mis-sold TV package

[Sdgowland]

I decided to upgrade to fibre when it arrived in around March this year. 

Was clearly told on the call that my package would be the same for TV if I moved this to EE too at the same time.

It then turns out that I was mis-sold the TV package as I have lost Now TV movies and now have netflix with adverts, whereas before I had no adverts.

The sales person also mis-sold me an extra sim card which I have had compensation for.

It has now been 5 weeks and I have had to chase up again.

Does anyone know which of the two ombudsman services I need to go to on a TV complaint?

[Northerner]

Hi @Sdgowland 

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks 

[zulu17]

The EETV packages provided on BT Broadband would typically in the past  have included Netflix Basic in the Entertainment or Big Entertainment packages.   you can/could retain that with BT  until  you change your package. Ie

If you change your EE TV package you will move to a TV package with Netflix Standard with adverts plan. You won't be able to flex back to a TV package with Netflix Basic. If you currently have Netflix Basic included in your TV package, you won't be moved to Netflix Standard with adverts unless you flex or recontract.

So that would explain why you have a different Netflix  Standard membership with adverts  in your EE EETV plan once you moved as Netflix Basic is not available for new sale.

If you don’t have the  Now Sky Cinema and only the Now Entertainment now  then that suggests you are on the EE TV  Entertainment package whereas the EE TV Big Entertainment package would include the Cinema channels. ( an alternative is that when with BT you may have had taken a  monthly Now Cinema addon on an Entertainment package and this addon has not been applied to your EE EETV Entertainment package,)

Good luck in getting the service you expect. 

[Vichu1 · Accepted solution]

Hi @Sdgowland ,

As @zulu17 mentioned below, Netflix has replaced the Basic tier with SWA (Standard With Ads) tier hence you may be getting the ads after BT to EE upgrade/flex. Also, I see that you had NOW cinema full priced monthly membership which was not carried over as the auto renewal was OFF. Please confirm if you would want the NOW cinema monthly membership to be reinstated and we can help you with that. Thanks!

[Jimbob150687]

EE seem very good at miss selling  products. 

[Win28]

My experience of EE has been poor and they have refused to honour a package that was sold to me over the phone, even after listening to a recording of the conversation and admitting that the agent had laid out the terms (which included Netflix PREMIUM, I would never have agreed to switch without it). I also lodged a formal complaint but they refused point blank to budge on it - their "good will gesture" was frankly an insult. The ombudsman is probably the only option based on the stance that EE is taking but I hope that people take heed before agreeing to anything with this provider - the fact that I am hearing similar stories here and from friends and colleagues cannot be a coincidence. I certainly will not be staying with EE - I'm not putting money in their pocket after this issue.

[GPlan]

How surprising that this exact same occurrence has just happened to me!! 12/04/2026!

looking through the comments and occurrences of this practice and the time frames involved would suggest there is an endemic issue with the culture and ongoing practices within the sales department across EE, and an acceptance by the management to allow this, which in my mind is criminal. It’s nothing short of swindling trusting folk out of money.

i am awaiting a callback next week (20/04/2026)  so it is yet to be seen if this is an honest mistake which will be honoured and rectified without myself having to pay extra or be penalised for their mistake, or wether is is just a common practice internal sales hack! I will not be holding my breath!

[Christopher_G]

Hi @GPlan 

Welcome to the community.

If any of our customers have an issue with the way a contract is sold, we fully investigate to look into what happened. You've done the right thing in letting our customer support team know, so that they can look into this and take any appropriate action.

Please keep us posted on what happens on that phone call.

Chris

[Nikkid197405]

Exact same thing has just happened to me, have lodged a complaint with the ombudsman

[Katie_B]

Good morning @Nikkid197405. 

Thanks for coming here. 

I am sorry to hear this has happened. 

Have you also opened a complaint with EE?

If not, you can do so by completing this online form and a member of our complaints team will be in touch to discuss this further. 

Speak soon, 

Katie