As a disabled customer, highly disappointed with EE's service

[OllieBob]

Hey,

So, firstly I'll say this, the people I've spoken to on the phone have been outstanding and helpful, within their limits. EE, in my experience, have very good customer support.

Now, for the bad bit...

I'm a totally blind customer. For this reason I went with EE who supply an EE branded apple TV box as part of their package. The apple TV box is highly accessible. Wonderful, very happy with it over sky stream. I was told, when purchasing, by the agent, that he thought I should be able to get a second EE branded apple TV box. Turns out, I cannot. I can't even buy one. I've got the EE TV mini box which is completely inaccessible, I can't even turn on audio description independently. This is very frustrating.

Added to this, because there has been an issue with my account, I got a message out of the blue that my order had ben cancelled and my service was being terminated. Another phone call in to rectify this. In total I've made about eight calls to rectify the lack of the secondary apple TV box, and the issue with my account being cancelled from under me... And still, when I go onto the EE app, I can't access any of my account.

this is not a cheap service. I expect things to work and I expect adjustments to be made due to my disability, even if I have to spend a little more to do so. I'm not trying to get anything for free here, though that would be nice. 

All in all, EE are not at all impressing me. I'd cancel if I could but my old broadband has now been shut off so I can't be bothered with all the issue of sending equipment back etc. 

I'd suggest looking elsewhere to other blind people looking for an accessible solution to TV watching. They just aren't mature enough to support us, but the people on the phones are lovely, so at least they've got that going for them.

[Chris_B]

@OllieBob  

   You can only have one EE Apple TV as that’s all that’s permitted and if you require other boxes to watch TV on then you are given the mini box.    You can not have one rule for some and a different rule for others because at what point do EE say no.    It’s the same rule for all.   It’s just like you can only have one EE TV pro box.   And as you say “by the agent, that he thought I should be able to get a second EE branded apple TV box”.  That’s “thought”. That wasn’t saying you can they was having a guess. 

[OllieBob]

Let’s flip this a little. Let’s say every customer should have the same experience. I require, instead of an inaccessible EE mini box, an accessible apple box as my secondary box. Adjustments sometimes have to be made to maintain a quality of service for customers with different needs.

And fine, say your rather uncompromising and narrow minded view is true, which I don’t think it is, I should be allowed to purchase an EE Branded Apple TV box so I can access the subscriptions on a secondary box.

I could go into more detail why this is wrong, and poor treatment and, for want of a better description, short sited. All services should be accessible to everyone. I pay the same as everyone else but get a diminished service because of their lack of accessibility on their own hardware, and the lack of provision for those with different needs.

[Weerab2024]

You can turn on audio description on the mini box, by pressing the 3 line button at the top right hand side of the remote and then selecting the audio description button, so you wouldn't need to do it for every channel. 

[DarrenDev]

Sorry to hear that our agent misled you @OllieBob.  Unfortunately it's a contractual requirement that only EE provided Apple TVs can be used.  I've asked if I can get a statement on why we can't offer a second Apple TV for an additional fee in exceptional circumstances (I don't know if there's a contractual reason for this).

The YouView boxes come with a new remote control that isn't as easy to enable Audio Description, but an older remote with a dedicated AD button is also available - I can try to arrange for one to be sent to you if that helps.  It's also possible to connect a device to the USB port on the back of the box to control it, however I apologise for not knowing what device options there are for blind assistance.

The full list of accessibility features is available from YouView's web site: https://support.youview.com/youview-box/accessibility/accessibility-features/

[Chris_B]

@OllieBob   Not liking what someone has put doesn’t mean it’s narrow minded it’s just you don’t like it.  There’s a big difference between narrow minded and being told how it is.   The mini box does offer audio description it’s just you haven’t learned how to enable this as easily as the Apple TV box.  

[OllieBob]

Please grow a brain. Thank you.

[OllieBob]

Thank you. Will check out the link. It does seem it must be some odd contractual issue. Reasonable adjustments should be made.


Also, thank you for being constructive rather than the other reply who wasn’t particularly intelligent in their answer. Troll I think.

[Chris_B]

@OllieBob  As I said not linking what someone has put is just you not liking it.  It doesn’t mean anything else and I don’t gain anything from it and I’m certainly not trolling I’m  just informing you how it is and you don’t like that.  

[Weerab2024]

It's a customer forum. 

Darren is a EE staff member who may know more information.

The rest of us are just trying to help other customers out if we can.