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Help!

Rich19861112
Contributor
Contributor

‎16-09-2025 11:02 AM

Can someone please sort my ee tv account out.

endless phone calls for hours on end following the same process each time.

the issue is I want to downgrade my package however when the operator does it, it looks like it’s successful but the change never occurs. Apparently some issue on the account but it’s been a week now. 

thanks

0 Helpful
5 REPLIES 5
DarrenDev
EE Product Expert

‎16-09-2025 12:43 PM

Sorry to hear that @Rich19861112 .

I'm not seeing any notes on your account to indicate progress, so I've asked a colleague to investigate further.

Rich19861112
Contributor
Contributor
In response to DarrenDev

‎18-09-2025 01:17 PM

Thanks. Any news on this?

0 Helpful
DarrenDev
EE Product Expert
In response to Rich19861112

‎19-09-2025 10:08 AM

Latest update is that the fault has been identified, but it's in a queue to be manually fixed.  It has been chased this morning.

0 Helpful
DarrenDev
EE Product Expert

‎19-09-2025 02:56 PM

Frustratingly, that didn't get anywhere - they couldn't see any history of order attempts being made.

Could you please email me at eetvsupport@ee.co.uk with your account number, and what you would like to order. I'll then get that attempted, and traced through the system.

0 Helpful
Rich19861112
Contributor
Contributor
In response to DarrenDev

‎19-09-2025 06:56 PM

Thanks. Exactly the same issue I have had for 2 weeks trying to get it sorted. The order just disappears and doesn’t change. 

i have sent an email now.

0 Helpful