No order confirmation for EE Broadband and TV

johnfibarr
Contributor
Contributor

‎11-02-2025 09:45 AM - edited ‎11-02-2025 09:48 AM

I ordered Broadband essentials 500 and Big sport on Friday 7th Feb and received no email confirmation. I chased EE and was told that the order was stuck and they reordered.  I still have no order confirmation. How long should it take to receive one?

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4 REPLIES 4
Peter_W
EE Community Support Team

‎11-02-2025 12:15 PM

Hey there @johnfibarr, welcome back to the Community!

Just to be sure, I'd recommend checking your spam or junk folder to make sure that the confirmation email hasn't ended up in here. 

If you've still not seen anything, please give our team a call and we'll be able to check over your order details from there. 
Peter

johnfibarr
Contributor
Contributor

‎11-02-2025 04:13 PM - edited ‎11-02-2025 04:14 PM

I got through to an agent . They had made a mistake in the email address and I now have an email confirmation.

However in the confirmation , it states that  I now have a  Smart Hub 2 when it was  supposed to be a  Smart hub plus.

Also it is showing as only a BT Pro TV box when I ordered an Apple TV 4K and a mini box and an Apple TV subscription.

I called again and I was told the order will be ok. So I am not going to pursue it any more. If it turns out to be wrong I'll just cancel the lot and go back to my old provider.

Not a good experience.

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Peter_W
EE Community Support Team
In response to johnfibarr

‎11-02-2025 04:50 PM

Thanks for the update here @johnfibarr, I'm glad to hear that you managed to get the email address updated. 

Please keep us posted on how things go with the order, and if you have any more queries in the future please feel free to stop by and let us know.

Peter

johnfibarr
Contributor
Contributor

‎12-02-2025 02:49 PM - edited ‎12-02-2025 02:50 PM

Ok, so I eventually received an order confirmation however instead of getting :

EE Broadband essential 500 with smart hub plus

Big Sport with Apple 4K box and a mini hub and Apple TV subscription

- the order states that I am actually getting (4 days later than the original activation date):

BT Full Fibre 500

Full Works and and a BT Pro box.

I have spoken with EE today and been told to let the order proceed and then within my 14 days contact EE again to get everything changed to what it should be.

I could be angry - - but I suppose there are bigger problems in the world today.

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