What is wrong with the EE Entertainment package HD programs?

[Alanplatt]

I cannot get any of the Sky HD channels that are included in my contract. What is going on. I can cancel from tomorrow. Totally fed up with EE so far.

[Mr-Mogwye]

Well as per usual, EE have failed to turn up (02/10 ) once again to install the new equipment that EE have sent, plus a telephone (02/10) call from EE to check that all is OK also failed to materialise as well. Having waited in all day on the 02/10 we finally gave up all hope of an engineer visit at 17:00 hrs.

EE must be the most untrustworthy outfit in operation in the UK.

EE seem to thrive on making hollow promises. I was informed by telephone from one of your so-called lady staff that she had arranged for the equipment to be sent out (which duly arrived) and an engineer would install it between 12:00 – 14:00 hrs on Tuesday 02/10. No one showed up. She also stated she would telephone on Wednesday the 03/10 to check that all was OK. Well no it was NOT OK, neither arrangements were fulfilled, neither did I receive any communication to say they had been cancelled.

EE once again a very poor show indeed.

KR.

Don.

[mod edit: please do not post personal information on the public board. Thanks!]

[DarrenDev]

@Mr-Mogwyean agent has tried to call you on September 26th, 27th, 30th, October 1st, and 2nd, but no-one answers.  A voicemail has been left every time.  You also don't appear to be reading my responses here either.

[JP087]

Hi @DarrenDev 

I've had EE TV for a couple of months now and have been successfully watching Now TV in HD, yesterday we went to watch a show on the NOW TV App and there were adverts and it was also in SD. It previously said I had the Now BOOST and this was agreed when I signed up and factored into the price. I went into the NOW settings and had to add boost again, I want to make sure I'm not being charged twice as this was working perfectly until yesterday.

Thanks

[DarrenDev]

@JP087 your subscription with EE doesn't include HD - it's an extra £6 per month, which isn't currently on your account.

I can see a "Boost Free Trial" currently showing on your account, which would explain why it has worked previously.

[Midnight_Voice]

@DarrenDev 

I see Now are offering free trials of Boost again (and Ultra Boost, though that doesn’t apply here), but sold direct, at least, these still turn into paid subscriptions unless they are actively cancelled before the free trial 7 days is over.

So you would think @JP087 would remember doing that, if he had. 

Or are the free trial rules with EETV different, whether by accident or design?

[JP087]

Hi Darren, I may have signed up for a free trial yesterday when my access stopped but I’ve had access to HD sky from August until yesterday, it couldn’t have been a free trial unless it was a very long one? can you please double check this, I’m paying £6 a month for HD and haven’t had a problem before. I wonder if someone has changed something on my account.

[JP087]

Hi @DarrenDev could you please look at this for me? I don't think your message is correct, I've checked my NOW TV billing history and it shows I had boost already and then it disappeared, when I signed up for EETV I explained I wanted HD/UHD on all channels available and this was part of my cost, I do not want to be charged another £6 a month or have to make another complaint (previous issue around switching my box to ATV)

Please see screenshots, I would really appreciate your help here.

[JP087]

@DarrenDev This also states it is one monthly cost on your website, please confirm?

[DarrenDev]

I've just checked your account history, and it shows that an order was raised some time last month to cancel the HD add-on - this was processed on October 1st (the end of your billing period).  Unfortunately I'm not able to see how/where/when that order came from, however I suspect it's another fault related to your order issues last month.

I'm afraid you'll need to call again to add it back on - I'd do it for you if I could, but I don't have access.

[Steve472]

Hi Alan

I am also receiving the same error messages and I've recently paid the extra £6 per month for HD