Possibly misled by sales agent

[hebidkwkspzbfur]

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.

[JimM11]

@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

[hebidkwkspzbfur]

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.

[JimM11]

@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.

[hebidkwkspzbfur]

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.

[JimM11]

@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!👍

[hebidkwkspzbfur]

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

[JimM11]

@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

[hebidkwkspzbfur]

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.

[JimM11]

@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