Bt tv schedule

[SteveG2460]

The fact that two people are supposedly working full time on it and the problem remains months (years?) later shows that senior management doesn't give a toss. If they did they would either replace the two who have failed to fix it or put more people on it. They would also apologise for the appalling service and provide a proper update.

As for a formal complaint? Do you really think that would so any good?

Maybe Ofcom and/or Trading Standards might be an option though. 

[zulu17]

@SteveG2460 

I believe that a recent respose on the EE communiity included this line

"We're doing all we can to find and point out the errors, and have 2 guys working full time on it, but ultimately we're at the mercy of the supplier "

So their role does not seem to involving fixing which needs to be done by the suppliers but rather reporting upon errors found.

Bt and EE have a complaints procedure - ultimately complaint resolution and customer satisfaction  matter as they are meassured so if you wish to raise a complaint  rather than simply provide  feedback or seek advice  it is your right to do so,

If you feel the level  or quality of service is impacting you directly then you can and I suggest do make you case.   

[SteveG2460]

Fixing/reporting - you are playing with words. The fact is we are paying BT/EE for a service they are not providing. It is their responsibility to sort it out and clearly they are not doing this.

I'm quite sure a formal complaint would make absolutely no difference so thanks for your advice but no thanks.

Ofcom and Trading Standards is the route.

[Debbie_G]

Hi @SteveG2460.

Whenever we see any feedback about the EPG and schedules, we make sure to feed it back through to the relevant team.

We understand your frustration. If you do decide at any point that you’d like to raise a complaint, you can find all the ways to do this in our complaints code of practice.

Debbie

[SteveG2460]

Thanks Debbie but I wouldn't waste your time as your feedback clearly makes no difference does it?

You may understand my (and it's not just me) frustration but the BT/EE management as I said previously obviously doesn't give a toss.

Ofcom and Trading Standards are far more likely to. 

[andydenyer]

@Debbie_G  I raised a complaint last September but, to be honest with you, it was a complete waste of time.

Yet again last Sunday, I made the mistake of not checking my scheduled recordings so once again it failed to record a match on Sky Sports as the title of the programme had changed between setting the recording and the time it was due to start!  But then later on I get an item showing in my recorded programmes list with the message 'failed to record'!

This is getting increasingly frustrating.  Where I used to defend BT/EE TV, I'm now finding myself in a position of no longer recommending it and am seriously considering not renewing when my current contract is up and going back to having a standalone NOW subscription.  The key benefit of having NOW via BT/EE TV was having the channels appear in the EPG and being able to record programmes.  But as that's not been working properly for the best part of a year now, I just wonder why I'm bothering to pay for something that doesn't work.  In fact, I could even go as far to say that you are in breach of contract and I should be able to claim some money back or cancel early without penalty.

No doubt you have gone with a new supplier to save money, but it's a false economy if it ultimately leads to you hacking off your customers and losing subscribers as a result.

[Lesley_W]

Thanks for the extra information @andydenyer 

I'm disappointed you felt like your complaint was a waste of time. If you feel like you haven't had a resolution to any complaint, you can ask to escalate this further. 

You can find more about this in Our complaints code of practice that @Debbie_G linked above.

Lesley

[Brucemeister5]

Our contract for broadband and tv is up next month. I’m not going to renew as things stand and will probably stay out of contract with the way that things are with the tv at the moment. We are being upgraded to full fibre at the beginning of next month, but that’s a free upgrade within the current contract. As I see it BT/EE are only really interested in broadband customers and the tv side is just a sideshow. This was clear to me when they started to offer Sky Stream to EE broadband customers a while back. This was to make it clear that customers who wanted to go for Sky Stream were free to do that, but didn’t need to change their broadband too.

I have to say that in my experience those that have worked on the tv product for BT/EE have been excellent and there were some real innovations within BT Sport before it went into the joint venture with WB Discovery and became TNT Sports. I would also single out in particular, Darren who went a million miles out of his way to help people on here. His role appears to have changed somewhat since he returned to BT/EE and he doesn’t post on here very often these days. Although he does still post on the EE forum and is as helpful as he possibly can in his new role. It does appear to me that the joint venture has changed things and those at BT/EE don’t seem to have as much control. 

[Kodikid]

Don't think it's that.

The problem is the vast majority of people use on demand tv.

Watching when it suits them

TV guides like landlines and pvr's are not a priority 

[Brucemeister5]

As you keep saying. However, it is important to those that have contributed to this thread and the reasons why were gone into in great detail further up.