Glitch when watching a programme.

[Keil2]

Programme is interrupted and a screen appears with a  message that it cannot be loaded. This last for a few seconds and then a full page advert appears for EE WiFi . to correct a couple of buttons needs to be pressed to return the the programme being viewed. Over a 3 hour viewing this happens 3 or 4 times. I have reported this on three occassions and three different 'guides' have failed to resolve the issue. I am continuing via customer complaint to resolve issue, but as yet it has not been resolved. Is anyone else experiencing this problem?

[Debbie_G]

Hi @Keil2.

Welcome to the community.

Having your programmes interrupted several times during a viewing session is understandably frustrating, particularly after reporting the issue on multiple occasions.

As you've raised a complaint, the team handling your case will be best placed to provide updates on the investigation and any next steps towards resolving the issue.

Debbie

[Keil2]

The question was posed to ascertain if others were experiencing the problem. With regards to the issue being resolved,  in the last 7 days 3 'Guides' have so far failed to resolved what seems to me a rather minor glitch, albeit an annoying glitch. I would like to think that the team handling the issue can resolve the issue. I first placed the issue with them over 7 days ago, in addition to sending a registered letter to Sunderland. Hopefully I will hear from them in the next couple of days

Keil2

[Keil2]

I received a call from EE on Saturday afternoon about my complaint, and an engineer visit has been arranged. 

Keil2

[Chris_S]

Thanks for updating us @Keil2.

It's good news that an engineer has been arranged.

Have they given you a time and a date for when the engineer will arrive?

Chris S

[Keil2]

Wednesday 08.00-10.00

Keil2

[Chris_S]

It's good to hear that they've booked you in so quickly @Keil2.

Keep us updated on how you get on.

Chris S