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]

It has been possible to add EE TV to "new EE" Broadband accounts for a while now, so what you're doing is perfectly possible.

I can see the orders on your account, but neither of them include TV - the first one (on 14/04) just tweaked your broadband speed, and the second (21/4) added a WiFi extender (which was dispatched via Royal Mail this morning).

I've asked a colleague to check the source ordering system to see if there's a reason why the TV subscription has disappeared by the time it reaches your account.  I'll update when I know more.

[bellco83]

Hi Darren,

Thanks for looking into this for me. I phoned EE this morning to see if there is a TV order against my account and CS advisor confirmed there is an order placed yesterday  and even gave me the order number (I can send this on to you privately). They advised it can take 24 hours to be processed but since this is the 5th attempt and yet to receive any comms I know its not going to go through.

The fact that you can't see a tv order against my account but someone else in EE can just confirms to me there is an issue with my account on EE's end

[DarrenDev]

They use a different system to raise the order (I guess the reference you have begins with AGT?).  That then translates to a VOL013 reference on the actual ordering system, and this is where I can see there's no TV on it.

I've not seen any reports like this before, so I'm trying to find if you've just been really unlucky with agents making mistakes, or whether there's something about your account that corrupts orders on the way through.

[bellco83]

Hi Darren,

Yes the number begins with AGT. Just for some background, the person who ordered my tv package yesterday advised me the order 100% went through and this was confirmed by her manager who checked all the details before confiming also. 

[DarrenDev]

OK, I've just had a specialist trace it through, and we've confirmed as I thought - the order was placed on the sales system, but has failed to pass through to the ordering system.

On further digging, we've found there's already an open defect for this that is being actively worked upon - a fix is being tested today.  I've asked if we can get an idea on how long it'll take to update our live system, and whether there are any workarounds we can use to get your order processed quicker.

Sorry for the inconvenience - we'll get this sorted as soon as we can.

[bixieupnorth]

I had the same thing yesterday. I phoned ee to find out costs of switching from BT to ee. the girl gave me a decent quote with FOUR months discounted but said it would all go through on my BT account because of problems switching. I emphasised to her that I wanted the ee tv box pro or I wouldn't be making the switch. We completed the deal but I didn't receive the expected confirmation email.

Phoned back a few hours later to check. It had been accepted but for some reason an order number hadn't yet been generated.

It all came through this morning from BT, with the discount for only THREE months and no mention of the ee tv box pro. She advised me that this would be despatched today, but would BT have access to ee boxes?  Guess I'm going to have to chase it, or cancel if it doesn't appear. Very odd situation? I understand the two companies are closely linked, I just hope it works out smoothly.

[bellco83]

Thanks again for update & identifying the issue.

If this issue cant be resolved in the short term would i be able to cancel my broadband and take a new contract with broadband and tv package included from the start?

[DarrenDev]

@bixieupnorth as you were already a TV customer with a TV Box Pro, your order was just to change your package.  You won't receive a new TV Box Pro.  Please note that the EE TV Box Pro is exactly the same inside as the one you have already - they just changed the case, and the logo on the remote control.

I can't comment on the promo I'm afraid.  You'd need to call in and raise a complaint about that, so that the call can be reviewed.

[DarrenDev]

I suspect it would be a lot more complicated to cancel the whole thing and start again @bellco83 - especially with so many order attempts stuck at the moment.  Hopefully we'll have an update today on either ETA for fix, or any possible workarounds.

[bixieupnorth]

in that case i don't want to progress. i specifically asked her that i would get the ee tv box pro. I need the four recordings functionality. i asked her twice that i'd def get one and she confirmed. this should be recorded somewhere i assume?