Where's the TV channels I've paid for?

[patloc]

Hello Eeeeeed

I'm very new to EE having crossed from 27yrs at Virginmedia. I can't speak to anyone at EE about holes in my paid for tv package and how to activate and issues with my account being verified for this purpose. I've spent so far 2hrs on 2 phone calls with a stated wait time of a mere 30mins to a customer service that doesn't seem to exist. Eeeee you're customer service is absolutely abysmal and quite useless. There doesn't even seem to be an online bot to speak to or anyone in another country who wants to speak and greet one of their latest customers. What do you have to do to get customer service other than be complaining by email or snail mail?

[Chris_B]

@patloc  All call centres are UK based so no calling an overseas call centre.   You’ll not be the only one calling so a waiting time is to be expected.  

[Profile closed]

@patloc If you've been with Virgin Media all those years, surely you should be used to terrible customer service? 😂

Joking aside, no one is trying to test your patience on purpose, EE is going through quite the transition behind the scenes and there are quite a few teething problems, from systems to apps to kit to CS training and knowledge.

Sadly this means there are problems setting new (or existing) customers up and things go wrong. Persevere with contacting EE and if you are lucky a mod or employee may even pick up this conversation to help. 

[patloc]

Many thanks for your words of wisdom and don't assume Virginmedia have bad customer service. My experience of 27yrs with Virginmedia customer service has never been as bad as this EE experience. In the early Ntlworld prior to Virginmedia taking over 25yrs ago there were times I had to wait about 10-20mins to speak to customer service however since then they're always available to speak to within 5mins. 

I've wasted 2hrs plus and not been able to speak to anyone from EE about the issues I'm having they don't seem to have any customer service at all. However EE were very quick to contact me to take my money. My 1st impressions of EE as a new customer is that they are have no customer services.

[patloc]

Many thanks for your words of wisdom and don't assume Virginmedia have bad customer service. My experience of 27yrs with Virginmedia customer service has never been as bad as this EE experience. In the early Ntlworld prior to Virginmedia taking over 25yrs ago there were times I had to wait about 10-20mins to speak to customer service however since then they're always available to speak to within 5mins. 

I've wasted 2hrs plus and not been able to speak to anyone from EE about the issues I'm having they don't seem to have any customer service at all. However EE were very quick to contact me to take my money. My 1st impressions of EE as a new customer is that they are have no customer services.

[patloc]

Another 2.5hrs on the phone to try and sort out my EEeeeeeee issues. Best tip was from local EE shop who told me about Texting HELP to 66033 which I couldn't find anywhere on the very unhelpful EE website. Within 5mins someone got back to me and I had my 1st conversation with a human about my issues. However after 30mins of working through the problems the lovely lady gave up and put it the phone down. Not deterred I tried same help txt to find another help EE advisor who didn't give up and spent a hour sorting what wasn't happening. He left me with the issue being handed via request form to another department where he assured me the highly time sensitive team would sort out my TV package within the next 72hrs no doubt using Royal Mail to communicate the problems 😕 

[patloc]

Update.....Another 2.5hrs on the phone to try and sort out my EEeeeeeee issues. Best tip was from local EE shop who told me about Texting HELP to 66033 which I couldn't find anywhere on the very unhelpful EE website. Within 5mins someone got back to me and I had my 1st conversation with a human about my EE issues. However after 30mins of working through the problems the lovely lady gave up and put it the phone down. Un-deterred I tried same help txt to find another help EE advisor who didn't give up and spent a hour sorting what wasn't happening. He left me with the issue being handed via request form to another department where he assured me the highly time sensitive team would sort out my TV package within the next 72hrs no doubt using Royal Mail to communicate the problems 😕 After another 20min wait I was handed over to customer service for my HD issues that hadn't been added as requested to my deal. Oh no the advisor said you'll have to wait 30days before we EE can reinstate HD/4k.The HD issue is still unresolved and was told by the last customer service rep that it couldn't be reinstated for 30 days due to EE systems not allowing him to do so. He asked me to ring EE customer service in 30 days to ask for HD to be added again and I would incur extra cost even though I ordered HD in my original order. Are you able to help me with these points I've highlighted to you?

 

 Above is the screenshot of my order which clearly states extras as HD+4k. Why is EE withholding what was agreed and wishing to double charge my to reinstate?

[DarrenDev]

What exactly is your TV issue @patloc ?  You've mentioned the issues you're having trying to call, but not the issues with your TV service.

[DarrenDev]

OK, so I cannot comment on why the ordering system isn't allowing you to add HD/4K onto the account - I'll leave that to the experts on the fault you've already raised.

I've manually added HD/4K onto your account for now though, just so you can have service whilst the issue is resolved.

Sorry for the inconvenience - as mentioned on your other thread, we are still working through all the teething issues with our new ordering systems.

[patloc]

Many thanks Darren for adding HD/4k. What can you do about the Discover+ issue that I'm unable to activate and is in my EE package?