Signed up for apple tv in store a month ago and still no activation details?

[SuperDuker]

Hi All,

I upgraded my account last month and added AppleTV as an add on. Didn’t receive a text code or link - going into the app itself it says it shows as added to my smart benefits. I then tap on it and it doesn’t give me any insight into how to add to my Apple account?

I was previously paying AppleTV via a subscription and have subsequently cancelled this in anticipation of the switch over. 

any help would be appreciated! 

[SuperDuker]

Thanks Chris,

I was given an email address for the person that closed the case as completed but whether they get around to this I'm not sure. I literally don't have the time to be chasing for updates and for the Tech team to read through scripts. Is there a way to get help via live chat or email? The 150 service is very painful as I had to be put through to 4 different teams with no fix.

[Christopher_G]

Thanks, @SuperDuker 

If you've emailed the person handling your case, they'll be back in touch with you when they're on-shift.

There's a live chat service for pay monthly mobile customers in the help section of the EE App. They may be able to help you in the mean-time.

Chris

[SuperDuker]

It's been 3 days since my last call with 150, I managed to get through to L2 support after being on hold for 27 minutes. I was told this case would be resolved and that they would contact Apple as it's potentially an Apple verification issue between their EE billing. 

I've just received a text from 150 saying my complaint has been closed, no context or resolution. 

One for the admin team on here, how to raise a formal complaint for lack of service and support? I'm paying for a smart benefit that I can't access. Does the EE community admins have any ability to raise cases on behalf of the users or is it solely separate to the customer services team?

Thanks

[Peter_W]

Good afternoon @SuperDuker.

Thanks for taking the time to highlight your experience here. 

I can totally understand you'll feel let down if this complaint has been closed with no explanation or hint towards a resolution. 

Whilst we don't have access to accounts via these public forums, I definitely want to make sure we help point you in the right direction.

When you were speaking with Level 2, do you know if they raised a ticket on this? Also were you advised of any possible next steps?

Peter

[SuperDuker]

Thanks Peter,

From memory, the woman said I should expect to hear back within 48 hours and that the issue will be fixed. She said that she would leave my case open and call me once it's resolved, that if I missed a call she would leave a voicemail to confirm next steps. 

I just feel like I'm being passed around, I've been duped into a 24 month contract with no accessible smart benefits, and also wasting nearly 6 weeks of monthly payments to not have the option of accessing AppleTV.

[Peter_W]

Thanks @SuperDuker.

When did you last speak with someone, and at what point did you get the notification the case was closed?

Peter

[SuperDuker]

Tuesday 18:44pm,

Text received today at 10:38 ''Hi From EE. We've closed your complaint (Ref: ID********)

[Peter_W]

Cheers @SuperDuker, this definitely shouldn't have been closed if no resolution was offered. 

There are a few options you could go for here, and it's absolutely up to you on what you go with. 

Any complaint can be reopened within 28 days, so if you get back in touch with our team, give your reference number and advise it was open with Level 2, they should be able to look over what happened.

Alternatively you could look to flag it as an official complaint with our dedicated complaints team, and they'll be able to take ownership of your case and ensure we've done all we can to get things resolved. 

You can find out more info in our complaints code of practice, too.

Peter