Wrong Hardware ?

[Sweed73]

Hi all,

I'm due to swap from sky to EE tomorrow. 

Broadband and EE TV, my equipment has just arrived  which on the order is a smart hub plus and TV box pro.

I have received the smart hub and a mini box ?

The serial for the mini box however matches the serial for the TV box pro on the order tracking .

Am I missing something here ?

[DarrenDev]

I can confirm that your account shows that you should have a Pro box, with serial ending 2796. If it's a mini box that you've received then I'm afraid you'll need to give us a call so that a pro box can be sent out.

Feel free to connect it in the meantime - it'll work for everything the same, except recording obviously.

I've mentioned your case to our hardware team, to see if we can work out how this went so wrong.

Sorry for the inconvenience.

[Sweed73]

Thanks Darren, I'll try and call them tomorrow. 

Image attached 

 

[DarrenDev]

If you haven't called yet, then hold off for now - I think we can sort it for you. I'll update here when I have it confirmed.

[Sweed73]

Thanks Darren, not rang yet pretty busy today 

[DarrenDev · Accepted solution]

Confirmed - no need to call.  I've found someone who can manually fix your account, and send out a TV Box Pro.  They'll also add multiroom to your account, so that you can keep that box and continue to use it.

Unfortunately this issue was just caused by human error - the person in the warehouse picked up the wrong model, and assigned it to your order.

[Sweed73]

Many thanks