Managing EE TV subscription

[Robbo298]

EE sells itself that you can manage your TV subscription and swap and change every month if you want. I can't see this option and the only thing I can see is that my TV information is unavailable. I've got the full works package but may look to drop this down to save money.

Can anyone help why this might be?

[DarrenDev · Accepted solution]

Unfortunately the online ordering systems aren't currently available.  To switch your package, you'll need to give us a call.

[Robbo298]

Thanks Darren,

Bit disappointed as this is what sets EE apart and thought it would be so easy and flexible. Sitting in a queue for a long time to then discuss with someone the options is a pain. Thanks again.

[DarrenDev]

Sorry for the inconvenience @Robbo298 - they're working hard to enable the online journey as soon as possible.

[DarrenG2]

As having the same issue, which is rather disappointing considering the "big sell" to move over from BT to EE, I wonder is there an update / plan to fix this?

Having to phone is really not convenient and a considerable backward step - can we at least get this on Chat?

[MKMike]

11 Months on and it seems not much change. Even after I called to downgrade I was told I had to call again on 21st to request the change I want. Is there any plan / schedule for fixing this?

[Robbo298]

I spoke to EE the other month to discuss TV options and I was told the option to swap and change is only for the full works package, which I had, so if I dropped i would lose this benefit. Therefore, I stayed on the full works as nothing worked out cheaper for less services. I think this is how they trap you, as how can it be more expensive to downgrade. Still no option on the app or online. To be honest, the app is slow and useless as sometimes it loads your information and other times it doesn't.

[zulu17]

Your experience  suggests that the customer  service representatives need some further education  and or further support in what their company product is  and its promotions. Even if they are unsure they should have channels  to more knowledgeable sources of information. 

[MKMike]

I ordered the big sport package because I was told that SKY Sports on Now TV was provided with UHD. Then I found out that EE can only provide this with HD and the picture quality is appalling - on ball sports like football, tennis, golf etc. The ball disappears mid flight and the picture is very juddery so I have bought a separate subscription to Now TV with their Ultra boost option which provides UHD and this works perfectly. I called to downgrade to TNT only (which does come in UHD) but was told they couldn’t do this unless I called again on the 21st and if I didn’t do this I will be charged for another months big sport package! I think SKY must be rubbing their hands with glee as BT customers migrate to them because of EEs very shoddy customer service.