topic Package had to be re ordered and I lost my offer of Apple TV free for 6 months in Contracts & Billing

Package had to be re ordered and I lost my offer of Apple TV free for 6 months

Simon1882 — Fri, 01 Nov 2024 08:55:38 GMT

I switched from BT to EE as so many others here and for whatever reason the first order didn't go through properly and the customer service agent had to re order everything. This meant sending back perfectly good equipment to have the exact same equipment delivered again, ridiculously. But I had an offer of Apple TV free for this month's on the origyoackage which has been overlooked, at no fault of mine. I was on the phone to EE and got a less than helpful chap who eventually disconnected the line after 20mins.

What am I to do? Overall very disappointed in EE .

Re: Package had to be re ordered and I lost my offer of Apple TV free for 6 months

Leanne_T — Fri, 01 Nov 2024 11:27:35 GMT

Hi there @Simon1882

Thanks for coming to the community.

I am really sorry you have had this experience when moving from BT.

Could I just check, do you have the Apple TV+ offer showing in your EE account?

When you called what did the guide advise?

Speak soon.

Leanne.

Re: Package had to be re ordered and I lost my offer of Apple TV free for 6 months

Simon1882 — Mon, 04 Nov 2024 10:14:34 GMT

Hi Leanne

Apple TV+ was showing in my EE account on the first order, along with Discovery+, and I was trying to link them. I may have emails when the linking failed, but I'd have to check. At the moment I have barely anything on my account as my bill is not visible. This is an issue I've tried to resolve and apparently is linked to the re-order and transfer of the BT account to EE apparently.

Re: Package had to be re ordered and I lost my offer of Apple TV free for 6 months

Katie_B — Mon, 04 Nov 2024 11:05:02 GMT

Hi @Simon1882.

It would be great if you could have a check when you have a moment.

What wad advised when you spoke with customer care?

Speak soon,

Katie

Re: Package had to be re ordered and I lost my offer of Apple TV free for 6 months

Simon1882 — Tue, 05 Nov 2024 10:32:14 GMT

Ok I found this email from the original order that was cancelled and re-ordered. At that time on my account page I had two buttons to activate Discovery+ and to link Apple TV+ to my existing Apple account. I don't have any of that now, and I can even see my bill or broadband speeds, nothing.

Re: Package had to be re ordered and I lost my offer of Apple TV free for 6 months

Katie_B — Tue, 05 Nov 2024 10:49:23 GMT

Thanks so much for checking @Simon1882.

I would recommend getting in touch with one of our guides.

They will be able to look at getting Apple TV+ added to your account.

Katie