topic Open Order in TV

Open Order

ras_el_hanout — Thu, 13 Feb 2025 16:44:32 GMT

Hello EE Community 👋

I have an open order on my account which is stopping me from ordering new services.

Please can one of the wizards who frequent these forums help me to clear down the open order so I can get my new services up & running?

Thanks very much 😀

Ras El Hanout

Re: Open Order

Rach_H — Thu, 13 Feb 2025 19:00:44 GMT

Hi @ras_el_hanout,

Welcome to the Community!

Could you pop through a screenshot of this open order, so we can get a better idea of what is happening?

Rach

Re: Open Order

ras_el_hanout — Thu, 13 Feb 2025 20:15:24 GMT

Hi Rach

Thanks for the reply. Unfortunately I’ve not had any kind of email or order number. Depending on where I click on the EE website, I can view various error messages.

I know from these messages and dealing with your colleagues on the phone that there is an open order whIch is apparently related to Now TV and Apple TV+ which are preventing the order from completing.

Re: Open Order

Michael_D — Fri, 14 Feb 2025 08:23:07 GMT

Thanks for explaining @ras_el_hanout

Are you waiting for NowTV and Apple TV+ to be activated?

If not, have our team over the phone raised a ticket for the open orders?

Michael

Re: Open Order

ras_el_hanout — Fri, 14 Feb 2025 09:40:35 GMT

Hi @Michael_D

This is a long story so I I'll try to be brief. I asked to cancel the TV subs on Tuesday so that I can re-order later in the week. As I've experienced before sometimes these cancellations don't complete which leaves us in a state of limbo where no new orders can be places until the old cancellation is complete. Currently they are saying March 6th. That would be OK (if a little annoying) but in the meantime the TV channels which I pay for all went off on Tuesday night. That's the issue. The cancellation has to all intents and purposes completed. TV channels off. But I can't order my new package because of some add ons in the background which could take weeks to resolve.

Now, that's why I'm asking here in the hope that a truly knowledgeable and experienced colleage can expedite the cancellation so I can order my new stuff and carry on watching my footy at the weekend.

Cheers!

Re: Open Order

Michael_D — Fri, 14 Feb 2025 09:44:14 GMT

Ah right, I see what you mean @ras_el_hanout, I'd be lost without my weekend football fix.

We don't have any account access here, so it isn't something we can help with.

I'm not sure if there is any way to speed it up, so all I can suggest would be to speak to the team again to see if there is any further update, or if they are able to reduce the timescale.

Michael

Re: Open Order

ras_el_hanout — Fri, 14 Feb 2025 10:18:16 GMT

Thanks for the reply!

Pretty poor the way the EE backend systems work don't you think? For example, I can't see any progress on the order (refer to screenshots above). And it shouldn't take 4 weeks without TV to upgrade.

I am doing all I can on the phone, I have one of your colleagues calling me back. I know what they will say, though - need to wait!

The service is really excellent when it's up and running, it's just any changes to the package are a real pain. It's poor tbh.