Big Sport - Sky HD Channels not working SD and TNT fine. Subscription Issue?

[Declan90]

Hi 

I think I have a subscription issue on my account (specifically NOW TV related). I'm hoping someone can help me bypass the "we can't investigate if you're not plugged in with our router" brick wall I'm facing?

(I fully appreciate the 150 staff have a script they need to work to that limits flexibility and that fixing issues with 3rd party kit is not realistic - but its frustrating all the same to not feel listened to). As with anyone running their own router I have my reasons and it'll be a few days before I can find time to switch my setup around, spend an age on the phone, and switch it all back etc. So any tips in the meantime much appreciated!

I signed up to Big Sport originally - no issues using my router (with IPTV settings etc). Switched to Entertainment over the festive period - no issues again. Issues all started when trying to switch back (couple of weeks ago). Billing all switched ok but NOW TV didn't switch properly, so was unable to access sports channels. Entertainment still live. Checking on the NOW TV app account page it still said Entertainment and Boost. Spent what must have been 90 minutes on the phone faffing with plugging the EE router in, reseting the TV box a number of times, before being passed to level 2 agent who updated NOW TV account and 'snap' Sky Sports channels worked instantly.

Last few days we've noticed that the Sky Sports HD channels are no longer displaying, saying they need adding to our subscription (and progressing to error when OK selected). I've tried router restarts, factory reset of the EE TV Pro Box, no luck. This morning I confirmed Sky Sports SD channels are working fine as is TNT Sports. 

Checking NOW TV app account page it is no longer showing Boost, just sports. Looks to me like a similar issue (not surprised as Boost has been removed from my billing as is part of Big Sport automatically).

Had no luck on the phone earlier - I was hoping after the last issue etc that it would be straight forward getting to a level 2 agent to get my subscription corrected with NOW TV (given the above observations). Sadly not...

[DarrenDev · Accepted solution]

Unfortunately I cannot explain why your original order on March 4th failed (everything looks to have succeeded on the system), however the manual correction to your account on the 11th was simply user error - the agent forgot to add HD when she removed Entertainment and added Sport.  I've corrected that now, so HD should work for you.

I can see no reason why this would stop working again, but if it does, please email me at eetvsupport@ee.co.uk and I'll get it investigated further.

Sorry for the inconvenience.

[Declan90]

Thank you for sorting this so quickly!