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Billing and adding something to a package

Will461
Investigator
Investigator

‎14-12-2024 03:56 PM - edited ‎14-12-2024 03:58 PM

Not been able to add hd to tnt sports hd since I joined. Also not been able to to see billing either. It’s the worsts customer service I have received. App doesn’t work and online account doesn’t work. Everytime it’s we need an offline team to look into it. Pathetic is being nice. These are basic things not complicated. Bt was great. If I had known I wouldn’t have switched. Now I’m tied to a two year contract which I can’t get out of it. Rather than spending the money on adds make sure apps work and your teams can sort basic account queries out. 

0 Helpful
2 REPLIES 2
Alex_H
EE Community Support Team

‎15-12-2024 02:18 PM

Hi @Will461,

Thanks for visiting the EE Community

I am sorry to hear you are having a poor experience with your online account. Certain issues with the online account will require a guide to raise it to our  IT team to get resolved which sounds like what has happened with your account. Hopefully they will have it resolved soon for you. 

I can see you commented on our recent thread regarding the changes to the HD add-on for EE Broadband and EETV Sports package customers. If you have not already done so give us a call and one of our guides can help with moving to the new inclusive HD package, as well as check for any updates on your online account issue.

Alex

Will461
Investigator
Investigator
In response to Alex_H

‎15-12-2024 03:01 PM - edited ‎15-12-2024 03:03 PM

The billing should be looked at and sorted in 24 hours so they say. To be honest mate it shouldn’t take 6 weeks to sort this. I have been given lots of different reasons  to the adding hd to tnt sports again no resolution in 6 weeks. It will go the ombudsman if it’s not. Billing should be a given not something you have to chase for 6 weeks. I have I had known what I know now I would have stayed with bt or gone to sky. EE need to start sorting things rather than giving poor excuses, poor customer service. Rather than talk a good game actually provide a decent service to customers. I don’t want a script answer I want a resolution. The website is poor and the app too. Lots of people affected by the same issues and nothing done about them. Invest in your products please otherwise you will a lot people leave and not come back.