New user of EETV

[HantsLady]

We recently signed up to EE TV “Full Works” package through our BT Broadband account and requested an EE Guide to help install the system since we have been Sky customers for many years.

The person who came simply installed the box and registered our ITVX account (apparently required on installation) but told us that he had no idea how all the other apps that are connected to EE TV work or how to register with them and use them through EE TV.

We do not currently have a Netflix account but were not able to register a Netflix account in order to link it to EE TV without subscribing to the minimum £4.99 a month. It is meant to be free on our EE TV package.

Same issue with NOW - which says that we only have one month free and not the full 24 months as shown when ordering the “Full Works” package from EE. Not sure that paying £30 is worth it for someone to plug in a box and demonstrate the remote control!

There does not appear to be a Guide on EE’s website explaining how the box and app works and how to set it up.

[DarrenDev]

I can assure you that there was no construct by EE @HantsLady .  I can see that your account was migrated to EE Broadband in an effort to resolve the issues you'd been experiencing beforehand when trying to add TV to your BT Broadband account.  This attempt to upgrade your account also resulted in order failure due to a fault with our system, which then caused other issues when the subsequent retry was processed. 

I can only apologise again for the chaos you've had - we're trying our best to fix all the issues with our ordering systems.

Please note that BT and EE are different brands of the same company, and therefore no details were shared outside of any systems that didn't already have them.

[HantsLady]

At no point did anyone explain to us that we were being “migrated” to EE and nor did we authorise this.

From the moment that we were informed that we were being “migrated” to EE we complained since the migration involved cancelling our BT contract after only a few weeks and moving to another EE contract starting at the new date and at a different price. Even doing this never resulted in a solution to the TV package that we had ordered and we were being sent bills of £175 plus!

EE and BT may well be the same company but they do not have the same account and had no right to transfer our direct debit from BT to EE without any notification or authorisation from us.

BT/EE seriously need to sort out their systems issues! We had been BT customers 10 years ago and had similar problems then. We were overcharged more than £800 on that occasion and had to fight tooth and nail to get the money back.

[Daipop]

Well said & I appreciate your concern for us OAP we went down the Ombudsman complaint route last year which was a total waste of time as their in cahoots with BT/EE & all we got was a derisory £75 for our trouble & a crocodile tears apology??
Openreach have run the fibre to home cable at long last so will let you know if broadband arrives - which it should as we”re already paying for it even without the promised service speeds?
So i think we’re owed 3 x failed appointments @ £35 each = £105 plus £20/day for 105 days to date = £2100 i.e a TOTAL of £2205 without any compensation for the stress & anxiety caused by their failures ???
What are my chances do you think. ???

Kind regards
Daipop
Sent from my iPad

[Daipop]

Hi Darren Dev
Does my claim for compensation look about right ?

Daipop
Sent from my iPhone

[DarrenDev]

I deal with technical issues @Daipop - not complaints or billing.

[Daipop]

Open reach engineer called to install full fibre yesterday - told my wife Marion it’s all connected up & working perfectly all you have to do is move the hub nearer & plug the red lead in ?? Good help for an 80 year OAP eh - i came home followed his instruction plus use power lead ??? NOTHING ! Apparently the DUMBO has switched off everything & no engineer available until 18/6 ???? It goes from Bad to WORSE desparingly ???

Mini hub supplied so have internet but all my security devices have failed & EE TV is unavailable via Mini Hub can you sort this TECHNICAL issue please DarrenDev??

[Rky]

I was about to order EE TV now by reading this experience I’ll look for alternative