Access to HD channels

[Fiodav87]

I havevery recently moved from Virgin to EE, and have the Now entertainment pack but cannot access HD channels. Got to say the quality of the picture is most disappointing compared to Virgin. Listed as an extra for £6 a month on the app, is a n upgrade tp HD services, however this does not work. There is also an upgrade for NOW TV HD content, another £6 a month!

The EE salesman promised us we would have the same quality as we had with Virgin, HD movies etc etc,  however this is not true. 

How do I get HD upgrade to work? Phoning is very frusttating when the app ils not working! Example code fromTV is BTP-11195c

[Weerab2024]

Adding the HD boost will give you HD channels for Now and the Discovery channel, I believe. There will be small print to confirm or deny that. 

If you go onto the EE site and login from there you can manage your TV package and add it onto your package from there. 

[Fiodav87]

Hi there,

Sorry to say thats the whole issue! You cannot add the HD or BOOST option on the app..... what an absolute rip- off ! In this day and age, HD is Standard, 4K a step up and premium service is now 8K!  The app is unusable and the wording of EE's offer is subject to scrutiny! " The same as you had from Virgin......... Nowhere near the quality...and absolutely no contact from EE! 

Would anyone accept a poorer service?  I want to improve my service and cannot find a way to give them more money !

Solution.......Cancel and go back to Virgin?

U.

[Matt_124]

If you are unable to do it through the app, you can contact EE Customer Services who can look at your options: https://ee.co.uk/help/contact-ee 

There absolutely is a way if someone wants help or to get things sorted, it just seems you've stopped at the first hurdle.

[Weerab2024]

I mean going onto the actual EE website and going through that way, I never mentioned the app.

I am just another customer offering advice. 

The only other way would be giving EE a call.

I agree that HD should be included at no cost in this day and age, but that's down to Now and EE.

You do have 14 days to cancel from when your service has went live if you think Virgin media is more of the kind of service that you prefer. 

[Fiodav87]

Hi Matt,

This is my last attempt after 6 visits to my local store, ĝod knows how many phone calls, when i did actually talk to EE, was promised it would fixed.........Then further visits to ee store -Do a factory restote and that will fix it... No it wilĺ not sort it.

The fact that the store is not aware that HD channels are not included is amazing, but the customer care team are also unaware of what they offer! 

Lets be clear here, app does not work. Store staff do not know what they are selling, customer service dont know either, we ordered 17th March and only got service 2 weeks ago. What was promised.?...... certainly not what was expected!