Renewed TV and now EE wanting Edge bix back?

[PaulB1964]

Hi - I've just renewed my TV and broadband and I opted not to have EXTRA edge boxes becase one is included in my package, now EE are messaging me to have to send that one "free" edge box back. What gives?

[DarrenDev]

Extra boxes aren't included in any package. If you chose not to include the Extra Box add-on, you'll be required to return the boxes you already have.

[PaulB1964]

It was in my original package though.

[DarrenDev]

It was an add-on to your previous package, which you chose not to renew.

It may have been a free add-on previously, but all those offers have now ended.

[xJilllSandwichx · Accepted solution]

No any extra  EE Edge box is not a part of any package , true you can chose to either have an edge or a pro in package as a main box (i had the choice of the Pro, Edge or an Apple TV) but any other boxes are extra addons £10 month extra so if when you renewed your package you did not tell them you wanted to keep your extra box they will want it back . just give them a call & re add the extra box.

[zulu17]

I believe that EE said

Customers on any EE TV plan who took an Extra Box(es) on or before 17 July 2025 can retain
their extra box(es) at no extra cost for the remainder of their current contract.

So I presume that there are still customers within minimum term to whom his would apply.

[DarrenDev]

Yes, though it's fair to say that the free extra boxes were still never part of the package - they were just free add-ons (which may have had minimum package requirements).  They'll continue to the end of the contract.

[PaulB1964]

I contacted EE and they are letting me keep the extra box at no cost.

[DarrenDev]

Although you have the box, you won't have the subscription for it anymore.  You'll be limited to using one of the boxes at a time, and you'll see a message asking you to move the subscription between boxes.  Recordings on your TV Box Pro will fail when it's not the active box.