Apple TV - Free for 6 months - Being offered the deal but can't get it

[emcguinness67]

Hello there,

I've just renewed by BB and TV package. My account page and browser and app is offering me 6 months free Apple TV.

But when I try to access this, I'm told to call instead. I have done this but am being told that they can't add it either. 

Is this something you could add from your Community end? 

I'm at a loss and where to go next. Many thanks. 

[Michael_D]

Hi @emcguinness67 

Thanks for coming to the community.

It is not something we can help with on the community as we don't have access to your account here.

When you spoke with the team over the phone, did they give a reason why they couldn't help?

Michael

[emcguinness67]

I was told that even though it was being offered to me on my account on the website and app, it wasn't being offered on their system. 

[Michael_D · Accepted solution]

The best thing I can suggest would be to get back in touch with the team @emcguinness67.

If you aren't satisfied with what they tell you, you have the option to open a complaint and escalate over the phone, or you can follow the steps on our Make a Complaint page to take it further.

Michael

[emcguinness67]

Many thanks, I'll call tomorrow and report back. Thanks for your help. 

[emcguinness67]

Update. Despite submitting a complaint and both app and website saying I can have the offer, I'm now told that can't give it to me. Nobody seems to take any responsibility. No real reason given, other than bring told the offer must be applied 'at the point of sale' whatever that means. Very poor show, EE. 

[DarrenDev]

@emcguinness67 a quick look at your account shows that you already redeemed this offer on a previous contract - from September 2024 until March 2025.  The T&Cs state that this is a one-time offer, so cannot be redeemed again on contract renewal. I'm guessing the app and web site cannot handle this, and are offering it when it's not applicable.

[emcguinness67]

Thamk you, Darren, for a straight answer. Much appreciated.