topic Re: Lost BT Sport HD channels at renewal in Offers & Add-ons

Lost BT Sport HD channels at renewal

Doric — Mon, 16 Jan 2023 17:12:32 GMT

Recently renewed my BT Sport Ultimate with Large Screen and subsequently noticed that I no longer seem to be receiving the HD versions of the BT Sport channels in the BT Sport app on my mobile devices. That is, when I tap 'Live' in the BT Sport app on my iPad or iPhone, I only see BT Sport 1, BT Sport 2 etc, and NOT BT Sport 1HD, BT Sport 2HD.

Prior to renewal, I could watch BT Sport 1HD, BT Sport 2HD on my mobile device (and cast those channels). To help with troubleshooting, could anyone out there upload a screenshot showing the BT Sport HD channels, listed in the app, on a mobile device (ideally using the 'Live' button on an iPad)?

And is there anywhere within the mobile app that shows my BT Sport Ultimate subscription level?

Re: Lost BT Sport HD channels at renewal

Leanne_T — Tue, 17 Jan 2023 07:52:24 GMT

Hi @Doric

Thanks for coming here.

If you log into your My EE app, and select add-ons, does the BT Sport Ultimate show as active?

Thanks.

Leanne.

Re: Lost BT Sport HD channels at renewal

Doric — Tue, 17 Jan 2023 08:05:50 GMT

Hi @Leanne_T The BT App shows “BT Sport Monthly Pass. £12.50 excl VAT”. My monthly EE invoice shows “BT Sport Ultimate with LRG screen”.

Re: Lost BT Sport HD channels at renewal

Leanne_T — Tue, 17 Jan 2023 08:07:14 GMT

Thanks for checking @Doric

To get this looked into, please call us on 150 and our tech gurus will be happy to help.

Leanne.

Re: Lost BT Sport HD channels at renewal

Doric — Tue, 17 Jan 2023 10:34:14 GMT

I've logged a ticket with the tech team, @Leanne_T but I would really appreciate it if someone here could post a screenshot of how the HD versions of the BT Sport channels are identified within the BT Sport mobile app (ie phone or tablet). Since they are separate channels (BT Sport 1HD, BT Sport 2HD) I would expect to see them listed as such.

Re: Lost BT Sport HD channels at renewal

Leanne_T — Tue, 17 Jan 2023 10:36:16 GMT

Thanks for raising a support ticket @Doric

Another customer may have the HD option and post this for you to see what should show.

Thanks.

Leanne.