Swapping TV packages

[LaNessia]

Hello

BACKGROUND: About six months ago, we tried to renew our BT broadband package but were advised that BT was really now just for business and that as residential we should move over to EE. We weren't sure at first, but were told we could keep our BT email addresses and that the actual service wouldn't be any different than we'd have to go through the EE website instead of BT. We moved over/signed up.

Issues with TV package swapping: We signed up to an EE TV package. We signed up to Big TV that was £30 but were given it as £15 for 3 months. We were told that we could easily swap over TV packages, we didn't want to pay £30 long term. Two months into our contract we tried calling about swapping over to the basic TV package and were told we could do it online. We tried but we didn't have the option to do so. I thought it may be a website glitch. We left it a month, and called again. We were told again that we could just do it online or through the app but again we coudln't do that - it wasn't allowing us to. The call agent didn't seem very engaged and we just gave up in frustration thinking we'll sort it in the New Year as we were enjoying some shows on the Big Package. So called this morning and the call agent said they could swap us to basic TV - woo hoo. (As we still couldn't swap it via the app or online). So she says we'll need to sign a new contract. She sent it through but it was adding an amount for a wifi extender that wasn't on our previous bills and so was for the same amount we were already paying but with less service - ie basic Tv instead of Big Package! She said don't worry, you won't pay the full price as on the contract, it will be less. She was verbally insististing we would pay a less amount, but there was nothing in writing. Firstly, how does that work - that you sign a contract but pay a different amount? Secondly, is this standard practice in EE - that you are supposed to sign contracts that are for higher amounts than you are agreeing to over the phone? I didn't electronically sign it as thought that would be daft. But am now in the position of wondering how I'm ever going to change my TV package as every call agent I've spoken with seem to have a different idea of how it's done. I can leave EE in 18 months, so it's not such a big drama - but how is everyone else changing their TV packages? When I signed up, the big sell was that you could change your TV package monthly - but the reality is that it is very complicated and uses up several hours I phone calls. Apologies if I'm being a bit moany just feel like I've wasted the first two hours of my day off so am grumpy hahah!

[DarrenDev · Accepted solution]

Sorry for the horrible experience you've had @LaNessia 

It's not possible to edit TV packages online, so I'm sorry for the misleading information you've received so many times.  It's also not necessary to sign a new contract to change your package - you should be able to do this every 30 days within your existing contract, just by giving us a call.

I've looked at your account, and cannot see any reason why you're being sent around different teams.

My recommendation would be to call again, and just ask to be changed to the Entertainment or Sports package (whichever you prefer).  These are the cheapest packages we offer. Tell them you're not interested in being transferred, cannot make the change online, and just want them to raise the order.  If they still insist on anything other than just making the change then please email me at eetvsupport@ee.co.uk with your account number, and I'll try to find out why no-one is listening to you.

[LaNessia]

Thank you. We will try again but will leave it a few weeks, as we are starting to get a bit annoyed by it and I don't want to be grumpy with the call handler, it's just frustrating when something that should be simpler is using unnecessary hours of our time. Thank you for your response, we will try again

[Brightergraphic]

Yes I thought you could change packages once every 30 days if you want. Tried to change packages tonight which I was told I could do but if have to sign a new contract that would extend my original contract for a further 2 years! Needless to say I declined. It was challenging to get out of the advisor that that was indeed the case. I guess they're paid on extending the contract term. I can't find any numbers for customer services either so would welcome any assistance or advice you can give DarrenDev.

[Brightergraphic]

Did you get anywhere?

[LaNessia]

No, we didn't get round to trying again  - it's been a tough year of caring for a relative, so just haven't had the energy to try again. We may try next week if things or quiet, otherwise we will just switch to a new provider when thevcontract ends. We have not been impressed with EE, BT was great before, Sky had been good too.

[Brightergraphic]

Sorry to hear you've had a tough year I hope things improve for you. 

[DarrenDev]

The contact numbers are here: https://ee.co.uk/help/contact-ee/account-billing/ee-tv

A clarification from my earlier post: you can flex your package right up until the last 3 months of your contract.

As you have longer than 3 months remaining @Brightergraphic and you're on one of our current packages, there should be no reason for you to not be able to flex without contract renewal.

Having said that, the agent will only be acting based on what the system is showing them.  If they say that it won't let them flex without starting a new contract, then ask that it be raised as a fault.