Wrong TV box delivered.

[PalacePaul]

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Last week we had EE Broadband and TV installed. When we signed up we were promised the facility to record 600 hours of content, which I now see would be the Pro box. Instead we have been provided only the Edge box. I see that the Pro box is only available as part of a more expensive package, but I think.we have been conned, as we would not have changed to EE if we had been quoted the price of the package that includes the Pro box. 

Has this happened to anyone else?.

[DarrenDev]

Sorry for the confusion, however if you bought online or over the phone you'll be within your 14 day cool-off period, and can cancel without penalty.

[PalacePaul]

Hi, thanks for your quick response.

We purchased from a street pitch locally, something which I've never done before and now I remember why! 

Tried to rectify it on the day of installation by web chat and after 2 hours of "chatting" was told I needed to phone 150. Tried three times at different times to get through only to be told I might be spoken to within.45 minutes!

[DarrenDev · Accepted solution]

I can only apologise again.  The change to the tariffs happened last month, removing the option of a recordable box for the lowest tariff.  This could explain (but not excuse) why the person on the street was incorrect.

I would recommend raising a complaint about the misinformation, and allow the complaints team to discuss options with you: https://ee.co.uk/help/contact-ee/complaint

[PalacePaul]

Brilliant! Thanks mate!