topic Re: BT to EE (EE TV Query) in TV

BT to EE (EE TV Query)

DAVIDJ_GARRYJ — Tue, 24 Sep 2024 05:54:10 GMT

Hi all!, I have just migrated from BT to EE after renewing my contract, everything went live yesterday and set up my new EE Smart hub Plus also 2 smart wifi extenders, all working fine currently. I also have EETV (TNT Sports pack as well as a Now Entertainment pack).From my previous BT package, i have the BT pro box, my question is, should i have been sent a new EETV Pro box or does that not matter? (I have read they are almost identical apart from the labelling). Also, the EETV mini boxes, should i have asked for one of these, if so, are they free or do you have to pay a further subscription fee for multiroom? Thanks in advance for any info on the above, all the best, GJ.

Re: BT to EE (EE TV Query)

DarrenDev — Tue, 24 Sep 2024 07:08:58 GMT

As you already have a TV Box Pro, it won't be replaced - the new ones are identical on the inside (it's just the case that changed).

You can currently have 1 TV Box Mini at no extra charge - simply call us and request one.

Re: BT to EE (EE TV Query)

DAVIDJ_GARRYJ — Tue, 24 Sep 2024 07:11:46 GMT

Many thanks for the reply, will give a call later.

Re: BT to EE (EE TV Query)

DAVIDJ_GARRYJ — Thu, 03 Oct 2024 09:01:56 GMT

Just a quick reply to the above, i phoned EE twice about the TV box mini, but for some reason i have not received anything, was told a order for one would be sent earlier last week, then told i will have a call back to see if everything was fine, but have not heard anything or got a call (twice i was told this), no orders seem to be pending on my account either, is it just a case of keep calling until someone is able to action something? Many Thanks

Re: BT to EE (EE TV Query)

Peter_W — Thu, 03 Oct 2024 13:47:49 GMT

Hey @DAVIDJ_GARRYJ , thanks for the update here.

When calling up initially did someone confirm that a box had been ordered and you were eligible?
Seems very odd that you'd hear nothing.

Peter

Re: BT to EE (EE TV Query)

DarrenDev — Thu, 03 Oct 2024 13:52:04 GMT

Sorry @Peter_W - I've been delaying my response here, pending investigation.

Sorry @DAVIDJ_GARRYJ - I can see that your order hasn't gone anywhere. The agent you spoke to the first time recognised that it had failed to be created, and raised a fault to get this corrected. That fault was misunderstood by the back end team, resulting in nothing happening. I've been directly communicating with the person who investigated the fault - I hope to have an answer soon.

Re: BT to EE (EE TV Query)

DarrenDev — Fri, 04 Oct 2024 14:25:15 GMT

It's taken a while, but the issue has now been resolved @DAVIDJ_GARRYJ . Your TV Box Mini is expected to arrive by Tuesday.

Re: BT to EE (EE TV Query)

DAVIDJ_GARRYJ — Sat, 05 Oct 2024 08:50:52 GMT

Many thanks for all your help Darren.

Re: BT to EE (EE TV Query)

DAVIDJ_GARRYJ — Mon, 07 Oct 2024 16:27:27 GMT

Received the new mini tv box today, thanks once again for all your help!

Re: BT to EE (EE TV Query)

DAVIDJ_GARRYJ — Mon, 07 Oct 2024 16:28:47 GMT

Received the new mini tv box today, all set up perfectly, thanks once again for all your help!