topic Re: Is my package right in TV

Is my package right

Whittin1706 — Thu, 15 Aug 2024 17:57:18 GMT

Hi,

just agreed we tv package. My confirmation email says my extras include HD and 4k and NOW boost. However in my we app they are not there and it’s is asking me to pay £6 each to add them on.

So do I have them or not? Is the app wrong and it is trying to sell me something I already have or is my account wrong and it has not been added as per my confirmation email?

Re: Is my package right

th_2001 — Thu, 15 Aug 2024 18:11:22 GMT

I also thought I had HD but doesn’t appear to have been activated when my package went live yesterday.

the advisors can’t seem to add it on either due to my open order which is only open for the returns! So god knows how long I’m expected to wait.

Re: Is my package right

DarrenDev — Thu, 15 Aug 2024 18:15:51 GMT

Ignore the EE app @Whittin1706 - HD is working in your Now TV app and on your TV Box Pro, right?

Re: Is my package right

DarrenDev — Thu, 15 Aug 2024 18:20:38 GMT

@th_2001 sorry, but your order is stuck open as part of it failed. The agent should have raised a fault for this - it's best that you call again and ask for it to be cleared.

Re: Is my package right

th_2001 — Thu, 15 Aug 2024 18:22:13 GMT

Perfect thanks @DarrenDev @will do

Re: Is my package right

Whittin1706 — Thu, 15 Aug 2024 18:27:18 GMT

Hi Darren,

It says I should have

1. now boost

2. HD and 4K

How do I actually tell if I have them?

PS I am using EE tv on Apple TV 4k

Re: Is my package right

DarrenDev — Thu, 15 Aug 2024 18:28:39 GMT

Try and watch the Now TV channels in HD @Whittin1706 - I can see the subscriptions on your account, so I'm confident they'll work.

Re: Is my package right

Whittin1706 — Thu, 15 Aug 2024 18:35:05 GMT

Hi Darren,

I just watched sky witness HD. So that proves the Now Boost part.

What does the HD and 4k add on do and how do I prove that?

Re: Is my package right

DarrenDev — Fri, 16 Aug 2024 08:42:07 GMT

The HD/4K add-on you have provides access to the HD/4K options for the other channels in your subscription. Currently, that means all the TNT Sports and Eurosport channels, plus discovery.

Looking at your account, there's a note saying a fault was raised last night saying that your HD channels aren't working. What channels aren't working for you?

Re: Is my package right

Whittin1706 — Fri, 16 Aug 2024 09:21:02 GMT

Hi,

Well I did not know which channels should be working. But they advised they checked my account and the HD 4K add on was not on my account and that it won’t let them add it and that it should be on there and so they called the TV team and they said there was a fault on my account that needed fixing. Would the discovery hd channel not be part of now boost as it’s a sky channel?

im still confused by what the other non sky had channels would be. Does it only kick in if you have TNT and Eurosport’s. I don’t think I have either of these in my package.

Re: Is my package right

Whittin1706 — Fri, 16 Aug 2024 09:23:27 GMT

Just tested TNT HD and Eurosport HD and neither of these work. They say call to subscribe.

very confusing. I don’t think I have these which is fine. But what does the 4k and HD add on actually do?

Re: Is my package right

DarrenDev — Fri, 16 Aug 2024 09:39:28 GMT

OK, can I ask that you just please trust me that everything is set up correctly, until you find a reason to think otherwise - i.e. if you find something that doesn't work, then let me know. The fact that we now have a fault raised means an already busy team will spend time investigating an issue that doesn't exist.

Discovery isn't a Sky channel - it's a Discovery channel. You should be able to watch channel 325 currently - if I removed the HD add-on from your account, you'd only be able to watch it on 320 (in SD).

Please note that you're not specifically paying for the HD/4K add-on. You're paying for the HD Combi add-on, which gives you Now Boost and the HD/4K add-on. Thus you don't have to worry that you're paying for something you don't need, and that part of the add-on cannot be removed without also removing Now Boost.

Re: Is my package right

Whittin1706 — Fri, 16 Aug 2024 09:57:05 GMT

Hi Darren,

I’m not sure if the tone is intended or not. To be clear, trust should not be needed. This was not only confusing to me but also to your own advisers on the phone.

EE should be ensuring that the app, website and your advisors can explain this and they can’t. If they could then I would not need to investigating this.

your comment seems to suggest I’m wasting your time raising the fault. This is not fair and I resent the remark.

Your app clearly shows them as separate add ons at £6 each. Yours advisors clearly say they don’t get it.

your issues not mine.

I was an enquiring customer just trying to gain a better understanding. If you had simply said you have checked at its all ok then that would have done me. Now I’m a furious that you have suggested with your trust comment and your time wasting comment that this is on me and not on EE.

Re: Is my package right

DarrenDev — Fri, 16 Aug 2024 10:19:07 GMT

Sorry for the tone @Whittin1706 - it's just frustration. My aim here is to reduce calls to the helpdesk and help get customer issues resolved quicker. The advisors only have a limited view of accounts, and the EE app has many many issues with it - I did suggest earlier that you ignore what it's showing you. They will be fixed eventually.

If you find that your bill is incorrect, or any of your service doesn't work, then please let me know and I'll sort it. I can't guarantee 24x7 responses, but even so, it's absolutely certain that I can fix anything EE TV related quicker than it being raised via the helpdesk and then going into the queue for the specialist team to pick up a few days later. From all the systems I can see though (which are more detailed and accurate than what the advisors see), everything looks good.

Re: Is my package right

Whittin1706 — Fri, 16 Aug 2024 10:32:11 GMT

Thanks for the apology of which I accept.

I have a final question. Which is more me pondering my situation. My original order was processed wrong and I was sent a pro and mini instead of the Apple TV and the mini. I used the pro for a couple of days why I waited for them to send the Apple TV. I am waiting for the returns bag to send back the pro.

i am pondering over which is better. The pro seems to have all the apps I use which includes, Disney plus, Amazon, discovery plus an Apple TV. So I am left wondering which is better. I can see I can’t record on the Apple TV. Will this ever be possible with updates? I was thinking an Apple TV can save game data or app data so why should it not be able to? Or could it be a cloud save? I prefer the Apple TV but should I stay with the pro for the recoding.

I wish I had not experienced the pro and then I would not know what I was missing. I am very torn and do not know what to do.

Do I even have a choose as I requested the Apple TV.

I also not that I can schedule a record from the app if I have a pro but can’t do this with an Apple TV.

Re: Is my package right

DarrenDev — Fri, 16 Aug 2024 10:47:29 GMT

The TV Box Pro doesn't have disney+.

My personal opinion:

I don't like Apple products, and I very strongly resisted using the Apple TV for over a year. When we launched, I had to get an Apple TV so that I could help customers with it - I haven't used my TV Box Pro since.

The main thing you lose with Apple TV is the ability to record - this won't change. It's not a technical issue - it's a content rights one. I use catch up apps instead of recordings - the ads are annoying, but I see them as a small compromise.

What you gain is a box that is faster, more reliable, and more flexible - you can install anything you want on it. You also gain the ability to rewind most channels up to an hour behind the point that you started watching it (this won't ever be possible on the TV Box Pro).

But you do have a choice - you can choose to return either the TV Box Pro or the Apple TV. If you want to keep the TV Box Pro then let me know before you return it, and I'll make sure the system is ready to accept it.

Re: Is my package right

Whittin1706 — Fri, 16 Aug 2024 11:33:11 GMT

Ok thanks, I’m going to stick with the Apple TV.

Quick question on the app. On Apple TV tin the EE TV app there does not seem to be a quick link through to now tv app. There is on the min and pro. Am I missing something? There are links through to all the other apps.

im guessing it’s something to do with the content already in being in the EE Tv app but I would prefer to go to now tv to browse. So currently I am going back to the Apple TV home page and launching from there.

Re: Is my package right

DarrenDev — Fri, 16 Aug 2024 11:40:33 GMT

The ultimate goal for EE TV is that you shouldn't need to care which app the content is in - you find it within the EE TV app, and it'll take you to whatever app is needed to show it. This saves you needing to browse/search multiple apps.

You're right though - there's no direct link to it. Launching it from the home screen is the correct behaviour.