topic Re: Account issues - unable to add HD add on in TV

Account issues - unable to add HD add on

Weerab2024 — Fri, 27 Sep 2024 09:05:31 GMT

Last week I called EE to add the HD add on to my Entertainment package so that I could also get the Discovery channel in HD.

I was told this could not be done due to a data leakage issue and that it had been escalated as a fault had been raised and it was been monitored over 48 hours.

I have heard nothing back as of this morning.

@DarrenDev can your team see if there are any issues on my account?

I just seem to be going round in circles from my perspective

Re: Account issues - unable to add HD add on

DarrenDev — Fri, 27 Sep 2024 10:29:18 GMT

I can see lots of comments on your account from all your calls over the last MONTH to get this sorted. It should NOT take that long - I can only apologise.

Can I ask you to please send me an email at tv.apps@ee.co.uk with exactly what you want to order (your notes mention a broadband upgrade too), and I'll send it on to someone who can hopefully get that raised for you.

Re: Account issues - unable to add HD add on

Weerab2024 — Fri, 27 Sep 2024 11:32:14 GMT

Thanks very much @DarrenDev for your apology, it is not your fault 🙂

I have sent an email as requested.

Many thanks

Re: Account issues - unable to add HD add on

Midnight_Voice — Fri, 27 Sep 2024 16:38:48 GMT

@Weerab2024 @DarrenDev

We’re going to hate November 😢

Re: Account issues - unable to add HD add on

Weerab2024 — Fri, 27 Sep 2024 16:59:16 GMT

@Midnight_Voice Why, what happens then?

Re: Account issues - unable to add HD add on

Midnight_Voice — Sat, 28 Sep 2024 10:13:40 GMT

@Weerab2024

It’s what will have happened by then….

https://community.bt.com/t5/EE-TV-YouView/EETV-App-Scheduling-Information-Presentation/m-p/2407161#M81315