Unable to change TV package

[hobbitbrain]

Just over a month ago when the football season ended, I asked to change my TV package from Sport to Entertainment. No change has been made and after multiple phone calls I was told that there is problem preventing customers from making TV channel changes. It also seems that nobody knows when the problem will be resolved. Now that I know that there is a system wide problem, I won’t waste my time calling 150 again. It may soon be time to see if I can cancel and go to another provider.

[XRaySpeX]

Aren't these TV Packages 24 month contracts?

[hobbitbrain]

They are 24 months long. If you cancelled your contract early (after the initial 14 day cooling off period), I’m sure there would be an early termination fee.

[XRaySpeX]

What I was getting at is that you are locked into the TV Package you chose for 2 years.

[DarrenDev]

Sorry to hear of your issues. Whilst it's not possible to change your package online, it should be possible to do it over the phone now. 

If you've still not managed to change your package, please email me at tv.apps@ee.co.uk with your EE account number and I'll see if I can get someone to investigate.

[hobbitbrain]

Thanks for the information. I did make a call to request the TV package change again. Unfortunately they still haven’t been able to make the change due to some kind of system problem.The issue is being investigated and hopefully with the next week it will be resolved.

[nocternus]

This is also happening to me. I was told after 3 months I could change. When I tried with 150 they were unable too. Now 3 phone calls in and still no change.

[Peter_W]

Hey there @nocternus, I'm disappointed to hear that you're continuing to struggle with getting this changed. 

How were things left with you when you last spoke with us, and did our team give any indication as why this wasn't possible?

Sometimes if there's an error on your account we'll need to investigate further, but we'll always aim to get this sorted out.

Peter

[nocternus]

I called again today. The first advisor I spoke to today when I said I'm not paying for something I don't want said well we will have to send debt collectors to you. She then transferred me to the tech department a chap named Jamie who was great but obviously perplexed to why I was transferred to him. He then transferred me to the loyalty team ( the lady there was also great) but the system would not allow the downgrade. They have had to cancel my TV package, I will have to send back the equipment then order a new subscription when that's done. I'm seriously considering just going to Sky now. The main reason I went for EE TV is I was told it has Disney plus and I wanted to keep all my channels in one place instead of switching between PS5 and the TV.

[qucharsky]

Good to know I’m not alone. Been fighting the same issue for weeks now. Initially I wanted to downgrade the package as per my contract which allows changing every 30 days. System won’t allow it. Weeks of calls and going back and forth. I had enough made a complaint. I was allowed to cancel my TV completely - penalty free. You would think this was the end of it. No! System won’t allow removing/cancelling it either so had to make another complaint and still no joy. I’m being credited full price of the package for now but makes me wonder what will happen when the time comes to end my broadband contract and system won’t allow it either. Honestly such a shambles 🤦‍♂️