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.

[Leanne_T]

Hi @RWoodward22 

Thank you for coming to the community. 

I am sorry you have had this experience when trying to upgrade the sport package. 

When you last called our tech guides did they advise a complaint had been opened for you? 

Do you know if a support ticket been raised with the relevant team to get the open order looked into? 

Speak soon. 

Leanne 🙂

[Daipop]

Hi Rwoodward

Sorry to hear your suffering the same atrocious customer service as i received & it appears the saying “ Going from BAD to WORSE!” Is applying to EE now as they feel the product offering is good enough to stand alone with only an ALGORITHM to support it - You & I know this is abjectly false & doesnt stand up to them making an error & then being unable or unwilling to deep dive a solution for you so my heartfelt sympathy & best wishes for a resolution.
My workaround was having to continue the overpayments until the end of the contract (February 2026?) but them advancing a huge credit to my account to offset it - at least it works as long as any % increases are not made on the higher monthly cost ? But that’s for another day
Good luck
DAIPOP
Sent from my iPad

[Papillon63]

I am having the same problem. I got my broadband setup over a week ago and ordered tv. I then rang as it had not appeared to be told there was no order for tv? They then tried to add it and there was an error.  I was then told it will take them over a week to fix which it has now been. I have had no tv over Christmas too. Angry and disappointed and I hope I get a decent answer tomorrow as it has been a week now!