topic Re: Possible miss selling in TV

Possible miss selling

ChrisP54 — Tue, 19 Nov 2024 14:59:43 GMT

I have just moved from BT broadband to EETV having been told by an employee in Scotland that would not be able to receive TNT SPORT with my BT contract going forward, I was assured that I could still receive TNT SPORT via my sky box as I always have, which I know find is incorrect, EE activated and no TNT. Phoned this morning and told info given was wrong. As they have sent me the EETV boxes that is the was the only way to connect. However I am now told that I could have moved over to EETV not received the boxes and still received TNT via by sky box. If I want to do this I need to return the EE boxes. Has my whole contract and Mobile phones have been changed in this action, I feel totally conned and confused.

Last month I moved over to digital phone and was again told there would be no change to my contract. Only to find that was now being charged for simply having a pay as you go phone in the home.

Throughly disgusted with BT/EE it’s the same company yet they continue to make cockups

Re: Possible miss selling

ChrisP54 — Tue, 19 Nov 2024 14:51:09 GMT

Last month I moved over to digital phone and was again told there would be no change to my contract. Only to find that was now being charged for simply having a pay as you go phone in the home.

Throughly disgusted with BT/EE it’s the same company yet they continue to make cockups

Re: Possible miss selling

Peter_W — Wed, 20 Nov 2024 15:03:01 GMT

Hey there @ChrisP54, welcome back to the Community!

I just want to check a few more details here so we can be absolutely sure on what's happened here!

Were you previously with BT for your broadband and TV, or were you just receiving broadband from BT and getting your TV subscription through Sky?

If it's the latter, is your Sky subscription still active, or did you opt to fully switch over to EE for all your services, including TV?

Peter

Re: Possible miss selling

ChrisP54 — Wed, 20 Nov 2024 15:36:36 GMT

I was orginally with BT broadband and EE mobile phones. My general TV is sky, but i received TNT HD Sports via my sky dish but paid directly to BT. Sky still active.

Re: Possible miss selling

Peter_W — Wed, 20 Nov 2024 15:46:32 GMT

Thanks @ChrisP54, I've double checked and we have now rolled out the option for TNT on Sky via EE in the same way we used to offer with BT, and you definitely don't need a separate EE TV box.

TNT Sports on Sky - The EE Community

How were things left with you when you last spoke with us?

Peter

Re: Possible miss selling

ChrisP54 — Wed, 20 Nov 2024 15:59:48 GMT

I was told earlier today that this was not possible. I would have to connect with my smart Tv via discovery +, which we would not be able to record when. Not at home. I just feel that the whole package was not transfer as it was originally with BT including TNT HD

Re: Possible miss selling

ChrisP54 — Wed, 20 Nov 2024 16:01:39 GMT

Nearly Every person from EE different call centre every time you contact them give you a different story and excuses

Re: Possible miss selling

Peter_W — Wed, 20 Nov 2024 16:18:41 GMT

We don't have access to your account via this public forum @ChrisP54, but I'm confident that someone will be able to help you get this resolved.

If you're within the first 14 days of your contract you should be able to request cancellation on the TV boxes and look at switching to the Sky option instead.

This will depend on where you're at in the contract though, and they should be able to review what exactly we can sort.

If you remain unhappy with how things are progressing too, you can also find details of how to escalate this under our complaints code of practice.

Peter

Re: Possible miss selling

ChrisP54 — Wed, 20 Nov 2024 16:22:05 GMT

I have had this contract for less than 5 days. What would happen to the mobile contracts which have been tied into this new package.

Re: Possible miss selling

Martin12342 — Wed, 20 Nov 2024 16:22:52 GMT

If it helps I have been through this also recently. I have a Sky Q box. I have renewed my BT broadband contest also. In order to continue to get TNT sport you have these options:

1. Pay BT to get TNT though sky - this is about £30 for HD. Do it by calling BT/EE. or call sky. I think sky offered it to me for £27 actually.

2. Pay BT to just have discovery via Sky. PatyBT to do this - it is £15pm. But you'll find discovery via sky isn't good as discovery is really designed to be used on phones/laptops. It lags and buffers a lot via sky.

3. Get an EE box and access TNT though that. Cost £15pm for TNT standard or (I think ) £20/25 for TNT HD. You can also get Discovery via the EE box and that works much better than on sky box for some reason. This is th option I've gone for - it means another box (sky plus EE) but it works and is the cheapest option. It does me.

BTW I took an EE box on trial with a view to dumping sky - but have to say the picture quality is nowhere near as good as sky, so have returned the EE box.

Re: Possible miss selling

ChrisP54 — Thu, 21 Nov 2024 08:01:13 GMT

I am hoping that as EE have now stated that they have agreed with SKY to supply TNT HD Sport through Sky that I can get what I was promised.

Time will tell.

Thank you Peter W

Re: Possible miss selling

Peter_W — Thu, 21 Nov 2024 13:18:47 GMT

Thanks @ChrisP54 , without seeing your account I can't say for sure what our team will recommend, but I'll keep everything crossed they find an outcome that works for you.

You take care too!

Peter

Re: Possible miss selling

ChrisP54 — Thu, 21 Nov 2024 13:23:37 GMT

Patiently awaiting phone call as promised, although sceptical it will happen, when I will ask if they will now supply TNT SPORTS via my sky dish as they are now advertising on the web site. Unfortunately I do not believe they will honour their promise.

Re: Possible miss selling

ChrisP54 — Thu, 21 Nov 2024 17:44:32 GMT

As I had thought no call as promised I give up.

Re: Possible miss selling

Peter_W — Thu, 21 Nov 2024 18:32:05 GMT

I'm concerned to hear that you've not had your call back as advised @ChrisP54.

Was it a team leader that was due to be calling here or a member of our team?

Do you know if a complaint has been logged on your account too?
Peter

Re: Possible miss selling

ChrisP54 — Thu, 21 Nov 2024 18:41:56 GMT

. Your reference number is VOL013-902616131068. It was a member of the team. The call was for early this afternoon. It amazes me the long message when you get through is we care about our customers, but action say otherwise.

Re: Possible miss selling

Katie_B — Fri, 22 Nov 2024 09:21:52 GMT

Hi @ChrisP54.

I have sent you a private message to chase this for you.

Katie