BT to EE broadband - problem

[grizzly3]

Ive just moved to the EE SIM and Broadband deal (from BT) and part of the offer was 6 months free Apple + TV.

EE have now sent me two or three email reminders telling me to set it up by clicking 'Activate Apple TV' link in the email they send BUT the link doesn't have any such option instead they have two identical instances of NOW TV to click on. Obviously an error but Im finding it impossible (for 3 week days) to contact a person at EE. The various telephone numbers Ive tried are a real mess. (150, 03301231105, 08001114567,) Sometimes the recording says the number doesn't exist, then saying (that same number) has all its operators busy for 30 mins and offerring to let me wait on the line for 30 minutes, or continuously repeating 'Please wait, please wait' for many times before dialling off. 

Can anyone assist please?

[Alex_H]

Hi @grizzly3,

Welcome to the EE Community 🙂

I am sorry you are having an issue activating your 6 months Apple TV + and getting in touch, if you are getting the 6 months trial as part of your broadband and TV package, if you follow the steps here under How do I activate my Apple TV +? to activate it via the EE app, are you able to do it that way ?  Get free Apple TV+ | TV and Sport Help | EE

When you are calling 150 from your EE SIM what options are you getting?

Alex


 

[grizzly3]

Alex, thanks for your response. I think the following may be the issue as I could not get to an Apple TV page through my EE app.

I have had an EE account for my mobile for many years. It was a business account until January 2015 when EE said they needed to switch me to a personal account as my usage wasn't big enough. That was fine with me and my email address was changed from my business one to my personal one and that has been fine ever since. However on changing from BT broadband to EE broadband last week somehow EE have resurrected the use of my old business email. This means neither my EE mobile app or my EE broadband account (and app?) are synchronised and I am in a right muddle. I have been into my new broadband EE account available wrongly under my business email but cant find the Apple TV details or any proof that Ive been set up with the new service I now have.  Helllp !

[Alex_H]

@grizzly3 Ah I see, there are actually two different offers, one is a mobile 6 months offer and one is the 6 months with Broadband and TV, I am not sure if they specified which one they meant when signing up? 

If you have not received an activation text and the Apple TV is not appearing within your Broadband account in app, the offer will need to be reset by one of our guides to allow activation. 

If you have two separate EE IDs on two separate e-mails at the moment, that will require a merge request being done in order for the two accounts to be combined into one.

When you have been calling us on 150 previously, what is the issues you have been having? 

For information on the Apple TV 6 months offer available via EE Mobile this page has the info on adding it How Do I Get Free Apple TV+ for 6 Months? | Help | EE

Alex
 

[grizzly3]

Hi Alex, the Apple TV+ offer was part of the transfer from BT Broadband and TV to EE equivalents including new EE Router and Smart WiFi Plus boxes and Smart Hub Plus.

When I use the link Get free Apple TV+ | TV and Sport Help | EE you sent, or find it by searching in my signed in account (hoping it may not be greyed out) , the text is greyed out. However I can just make out the text and one of the instructions is to text 150 with TV Plus (specifically under the Android instruction) but the response is a text saying 'Sorry this offer is only available to Apple handset customers.' The alternative is to 'go to Manage TV and Sport and select Apple TV+ and follow the instructions'. Since I dont have any Manage TV and Sport link I cant do that. My account is set up as if I have not got these services yet. I'm grateful for your help but this is only going to move forward if someone can inspect my account (s) and get it set up properly and keep me in touch with the activity.

regards,

Alan

[Alex_H]

@grizzly3 Yeah if it is the broadband offer and you have not received an activation text or have no option within the EE app, it is going require one of our guides who have access to your account to take a look. 

They will also be able to submit a merge request with your two EE ID's.

When you have been calling us on 150 what issue have you been having? An alternative number to call us on is 07953 966 150 if you would to give it a try.

Alex

 

[grizzly3]

The problem with the numbers Ive been calling have been roughly the same as each other, more or less. Cant remember the specific differences of each. I would use the Broadband option first then eg  'Change my product', anything to try to get to a person. All given options end up with a specific pre recorded answer to a question that I didnt have or pre recorded 'please hold on please hold on please hold on repeated for ages until it rings off. Then there's the 'If you are happy to hold for 30 mins someone will be with you or ring back later' recording. Or continuous music with no mention of how long or where you are in the queue.  I will try the 07953 number .

Thanks

Alan

[Alex_H]

Thanks @grizzly3, let us know if you are able to get through and get the help you need on that number.

Alex

[grizzly3]

Alex, the 07953 just took me back to the same place as they all seem to. The best I got from the couple of options was 'all our people are busy, hang on for 20 mins or phone us back later'. Ive been trying for several days to speak to someone about the Apple TV issue. If anyone told me that EE cared two hoots about customer service i could tell them the humans are great to deal with but it could take you your whole lifetime to get one. 😟 

[Alex_H]

@grizzly3 I am sorry about that, it can definitely be frustrating when things are not working as they should. I have just tested the 150 service, pressing option 1 to get the link sent via text. 

Opening the link for the visual menu selecting Broadband, then Broadband billing then select For anything else. Then select Connect to call and it should load up your keypad to call 150 and route you to the department. I have just tested that now and got connected in a min. 

Does following those steps help you get connected to one of our team? 

Alex