topic Re: Problem with HD Sport on Sky Q Box. in TV

Problem with HD Sport on Sky Q Box.

DEAN1961 — Mon, 02 Sep 2024 18:13:59 GMT

I am also having trouble with TNT Sport not being in HD format through my Sky Q Box. It worked perfect when i was with BT but since i've transferred to EE the HD Sport channels do not work. I pay EE directly to receive them as part of my package and have reported this issue a couple of times in the past two days but have been told in may take another 7 or 8 days to sort out! BT & EE keep advertising the fact that they are now part of the same company so i can't understand how BT can provide HD pictures immediately but EE cannot.

Re: Problem with HD Sport on Sky Q Box.

Chris_B — Mon, 02 Sep 2024 19:14:37 GMT

@DEAN1961 BT and EE are two separate companies. BT have owned EE since feb 2015 so nothing new there.

All you can do is report it and give them the timeframe they told you.

You say you pay EE to receive HD, what are you paying EE for ? Broadband? Mobile phone ?

Re: Problem with HD Sport on Sky Q Box.

DarrenDev — Tue, 03 Sep 2024 09:47:28 GMT

@Chris_B EE and BT should be considered as one company - you get the same people whether you phone BT or EE. The only thing that differs (for now) is the ordering process.

@DEAN1961 it's nothing to do with it being EE or BT - it's just a fault. It should have activated straight away, but is now with the TMC to investigate further (the same TMC who would have investigated it if the order had failed from a BT account). They do have a long queue, so it will unfortunately take a few days for them to get to it.

Re: Problem with HD Sport on Sky Q Box.

DEAN1961 — Tue, 03 Sep 2024 11:26:05 GMT

Thanks for your comments Darren. I'll have to wait a while then for it to be resolved. It's just frustrating being used to HD channels then all of a sudden that quality of picture is lost!

Re: Problem with HD Sport on Sky Q Box.

DEAN1961 — Tue, 03 Sep 2024 17:29:04 GMT

I'd already got a mobile contract with EE but then i transferred my broadband,landline and sports package from BT over to EE. That's when the issue cropped up where i can still get the TNT Sports channels through my Sky Q box but the pictures are no longer in HD format. Reading Darren's comments i'll just have to sit tight for a few days and hope it is resolved next week. If it isn't i'll be giving them another call again!

Re: Problem with HD Sport on Sky Q Box.

DEAN1961 — Wed, 04 Sep 2024 11:37:32 GMT

Hi Darren, i would be grateful for your further comments regarding my issue. I've noticed that the Eurosport channels 413 & 414 on my Sky Q box are still being broadcast in HD format so it is just the TNT Sport channels (numbers 410,411,417 & 421) that are not. How can the fault affect some channels but not all of them when they are all connected to EE?

Re: Problem with HD Sport on Sky Q Box.

DarrenDev — Wed, 04 Sep 2024 11:59:47 GMT

Actually, there's a bigger question here. Your account shows that you have EE Broadband, with EE TV, and a TV Box Pro (where the HD subscription is correctly applied). I can't see any Sky subscription on your account, so how are you viewing TNT Sports on your Sky box at all? Are you sure you're paying EE for it? Or do you have it on a different EE account?

Re: Problem with HD Sport on Sky Q Box.

DEAN1961 — Wed, 04 Sep 2024 17:24:34 GMT

I've spoken to a very helpful lady today called Rebecca because things were getting messy so there should be plenty of new notes on my account. Yesterday i connected the new EE router but also wrongly received an EE TV box plus a mini box which i never asked for because i've always received BT Sport (now TNT Sport) through my Sky Q box. I paid BT to receive the sports channels and i will now be paying EE directly to receive them. I believe Rebecca has noted on my account that when activation takes place it should be so the EE sports HD channels come through my Sky Q box. Maybe you can confirm that? Rebecca has also arranged to post out a pre-paid envelope so i can return the unwanted equipment. She asked me not to return anything until everything was set up and working as it should be.

Re: Problem with HD Sport on Sky Q Box.

DarrenDev — Wed, 04 Sep 2024 18:09:48 GMT

Indeed @DEAN1961 - lots of notes describing a complicated situation and a series of events. I'm sure you'll get the resolution you need soon.

Re: Problem with HD Sport on Sky Q Box.

DEAN1961 — Thu, 05 Sep 2024 15:20:08 GMT

Hi Darren, i've just logged on to check the status and everything looks like it should be activated sometime today as planned. I've noticed that the digital phone set up shows a new phone number. At no stage has anyone mentioned our phone number will be changing. Is it possible to keep our current phone number? So much easier to remember!

Re: Problem with HD Sport on Sky Q Box.

Peter_W — Thu, 05 Sep 2024 16:05:58 GMT

Hey there @DEAN1961

Just as a quick heads up, I've edited your post slightly to remove your numbers, as we recommend not to share these in public.

Just to double check, but are you moving your home phone service over from another provider, or is this already with us and just switching to digital?

Peter

Re: Problem with HD Sport on Sky Q Box.

DEAN1961 — Thu, 05 Sep 2024 17:20:18 GMT

Hi Peter,

i'm just moving from BT to EE so never expected a problem with our phone number and as i mentioned no one said anything about it changing when i placed my order. My mum is 93 years old and the only number she has ever known is our current one. There is no way she could cope with a change of number so can you please ensure as a matter of urgency that our number is left alone.

Re: Problem with HD Sport on Sky Q Box.

DarrenDev — Fri, 06 Sep 2024 06:34:43 GMT

I'm afraid this is something you'd need to call in for @DEAN1961

Re: Problem with HD Sport on Sky Q Box.

DEAN1961 — Sat, 07 Sep 2024 18:26:02 GMT

I called in this morning and managed to get our old landline number reinstated. Regarding my other query with TNT Sports in HD. I was put through to someone in your technical team and he told me i cannot have TNT Sports HD through my Sky Q box anymore because i have switched to EE. He said i either have to have it through your EE set top box or transfer back to BT. I declined both those options and had the sports package removed from my contract. Something i forgot to ask him was now BT and EE are the same company why is it that BT can offer the service to receive TNT Sports channels in HD through my Sky Q box but EE cannot. Can you explain please?