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[Me2811]

We have changed from BT to EE. ( unfortunately)
 The services we require are Broadband, TNT sport, Netflix , and a landline which includes “ free calls” up to an hour. 
My husband who has suffered a stroke needs the landline. 
I have made at least 20 calls, trying to sort these services out, and still keep getting lots of add ons which we don’t want , and don’t want to pay for. 
Does anyone know if we can just have these or do we have to have , entertainment, cinema, boost, which we won’t use. 
Any help would be appreciated as I cannot face talking on the phone for another hour, I think  in total I have already spent AT LEAST 12 hours on the phone! 

[Me2811]

We were in a similar situation, we wanted to keep our landline, and have a package which includes “ free call” up to an hour, as we had  this with BT.

We are now with EE and  to date every time we make calls we are charged 29 p a minute. Despite our bill saying we have call included.

I would be interested to know if you have encountered similar?

[Rach_H]

Hi @Me2811,

Welcome to the Community!

Have you been able to call our team, so they can take a look into this for you?

Rach

[Peter_W]

Good morning @Me2811.

Welcome to the EE Community!

When you took out your contract, it should have presented all of the options available.

We don't offer an option for free calls for an hour in the way you've described here as far as I'm aware, but there are a few unlimited call options you can select, as well as paying per call.

For TNT Sports and Netflix, there are TV packages that include these, but there isn't a package that specifically offers these two products and nothing else.

For Netflix, you don't need to subscribe with us directly to use this with an EE TV box, you could still subscribe directly then log in to your account via EE TV.

We don't have access to accounts via these forums to look into plans directly, but if you remain unhappy with the support you've received so far, I'd recommend raising this as a complaint directly with our complaints team.

They'll be able to review the details of your case, along with the experience you've had so far, and make sure we've done all we can to resolve things.

Peter

[Me2811]

Hi Peter, thank you for your reply.

i have already raised 3 complaints, all of which are closed before they have been resolved.

Yours is the best explanation I’ve had so far.

We changed from BT, who were had been with for 50 years, to EE in August as our contract was due . We were given 3 months free Netflix and TNT sport.  In November I rang and asked how much it would be to keep these on. I was blinded by load of ‘tech’ , about speeds, cinemas , entertainment packages. I just wanted to hear one figure, end of . 

Our package now reads as follows:

Call pack unlimited £17.42

Broadband £37.99

Now Sport £34.99

Entertainment membership £9.99

Cinema membership £9.99

Now boost £6.00

Netflix £12.99

We are pensioners, we  don’t even know what half of these are. 
My hubby watches TNT sport( we have always had this with BT)

We would like to also keep Netflix, I hear what you are saying about the package, thank you for explaining that. 
Anything else we wont even use. 
I appreciate that things move on, probably much too fast for us oldies, but I ready do think that a lot of basic communication skills are lacking. What happened to simply answering a question. 
Thank you for your help. 

[Peter_W · Accepted solution]

Thanks for sharing all of those details for me, @Me2811.

Your core features here are the Broadband, Unlimited call package, and Now Sport, which is your base TV package.

I believe the latter incorporates TNT Sports as well. 

Netflix is self explanatory, and can be added and removed at any point, but the other two options I can't say for sure if there's a contract period on them.

Now Boost relates to the Now TV services that are part of your package, and removes ads from Now streaming, enables HD, and allows you to watch on multiple devices. 

The Cinema pack offers additional movie channels, but once again I can't say for sure if this has a fixed contract term. 

If you don't see the benefit of these two features it's definitely worth mentioning to our team to see if they're able to be removed, but it's worth taking a bit of time to work out exactly what you do or don't watch before looking to cancel anything. 

I'm really sorry if you feel your complaints keep getting closed too; the complaints link I shared above will raise this directly with our complaints team, who are our highest point of escalation, so they will definitely make sure that sufficient ownership is taken here.

You can also check out our full complaints code of practice here:

EE Complaints Code of Practice - March 2024

Peter

[Me2811]

Yes,  I’ve spoken to at least 20, people.

i cannot talk to anymore

[Peter_W]

@Me2811 I really see where you're coming from here, and this is why I'd recommend the complaints process.

When you raise this to complaints you're assigned a point of contact that takes ownership of the query, ensures this is correctly logged, and will ensure the complaint remains open in line with our complaints process.

Nobody on these forums has account access to amend your plan and features, but if you follow the process I shared above, this will give you the best opportunity to ensure we've looked at every option we can.

Peter

[Me2811]

Our account is in the process of being credited with approximately £300, we have been charged for calls at 29 p a minute, despite being told calls from our landline were inc in the plan, so at the moment I don’t want to speak to anyone else for fear that a ‘new’ person with alter something again! I never get to speak to the same person twice, even when I’ve spoken to a team leader who is dealing with my complaint.

As regards our package, as we never have the tv on in the day, except for footy at the weekend, I am certain we would use the cinema element. As for the boost, I could take it or leave it. 
We weren’t given the option of whether we wanted them, they went NOT shown on the link I was sent with the contract on, I only know we have got them as they appear on our next bill, so I will take it up with someone them, as I have no faith in the bill being correct anyway. 

Thankyou for your explanation, I will look at the complaint code of practise when my head has had a rest from it all. I  have found it too stressful .

[Lesley_W]

I understand you not wanting to get in touch again just yet @Me2811 

If you have any further questions feel free to pop by again.

Lesley