topic Re: Possibly misled by sales agent in Broadband & Landline

Possibly misled by sales agent

hebidkwkspzbfur — Mon, 15 Jul 2024 03:13:02 GMT

Hello, I signed up with ee and switched from another provider. Got the 900mb/s sports package (normal sports) which included tnt sports, the agent added Netflix, another box and I also wanted sky sports to be included. This was on the chat at first to get this with sky sports + tnt sports + the internet is all I really cared about, was again told on the phone I would get sky sports. I do not have sky sports in the order confirmation email and I called to check if it would be included when services are activated ( they have not yet) and the answer was yes. I also see an option in my add-on extras to add now sports for an extra fee so it does not give me much confidence that they will be added. Has anyone been in this situation? Just worried as now have cancelled old provider. Thanks.

Re: Possibly misled by sales agent

JimM11 — Mon, 15 Jul 2024 05:50:09 GMT

@hebidkwkspzbfur Link to the package details from the help section you can cross reference against your order.

EE Broadband, TV and Home Phone Price Plans Terms & Conditions | EE

Sports TV Packages & Deals With Sport, Big Sport & Full Works | EE

Re: Possibly misled by sales agent

hebidkwkspzbfur — Mon, 15 Jul 2024 06:34:29 GMT

So no point in having engineer come out to install since by the links and checking order confirmation completely not included? Even though the sales agent said it would twice in both chat and phone call and also support agent when calling up. Very frustrating.

Re: Possibly misled by sales agent

JimM11 — Mon, 15 Jul 2024 06:51:36 GMT

@hebidkwkspzbfur You need to look at what you ordered, the sky sports is embedded within packages, we are customers like yourself, do not have any idea which package you have purchased, with the 2 links thought that would be enough to work it out. There is NO mention of SKY sports on it's own so would not expect to see it that way on your order. If you need to clarify with EE CS then call and ask with regards to your order confirmation. Cannot see them all getting it wrong!

Edit: looks like if you have Big Sport or Full works, then you get all sky sports in the package.

Re: Possibly misled by sales agent

hebidkwkspzbfur — Mon, 15 Jul 2024 06:53:49 GMT

Yes, just the sport package which includes tnt sports and discovery+ I do have also on the added section saying I will also get tnt sports (printed twice?) but do not know if this is what they’re talking about when referring to sky/now sports but I do recall her saying something about now. I will wait until Thursday when it gets installed and hopefully all is well since like you said multiple agents have told me I would receive it. Only thing that is putting me off completely is the fact I can add it as an extra when if it was added already surely it wouldn’t be there to add again.

Re: Possibly misled by sales agent

JimM11 — Mon, 15 Jul 2024 07:02:35 GMT

@hebidkwkspzbfur If you are not sure, then call EE CS with your order to hand and ask what specifically indicates on this order that you sent me is with regards to getting sky sports package, there is a lot of ability to swap about once per month package to package as you need etc, and it could be that the printed twice as you say is just an oops but they see it correctly on there screen. The help section is fairly good!👍

Re: Possibly misled by sales agent

hebidkwkspzbfur — Mon, 15 Jul 2024 20:33:47 GMT

So called again to double check and yes sky sports included and also asked about if I could watch on mobile too since I had this with old provider and they said yes also and told me a link but completely forgot what it was to activate this. Does anyone know the link for this since I do not have any now sports details or anything, or if I need to wait until broadband gets installed before things get setup? Thanks

Re: Possibly misled by sales agent

JimM11 — Mon, 15 Jul 2024 20:59:35 GMT

@hebidkwkspzbfur Look at these link

Manage and use EE TV | TV and Sport Help | EE

Managing Your NOW Membership on EE TV | TV and Sport Help | EE

Re: Possibly misled by sales agent

hebidkwkspzbfur — Thu, 18 Jul 2024 09:58:32 GMT

Thought I would give an update to this. All installed today, do not have sky sports channels. Called and now been told I do not have these channels. So 3 different agents told me yes before it was installed and now the 4th one said no I don’t have this. It’s not even like it could’ve been misinterpreted what I was asking for at the beginning as the sale was first in text chat then confirmed in a phone call. Not a very good run company in my eyes and will be cancelling once I’m able to.

Re: Possibly misled by sales agent

JimM11 — Thu, 18 Jul 2024 10:52:18 GMT

@hebidkwkspzbfur I think you have to get EE CS to listen back and send you the recording of your telephone call. That should clear up any misconception if they said you get it, then you are entitled to it. Cannot believe that so many people have got it wrong/right... HTH

Re: Possibly misled by sales agent

Hefs — Thu, 18 Jul 2024 11:44:06 GMT

I’ve also been misled in my tv package - they promised me the exact same as I had with BT and it would be a transfer then took away my Netflix. I had it reinstated but then they took it again and I’m struggling to get to talk to someone. I have 5 mobile sims and they are charging £3 more a month on four of them to what was agreed and with the broadband they sold me what was meant to to Wi-Fi discs as need them and now charging me an extra £10 a month for up to three discs but have only provided me with one when I need and stated this need on the initial call, 2 of them - nobody will take responsibility and keep telling me I’ll have a call back but then they don’t

Re: Possibly misled by sales agent

TuckerUK — Thu, 18 Jul 2024 18:59:18 GMT

@hebidkwkspzbfur If your still within your 14 day cooling off period and your not happy. Look at canceling your service. We are all customers here but as others have said. Ring up and get a complaint sorted don’t put up for being missold something you asked for.

Re: Possibly misled by sales agent

hebidkwkspzbfur — Thu, 18 Jul 2024 19:40:11 GMT

I called but no manager in the office to take a look but they’ve arranged a call-back (no idea when mind you..). I’m gonna leave it two days to see if they call, if not I’m gonna cancel.

I thought this would be an easy service to switch to, short wait times to answer phones, uk support etc but clearly not. I gave VM slack because of no uk support and long wait times but I had them from when they were NTL until now and never really had an issue and definitely not completely mislead and and lie to me about what I will get with my order. Bright side I guess is I have the cable routed up in case I do switch to an open reach provider

Re: Possibly misled by sales agent

Trucker4u — Mon, 11 Nov 2024 09:56:58 GMT

I have been miss sold an internet package. Was asked at beginning of call if I minded if the call was recorded. I was happy with that.
I received the router but not the three discs.
phoned complained. They say not all calls are recorded. Mine wasn’t apparently.
they now want an extra £10 per month for the discs that were promised as a deal breaker. I also started an I phone package at the same time. By moving to ee one internet I would get an unlimited sim card

sales people are offering goods to get you to sign up but not putting them on the order