lot of customers thinking this is, and going back to Sky for another 2 years, EE needs to do something to stop customers going back to the dark side, EE must be losing $$

Hopefully the testing works and completed soon

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

Chris_B — Wed, 26 Jun 2024 21:06:31 GMT

@LisaN_88 I can give you an update on testing after next weekend or just after, luckily I’m out of contract for my EE BB so it’s probably a little easier to change over for my situation than someone who’s still within a contract term for legacy BB. It’s taken a few months just to get to this stage for me and hopefully there is no more issues.

I hope I’m ok in saying this. ( this might get moderated lol )

As for just changing over while still within a contract term that change over will probably result at present in you being required to pay off the remaining term of the legacy contract. New EE BB is seen by the system as a new broadband connection not a continuation of the current one you have. I even had to pass a new credit check for this as I had to be processed as a new customer even though I’ve had EE BB for around 6 years now. It’s a lot more complicated than you would think and customer services are not involved in my switch over to new EE BB and they don’t know what issues have had to be sorted, Even I don’t know all the problems that have been caused by this and it’s only because of one phone call I got told of a few issues.

Reset assured that it’s being worked on and you’ll probably find by the time your current EE BB term is up you should just be able to change over to new EE BB without issue.

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

Fuseonic — Wed, 26 Jun 2024 22:48:23 GMT

It's the fact they don't even clearly explain the difference between legacy EE and new EE customers anywhere on their website or ordering pages thats ridiculous. Instead us legacy EE customers just get shown error after error.

I'm a software engineer and we use a tool called Sentry at work which basically alerts us to any errors that are occurring from customers using our app. We can't always solve every error that occurs but we are at least diligent in ensuring we handle those errors and show appropriate messaging to the customer. It's unacceptable 8 months after new EE launches that you just get error messages all over My EE if you have legacy EE broadband and dare to click on anything related to Broadband or TV.

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

GosforthUK — Thu, 27 Jun 2024 09:53:24 GMT

to be fair, even after 8 months, after I switched from BT FF900 to EE 1.6 Gbps BB, I am unable to order EETV...

Keeping every time get response: it is not possible yet, but might be in 2-3 /put what you want/ months...

Nevermind, I have Netflix and TNT as part of my inclusive perks on my EE SIM and can live without EE TV at all, but it's shocking, as even several months later, these problems with migration from different (and legacy) products still complicate things...

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

LisaN_88 — Thu, 27 Jun 2024 12:27:04 GMT

Funny how you mention the 'Error's,

When I am logged in and try looking at packages I may want to change to, whether this is Mobile, BB or TV, I ALWAYS get a page stating 'Due to Technical Error please call 0800 ..' and this isn't new, it's been going on for years and very frustrating!

Yet when I log out, and choose my neighbour at number 14, I get thrown a plethera of deals etc to join...

I don't get it, why is there Technical issues when trying to view other deals, is it EE pushing the customer to call so they can push sales?

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

Chris_B — Thu, 27 Jun 2024 12:34:14 GMT

@LisaN_88 when you enter your neighbours address because they don’t have EE broadband it will not show an error and allows them to have it, It knows that you’ve got broadband with EE on your account which is why you’ve got the error. At present you can not take out New EE BB via your account or by calling customer services it’s not available yet.

As for your mobile account giving you an error message that’s not related to the BB error and is something else so perhaps a call to customer services is required for this.

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

DarrenDev — Thu, 27 Jun 2024 16:10:44 GMT

I have unfortunately had confirmation that it is NOT currently possible to migrate from legacy EE Broadband to New EE Broadband if you have more than 90 days left on your current contract.

Unfortunately the ordering systems involved don't currently give us the flexibility to handle this scenario. This isn't by design - it's an issue with the older EE ordering system, and we're working hard to find a solution for it.

Regarding other points raised on this thread:

Yes, unfortunately the web site and EE app also have a number of issues with them. The web site currently only supports ordering new EE Broadband on its own, or EE Broadband and TV at the same time - only for a totally new customer. All other orders (migration from older EE contracts, BT contracts, or adding/changing services) aren't currently supported, and need to be taken over the phone.

This isn't a ploy to upsell - we'd much rather you did everything online, but the systems can't handle it yet.

EE Broadband speeds faster than 900Mbps are on an even newer system, that cannot currently take orders for TV. All of the above issues should be resolved when we eventually move everything to the newest system - this is due later this year.

Re: New Customers can't join EE TV if still in legacy Fibre package... shocking !!

LisaN_88 — Thu, 27 Jun 2024 17:25:16 GMT

Thank you Darren and all

Explains everything so great!

My Sky package ends soon so will probably just continue as they will no doubt offer me again a ‘unique’ package deal 😂

Maybe in 2 years I’ll try back with EE