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.

[OllieBob]

I’m sure you're trying to be helpful, in your own way. Saying, just lump it because you’re disabled, doesn’t work though and is not a solution or, indeed, helpful. It is possible for me to have a similar experience to everyone else if there is a waving of the rules. I’m a minority and so EE may not have come across this situation before but, if it can be rectified by allowing me to purchase a second apple TV box, it should be. You opened with a rule should be the same for everyone, but not everyone is the same. you don’t require a second Apple TV box for full functionality of your EE TV system on a second TV. I do. I’m saddened that your world view is, even if adjustments can be made to give an equal experience, or as close to equal as reasonably possible, those steps shouldn’t be taken. You’re right, it’s not EE’s fault that I’m blind, it’s not your fault, I’m blind, nor is it mine. You should understand I have an inferior product to what I was led to believe I would receive, EE has not fixed this, they should.

I’m unsure what has made this such an issue that you felt the need to even reply to my post to basically say, you’re not special, sit down and shut up. Next time, I suggest following the same advice. Your ‘help’ has not been constructive, aside from reminding me that there are narrow minded people in the world who think if reasonable adjustments can be made for parity of experience, they shouldn’t be. Isn’t that just a rather small and mean view?

[OllieBob]

And the helpful replies are much appreciated. 🙂

[Chris_B]

@OllieBob  No one has said “just lump it because you’re disabled” so don’t put words in to other people’s mouths .  I wasn’t bringing any disability in to  it.   I was telling you the same way as everyone else who wants a 2nd Apple TV box.  You just don’t like what I put that’s all. 

Disability or not it’s one Apple TV box per customer and that’s the same for the TV pro box.