topic Re: Add to Plan TV in Orders

Add to Plan TV

RemaM — Fri, 21 Aug 2026 14:30:20 GMT

I ordered a tv add to plan that was delivered damaged. It has taken 2.5 weeks, and being told on 5 occasions the damaged tv would be collected to realise that collections booked actually mean to drop off at a depot.

12 calls, several emails and online chats have led me to the realisation the collection was not booked correctly, and have now paid a very small fee with parcelforce to arrange collection.

Customer service has provided different advice each time and has been extremely frustrating. I have been a customer for over 25 years and will be leaving EE due to the service as soon as my contract ends

Re: Add to Plan TV

Peter_W — Fri, 21 Aug 2026 17:18:15 GMT

Welcome to the Community, @RemaM

Thanks for taking the time to share your feedback here, too.

I'm glad to hear that you managed to get to the bottom of the issue with your return in the end, but I completely appreciate this has fallen short of the experience we'd expect.

Have you managed to send this of successfully now?

Peter

Re: Add to Plan TV

RemaM — Fri, 21 Aug 2026 18:10:25 GMT

No I am waiting for the collection tomorrow, something I had to arrange myself as EE repeatedly arranged labels for a return but not specifying collection.
I actually spent 1hr 45mins on the phone today with customer guides! Very poor service