Cancelled earlier with agent but no confirmation email?

[David1215]

I cancelled the TV service within the 14 day cool off today- I am keeping the broadband service as it works fine. The TV  service failed due to this error that seems to be quite common.

There has been no email confirmation, acknowledgement, nothing of confirmation of cancellation. I tried to cancel via the app and it says service unavailable. Please confirm the cancellation of the EE TV service has been done as I do not want to be stuck with a contract for the next 24 months that doesn't work. 

[DarrenDev]

Whilst I can see you call and request to cancel, I don't see an actual cancellation order on your account - I'm unable to tell why though.

I can see you experiencing IPC6023 from your TV Box Pro.  I'd be more than happy to help resolve this issue, and still offer the 14 day cool-off from the day that it starts working, if you'd like to actually give the service a chance?  Just let me know if you'd like me to pick up the fault.

Alternatively, I can only recommend you call again to raise the cancellation - unfortunately that's something I'm not able to sort for you.

Sorry that things aren't going as smooth as they should for you.

[David1215]

Hi Darren ,

Thanks. I'm happy to give the service a chance if it can be fixed. I was not made aware yesterday that the 14 day cool off can be offset against the service being fault with IPC6023 as that was my main concern and why I took the decision to cancel given that I did not want to be locked into a two year contract with no guarantees the service would work. 

So yes please, If very much appreciate you trying to fix the issue. I did a bit of background reading and could see that the IPC6023 can happen on some connections and that there can be several causes. 

Please let me know if you need me to do anything at my end. I'm going to be away for a few days so won't be able to check on things until I return. 

[DarrenDev]

Thanks for giving us another chance.  I've raised the fault - they'll be able to find the cause without needing you at home.  Myself, or one of my colleagues, will update you when we know more.

[DarrenDev]

Sorry, one correction - would you mind connecting one of the TV Boxes and then leaving it in standby please?  We've already confirmed that the issue is outside of your home, but once it's fixed we'll then remotely control your TV Box to confirm the fix end to end.

[David1215]

Thanks Darren. 

I'll connect the box now. 

Cheers, David 

[DarrenDev]

They're telling me it should be fixed already - a reboot of your hub and TV Box should bring it all to life.

[David1215]

Many thanks Darren. 

I checked later on in the day  on Tuesday and the service was working perfectly. Thanks so much for resolving the issue. Much appreciated!

However, I've now had an email from EE stating the TV service is being cancelled as of the 6th August. That's obviously not right and not what I want now it's working. 

Would you mind checking for me just to confirm to ensure the service is still in place? I did speak to a girl in customer service but I'm no clearer in understanding whether the TV service is still live or has now actually been cancelled. It's all becoming very confusing. 

If the service has not been cancelled then that's great. But if not, what can I do about reactivation? Also, since for the first 8-10 days I had no working live TV presumably I should not be expected to pay for the service not being delivered as expected for the initial period between activation and fixing?

Thanks 

David