Mis sold new EE TV and internet to get cheaper mobile phone upgrades

[Halouxyz]

Hiya, another long-term EE/BT customer who  was advised to switch my TV&internet from BT to EE, when upgrading my family's phone contracts in store, and ended up being mis-sold a plan. 

What they neglected to mention when quoting the new "all in" price, is that I would lose part of my TV package (HD channels). After calling EE multiple times over the next few days to report my HD channels disappearing, and spending hours on the phone, the conclusion is that I signed a contract with them and agreed to a new package that was missing certain HD channels, and I now have to pay extra if I want to add it back on!

I spent over an hour in store and at no point did the sales person say that the switch would remove part of my TV package. I guess the downgrade was hidden in one of the huge number of online contracts they made me virtually tick? 

The phone agents say there's nothing that they can do and that I have to resolve it in store, which seems crazy because they are all the same company, so should take accountability. 

I'm really surprised by their lack of concern that their stores are mis selling their products. I'm also advised I can't cancel my contracts as the phones would be hundreds of pounds in cancellation fees, so I'm trapped. Didn't even get an apology on the phone.

Any advice welcome, can't believe this is how they treat loyal customers. 

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[DarrenDev]

It sounds like a misunderstanding - the TV packages can be confusing, especially when there have been so many variations over the last 10+ years. The staff in store have only just started selling TV, so they have no idea of the history.

Did you pay for the HD add-on previously? Or were you on the top package already, where it's included? 

I assume the deal you arranged was for better than £6 a month, so you'll still be on a better deal if you add it.

[Halouxyz]

I had HD channels previously and paid a similar amount as I do now. But whether the TV package is a better deal or not isn't relevant. The reason I switched was to get a better deal on mobile phones. The total price I agreed to was based on my specific budget.

I would have picked cheaper phones if I had been charged more for the TV package. And I can't now take them back without massive cancellation fees. So their mistake, if that's what it is, would cost me money.

At the very least they should be concerned enough about the mistake their staff are making, to investigate possible training requirements. But they don't even care about that.

[Chris_B]

@Halouxyz    Did they neglect to mention or did you assume and so didn’t ask ?  It can be seen both ways and nothing stopping you from make general inquiries about a product before you agree to a contract. 

[zulu17]

I believe each EE store has a phone number use 

https://ee.co.uk/store-finder

and expand the details for the relevant store.

Suggest you ring and speak to the manager and discuss what has occured and post back here if there is no satisfactory resolution agreed. 

One afterthought  did EE throw in/ offer a  free extra box (EE TV Box mini)  as part of the new EE TV package ?

[Midnight_Voice]

I was offered a discount to move from BT to EE when I took an EE Sim-only contract.

I declined to sup from the poisoned chalice, and post after post on this topic since then has underline how right I was not to.

[Halouxyz]

I was just told that they would switch my internet and TV service from BT to EE, and as a result my phones would be cheaper. 

[Matt_124]

The broadband/tv offer they can do is the same regardless of whether you take a New SIM Only or not when transferring.

And even if you don't, you can always add it later on.

The issue they really have is getting the agents to actually take the extra minute or two to link it to someone's existing EE account instead of creating a new one for the broadband out of laziness and then being unable to link them later.

Their system let's them link the accounts in the sales journey if there's an existing EE mobile customer moving their BB from BT, evidently most just don't bother to do it.