Upgraded to full works. Why is it so hard?

[johnbhoy1979]

Hi

I have been on the entertainment package for a while now. Decided we are slightly financially better at the moment so thought I would upgrade to the full works.

Rang on Saturday night. Agreed everything.  No extra channels. Missed something on the sports channels I wanted to see. 

So rang again on Sunday. Advisor apologised as order never went through. He put it through.

I get an email of my bill I was being charged £5    for an extra box I didn't want. 

Also Tnt sports is not working on tv or app.  The same as the last time I had the full works. It was such a pain to get it working then.

Why does Ee advertise these flexible packages when they are more of a pain to upgrade and downgrade as it should be

What do I have to do now to get Tnt sports working?

Thanks in advance 

[DarrenDev]

It shouldn't be that hard, and it isn't for most people, however we're currently using a temporary solution using 2 different systems - agents raise the order on one system, which should automatically flow to the other.  If there's anything wrong with the state of the account on either system, or anything wrong with the order, it will fail to pass validation and so won't be raised.

The agent should have recognised this state and raised a fault, however it appears they've tried to be clever and do something different instead.

Can I suggest you please email eetvsupport@ee.co.uk with your account number and confirmation of what you're trying to order.  One of our specialists will then be able to clean up the account and raise the order for you.

Sorry for the inconvenience.

[johnbhoy1979]

Hi Darren.

Thanks you. I will try what you say.  Appreciated