Decent product let down by poor support

[Letdown]

I was with BT TV from 2017 -2020, I left cos they mucked me around during an upgrade and lost my subscription channels. 

I went to Sky, it's not a faultless product by any stretch. E.g. running iplayer when you change to a BBC channel and then cancelling leaves you with a black screen and a reboot required to get a picture back. Also the streaming apps just randomly drop out after 2-3 hours. 

I left sky and came back to EE TV when resubscribing my broadband, took entertainment, movies, HD add-on and Netflix upgrade. 

I've not had any emails to tell me this was starting or how to get setup.  The EE TV app says no subscription found when I sign in from BT or EE IDs. I setup the mini box under orders from support and the subscription channels don't work.  I was advised to reboot the box and my hub, this made no difference. If I signed into Now TV, there was no memberships.  I was then told to setup thenPro box and that the subscription was tied to the Pro box. I did this and still no subscription channels. 

This took over 2 hours as you are passed from dept to dept (billing to TV). 

So to summarise, just the same as the last time, staff really not setup for anything more than super basic troubleshooting. 

I came onto this forum for the last 3-4 weeks and I'm saddened that a nice man called Darren can fix stuff on a forum and the official support can't. 

I've cancelled my TV package today as I was told I would need to wait 3-5 working days for a technical team to fix my issue.  That is a ridiculous amount of time to wait in this modern age.  I was also offered the chance to raise a complaint but I wasn't told what this would achieve so it's really just lip service, please only complain to an independent body. 

That's all really, just the facts. 

[Leanne_T]

Hi @Letdown 

Thanks for coming to the community and letting us know about your experience. 

I am very sorry you have returned the equipment now after speaking to our tech guides again. 

The community support team have no account access on the community to check what has been set up and offer further support. 

You can raise a complaint using the online webform and one of the complaints team will get back to you, the current response time is 7 days. 

Leanne. 

[Letdown]

Hi Leanne,

It's not your fault, I'm not sure what was done but the reason for posting was to highlight that errors cannot be found and dealt with whem speaking to support. 

I don't think that you can tell new or old customers to wait 7 days for a response. 

Going back to my initial experience with BT TV, I was moving from a legacy package to a new package and the new package wasn't available when I was told it would be and the old package was removed and I had only basic freeview then. 

Staff need much more training to identify issues like this to retain customers.  To me nothing has changed much in 4 years apart from branding. 

This isn't an isolated case, this sub forum is littered with same or similar complaints. A lot of revenue is being lost for EE because of this. 

The interface I seen for a brief few minutes seemed very responsive and freeview channels changed quickly over IP mode, the remote seemed better than Sky Q. 

I think if you get onboarded correctly you are very lucky.  If like me it's messed up just cut your losses, there's no need to be stuck on hold or in chats for something that should work from day 1.  Customers should have to chase faults, support should contact the customer when things are fixed.

[Leanne_T]

Hi @Letdown 

I am very sorry and appreciate you leaving this feedback. 

To get individual accounts looked into and resolved this would need account access and our technical support team can help you. Getting any raised issues fixed can take time to be fully investigated and resolved. 

I really hope you decide to join us again in the future. Please let us know if we can help you with anything if you do 🙂

Leanne.