topic Re: Does anyone know when EE TV will be available? in TV

Does anyone know when EE TV will be available?

BeansOnToast79 — Wed, 03 Jan 2024 13:11:54 GMT

The 'My EE' page says I need to call to add this; I called a few weeks back and told to call in a couple of days, called back today to be told (after 30 mins) that it's "Not yet available" but they'll call me at some random time in the future when it might be. Still took the opportunity to check if they could upsell other services though!

Re: Does anyone know when EE TV will be available?

FIZZYLP — Wed, 03 Jan 2024 13:14:51 GMT

Hello @BeansOnToast79

EE TV is already available and has replaced BT TV, more guidance can be found HERE.

Re: Does anyone know when EE TV will be available?

BeansOnToast79 — Wed, 03 Jan 2024 13:17:26 GMT

Sure but that page tells me I need to speak to someone to add this and when I speak to them they say it's not available yet and they don't know when it will be.

EE either needs to let their call centre staff know the issue, or how to add it, or update the web page to give correct ("coming soon") advice.

The last call I had with EE was half an hour ago and was advised it's not launched yet - despite what the web page says!

Re: Does anyone know when EE TV will be available?

DarrenDev — Wed, 03 Jan 2024 13:20:31 GMT

We still have a few issues with the ordering process for some existing (BT and EE) customers, depending on what services you currently have. We're working to fix them asap.

More info will be posted on here when it's known.

I can only apologise for the inconvenience and confusion.

Re: Does anyone know when EE TV will be available?

BeansOnToast79 — Wed, 03 Jan 2024 14:06:58 GMT

OK, thanks for the clarification; it might be prudent to update the My EE notification to avoid irritating customers who have now signed a 24-month contract but can't add all the promised services and will otherwise need to call in.

Re: Does anyone know when EE TV will be available?

BeansOnToast79 — Wed, 03 Jan 2024 14:11:47 GMT

It might also be worth clarifying, I swapped to EE Broadband from the old BT service being told I'd be able to add this but that it wasn't possible at the time; I get that issues happen but the communication has not been the best on this.

Re: Does anyone know when EE TV will be available?

Matt123890 — Wed, 10 Jan 2024 21:30:36 GMT

This exact same thing happened to me and they are still saying I can’t add it ! I want to know ASAP otherwise I will be cancelling the broadband in the cooling off period ! It can’t be that hard as it’s just rebranded BTTV isn’t it ???

Re: Does anyone know when EE TV will be available?

DarrenDev — Wed, 10 Jan 2024 21:34:22 GMT

The issue isn't with the service - it's with the systems that allow you to order it.

They're working as fast as they can.

Re: Does anyone know when EE TV will be available?

Fuseonic — Fri, 12 Jan 2024 20:06:40 GMT

@DarrenDev Updating the website whilst the ordering issues are being worked through shouldn't take a long while though. Thats all we are asking for. I was told when I first called back in December that the website was being updated whilst they were on the phone to me to inform people the launch was delayed. Yet it still tells me to call up to upgrade.

If you have built your website in such a way you can't update content on it easily then you have bigger problems. I'm a software engineer so I know what can go wrong with a product launch and if you need to roll something back, its how you deal with it that makes the difference.

Re: Does anyone know when EE TV will be available?

Cameron145 — Sat, 13 Jan 2024 20:31:04 GMT

I ended up just recontracting with sky stream. We still can’t order it 6 weeks after launching the product and you get a different story every time you phone them

Re: Does anyone know when EE TV will be available?

HenryTudor8 — Sun, 14 Jan 2024 09:57:08 GMT

I signed up to EE broadband and TV before Christmas and am pleased to say that it’s all up and running and both broadband and TV are performing extremely well.
However, it was a very painful process requiring numerous telephone conversations and visits to my local EE store where I signed up. It appears to me that the EE stock control and management system is unable to cope.
Without the EE hub you won’t get TV, never mind the TV boxes. I had broadband for a number of days but no boxes. I spoke to numerous people on the phone one of whom promised to get back to me same day and didn’t. I did eventually speak to a chap who spoke to the warehouse and I did get all my kit promptly. I don’t know how he did it, but I’ve received a text this morning saying I have a delivery tomorrow - I don’t know what for because the EE tracking system is unreliable and inaccurate and doesn’t seem to sync with Royal Mail.
You may get lucky and speak to someone who knows how to resolve your problem 🤞

Re: Does anyone know when EE TV will be available?

Matt123890 — Sun, 14 Jan 2024 10:26:44 GMT

Update for everyone following this thread. I ran back and got a very helpful guy (in fairness all have been trying to be helpful and polite) and I have the we tv pro box hopefully turning up Monday. They were unable to offer the extra rooms currently without being on the old BT scheme which ment I would be paying for them £10 a month when they are supposed to be free on EE. (This is the main reason for the switch as I don’t want to pay sky for the multi room. Hopefully tv will be set up and working shortly and the switch from Bt to EE broad band was effortless I didn’t even have to change passwords in my own router equipment. I do however have issues tiring up my account so hopefully that will be resolved and I can order the mini boxes shortly ! If I have any issues I think you guys would benefit from hearing about I will post another update

Re: Does anyone know when EE TV will be available?

DarrenDev — Sun, 14 Jan 2024 11:01:02 GMT

Are you sure you've switched to EE broadband @Matt123890 ?

The free multi room box is only available from EE - not BT. Sounds like you've ordered EE TV whilst still being with BT Broadband, which has always been an option.

Re: Does anyone know when EE TV will be available?

Matt123890 — Sun, 14 Jan 2024 14:50:54 GMT

Definitely switched I rang an asked and they confirmed and by sent me a message saying it had been cancelled on there end aswell. And had letter aswell saying no idea why he couldn’t give me the we duo mini boxes he was very helpful and did ask manager and everything but no luck only the main box and he took my account number and is going to call when they are available for me

Re: Does anyone know when EE TV will be available?

DarrenDev — Mon, 15 Jan 2024 17:08:35 GMT

I can confirm that I see you've moved from BT to EE @Matt123890 , however your account is looking to be in quite a confused state now. I'm not convinced it's going to work, if the TV box actually turns up tomorrow as promised.

If you find that the box turns up, but doesn't work correctly (i.e. no subscriptions) then please email me at tv.apps@bt.com so that I can get someone to manually clean it up.

There is a chance that systems will spring to life overnight tonight, but as things currently stand, it looks like it's going to fail.

Re: Does anyone know when EE TV will be available?

Matt123890 — Tue, 16 Jan 2024 16:46:35 GMT

Hi all and Darren

you were right nothing turned up and no comms on the EE tv order ! I rang up and got told it’s not even been send something to do with linking now tv to the account. I have been told it could be 10 working days before anything is sorted and I will not have tv in the house as my sky package will shut off ( the wife will kill me ) again everyone on the phone is pleaent

but on one hand I’m being told it will come tomorrow and on the other people are saying it will be weeks ! Not very impressed so far

if your able to help Darren I would really appreciate it I have emailed you as requested

Re: Does anyone know when EE TV will be available?

GW1672 — Sat, 20 Jan 2024 12:50:15 GMT

Agree Darren it's a complete mess. Local store told me everything is fine for EE TV but couldn't enter the order. No reason just tough. Online help centre firstly advised the wrong package was available. On contacting again told me they had temporary problems but still to switch the broadband. On checking what they would have done would have deleted a treasured a landline number as well as email addresses ! . Manchester store delved into the same problem and with some internal help advised that EE TV simply hasn't been rolled out in most places and the staff have no idea when it will be. No one even wants to register the interest in the products they all just say to keep checking back. All staff seem to then drop back on trying to still sell EE broadband with a promise of TV sometime in the future. Having been with BT for 50 years they frustratingly offer EE TV with reduced hardware at a higher price whether it's even available. It's a complete shambles no wonder Sky want massively increased subscriptions for their products with this amateur attempt at an alternative. Darren please feed this back to your colleagues, someone needs to get it sorted before this situation attracts massive online abuse.

Re: Does anyone know when EE TV will be available?

Fuseonic — Sat, 20 Jan 2024 13:17:14 GMT

My guess at this point is someones bonus was reliant on "releasing" EE TV before the end of 2023, so they rushed it out and didn't bother testing the order process or training staff properly.

Re: Does anyone know when EE TV will be available?

F8talfury — Sun, 18 Feb 2024 11:18:33 GMT

Unfortunately I'm in the same state. Looking to order the Apple TV 4K and full works with the extra boxes but unfortunately as I already have the EE service I can't do it online and the sales team after massively long waits (and a transfer to another team) can't add it as zero products and prices show for my account. TBH can't order wi-fi enhancer either errors when it's added to the basket by sales. Suspect my accounts in a mess but you try getting anyone to look at it, sales just say its been referred to a manager and nothing ever happens and the other guides (do try and help) but can't seem to help. Hopefully it gets sorted but having had a 3.5 month battle to even get the broadband account linked and all the kit sent out I'm not inclined to waste any more time on this. Hopefully everyone else has better luck.

Re: Does anyone know when EE TV will be available?

hughed2 — Mon, 11 Mar 2024 14:52:26 GMT

I'm in the same state, BT was fine but I thought hey I need to migrate so I'll do it now, what a mistake, left with no TV for over 2 months, no sign of it progressing as the holding statement is exactly the same, I'm giving it another couple of weeks and then looking at Sky glass or Virgin .

Give us a ring

You’ll be able to do this online soon. Until then it’s a quick phone call.