Problem ordering EE TV (order wont go through on EE's end)

[bellco83]

Hi was wondering if anyone else has experienced similar issues when trying to add EE TV to subscription. (sorry will keep short as possible)

 I recently phoned EE Customer service and added 'full works' TV package to my existing broadband subscription. I was told order was confirmed and will receive further comms over next 24 hours. I heard nothing so called back.  The next CS person told me there is no TV order on my account, so being the mug I am i ordered it again and the call handler confirmed the deal has gone through and once again further comms in 24 hours. Again 24 hours passed and no emails. 

This cycle has repeated itself three times now and every person I've spoken to from EE is adamant there is no faults on my account. I have submitted a complaint already but don't expect success with going down that road. Has anyone else experienced this issue and what resolved the issue?. TIA.

[DarrenDev]

Unfortunately nothing @Daipop - your issue appears to be unrelated.

If you're still having issues then you're welcome to email me details (account and a description of the issue) at tv.apps@ee.co.uk and I'll see if I can help - I'm afraid it'll be Tuesday before I can get anyone to look though.

[Daipop]

They’re adding insult to injury today asking fo the kit to be returned ?? - done 2 weeks ago via PO & acknowledged by EE RECIP§IENT ????? Chaos ???

[bellco83]

Thanks for update. I'll phone up to get a price

[Firechick15]

I’m on my 4th attempt at ordering this all staff ring me back when they say and chase it up only for it to be lost again so let’s see what happens on tomorrows call back 🤞

[Pb48]

This is frustrating to read as I feel like I'm going to have the same issue. 

I ordered a channel package at 8am this morning and was going it would be switched on straight away. It's now 8pm in the evening and I've called EE twice, and they've said it could take up to 24 hours. The order didn't appear on the account at first but then appeared as a pending job. 

At what point will I find out as I have to manually keep checking if the channels have come on. Wish I had stayed with BT as at least there I could remotely activate and deactivate packages when I wanted to. 

[Christopher_G]

Hi @Pb48 

Welcome to the community.

Has your package updated yet?

Chris

[Pb48]

Thanks Chris. 

Ive spoken to my 4th advisor in three days and this morning they've now said it could up to 72 hours and I'll receive an email once its been processed. 

The original person said it would be instant, the second said by midnight that day, the third said by midnight the next day and now the final person said 74 hours. 

I can't see them resolving this anytime soon and I'll be cancelling my EE subscriptions of TV and Broadband ASAP. It's the dishonesty about their ability to be a TV provider which is the worst. I'm hosting a box office event at my house this weekend and the advisor today said its the same process, so I wouldn't be able to watch it due to the time it takes to add it on. 

What an awful service with 0 credibility. 

[DarrenDev]

@Pb48 looking at your case notes, the package you were trying to add is already half on your TV subscription - the HD channels were enabled, but not the SD.  I've corrected that now.  If it's still not working, please email me at tv.apps@ee.co.uk with the details of what you're trying to watch, and the error you're seeing.

TNT Sports Box Office uses a different ordering system and is almost instant, although there's no reason why you can't order it now just to make sure.

[Pb48]

Thank you so much Darren. You've made a 90 year old lady's day by activating that for her. 

Can't thank you enough. Apologies for the rant. Think I'll come on the community sooner. 

[RWoodward22]

I’m having the same issues trying to up grade from the sport package to the big sport package and over the last 2 weeks made over 20 phone calls but still not sorted. They keep saying there is an open order blocking my account and give me different complaint numbers. This is not acceptable and very frustrating but sorry EE don’t seem to care about there customers. If I could go back to Sky without paying early cancellation charges I would