Switch from Pro box to Apple TV (within 14 days)

[JP087]

Hi,

I recently took out EE TV with a pro box and mini, this was taken out over the phone and I was not offered or made aware of the Apple TV option, since learning of this I want to switch boxes, I am still within my 14 day period.

I phoned and spoke to an advisor who said that was fine and he had sorted it with no extra cost, as soon as I put the phone down I got an email confirming a new package (downgraded from 67 to 50 broadband and price had gone up). I would not have gone ahead if it involved a broadband downgrade and additional monthly cost.

I had to phone back and wait another 30mins to get through, I was told the previous advisor has made a mistake and he would cancel the new order and phone me back Wednesday to cancel my EE TV and set it up again with the Apple TV box, he said he couldn't do it any sooner due to the way the system works.

Surely it shouldn't be this complicated? Posting here in the hope someone at EE will see and resolve this for me more smoothly?

[DarrenDev]

Unfortunately we do need to wait for an order to complete before a new one can be raised. This should normally happen overnight but I suspect the agent has chosen Wednesday to allow them to verify it is closed, to prevent wasting your time on the phone.

[JP087]

Thanks Darren,

Do I have to cancel the whole package and sign up again to switch boxes as I was advised? Or can they just be swapped out. Is this something you can assist me with?

[DarrenDev]

@JP087 you should already have received an email informing you of the new order - one was raised yesterday afternoon to send you an Apple TV, and request the return of the TV Box Pro.  No need to change anything else on the package, and everything now looks correct.  I would expect you to receive an email / text later today confirming the tracking number for the delivery.

[JP087]

Thanks Darren, I haven’t had any emails, the order made on Sunday was incorrect as it was downgrading me to fibre 50 so this was cancelled and I was told I had to wait until Wednesday for the order to be put through again .

are you saying it’s all sorted, I’m still on fibre 67 at the same price and the Apple TV box is on it’s way? Just checking as I’ve not had any further emails since the initial error.

[DarrenDev · Accepted solution]

I'm guessing the callback tomorrow will be to just update you on status, rather than to raise the order - it has definitely been raised already.  The switch to Fibre 50 was successfully cancelled, and you're still on Fibre 67.  The Apple TV box order is currently with the warehouse awaiting dispatch.

[JP087]

Amazing thanks so much Darren for your reassurance here, appreciated.