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?

[DarrenDev]

Are you able to give any examples of misleading adverts @SMR66 ?  It's illegal to do this, so I would surprised to find that to be true. Any contracts that are started as a result of misleading advertising, or incorrect information given by agents on the phone, are deemed invalid and you have the right to cancel without penalty.

[JorinC]

Thank you - that makes me feel a little better. I tried to chase up my complaint and to add that we just want the Entertainment package removed. I don't have any problem with price or service of the broadband package. The 'Guide' (as they are now called) just kept repeating that someone will contact me within 5 days. She seemed either unable or unwilling to add additional information.

[JorinC]

It's only fair that I should now add that I had a call from EE today and they have agreed to remove the Entertainment package from the contract. I'm still awaiting the documents but hopefully this will resolve the issue and I can return to being a fairly satisfied customer.  

[SMR66]

Would love to however having just check the we website the package names have been changed, When I joined  ee tv I chose sport 4k and it said it included discovery tnt sport and entertainment. The other package was called entertainment so by reading the what can you watch and it says entertainment the natural conclusion is that it would include the entertainment channels, it didn’t so I had to pay extra. I have a screenshot of the old advertisement if you want it

[DarrenDev]

Yes, please do share the advertisement.

[zulu17]

Sport 4k TV pack  (of old) would have included EETV  TNT Sports linear channels on an  EETV box and an included discovery + Premium subscription to allow for the streaming of the TNT Sports channels on the discovery + app . (a discovery+ Premium subscription included the TNT Sports and the discovery's own entertainment  channels). Then WBD renamed the discovery + Premium subscription to discovery+ tnt sport and entertainment and so for a time EE TV Sport 4K pack would have been promoted as comprising of TNT Sports linear channels on an  EETV box and an included discovery+ TNT sport and entertainment membership. Then WBD moved TNT Sports off the discovery+ app onto HBO Max.  At that point new EETV Sport TV pack  subscriptions would be promoted as having an HBO max TNT Sports menbership ,

The confusion is caused by frequent  use of  the  word "entertainment "-  in TV packs and memberships 

EETV , discovery+ , NOW all use or have used"entertainment" in package  or membership names. 

[DarrenDev]

@zulu17 I was waiting for the image before pointing out that it clearly showed that entertainment was part of the discovery+ subscription, not an extra EE TV package. There's no intentional misleading anywhere.

The EE TV Entertainment package specifically states what's included, including "Now Entertainment" where most of the channels and content are.  This would have been called out as included as part of the Sport package, if that's what "entertainment" truly meant.

[SMR66]

The wat it was worded it implies that you get entertainment neb selecting spork 4K. Given e have now changed the package names and wording they thought so as well

[DarrenDev]

There's no cover up or conspiracy here @SMR66 - no package names have been changed.  Our packages are still Entertainment, Big Entertainment, Sport, Big Sport, and Full Works.

TNT Sports has moved from discovery+ to HBO Max, so there's no mention of "discovery+ Entertainment" anymore as we don't offer discovery+ on any packages now.

The packages in your image clearly show that EE TV "Entertainment" includes "NOW Entertainment" and "discovery+ Entertainment".  "Sport" includes "discovery+ TNT Sports & Entertainment". That's exactly what was provided.

[SMR66]

Who said anything about a conspiracy, in my opinion they are named to confuse which in itself misleads. You have your opinion and I have mine. The stability of ee tv is shocking, constant failed recordings and channels dropping out  means I will leave eye as soon as I am able. Unfortunately when speaking to CS the reps are quite indifferent to solving the issues