EE TV full works Sky Sports doesn’t work

[mattjjonez]

I recently upgraded to the full works package from Entertainment and Sky Cinema. TNT sports all work fine and now entertainment and cinema still work, however Sky Sports doesn’t  work. When i click on the channel on BT pro box I get this BP-19002 error. Called support who have factory reset  my EE Smart hub (not sure why) but the my couldn’t fix it. Said I would get a message in 30 mins for off line support to help, never got the link. Chatted to support today who said to restart the BT pro box ( again) and then it came up the error BTP-11195c and still it working. When I use the now app it doesn’t show I’m subscribed to sky sports and when I try to watch anything it tries to make me pay £34.99.  I believe all this is an activation issue between EE and Now. It support keep asking me to start the pro box and press a combination of buttons. Now I’m supposed to wait a few days for someone from the tech team to look at it. Anyone else have this issue and can resolve it. I’ve emailed the apps email address as some users have suggested but no reply from them.  I don’t get why you can’t get the channels you pay for? Why can’t anyone help?

[DarrenDev]

Sorry - I haven't caught up on all the emails from the weekend yet.

I've fixed your issue with missing Sky Sports.  Your account has an Ultra Boost trial subscription on it so I cannot add the HD add-on (Now Boost) as it's incompatible.  This means you'll only be able to watch the channels in SD on your TV Box from the TV Guide.  Let me know if you'd like me to remove it, and add the correct HD add-on.

[mattjjonez]

Great thank you, yes if you can remove the trial and fix the HD channels that would be great 👍 

[DarrenDev · Accepted solution]

Done

[mattjjonez]

Top man