BT Sports

[eb154]

Hi

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

[Leanne_T]

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.

[eb154]

Kind regards
Ethan Black

[Jon_K]

Hi @eb154.

Did you type a response out to @Leanne_T?

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

Jon

[eb154]

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?

[eb154]

Have I asked a difficult question or an awkward one?

[Jon_K]

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

[eb154]

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?

[Jon_K]

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

[eb154 · Accepted solution]

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