topic Re: As a disabled customer, highly disappointed with EE's service in TV

As a disabled customer, highly disappointed with EE's service

OllieBob — Thu, 25 Jul 2024 14:01:28 GMT

Hey,

So, firstly I'll say this, the people I've spoken to on the phone have been outstanding and helpful, within their limits. EE, in my experience, have very good customer support.

Now, for the bad bit...

I'm a totally blind customer. For this reason I went with EE who supply an EE branded apple TV box as part of their package. The apple TV box is highly accessible. Wonderful, very happy with it over sky stream. I was told, when purchasing, by the agent, that he thought I should be able to get a second EE branded apple TV box. Turns out, I cannot. I can't even buy one. I've got the EE TV mini box which is completely inaccessible, I can't even turn on audio description independently. This is very frustrating.

Added to this, because there has been an issue with my account, I got a message out of the blue that my order had ben cancelled and my service was being terminated. Another phone call in to rectify this. In total I've made about eight calls to rectify the lack of the secondary apple TV box, and the issue with my account being cancelled from under me... And still, when I go onto the EE app, I can't access any of my account.

this is not a cheap service. I expect things to work and I expect adjustments to be made due to my disability, even if I have to spend a little more to do so. I'm not trying to get anything for free here, though that would be nice.

All in all, EE are not at all impressing me. I'd cancel if I could but my old broadband has now been shut off so I can't be bothered with all the issue of sending equipment back etc.

I'd suggest looking elsewhere to other blind people looking for an accessible solution to TV watching. They just aren't mature enough to support us, but the people on the phones are lovely, so at least they've got that going for them.

Re: As a disabled customer, highly disappointed with EE's service

Chris_B — Thu, 25 Jul 2024 15:59:12 GMT

@OllieBob

You can only have one EE Apple TV as that’s all that’s permitted and if you require other boxes to watch TV on then you are given the mini box. You can not have one rule for some and a different rule for others because at what point do EE say no. It’s the same rule for all. It’s just like you can only have one EE TV pro box. And as you say “by the agent, that he thought I should be able to get a second EE branded apple TV box”. That’s “thought”. That wasn’t saying you can they was having a guess.

Re: As a disabled customer, highly disappointed with EE's service

OllieBob — Thu, 25 Jul 2024 16:06:07 GMT

Let’s flip this a little. Let’s say every customer should have the same experience. I require, instead of an inaccessible EE mini box, an accessible apple box as my secondary box. Adjustments sometimes have to be made to maintain a quality of service for customers with different needs.

And fine, say your rather uncompromising and narrow minded view is true, which I don’t think it is, I should be allowed to purchase an EE Branded Apple TV box so I can access the subscriptions on a secondary box.

I could go into more detail why this is wrong, and poor treatment and, for want of a better description, short sited. All services should be accessible to everyone. I pay the same as everyone else but get a diminished service because of their lack of accessibility on their own hardware, and the lack of provision for those with different needs.

Re: As a disabled customer, highly disappointed with EE's service

Weerab2024 — Thu, 25 Jul 2024 16:34:50 GMT

You can turn on audio description on the mini box, by pressing the 3 line button at the top right hand side of the remote and then selecting the audio description button, so you wouldn't need to do it for every channel.

Re: As a disabled customer, highly disappointed with EE's service

DarrenDev — Thu, 25 Jul 2024 16:48:55 GMT

Sorry to hear that our agent misled you @OllieBob. Unfortunately it's a contractual requirement that only EE provided Apple TVs can be used. I've asked if I can get a statement on why we can't offer a second Apple TV for an additional fee in exceptional circumstances (I don't know if there's a contractual reason for this).

The YouView boxes come with a new remote control that isn't as easy to enable Audio Description, but an older remote with a dedicated AD button is also available - I can try to arrange for one to be sent to you if that helps. It's also possible to connect a device to the USB port on the back of the box to control it, however I apologise for not knowing what device options there are for blind assistance.

The full list of accessibility features is available from YouView's web site: https://support.youview.com/youview-box/accessibility/accessibility-features/

Re: As a disabled customer, highly disappointed with EE's service

Chris_B — Thu, 25 Jul 2024 19:28:44 GMT

@OllieBob Not liking what someone has put doesn’t mean it’s narrow minded it’s just you don’t like it. There’s a big difference between narrow minded and being told how it is. The mini box does offer audio description it’s just you haven’t learned how to enable this as easily as the Apple TV box.

Re: As a disabled customer, highly disappointed with EE's service

OllieBob — Thu, 25 Jul 2024 20:35:07 GMT

Please grow a brain. Thank you.

Re: As a disabled customer, highly disappointed with EE's service

OllieBob — Thu, 25 Jul 2024 20:39:07 GMT

Thank you. Will check out the link. It does seem it must be some odd contractual issue. Reasonable adjustments should be made.

Also, thank you for being constructive rather than the other reply who wasn’t particularly intelligent in their answer. Troll I think.

Re: As a disabled customer, highly disappointed with EE's service

Chris_B — Fri, 26 Jul 2024 07:25:07 GMT

@OllieBob As I said not linking what someone has put is just you not liking it. It doesn’t mean anything else and I don’t gain anything from it and I’m certainly not trolling I’m just informing you how it is and you don’t like that.

Re: As a disabled customer, highly disappointed with EE's service

Weerab2024 — Fri, 26 Jul 2024 09:17:22 GMT

It's a customer forum.

Darren is a EE staff member who may know more information.

The rest of us are just trying to help other customers out if we can.

Re: As a disabled customer, highly disappointed with EE's service

OllieBob — Fri, 26 Jul 2024 09:48:48 GMT

I’m sure you're trying to be helpful, in your own way. Saying, just lump it because you’re disabled, doesn’t work though and is not a solution or, indeed, helpful. It is possible for me to have a similar experience to everyone else if there is a waving of the rules. I’m a minority and so EE may not have come across this situation before but, if it can be rectified by allowing me to purchase a second apple TV box, it should be. You opened with a rule should be the same for everyone, but not everyone is the same. you don’t require a second Apple TV box for full functionality of your EE TV system on a second TV. I do. I’m saddened that your world view is, even if adjustments can be made to give an equal experience, or as close to equal as reasonably possible, those steps shouldn’t be taken. You’re right, it’s not EE’s fault that I’m blind, it’s not your fault, I’m blind, nor is it mine. You should understand I have an inferior product to what I was led to believe I would receive, EE has not fixed this, they should.

I’m unsure what has made this such an issue that you felt the need to even reply to my post to basically say, you’re not special, sit down and shut up. Next time, I suggest following the same advice. Your ‘help’ has not been constructive, aside from reminding me that there are narrow minded people in the world who think if reasonable adjustments can be made for parity of experience, they shouldn’t be. Isn’t that just a rather small and mean view?

Re: As a disabled customer, highly disappointed with EE's service

OllieBob — Fri, 26 Jul 2024 09:49:48 GMT

And the helpful replies are much appreciated. 🙂

Re: As a disabled customer, highly disappointed with EE's service

Chris_B — Fri, 26 Jul 2024 13:04:49 GMT

@OllieBob No one has said “just lump it because you’re disabled” so don’t put words in to other people’s mouths . I wasn’t bringing any disability in to it. I was telling you the same way as everyone else who wants a 2nd Apple TV box. You just don’t like what I put that’s all.

Disability or not it’s one Apple TV box per customer and that’s the same for the TV pro box.