Interested to know if anyone has experienced similar service delivery issues...
Longstanding, happy BT/EE Broadband customer; recently added EE TV (from SKY) in July 2024 on a promo deal giving me Full Works for 3-months at great discount. Happy Camper.
After 3-months, called to remove SKY Cinema and SKY SPORT (delivered by NOW TV, of course). Very helpful EE Guide ran me through the changes, and digitally signed the contract update, but for some unknown reason, the changes did not take hold, and remained on Full Works (at Full Works Full Price).
That was October 2024.
Repeat monthly calls to Guides for 6-months. I have spent (conservatively) 8-hours on the phone to always helpful (but always different) Guides, Connection Team members, Jeopardy Team members, to no avail. In every case, Guides walked me through the same changes that should have taken place in October. Digitally signed the contract updates; but, none of the changes have taken hold. Disappointed none of the Guides apparently know how to escalate appropriately even though I specifically requested. Every month EE were forced to issue me a Credit Note, wasting their time and money as well as mine.
January 2025 the changes (requested in October 2024) came through on my account.
But today I called to add SKY Sport back ahead of Melbourne Formula-1 weekend.
Guide tells me that his system will not allow him to make the changes, and that his Team Leader suggests to cancel my account, have my TV service go AWOL for 1-day, and re-contract/regain service in 24-hours.
I was also informed that re-contracting would re-start the 2-year contract period including for BROADBAND contract!!
Not acceptable. There has to be Technical Solution. They just need to find Root Cause of these troubles.
Am I the only one who's experienced this "disconnect" in their systems and escalation processes??
