EE tv BOX PRO

[Padcamp]

Hi,

I joined EE/BT on the 6th February 2024. When I signed up I asked for an  EE tv BOX  PRO as a member of my family due to health reasons needs the ability to record programmes. I was assured that I would get that box and in addition I would be sent two Mini Boxes free of charge. The equipment duly arrived but there were three Mini Boxes no  tv Box Pro sent. I immediately called 150  and the person I spoke to informed me that there was a problem in that Mini Boxes were being sent out in error. He informed me that he would have the correct box sent out and also sent the return packaging for me to return the unwanted Mini Box. I have since spoken to EE five times about this and was told a manager has to authorise the sending out of an EE tv BOX PRO and each time this was done. I still have not received the EE tv BOX PRO. Has anyone else had this same problem and if so what did you do to get the correct equipment.

[Padcamp]

Hi DarrenDev,

The TV Box Pro arrived today.

Thank for sorting it all out for me.

Kind regards,

Paddy

[muffs]

Hi Padcamp,

I had the same problem whereby my provisioning order advised was for 1x Smart Hub plus 3x  Mini Boxes. which was split into two shipments. Despite advising EE of the problem upon delivery of the first part they they advised they were unable to correct it until after the second and final delivery was completed some three days later.

I had to call them after the second completion delivery at which point they raised the order for EE TV Pro Box which did not arrive until a day after the scheduled delivery date.

The consequence being that my commissioning was pushed back by a week.

Commissioning has not been without  its issues either, some of which are yet to be resolved.

I recommend remembering the universal master hard reset (Power Off then On again after a short delay) do not rely on soft resets ( turning off via front panel controls).

[chrismac111a]

Just seen your note and I'm going through the same problems. I've just asked for transcripts of my telephone calls as I'm even starting to doubt myself. 4 times asked for the TV Box to be sent and get a different answer each time. Every call has questioned what we agreed but I know I'm 💯

[Padcamp]

Hi chrismac111a,

Hopefully DarrenDev will see your post and get it sorted as he did for me. 

The TV pro box arrived a couple of days after he informed me that the warehouse had picked the order.

Unfortunately it was a duff box, an engineer was sent out, having missed one advised schedule time, with a replacement box.

The fault being that the box would not connect to the router even though the Mini boxes did.

I hope this gets resolved quickly for you.

[chrismac111a]

Thanks, let's hope someone picks this up. Raised 3 complaints to date and expected to be wowed after being with Sky for over 20 years and paying significantly over £1k per annum. Plenty more business to offer with 3 mobiles in the Family too... 🤷

[chrismac111a]

Perhaps you could review my case. 3 complaints raised so far. You'll note the audit trail here.

[DarrenDev]

I can see all your calls @chrismac111a - all within the last 3 days.  Our systems don't work that quickly - the first call you made resulted in a fault ticket being raised, and that will be dealt with when the team are available (there's a queue - I don't have access to see if they've picked it up yet, or where it is in the queue).

You spoke to Luci last night, and she agreed to call you back today - she'll be in later this afternoon.

There's no sense me getting involved as well - it'll only confuse matters.

[Padcamp]

Hi,

At least you have the right gentleman aware of your case. Do as he says for now, if no luck post a reply to his response of 09-04-2024 at 08:24 and hopefully Darren will then be able to get things moving as he did for me.

Again thank you Darren

[chrismac111a]

No surprise, no call from Luci. Another individual who's failed to keep their promise. Just do what you say you're going to do, it's not difficult. I'm now going to waste more time tomorrow speaking to someone else who will promise to sort the problem but who knows. 29 years with Sky and decided to give someone else a chance. I'll enquire if I can switch back. It's just not worth the effort 😞

[DarrenDev]

A note was logged on your account at 3:42pm yesterday showing they were following up on the agreed action, however no subsequent call was made.  I can see that your stuck order was cleared at 9am yesterday, so they should have been able to continue with your issues.

I don't work in the call centre so I don't know what process they followed, but I'll message them to ask why they didn't call and ask them to call you today.

I can only apologise.