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mis-sold TV package

Sdgowland
Visitor

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?

1 SOLUTION

Accepted Solutions
Vichu1
EE Product Expert

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!

View solution in original post

3 REPLIES 3
Northerner
EE Community Star
EE Community Star

Hi @Sdgowland 

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

Thanks 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
zulu17
Scholarly Contributor
Scholarly Contributor

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
EE Product Expert

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!