topic Re: Sport HD channels not working in TV

Sport HD channels not working

Royals_gooner — Tue, 20 Aug 2024 14:22:00 GMT

I was recently migrated over from BT to EE for broadband and TV, and my migrated package included 'Big Sport' (nowTV sports channels + BT/tnt sports) as well as the HD upgrade.

However, my sports HD channels on the provided ee TV box simply do not work. There is a message on the screen which says 'lets get you some more content... ' and an error code: BTP-11195c.

The HD channels worked perfectly when I was on BT...

The real kicker is the fact that ee have been billing me for the HD upgrade for 3 months now... How do I get this sorted without spending hours on hold with the call centre? Thanks in advance...

Re: Sport HD channels not working

DarrenDev — Tue, 20 Aug 2024 14:45:06 GMT

Unfortunately we have a system fault which means the wrong HD add-on was added to your account, causing only TNT Sports to be available in HD.

I've manually corrected your account for now, so you should be able to watch in HD straight away.

You may see an order confirmation email in the next 24 hours, which you can ignore. It'll just be for changing to the correct add-on (same price).

Re: Sport HD channels not working

Royals_gooner — Tue, 20 Aug 2024 14:49:26 GMT

Hi Darren,

Thanks for the prompt reply - and seemingly very fast & effective resolution, was not expecting that at all - it is appreciated!

Re: Sport HD channels not working

PeterN68 — Fri, 23 Aug 2024 09:15:25 GMT

Hi Darren

My TNT Sports HD channels are not working. Spoke to a Guide yesterday, reset TV Pro box, reset Router. used wifi not network cable etc. and not resolved. Now 'escalated' to the support team - I presume it'll come to you in due course. If you have time ahead of seeing the ticket I'd be grateful.

Thanks

Peter

Re: Sport HD channels not working

DarrenDev — Fri, 23 Aug 2024 09:35:30 GMT

Try again now @PeterN68 - that should be it sorted. Yours was the opposite of the previous post, as your Now TV HD channels worked, but all the other HD channels didn't.

Re: Sport HD channels not working

PeterN68 — Fri, 23 Aug 2024 11:47:35 GMT

Perfect - all fixed, thank you. If only everyone had the same sense of
customer service as yourself....brilliant! Thank you

Re: Sport HD channels not working

HulbertFamily — Fri, 23 Aug 2024 13:55:36 GMT

Hi there, We have been having exactly the same problem. We migrated over to EE from BT paying £45 for the Big Sports package plus £6 for HD and the sky sports channels on the TV box stopped working in HD. We did this in May and have been paying for a service we aren’t receiving. I made several phonecalls in May where I was passed from department to department for hours with no-one able to provide a resolution. I was promised callbacks which never materialised. This went on for three days and eventually I lost patience, I have tried calling your helpline again and seem to be going over the same ground again. I noticed this forum post and it seemed as if you were acknowledging that there is a system issue and that it can be resolved easily by an EE employee. None of the EE employees I have spoken to on the phone have known about the system issue or how to resolve the issue?

Re: Sport HD channels not working

DarrenDev — Fri, 23 Aug 2024 14:20:40 GMT

Really sorry to hear that @HulbertFamily - I can see that you called us again this afternoon, and the person you spoke to knew what to do. Your account is now fixed, before I even got a chance to look at it.

I'll raise this again, to hopefully make sure all agents are briefed.

Re: Sport HD channels not working

HulbertFamily — Fri, 23 Aug 2024 14:31:24 GMT

After two more phonecalls today I think the issue might be resolved. I was told that although the HD was being paid for it was not an active asset(?!)…On my last phonecall I was told it could be manually activated and I would be refunded the £9 for half the HD channels not being provided for three months. Fingers crossed it will work in the next couple of days?

Re: Sport HD channels not working

DarrenDev — Fri, 23 Aug 2024 14:34:51 GMT

The change is instant @HulbertFamily - it should be working for you now. The issue was that you had the HD add-on for the regular sports package, not the one for Big Sports - so it was only applying to TNT Sports, and not Now Sports.

Re: Sport HD channels not working

Adam791 — Sat, 24 Aug 2024 12:34:19 GMT

Hello, I have a similar issue. I moved from BT to EE a week ago. I upgraded the NOW TV package to Boost UHD (£9) via my Firestick/ Amazon account. I have access to the UHD channels via the Now TV app, but not through the guide on the EE TV box. Could you advise please. Many thanks, Adam

Re: Sport HD channels not working

Midnight_Voice — Sun, 25 Aug 2024 08:38:23 GMT

@Adam791

Unusually, you have Now direct, and not via EE TV. This means that you can get UHD via devices that support it, but the guide on the EE TV boxes is not yet supported for this.

EE TV are working on it, no ETA as yet; but you will never get the Now channels in the guide in any form with a direct Now account; you will need Now via EE TV to do that.

I’m not clear if the box you have is the Pro box or the Apple box; but the Now app on the Pro box, and indeed any YouView box, doesn’t support UHD yet either, even with a direct Now account,

I think the Now app on the Apple box will support it, but you need to have no Now account with EE TV at all, or the logon details for that will keep overwriting your direct Now log on details, which would be inconvenient.

Re: Sport HD channels not working

DarrenDev — Tue, 27 Aug 2024 17:23:56 GMT

@Adam791 it shouldn't have allowed you to add the Ultra Boost add-on to your EE TV account, but I can see that it has (the first account I've seen with it added) - you've found a backdoor that many many others have been looking for. As @Midnight_Voice has said though, this won't work from the TV Box Pro or TV Box Mini yet.

Re: Sport HD channels not working

Cmall93 — Tue, 27 Aug 2024 18:58:59 GMT

Hello. I am having similar issues. I have called ee directly several times over the last few days and I am going round in circles. I currently have the big sports package and want an add on that will allow me to watch the HD sports channels via the ee TV guide. I was told it was added twice but nothing changed. @DarrenDev could you please advise on this as you seem to have solved similar issues for others?

Re: Sport HD channels not working

DarrenDev — Tue, 27 Aug 2024 19:01:57 GMT

See my reply to your other post here @Cmall93 https://community.ee.co.uk/t5/TV/HD-channels-not-working/td-p/1425483

Re: Sport HD channels not working

Cmall93 — Tue, 27 Aug 2024 19:07:08 GMT

@DarrenDev thank you for your reply. I will try this and hope for resolution.

Re: Sport HD channels not working

Midnight_Voice — Tue, 27 Aug 2024 21:31:41 GMT

@DarrenDev @Adam791

I see I have jumped to slightly the wrong conclusion by not allowing for the relevant software being buggy 😢

For those who want to try this loophole, I suspect that the trick is to have a third party account for Now and do it that way, and then watch your EE TV Now account via a Now App that isn’t on any YouView box, Pro, Box Mini, or earlier 😛

Re: Sport HD channels not working

Adam791 — Tue, 27 Aug 2024 21:46:15 GMT

Thanks for the replies. Just to clarify-

I signed into my Now TV app on my Firestick, then purchased the Ultra Boost which is now managed via my Amazon 'Membership & Subscriptions'.

As you said, the UHD channel isn't visible from the Guide, but I can access them through the Now TV app on the firestick/ TV/ phone etc.

Hope this helps anyone looking for a solution. I'll make the most of it before someone closes the loophole, haha.

Cheers

Re: Sport HD channels not working

Midnight_Voice — Wed, 28 Aug 2024 07:45:04 GMT

@Adam791 @DarrenDev

Pondering more about this, would I be right in thinking that you originally had Now via Amazon, and that the Now membership was subsequently moved over to EE TV?

As that’s the only way I can see that you could obtain via Amazon an add-on that would operate on Now on EE TV.

So the loophole is rather small, and very few people could exploit it - it would require a Now account that was originally obtained via third party, and maybe it’s just Amazon it applies to.

But it looks like at least some of the rules that Now apply, if you try to modify an EE TV Now account on the Now site, aren’t working when you try to modify that Now account via the third party it was originally set up with.

Re: Sport HD channels not working

Adam791 — Wed, 28 Aug 2024 08:24:41 GMT

It's been a long time since I set up my Now TV account, but originally it was created when I purchased a Now TV box/ dongle. That was probably around 2016 ish. So, no. I didn't have Now TV via Amazon at any point before.

I became a BT Sports customer in 2018 and when asked by BT to create a Now TV account to watch via mobile devices, I used my original account from 2016. This is when those two accounts were linked. I watched via the Guide and the Now TV apps without any issues for 6 years.

I then switched from BT to EE a couple of weeks ago around the middle of August.

I tried multiple paths to buy the Boost add-on-

EE TV website and mobile app (Android)
NOW TV website, mobile app (Android), TV app (LG)
BT website

None of which would allow me to make the purchase.

Finally, I tried to make the purchase using the Now TV app on a Firestick 4K Max or whatever it's called, and it worked. I had to pay with a card as there's no option to add it to my monthly BT/EE bill.

So, in short - My Now TV account is from 2016 > linked to BT in 2018 > then I switched from BT to EE > then finally, I made the Ultra Boost purchase on the Firestick using the NOW TV App.

The only limitation is that I don't have access to Now TV in the Guide.

Hope this helps.