Miss sold EE Tv package. They have gone againt all promises

peggpegg

Hi, 
My mum has been ill and vulnerable for a while, when EE knocked on her door and she signed up to their tv package. They promised her they would take over cancelling her sky package. 

In February she spent nearly a whole day on the phone as the set up caused black lines to cover her screen. A technician came out twice and ordered her a booster this hasnt helped she still gets black lines across the screen only when watching tv through the EE box.

Also the record feature isnt very good and recordings randomly disappear. 

Mums only just started to get out and has got a bank statement showing sky are still charging her. She called EE who had said they would sort this. EE asked her to send them a photo of her bank statement so they could refund her, she explained shes not technically savy,  so they said they would call her that same day at 4pm after they received my email with the bank statement. They never called her.

 Today I received an email saying a bank statement isnt enough evidence she needs to contact sky for a bill. EE have not explained why they havent followed through with the cancellation of the sky until now. She only received a letter confirming cancellation from sky last week. Her bill from EE has been a different amount every month since she joined in February with no explanationof the different amounts. Mum has contacted them a couple of months ago as they charged her over double. 

Mum has contacted them as the online bill doesnt recognise her email or password, so she cant check the bill regularly. She has made sure shes entering it all correctly. After numerous attempts of contacting them they have finally agreed to send paper bills. 

I have emailed them this morning saying as they have broken contract many times could mum be taken through the cancellation process with no extra fees due to this. I dont agree they should be causeing this many problems shes has to call them at least once a fortnight due to the problems. 

Does mum have a right to cancel her contract as the product has not worked properly for the 4 months she had it

Thank you

eskbanker

It sounds like there have been some teething troubles with the administrative processes but that these have largely been resolved, in terms of getting the Sky contract cancelled, having paper billing, etc, so it would appear unlikely that these would trigger any cancellation rights, despite not being handled particularly smoothly.

However, if the TV viewing experience itself isn't fit for purpose then this is worth continuing to challenge, how have they responded to this?

peggpegg

They ignored the part about the problems of the black lines on screen. They put her through to tech support who just told her how to record. She asked why they wouldnt answer the question about the actual problem of her recording dissappearing and they replied with there was a glitch in the system and dont know why. 

The man who called her could understand her wanting to cancel and said he would feel the same. Unfortunately head management dissagreed. Looks like shes stuck with them for 2 years now but I have told her not to sign up to things from people that knock on the door. And she will cancel as soon as she can. we both dont have the health to constantly be on the phone to EE. 

I still think its wrong that its taken them 4 months to resolve this and no reasoning. If they are unable to do as they promise they should ask the customer to contact sky and explain that theres a problem. That simple message would have stopped all these problems arising, Not just say they have done it when they havent. 

They also havent given a reason for the price changing monthly. They are not refunding her the sky payments but have offered a good will gesture for just below half the cost. 

eskbanker

Yes, I'm not trying to defend them, but just highlighting that there's a difference between substandard customer service and contract breaches that are material enough to permit cancellation.

It should be possible to reconcile payments against the contractual terms - there's usually a non-standard charge in the first month before it settles down to billing periods of a standard length, and most telco contracts will automatically increase in price in April, based on inflation indexation, so that will have distorted the situation too.

Arunmor

Read the reviews on EE TV, sounds as if they haven't got their act together yet.