Renewed contract, new equipment missing from order

JohnT63 · ‎19-09-2025

I renewed my contract a few days ago and was due to be getting a new hub, recordable youview ee TV box pro and a TV box mini. But I've only received the hub and TV mini.

Order does state all 3 items. Can anyone advise further please

DarrenDev · ‎20-09-2025

I can confirm that a TV Box Pro is missing from your order, but your stuck broadband order prevented the agent from adding it when you called an hour ago. A fault is raised for your broadband - once that's sorted, they'll be able to get a box ordered.

Sorry for the inconvenience - it's a weird situation that it was on your order confirmation, but didn't end up on the right system to actually send it.

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XRaySpeX · ‎19-09-2025

You need to call CS.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

JohnT63 · ‎19-09-2025

Thanks, I can see that this has happened to some other customers that have posted on here too.

DarrenDev · ‎20-09-2025

Did you already have a TV Box Pro? A new one wouldn't be sent on renewal, as the new boxes are the same as the old ones (just in a different shape case). They only get swapped if they become faulty.

JohnT63 · ‎20-09-2025

No, we didn't have the pro box already. We had old BT youview box. And that box plus other equipment is on the list of items to be returned.

DarrenDev · ‎20-09-2025

I can confirm that a TV Box Pro is missing from your order, but your stuck broadband order prevented the agent from adding it when you called an hour ago. A fault is raised for your broadband - once that's sorted, they'll be able to get a box ordered.

Sorry for the inconvenience - it's a weird situation that it was on your order confirmation, but didn't end up on the right system to actually send it.

JohnT63 · ‎20-09-2025

Thanks for your replies, I posted on here before we called customer service this morning , They were very helpful and they're looking into things for us and hoping to get things sorted for us asap.