EE TV is here

[NickBS]

EE today launched its new TV service, EE TV, available with EE Broadband.

EE TV means amazing entertainment and sport, with Sky channels from NOW, Netflix, TNT Sports and more – through flexible packages that can be changed month to month, so customers only have to pay for what they want to watch.

The biggest news? EE TV will launch on Apple TV 4K via a new app with a bespoke TV guide for a complete and seamless live TV experience, as well as an EE branded remote offering instant app access. Customers can now choose the best TV experience for them, with a range of set top boxes including Apple TV 4K, EE TV Box Pro, or EE TV Box Mini.

For customers wanting to watch in multiple rooms, only EE TV comes with up to 2 extra EE TV Box Mini’s at no extra cost.

Those joining the new EE TV service will be able to enjoy six months free Apple TV+. Apple TV+ offers award-winning Apple original series and films, from hit dramas to star-studded comedies, ground-breaking documentaries to kids’ favourites, with new premieres added every month.

To find out more about EE TV with EE Broadband, click here. 

[Profile closed]

I decided to submit a complaint using the online form today.

I have no complaints about the service I have received from the EE staff as they have all been excellent and tried their best to help and can only act on the information they have been provided by their management.

My complaint was regarding the availability EE TV and lack of communication regarding the launch for existing customers.

[Doddsy14]

I made my new order for broadband and EE TV on the 3rd Jan.... a few days later I check my order (i had received no email confirmation but screen grabbed the paperwork after populating whilst on the phone to the sales person). On checking the order it was cancelled by EE - no email to me informing me. I was told there was an issue with the original order and a new replacement order will be made, but it can take 10 days..a week or so later an email comes through with a new order (exactly the same as before)..i wait about 4 days and check again online, again with no comms EE cancelled the replacement order. So I called the support line and was told there was another issue and it needs to be cancelled and a new order will come out and can take 10 days..end of last week I get another email with a another new order number,.all seemed good this time and I get a text message this time saying they are looking to get an engineer out to install the broadband (even though we already have FTTP with Sky and that is being replaced). Checked the order today.... Once again cancelled.. no email and no comms. 

So tomorrow I will be calling to permanently cancel the full order. I am sure they will try and say I outside the 14 day cooling off period, but I have never even seen the original signed contract or order from the original order. 

TBH you can setup your own Apple TV with all the streaming apps, pay about £4 for TV Launcher app and its likely very similar to the experience you will get from EE TV and at least you will get Now TV at 50% of the monthly cost by going direct

[muffs]

Hello Doddsy14,

Sorry to hear your news.

As early adopters, unfortunately we are small fish in a very big pond.

This BT rebranding and TV service launch is a debacle.

My promised call back from EE/TV sales to resolve my subscription today
never happened.

I have logged into MyBT to review service status and find TV links to
EETV, showing current service level and offering a variety of viewing
upgrades without mention of EETV box nor ddditional room boxes, whereas
Broadband can't show any offers advising I call 150.

Regarding the EETV info shown, it mentions a Welcome Gift of 3 months
Apple TV+ and shows a picture of a TV box, which I take to be the Apple
TV box, where they state "New Name Same Box" on which the indicator
light will become EE Teal in colour.

No mention of the new EETV box and additional two room boxes.

I think they have had problems with the EETV boxes so the new EETV
service only realistically/presently available to customers that have or
will have the Apple TV box service (last incarnation of EETV).

I shall have to call them tomorrow as I presently feel "I am between
stools" figuratively speaking.

Cheers,

[muffs]

Hi Downloader,

You know, I fully understand your complaint and offer my voice as support.

Particularly now,  as the promised call from BT/EE Sales today to sort
my situation never materialised.

I did notice a message on my mobile telling me that BT Broadband was now
EE Broadband as of early this morning and that my settings had been
migrated, alongside a link to log into the account.

But I must have dreamt it because I cannot find such a message in my
messages, though there is a call 150 in my call history which was the
result of clicking the link which responded with an out of hours recording.

Peculiar or typical??

Still confused.

[muffs]

Hi Deano1711,

Well done.

May I ask which of the publicised equipment options did you go for or
have the choice of?

New EETV box with a pair of room boxes or AppleTVbox?

Regards and thanks,

[Deano1711]

Hi muffs 

I had the choice of either but chose the apple box and 2 minis 

[Eastie19]

I had the ee pro box and 2 minis delivered last week and were activated last weds - am delighted with the quality of picture - had an issue with Bluetooth remote not linking to tvs but bought the old ir remotes for a fiver on Amazon and the y worked great and linked to tvs easily 

[muffs]

Hi Deano1711,

Thanks for your reply.

Enjoy.

[muffs]

Hi Eastie19,

Thanks for your reply.

Gives me confidence that I might get what (I thought-I was told) I had
arranged.

Enjoy.

[qucharsky]

I called on 29th as few people were told it will be available from then but surprised NOT it’s still not available and as usual no indication when. So I’m glad some of you at least had some success.

[muffs]

Hi qucharsky,

Interesting.

I did'nt get around to ringing today but your finding might explain why
iI did not get their promised call on 29th.

I shall try callling them tomorrow.

I must say that, I really wish someone else offered a TV service I wanted.

Cheers,

[qucharsky]

@muffs I agree with you but I hope you will get further then I did. They literally just said no sorry we don’t know when goodbye - conversation over in 30 seconds 🤣 good luck and let us know how it goes!

[Eks71]

It's an absolute shambles...takes you years to get through to anyone then
no one can help you...Very Disappointing EE. Come on guys keep your
customers upto date.

[muffs]

Hello Eks71,

I don't think we can blame the Sales Staff, rather, I am not sure they
are privvy to the full picture.

In my experience it is not that uncommon for sales staff in particular
not be briefed fully or accurately by corporate management.

Providing an an excuse/buffer for those that are accountable.

Greater compartmentalisation confers a bigger buffer IMHO.

As EE are owned by BT I believe, the product information stream is
controlled by BT and they are ultimately responsible for the sales and
support environment for the EETV rollout.

We, as individuals are only potential customers of this new service.

Cynically yours,

[muffs]

@Eks71 @qucharsky @Eastie19 

BT/EE Sales have confirmed "Roll-out delay" of EETV.

Also acknowledged my migration from BT to EE process is in fact still pending completion.

They have apologised for not fulfilling the promised callback and "Roll-out" push back from 29th Jan date. 

All the correct notes are on my file, received an apology for the lack of feedback/updates.

I have joined the ranks of Downloader et al, awaiting or their email to confirm availability/provision.

Judging from the replies of some community members that have had EETV and hardware incl two room boxes commisioned, the service for the most part works well.

So here's hoping for the rest of us.

If it works as well as the EETV "pre-Apple Box" incarnation, I shall be happy.

[Eks71]

Hi when is exact roll out date....any news when My Ee app will be working still can't access WiFi controls etc

[Profile closed]

@muffs - welcome to the club. The most exciting part is that you have to wait patiently for EE to make contact. 

Hopefully the service will be available for us to order soon.

I will of course update you all when I receive a response to the complaint I submitted the other day.

I may call this afternoon to see if any progress has been made as strangely the person I spoke to last week said they could place an order but only for the EE TV Box Pro however I’m wanting to order the Apple TV.

[Profile closed]

@Eks71 - if you are an existing EE customer then there is no confirmed date as to when we will be able to place an order. Last we have heard is that the ordering systems aren’t ready for existing customers.

If you are new customer then you can order at the same time as ordering EE broadband.

[muffs]

Hi Eks,

No date forthcoming, just pending.

It may be the case that the problem you are having with the App is part
of the reason for delaying the mass Roll-out.

From experience of dealing with manufacturers, that sort of issue is
often software/firmware related and is usually resolved quite speedily
through firmware updates.

Weeks, rather than months as is often the case with hardware
mods/revisions, particularly if they have to be incorporated into
production runs.

Here's hoping again.

[muffs]

Hi Eks71,

That seems to be the way of things today.

The corporate drive is towards new custmer acquisition as evidenced by
new customer incentives.

Of course, a BT to EE switch is not really new business.

[MrCook3]

I just placed a new order (by creating a new EE account) to bypass this whole not being available for existing customer saga.

The boxes arrived today, along with another router (lol). It says my go live date is tomorrow, so hopefully all works. The Apple TV box works fine so far and the 2 EE mini boxes are all logged in and ready to go (when it hopefully goes live).

Lets see what happens I guess?

[Profile closed]

@MrCook3 - interesting, thanks for sharing.

How does that work though? Presumably you already had an active EE broadband service? Or were you a new EE broadband customer but already have mobile?

[muffs]

Hi Downloader,

It is not so much the waiting, as the lack of progress reports and
inadequate communications channels.

I got the pre-validation response on 150 today which still lacks an EETV
option.

150 - Option 1 to speak to someone -pre-validation- abort

followed by;

150 - Options 221221 - no hold music only silence, call almost dropped, 
fortunately Sales managed to catch it.

No relevent information online on MyBT or MyEE where the latter could
have shown Pending Order under "Orders" whereas  the "Broadband" Tab
still responds "No Updates for me".

In my opinion the MyEE Broadband Tab would be the place for a genuine
progress report/update online as EETV is predicated on it and in the
absence of a TV Tab, which I expect will appear when EETV becomes
available to me.

The mechanism for appropriate progress feedback is there, it is just not
being used.

Your formal complaint outcome will be interesting, if it's not subject
to non-disclosure.

[muffs]

Hello MrCook3,

Nice one.

Who were you with  before creating your new EE account?

[MrCook3]

@Profile closed @muffs 

I recently swapped from BT to EE broadband, so I have an active EE broadband account. It looks like my existing account will close down tomorrow when the new account takes over.

I presume somebody has done some work in the background to make this work, because reading through this thread nothing has been straight forward? Either way, i have all my fingers and toes crossed.

I will update you tomorrow with what happens, but so far, smooth sailing, everything has happened when it was supposed to.