topic BT Sports in Offers & Add-ons

BT Sports

eb154 — Mon, 01 Aug 2022 16:30:24 GMT

I have BT sports on my iPad account. My email from BT says I can use it on my NOW device. When I try it says I don’t have the correct account from EE so I called them yesterday and was told I need to upgrade to get large screen access but the link took me to the same app I already have at £20 per month. It must be the same app because when they sold me the contract with free BT Sports, £20 is what they told me I’d be saving. What’s going on? Have I been misled?

ethan

Re: BT Sports

Leanne_T — Mon, 01 Aug 2022 17:32:28 GMT

Hi @eb154

Thanks for coming here.

Have you text SPORT to 150 from the device if you can on the device, to see the large screen options?

Thanks.

Leanne.

Re: BT Sports

eb154 — Mon, 01 Aug 2022 18:57:24 GMT

Kind regards
Ethan Black

Re: BT Sports

Jon_K — Tue, 02 Aug 2022 07:16:20 GMT

Hi @eb154.

Did you type a response out to @Leanne_T?

It doesn't seem to have come through if you did.

Jon

Re: BT Sports

eb154 — Tue, 02 Aug 2022 09:09:07 GMT

Yes, I did. I tried what she suggested when I spoke to EE on the telephone. All I got was the link below to the same £20 add on that I’m supposed to be getting for free as part of my package. There is no mention of large or small screen. What you’ve (mis)sold me is in direct contradiction to the email I received from BT.

‘BT Sport Ultimate add-on
Thanks for choosing the BT Sport Ultimate add-on. You can now watch selected matches in up to 4K HDR on the large and small screen BT Sport apps. Find out if your device is compatible with 4K HDR.’

When I bought the contract there was no mention of the app being a downscaled version of the full app and BT seem to think I was getting the full app so what’s going on, here?

Re: BT Sports

eb154 — Tue, 02 Aug 2022 12:56:21 GMT

Have I asked a difficult question or an awkward one?

Re: BT Sports

Jon_K — Tue, 02 Aug 2022 14:02:24 GMT

Hi @eb154.

What device/contract did you take out to get this offer?

The Large Screen Add-On is usually separate to the standard app.

Jon

Re: BT Sports

eb154 — Tue, 02 Aug 2022 14:19:18 GMT

On an iPad Pro 12.9 2021, unlimited data. I don’t see two versions of the app anywhere on your site, but then your site isn’t the easiest to navigate. Also, I reiterate, the welcome email from BT contradicts what you’re saying. One more thing, if I do, in fact, have a junior version access (which I still doubt), why is it still called BT Sports Ultimate and why do I have to pay the same £20 that I’m saving to upgrade. At worst, I was expecting to pay something like another £5 to upgrade. In effect, you want me to pay £40 for full access. My £20 freebie and another £20. Does that feel right to you?

Re: BT Sports

Jon_K — Tue, 02 Aug 2022 14:43:41 GMT

There aren't two different app, rather two subscription options, @eb154.

I'd recommend getting back in touch with out Customer Care team so they can check your account and see which option you currently have, and which one you're supposed to have.

Jon

Re: BT Sports

eb154 — Tue, 02 Aug 2022 15:03:47 GMT

Turns out it’s supposed to be a £5 upgrade, but EE seem reluctant to make this easy.

Re: BT Sports

Leanne_T — Tue, 02 Aug 2022 15:10:30 GMT

Hi @eb154

Have you spoken to our Customer Care team again to get this looked into?

Leanne.

Re: BT Sports

eb154 — Tue, 02 Aug 2022 15:43:53 GMT

Yes, thank you. I’ve marked the thread as resolved. 👍

Re: BT Sports

Leanne_T — Tue, 02 Aug 2022 15:47:57 GMT

Thanks for letting us know @eb154

Leanne 🙂

Re: BT Sports

Jfw1 — Wed, 24 Aug 2022 22:32:01 GMT

Exactly what happened to me. Same e mail I'm not impressed.

Re: BT Sports

jamienic030990 — Wed, 31 Aug 2022 11:12:08 GMT

I am having the same issue. Cant get BT Sport on big screen, but the response from 150 claims I should already be getting this. Cannot find a way of confirming it either with BT or on EE.

Re: BT Sports

eb154 — Wed, 31 Aug 2022 11:24:44 GMT

Hi, it costs £5 per month to get large screen access. Their screen will tell them it’s £10, but it’s definitely £5. Tell them you need to speak to someone who knows. I was lucky to find someone who did, but it took 3 calls.

Re: BT Sports

Leanne_T — Wed, 31 Aug 2022 11:37:08 GMT

Hi @jamienic030990

Thanks for coming here.

Please call us on 150 and the team will get this looked into for you and help you get this added if needed 🙂

Leanne.

Re: BT Sports

Wuraz14 — Sun, 15 Jan 2023 00:01:03 GMT

I have had the same issue. I was told I could have bt sports as an add on to my new contract only to find out that it is only valid on my phone - I mean seriously who wants to watch football on the phone rather than the TV. Until I ;upgraded I could use the app on the TV. Now I have been told I need to pay an extra £5 on top of my contract to watch bt sports through the tv app. Why is ee's customer service misleading customers? On top of that when I asked to speak to a manger they passed the phone to a colleague who pretended to be the manager - appalling service and damaging ee's reputation.

Re: BT Sports

Wuraz14 — Sun, 15 Jan 2023 00:03:58 GMT

Maybe you need to make sure your customer services explain this rather than make customers think they have access to the app. The service is appalling.

Re: BT Sports

Jon_K — Sun, 15 Jan 2023 08:46:38 GMT

Hi @Wuraz14.

I'm sorry to hear this has happened.

Did you manage to get the large screen access added to your account?

Jon