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?

[SMR66]

Zulu17, yes the constant use of the word entertainment does cause confusion, worded in manner to purposely do so and in my opinion mislead. 

[MJSB93]

Same has happened here, now I’m being charged over £70 for my services a month when I was happy paying for these services separately. They gave me an EE Box which was EXPLICITLY SOLD TO ME AS FREE and yet now there’s a £8 discrepancy with no one on EE can tell me what it is I’m actually paying for with this £8. My bills should be £35.99, but they keep adding Netflix Premium and NowTV / HBO Max which should be £35.99 + £18 + £10 =£63.99 but it’s in fact £71. This is unacceptable, and I have put in a formal complaint!!!  C10003374910. I want my Entertsinmrnt package REMOVED but now they’re saying they’ll charge me £350!!!! Unacceptable! Absolute outright lies. 

[DarrenDev]

@MJSB93 the TV Box is free, but the TV subscription isn't.

Your broadband package is £35.99.

Your Entertainment package is £22, which includes Now Entertainment and HBO Max, and Netflix Standard with ads.

You've then chosen to add Netflix Premium on top for an extra £13 (this is optional, and can be removed without penalty).

If you drop the Netflix upgrade, your monthly bill would be £57.99.

[MJSB93]

I appreciate the help but you’re missing the point. What is the £6 discrepancy? Why am I being charged this extra amount? There is no clear subscription tied to it! It’s infuriating. The package deal is HBO Max £10 and £6 Netflix (before adding premium) and that’s still only £16! Therefore my bill should be £16. What on earth is the £6 for? It seems like nothing. 

[MJSB93]

If the Entertainment package is £22, please provide the itemised breakdown. You have told me the included services are worth £10 and £6, which totals £16. Please explain what the remaining £6 represents. Thank you.

[DarrenDev]

The £22 charge is for the EE TV Entertainment package, which includes:

• Now Entertainment and HBO Max (RRP £9.99)
• Netflix standard with ads (RRP £5.99)

The rest is for the EE TV service - a TV Box on loan, the TV channels, access to the EE TV store, plus all the other account related features available.

[zulu17]

I do feel EETV do need to consider their packages and how they present them to customers and potential customers.

As has been pointed out currently the RRP totals of the two components do leave a significant apparent cost gap for other EETV services. Of course EETV have offered significant deals for their Entertainment offering at times.

In the past Entertainment packages - discovery+ (WBD)  basic(entertainment)   membership typically worth (£3.99) was included . With the agreement between Now and (WBD)  HBO Max for NOW they provide HBO Max content within NOWs own app with an option for NOW to provide access to the  HBO Max available..The discovery+ is no longer included in the currently sold EETV membership although much of the same content is available for on demand streaming within HBO.Max. Netflix have revised their packages and pricing for the UK over time, This is reflected in changes to what is included in EETV packages . 

Pricing/Discounting is an EE decision - perhaps could be reviewed but really I feel a more comprehensive  overall review of packages would be worthwhile. The two words i notice most this year from the company  are Flexible and Refresh which is encouraging.