Only allowed 1 mini tv box

[Nand]

Left sky to join ee. Whilst arranging my package on the phone they could sort my tv and broadband but when I asked to add 2 mini boxes I was told to wait until set up, ring customer services and then they could send 2 straight out. 
so set up today, gave them a ring only to be told I could only have 1 mini box due to the internet speed and there was nothing they could do. I told them that only one mini would be used at any time but apparently still couldn’t do anything and I still have my 14 days cooling off period. 
seems they told me what I wanted to hear just to get me signed up and now can’t provide what I was sold.

[stereohaven]

@Nand 

Sadly, you are not the first and won’t be the last person to post that what you were told during the sales process wasn’t possible once signed up.

The reality is that apart from a selection Freeview channels that can be delivered via an aerial on the TV Box Pro, everything else (or everything if you use IP mode or have TV Box Mini), is delivered via broadband and you can soon run out of bandwidth unless you have a full fibre connection.

What broadband speed do you have out of interest?

If you are still within your 14 day cooling off period you may have to use it.

[Nand]

Normally around 20mbs but can go down to about 12mbs (no fibre down my road yet). 
I’ve got the pro tv box hardwired. So fair enough if it can only run one mini box (not what I was told when signing up) but if it tell them only one would be used at a time then I’d of thought they would send 2 and not lose a customer 

[stereohaven]

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@Nand wrote:

Normally around 20mbs but can go down to about 12mbs (no fibre down my road yet). 
I’ve got the pro tv box hardwired. So fair enough if it can only run one mini box (not what I was told when signing up) but if it tell them only one would be used at a time then I’d of thought they would send 2 and not lose a customer 

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To be honest, that is far too low to maintain any form of reliable service and leave headroom for other web based tasks, it shouldn’t have been sold to you, especially as the mini boxes are entirely broadband dependent.

It might be worth reaching out to the EE Guides to see if they think you should be able to get faster and there is actually a fault with your broadband?

When I first joined BT there was a minimum “handback” speed of at least 44 Mbps before you could even order BT/TNT Sport Ultimate, there should be some sort of check in place to stop orders being placed with such low bandwidth.

If it drops to 12 Mbps regularly then you would really suffer if watching or recording a channel or two delivered via broadband.

[Northerner]

Hi @Nand 

As per the legal bit drop-down

EE TV Extra Box Offer:

Offer available to customers who have a 24-month EE broadband plan and 24-month EE TV Big Sport or Full Works TV plan. Offer allows customers to add 1 extra box to their EE TV Big Sport or Full Works TV plan at no extra cost. This Offer pricing is only available to Big Sport and Full Works customers who take their TV plan from 13th December onwards. Extra box will be the Box Mini only. Broadband must have 30mbps minimum line speed and 50mbps for UHD content. Customers looking to take 2 extra boxes will only be charged for the second box. The price of the second box will be outlined in the price guide. More than one extra box requires 40mbps and 59mbps for UHD content. Offer to be redeemed in store, online or via our contact centre. This offer is subject to availability and can be withdrawn at any time. If you cancel your EE TV contract the offer will end. Service is for your personal, non-commercial use only and may not be suitable for under 18s.

On your speed I would question if you're not wasting your money with the TV package as you might as well get a Freesat (if you have a dish) or Freeview box from Amazon over this service at your speeds that is if you don't have the same functionality on your smart TV. 

Thanks 

[Nand]

Hi, I didn’t do it through that offer and was all done over the phone so never saw that and they didn’t mention it. 
sadly freesat doesn’t have the channels we want so not really an option. 
Will be going back to sky, strangely 2 multi room boxes work fine for them 

[stereohaven]

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@Nand wrote:

Hi, I didn’t do it through that offer and was all done over the phone so never saw that and they didn’t mention it. 
sadly freesat doesn’t have the channels we want so not really an option. 
Will be going back to sky, strangely 2 multi room boxes work fine for them 

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Nothing strange about it, the live channels for all boxes are delivered via satellite through the main Q box and not your broadband.

[DarrenDev]

EE TV is the only TV provider in the UK to deliver channels over multicast.  This is a fixed bandwidth stream to your home, so either the channel will work, or it won't. When a channel is streaming, that bandwidth is entirely reserved for TV, so someone trying to use the internet at the same time (e.g. watching Netflix or YouTube) will have a reduced experience. Trying to watch a channel on another TV box at the same time will just fail completely (unless it's the same channel as the other TV Box).

Sky Stream (i.e. Sky TV without a dish) delivers their content using ABR - if someone else uses the internet, the TV channel quality may reduce and the bandwidth is shared between everyone equally.  That's how they can offer more boxes in a home.

@Nand for your line, you should be achieving a minimum of 30 Mbps, up to a maximum 43 Mbps that your line is capable of. As it's only just been installed, it'll take a little while to settle down - you may end up sync'ing above the threshold for a second box.  Give it another week before making any decisions - you have the 14 day cool off period.