topic Re: EE tv BOX PRO in TV

EE tv BOX PRO

Padcamp — Wed, 28 Feb 2024 17:14:05 GMT

Hi,

I joined EE/BT on the 6th February 2024. When I signed up I asked for an EE tv BOX PRO as a member of my family due to health reasons needs the ability to record programmes. I was assured that I would get that box and in addition I would be sent two Mini Boxes free of charge. The equipment duly arrived but there were three Mini Boxes no tv Box Pro sent. I immediately called 150 and the person I spoke to informed me that there was a problem in that Mini Boxes were being sent out in error. He informed me that he would have the correct box sent out and also sent the return packaging for me to return the unwanted Mini Box. I have since spoken to EE five times about this and was told a manager has to authorise the sending out of an EE tv BOX PRO and each time this was done. I still have not received the EE tv BOX PRO. Has anyone else had this same problem and if so what did you do to get the correct equipment.

Re: EE tv BOX PRO

DarrenDev — Wed, 28 Feb 2024 18:23:00 GMT

Whilst I have seen a couple of cases where the wrong box was dispatched by the warehouse, in your instance the wrong box was ordered in the first place. Your case notes suggest a system error causing the wrong box to be ordered.

Whilst I can see the order was raised for a returns kit, there's still no order for a TV Box Pro on the system. I've spoken to the agent you spoke to, and I'm chasing the email that was sent.

Sorry for the inconvenience - I'll update when the order is raised.

Re: EE tv BOX PRO

Padcamp — Wed, 28 Feb 2024 18:59:51 GMT

Hi DarenDev,

Thank you for your response. The last time I raised this matter via 150 was on the 20th February. I can give you the name of the person I spoke to and the name of the manager that that person said had been asked to authorise the sending of the tv

BOX PRO. As you have the details of my account you should have my email address so if you want those names please email.

Kind regards,

Padcamp

Re: EE tv BOX PRO

Padcamp — Wed, 28 Feb 2024 19:01:49 GMT

Sorry I should have said I also have other dates of contact and the name of the person or persons I spoke to.

Re: EE tv BOX PRO

DarrenDev — Wed, 28 Feb 2024 19:16:19 GMT

No need @Padcamp - I can see all the people you've spoken to on the system. You may have just received an order confirmation email - that's the TV Box Pro now ordered. It should be with you in the next couple of days.

Re: EE tv BOX PRO

Padcamp — Wed, 28 Feb 2024 19:27:30 GMT

Thank you DarrenDev. I will let you know if and when I receive the email. I am sorry if I sound a bit sceptical but have been told I would receive a confirmation email before but did not receive the expected emails.

Re: EE tv BOX PRO

DarrenDev — Wed, 28 Feb 2024 19:32:46 GMT

I can't promise you'll receive an email (I would have expected you to have received it by now, but it's possible they suppressed it on the order). You definitely will receive the box though. It has a target completion date of Monday - I guess just in case the warehouse guys don't dispatch it tomorrow. I'll keep an eye on it and send you the tracking number when it's dispatched.

Re: EE tv BOX PRO

Padcamp — Wed, 28 Feb 2024 20:01:35 GMT

Thank you I appreciate that.

Re: EE tv BOX PRO

DarrenDev — Fri, 01 Mar 2024 11:45:16 GMT

Your TV Box Pro was picked by the warehouse this morning and shipped via Royal Mail 48 hour. You should hopefully have received an email with the tracking number.

Re: EE tv BOX PRO

Padcamp — Fri, 01 Mar 2024 12:08:22 GMT

Hi DarrenDev,

Many thanks for sorting this out for me.

I have received an email and a text message with the tracking number.

Kind regards,

Padcamp

Re: EE tv BOX PRO

Padcamp — Mon, 04 Mar 2024 16:29:19 GMT

Hi DarrenDev,

The TV Box Pro arrived today.

Thank for sorting it all out for me.

Kind regards,

Paddy

Re: EE tv BOX PRO

muffs — Mon, 04 Mar 2024 21:30:48 GMT

Hi Padcamp,

I had the same problem whereby my provisioning order advised was for 1x Smart Hub plus 3x Mini Boxes. which was split into two shipments. Despite advising EE of the problem upon delivery of the first part they they advised they were unable to correct it until after the second and final delivery was completed some three days later.

I had to call them after the second completion delivery at which point they raised the order for EE TV Pro Box which did not arrive until a day after the scheduled delivery date.

The consequence being that my commissioning was pushed back by a week.

Commissioning has not been without its issues either, some of which are yet to be resolved.

I recommend remembering the universal master hard reset (Power Off then On again after a short delay) do not rely on soft resets ( turning off via front panel controls).

Re: EE tv BOX PRO

chrismac111a — Mon, 08 Apr 2024 20:12:34 GMT

Just seen your note and I'm going through the same problems. I've just asked for transcripts of my telephone calls as I'm even starting to doubt myself. 4 times asked for the TV Box to be sent and get a different answer each time. Every call has questioned what we agreed but I know I'm 💯

Re: EE tv BOX PRO

Padcamp — Tue, 09 Apr 2024 06:20:12 GMT

Hi chrismac111a,

Hopefully DarrenDev will see your post and get it sorted as he did for me.

The TV pro box arrived a couple of days after he informed me that the warehouse had picked the order.

Unfortunately it was a duff box, an engineer was sent out, having missed one advised schedule time, with a replacement box.

The fault being that the box would not connect to the router even though the Mini boxes did.

I hope this gets resolved quickly for you.

Re: EE tv BOX PRO

chrismac111a — Tue, 09 Apr 2024 07:22:28 GMT

Thanks, let's hope someone picks this up. Raised 3 complaints to date and expected to be wowed after being with Sky for over 20 years and paying significantly over £1k per annum. Plenty more business to offer with 3 mobiles in the Family too... 🤷

Re: EE tv BOX PRO

chrismac111a — Tue, 09 Apr 2024 07:25:33 GMT

Perhaps you could review my case. 3 complaints raised so far. You'll note the audit trail here.

Re: EE tv BOX PRO

DarrenDev — Tue, 09 Apr 2024 07:42:50 GMT

I can see all your calls @chrismac111a - all within the last 3 days. Our systems don't work that quickly - the first call you made resulted in a fault ticket being raised, and that will be dealt with when the team are available (there's a queue - I don't have access to see if they've picked it up yet, or where it is in the queue).

You spoke to Luci last night, and she agreed to call you back today - she'll be in later this afternoon.

There's no sense me getting involved as well - it'll only confuse matters.

Re: EE tv BOX PRO

Padcamp — Tue, 09 Apr 2024 09:44:56 GMT

Hi,

At least you have the right gentleman aware of your case. Do as he says for now, if no luck post a reply to his response of 09-04-2024 at 08:24 and hopefully Darren will then be able to get things moving as he did for me.

Again thank you Darren

Re: EE tv BOX PRO

chrismac111a — Tue, 09 Apr 2024 20:56:49 GMT

No surprise, no call from Luci. Another individual who's failed to keep their promise. Just do what you say you're going to do, it's not difficult. I'm now going to waste more time tomorrow speaking to someone else who will promise to sort the problem but who knows. 29 years with Sky and decided to give someone else a chance. I'll enquire if I can switch back. It's just not worth the effort 😞

Re: EE tv BOX PRO

DarrenDev — Wed, 10 Apr 2024 04:25:21 GMT

A note was logged on your account at 3:42pm yesterday showing they were following up on the agreed action, however no subsequent call was made. I can see that your stuck order was cleared at 9am yesterday, so they should have been able to continue with your issues.

I don't work in the call centre so I don't know what process they followed, but I'll message them to ask why they didn't call and ask them to call you today.

I can only apologise.