topic Re: Switch from BT to EE - Apple TV in TV

Switch from BT to EE - Apple TV

Merantun — Wed, 12 Feb 2025 13:18:24 GMT

Switch of BBC, TV pack and phone from BT completed today but not being given the option to add Apple TV as an extra!

I've been told I'll need to return my BT disc which implies that I'm being sent an EE router, but no ref to this in order.

What's going on?

Re: Switch from BT to EE - Apple TV

Peter_W — Wed, 12 Feb 2025 15:36:04 GMT

Hi @Merantun, welcome to the EE Community.

We don't have access to your account via these forums to check the specific details of your order, but if the complete WiFi discs were offered as part of the BT package you may need to return these and look at a similar option through EE.

If you get in touch with our broadband team, they'll be able to look at the order details directly and advise on what's happening.

Peter

Re: Switch from BT to EE - Apple TV

Merantun — Wed, 12 Feb 2025 17:09:52 GMT

Thanks, Peter.

I had an email today confirming that a returns bag is on its way and that the only item I have to return is the Wi-Fi Disc. So it seems that I am not being provided with an EE router - why not?!

That aside, why is Apple TV not appearing as an extra? I had it with BT and would like to add again!

Re: Switch from BT to EE - Apple TV

Peter_W — Wed, 12 Feb 2025 17:13:53 GMT

@Merantun We don't have the exact details of your order available to view via the Community, but if you reach out to our team they'll be able to check over this for you.

With Apple TV+, customers currently get six months of this free when they sign up; you should be able to redeem this within the EE App once your service is live, but if you're struggling to see this our team should be able to assist with this too.

Peter

Re: Switch from BT to EE - Apple TV

Midnight_Voice — Wed, 12 Feb 2025 17:50:55 GMT

@Merantun

When I transitioned to EE from BT, they kept me on the BT router, but likewise wanted their Disc back.

It works fine, even without the Disc, on EE, and there have been suggestions that I am better off this way.

You will need to ask 150 where your Apple subscription has gone. Bits can fall off your plan as you cross over - my HD turned into Boost only, but that was no big deal.

Oddly though, although there is no sign of Apple in my Plan, when I look on my iPad, it says it is there, and billed through EE. And it is being billed. Can you check where Apple think you are in the scheme of things?

Re: Switch from BT to EE - Apple TV

Merantun — Fri, 14 Feb 2025 09:56:28 GMT

Update 14 February:
I am bitterly regretting my decision to switch as somehow in the process I lost my BT landline. Although I rectified this by ordering Digital Voice, I have not been told how to activate it with a non-digital (ie conventional cordless) handset. I consequently have no working phone line and trying to contact EE has been a continuing "something went wrong - please try again" ! Links don't work - and still can't add Apple TV.

What an unmitigated nightmare!

Re: Switch from BT to EE - Apple TV

Merantun — Fri, 14 Feb 2025 10:06:21 GMT

And furthermore, would like to order the Smart Wi-Fi extra, but not being given the option!

Re: Switch from BT to EE - Apple TV

Midnight_Voice — Fri, 14 Feb 2025 11:47:12 GMT

@Merantun

There should be a phone socket on the back of your router, possibly covered by a piece of paper saying ‘Digital Voice Customers only’, and you just peel this off, and connect whichever phone cable used to go into the BT Master socket into it. Job done!

Unless, that is, that is physically very inconvenient, as it would be for me, with my router being in the understairs cupboard. So BT supplied me with a WiFi Digital Adapter, placed where the Master Socket would have been, which solved that issue, and let me continue to use our existing DECT phones.

I also took a DV phone from BT, which likewise links to the router, by, I believe DECT.

Re: Switch from BT to EE - Apple TV

Merantun — Fri, 14 Feb 2025 12:12:37 GMT

Many thanks, I've just tried this but neither of the connection plugs on my home phone cable fits the green 'phone' socket - which didn't have a sticker over it. At a total loss as to what to do next!

Re: Switch from BT to EE - Apple TV

Merantun — Fri, 14 Feb 2025 13:41:31 GMT

Further update!

Having looked at a YT video, I have now succeeded in connecting the phone to the green socket and have a dial tone at last. Digital adapter being sent - next step is to recover old number.

Thanks once again for steering me in the right direction.

Re: Switch from BT to EE - Apple TV

Merantun — Tue, 18 Feb 2025 09:53:17 GMT

Still unable to add Apple TV though other 'extra' TV options are available. Just don't understand!

Re: Switch from BT to EE - Apple TV

Alex_H — Tue, 18 Feb 2025 12:30:35 GMT

@Merantun Glad to hear you got your home phone connected. Is it possible the Apple TV trial was added at point of sale, is it not showing in your list of active add-ons?

An activation link would have been sent out via text to your registered mobile number if it had been added previously. If you have no text and are unable to add it online, if you give us a call on 150 from an EE mobile or 0330 123 1105 from any other phone and one of our guides should be able to help get it added.

Alex

Re: Switch from BT to EE - Apple TV

Merantun — Mon, 24 Feb 2025 17:36:11 GMT

Tearing (what remains of) my hair out. Still unable to activate Apple TV, despite a workaround link having been sent to me by someone in EE, following phone call. Nothing works! Poor recommendation for a comms company.

Furthermore, EE placed an order on my behalf for a renumber - essentially to reinstate my former BT landline number. That was 10 days ago and nothing has happened.

Re: Switch from BT to EE - Apple TV

Peter_W — Tue, 25 Feb 2025 08:30:07 GMT

Hi again @Merantun, thanks for the update here, and I'm disappointed things still aren't quite right here.

What exactly is happening when you head to the link to activate Apple Music?

Have you had a chance to try this through a different browser, too?
Peter

Re: Switch from BT to EE - Apple TV

Merantun — Tue, 25 Feb 2025 09:48:22 GMT

Tried using different browsers, via EE app and on Android and Apple devices. Same result - Apple TV is just not appearing as an extra under Manage Your TV.

Link sent by Jamie in EE likewise doesn't work!

What now? Back to Customer Service, I guess.

Re: Switch from BT to EE - Apple TV

Peter_W — Tue, 25 Feb 2025 10:32:16 GMT

@Merantun If this link still isn't working for you then getting back in touch will definitely be the best call, as we need to be sure what's active on your account.

Peter

Re: Switch from BT to EE - Apple TV

Merantun — Tue, 25 Feb 2025 19:38:51 GMT

Spent 40+ mins on call to EE CS. Passed from pillar to post and still no resolution. Cannot understand why.

Re: Switch from BT to EE - Apple TV

Merantun — Thu, 27 Feb 2025 08:51:29 GMT

Ad nauseum...