topic Re: New customer TV issues in TV

New customer TV issues

Subyr — Thu, 11 Apr 2024 19:12:06 GMT

I've just changed to EE from sky. 4 days in and broadband is fine thank you. However Netflix still not working as they've failed to close my order yet. Apple TV box won't work with me, I've not got an apple phone and the TV box says to update to a newer iOS system which I can't do without access to an apple phone. I've been promised a replacement youview box, this cannot be ordered until my original order closes!

The EE app cannot link my details, apparently it will do so when my order closes(have I said it's not closed yet). It's not closed as they don't think they've sent me my equipment which I have recieved. I 've not been able to see anything online regarding my account yet.

I'm awaiting a call on sat from a very helpful tech person, if it's not sorted by then it's back to sky for me!!!!!!! I think I've been more than patient. I've spent a few hours on the phone already trying and failing to sort this out.

Re: New customer TV issues

Daniel-S — Fri, 12 Apr 2024 08:21:14 GMT

Hi @Subyr,

The advisor calling you on Saturday should help you with this. However, if you find that you need further help, come through to us here and we'll try and reach out to the team to find out what's happening. You can track your order https://ee.co.uk/s/apps/appsorder/customer/#/listOfOrders. Hopefully that will update once your order has fully completed.

Thank you

Daniel-S

Re: New customer TV issues

Subyr — Sat, 13 Apr 2024 17:53:07 GMT

I waited for a call from the advisor. It didn't happen so I assume he was unavailable as I believe he would ring if he could.

So.......no apps on my TV box as iOS needs updating. No Netflix. No visibility of my account on the EE app. No access to EE TV app as apparently I have no subscription. I've given this 5 days, will be contacting sky and cancelling this 'service' within my 14 days cooling off period. I won't be recommending BT/EE to anyone.

Re: New customer TV issues

Neil-O — Sun, 14 Apr 2024 11:18:56 GMT

@Subyr I'm sorry the call back was missed yesterday. I'll send you a private message so you can send over your details and we'll chase that up for you.

Thanks

Neil

Re: New customer TV issues

Subyr — Wed, 17 Apr 2024 17:17:27 GMT

Hi Neil

I sent you a private message as requested. Still no access to your app, no Netflix, nothing resolved.

Re: New customer TV issues

Neil-O — Wed, 17 Apr 2024 18:34:14 GMT

@Subyr You're not far from the top of our queue.

Neil

Re: New customer TV issues

Helenj75 — Sun, 07 Jul 2024 21:06:52 GMT

I've had the same issue,coming week 4 for me!!! Being told different things by everyone I speak to. Every couple of days it's "it'll be working by midnight" tomorrow never comes!!! I've been a BT customer for over 20 but if this is not sorted by tomorrow I'm off!

Re: New customer TV issues

DarrenDev — Fri, 12 Jul 2024 07:51:52 GMT

Sorry to hear of your issues @Helenj75 - your notes suggest an engineer is coming today to fix a broadband fault. If you're not happy with the result when the engineer has left, please email me at tv.apps@ee.co.uk - I can see a couple of issues with your account which should be simple to fix, but I'll need to get further details from you.