Mis-sold TV package with EE

WM2yorkshire

We recently telephoned EE to move our full package to them to mirror our current package with Sky i.e. all channels, HD, Ultra HD, multi-room, sports, cinema, broadband and 2 mobile phone sims.  This was due to inconsistent signal strength and speed (we don't live in a fibre area).
My husband telephoned EE and asked for the same package and was told this could be done at a lower price.  He proceeded to enter into this with EE and when it came to the swap day whereby everything moved over from Sky, it did not contain HD, Ultra HD or any sports.  On submitting a complaint on 18 March whereby the original phone call was listened to and thereafter a follow-up e-mail confirming we had been mis-sold the package this has still not been rectified. We were also told by the complaint representative for EE that our bill for this month would be reduced to reimburse us for our Sky TV bill.  It is the 26 March and we are in communication via e-mail only with a certain representative who constantly says this is being sorted and our bill being reduced but still hasn't physically been done.  I have been on their website and not sure how to take this forward and get this all sorted due to us currently being dealt with already as a complaint.  On another note Sky TV have confirmed they cannot close our account due to an internal technical fault.
We are therefore currently paying for two full packages.  Can anyone help ?

Mark_d

Do EE offer the same things from your Sky package eg. all your ultra HD TV channels?  If you don't live in a fibre area I can't see how you're going to get a high resolution TV stream over the copper internet connection.

What services are you currently receiving and from whom?  If everything moved over from Sky, then Sky are no longer providing you any service.  So what is meany when you say the Sky account can't be closed?  Surely you don't have anything to pay as no service is being provided.

bluelad1927

If it is a SKY technical fault cancel your DD then that's one problem solved

WM2yorkshire

We did get high resolution with Sky and in purchasing a new TV last year the picture was phenomenal.  EE transferred the broadband and we had to give notice and cancel the TV and 2 X Sims ourselves.  The mobile team are separate and we successfully cancelled this however the Sky TV team are having an internal technical fault preventing them from cancelling our TV.
On 18 March our whole new package with EE begun and we therefore begun to use the TV broadband and 2 X Sims 
The EE TV bundle wasn't what we had ordered or discussed and the phone call has been listed to and in our favour.  The problem now arises as we are paying for Sky TV still and now have an incorrect TV package with EE. 

TonyG1705

I switched from SKY Satellite to EETV and EE Broadband in Jan 2025 and have issues. The EE Fibre to cabinet Broadband is meant to guarantee 21mbs but is usually 7-10mps. EETV sometimes freezes and recordings are not completed. 21mbs is not quick enough for UHD programmes. I want to switch to a full-fibre connection from Wessex Internet, but I can't because EETV will only work using an EE Internet connection. This must be a restrictive and anti competitive code of practice, and I wasn't told about this before signing up.
What can I do?

littleboo

Its not anti-competitive, its a technical requirement for streaming channels. What have EE said about the issues and your broadband speed?

iniltous

When you joined EE they gave you a guaranteed minimum speed , if your service is achieving that speed then EE are fulfilling their contractual obligation, if the speed is less than what they guaranteed, they need to get the speed up-to the minimum or let you leave (if they can’t get that speed to you ) , if the minimum speed is not sufficient for your needs , that’s your ‘fault’ , not theirs.
Presumably you has Sky FTTC and didn’t have an issue with VOD , the EE FTTC is using the same Openreach FTTC kit , so absolutely no reason why it should be inferior to what Sky gave you , I’d suspect your motivation is more to having a FTTP option and are looking to get out of your contract rather than any real issue …..EE know what they guaranteed and what you are receiving, if it’s in line with what they said , you can still leave but it will require early termination charges to be paid .