Downgrading Tv Packages

[LokiTheCat]

Can anyone tell me how I downgrade my packages? I moved from BT to EE and was told I'd get 'Full Works' free for 3 months, 1 month in and I want to downgrade back to Entertainment. Last month was told there were buttons that appeared when the second bill came out - there's nothing I can do or see. I'm fed up of waiting upwards of an hour to speak to agent I just want to get rid of the extras I was lumbered it 

[zulu17]

 Reading this thread  @LokiTheCat is aware of what they wish to change ie change their Flexible  EETV contract from Full Works to Entertainment but EE is experiencing  difficulty in doing this.

I suspect from previous threads in this community  this may be due to EE not enabling this to be done other than via calling customer services.  This seems a limitation  of the current EE systems as  @LokiTheCat  appears to have followed the advice given by EE so  @LokiTheCat has attempted  to call  EE but has experienced excessive  wait times.

So a few things for EE to address here

1,  Enable their Flexible TV packages to be managed  by the customer directly 

2, Update their documentation  and customer  service advice if this can only be effected by calling CS.

3. Review the apparent excessive  wait time customers are experiencing. 

[DarrenDev]

It's not currently possible to manage EE TV subscriptions online. The order system is still being upgraded, so the only way up manage subscriptions is by calling. 

This has been discussed many times on these forums @zulu17 - everything that can be done, has been done.

The only option is to call and wait.

[zulu17]

Yes that confirms how EE intends to address point 1  but points 2 &3 become relevant. 

The advice given by EE CS when the customer  enquired previously and within the Web site documentation  that they have been referred today is 

Change your EE TV package or get an add-in by logging into EE online.

Then there is the wait time in the CS calls which seems excessive  in this case. Is  this a resourcing  or call management  issue or down to other one off events like extreme weather  etc.

These are issues that EE may wish to address.

[DarrenDev]

Like I say - all that can be done, has been done (it's been like this almost 2 years now!)

I'm beyond frustrated, but this is what we have to put up with until the new system is available. 

(but I will ask why an agent told someone it could be managed online - that is odd, as they know better).