Unable to record series

[Jaynemw68]

Hi, 

Am having the same issue. I contacted EE and spoke to an agent who informed me that the mini hub does not allow recording due to limited space. I asked if I could upgrade and was told that I could and was then transferred to another agent where I was informed that I couldn’t as I was contracted to a mini hub and that I should have known that I couldn’t record. I said that I felt as I was miss sold as it wasn’t brought to my attention that I couldn’t record on my box(I just thought that it would be the same as my old BT box) I was reverting to EE as my mobile is EE and would be able to save. I was informed that I would be getting exactly the same service as before as I was transferring to EE which is exactly the same as BT. The Agent I spoke to today informed me that because I had the product 8 months that basically nothing could be done. I’ve only wanted to start recording recently because I’ve got into F1. I did say to the agent that if I had known that I couldn’t record then I would have refused the mini hub. It’s a complete lack of professionalism from EE and the fact that I’ve been with BT for years is another insult. So please EE DON’T compare yourself to BT and be more clear with your customers. Another customer lost thanks. 

[Peter_W · Accepted solution]

Good afternoon @Jaynemw68.

Welcome to the Community!

With our TV Mini Boxes, these are just designed for streaming rather than recording, but there's still a wide range of catch up content that you can turn to for missed programmes. 

I can see why you would feel let down if this was sold as having 'all the same features' that you had with BT TV, though. 

So we can take a closer look into the overall experience you've had here, I would recommend raising this as a complaint. 

Our dedicated complaints team will be able to review everything that's happened here, and ensure we've looked at every option we can to help move forwards.

Peter