TV Sport

[DorsetD]

TNT sport deleted when we switched from BT to EE in December.  EE unable to add sport after 16 phone calls.,Complaint raised. 4 separate orders by different operators made, but still not activated Unable to speak to anyone who can help. No one will phone back or resolve problem 

[Peter_W]

Good morning @DorsetD.

Welcome to the EE Community, and thanks for reaching out to us about this too. 

I can totally understand why you'll feel frustrated if you've gotten in touch about this so many times without resolution. 

We don't have access to accounts via the Community to check this, but I'm keen to ensure we help point you in the right direction for maximising your chances of getting this resolved. 

Do you know if there's an active complaint on your account about this?
Also when did you last receive an update about this, and how were things left with you at the time?
Peter

[DorsetD]

Hi Peter

Complaint made and confirmation email received 12th Dec.

VOL013-XXXXXXXXXXXX

I have not received any contact by email phone etc from anyone regarding the complaint or problem, unless I phone in

Just want to reinstate TNT sport and now boost to the same products as previously had with BT.

[Peter_W]

Thanks for confirming that @DorsetD.

I've just edited that complaint reference number, as we recommend not to share any identifiable information online. 

How was it you raised your complaint on the 12th, was this via our online webform or was it raised during a call?

Have you called back since and received any more updates since then, too?

Peter

[DorsetD]

Hi Peter

Not sure how to reply to you, do you have a phone no we can catch up on? as I can't reply to your emails.

Complaint was raised on the phone on the 12 dec confirmation received from you by email

Have called back weekly since but getting nowhere. Your Jeopardy dept are involved .one phone call was 2 hrs 22 mins, normally take 20 -30 mins before phone answered

Phoned last Friday and told someone will call   hopefully within the week, which has not happened.

You apparently have a backlog of complaints to get through 

[Peter_W · Accepted solution]

Thanks @DorsetD, we don't have access to accounts via this public forum to contact you directly, but I was just trying to establish where we were at with this. 

I would recommend giving this until the start of next week, as that way we can allow a full 7 working days to have passed for your call.

From what you've described it sounds like it is under investigation, but if the team are busy it can take a bit longer than expected to resolve sometimes. 

If you continue to get no updates, I'd recommend getting back in touch and seeing if there are any ways we can get this escalated further, as per our complaints code of practice.

Peter