EETV 4k and UHD TNT Sports Channel

[Stuave67]

Hi

I was previously with BT for broadband and tv. I switched to EE broadband and tv package about a month ago. TV box remained the same but now have a EE smart hub plus.
I was informed that the package would be exactly as I had previously but when the switch happened there was no HD channels. After loads of calls and hours I got nowhere and had to do an extra HD and 4k add on/subscription at an extra cost to me. To be honest I suffered the extra cost as the hassle I was having just wasn’t worth it. So I now have HD channels but cannot access the TNT Sports Ultimate or Ultimate HDR channels. I could access these no problem when I was with BT and the quality was fine. So apart from being lied to initially I am now even less amused with EE. Thought I would post here as just can’t go through another round of hopeless phone calls.

Many Thanks

Steve

[Midnight_Voice]

@Stuave67 

Call up and insist on speaking to the Value Team.

Ask to be put back how you were on BT Broadband, and compensated for your inconvenience.

Also ask that if anyone was paid an incentive to move you from BT to EE, that this be clawed back.

The staff in question must learn to do this properly or not at all 😢

[Damitaliano]

Same for me, I was ensured in store that everything would have remained the same but HD is actually gone. And same I've been bounced between store and call center without solution other than pay the extra, which I didn't subscribed yet. Hope they hear our voice as I think I, and apparently more people, were massively mislead.

[Stuave67]

Thanks Midnight_Voice, yes perseverance needed. I just got so fed up of getting through to someone and explaining the situation - then transferred to another handler/department and having to go through it all again. That happened a lot. I’ll set aside a day for trying again. Appreciate your reply 👍

[Stuave67]

Hi Damitaliano, thanks for message. If it’s happening a lot it’s probably deliberate. Offered what seems like a good deal for what you already receiving, then discover it’s nothing like that and have to pay extra for what you thought you were going to receive. There is an EE store near me, any better in your experience than calling EE?

[Midnight_Voice]

@Stuave67 @Damitaliano 

Never attribute to conspiracy what you can attribute to c**k-up 😛

If EETV were doing this deliberately, it would be fraud, and they have too much to lose to stoop to that.

From Trustpilot, it would seem that some EE stores are excellent, and some you should run screaming from. See if you can find reviews for the actual one(s) you might use.

The great advantage of the stores, though, is that you get a written record of what you have been promised, and you ordered, whereas over the phone you can come away with one thing, while the agent comes away with another.

On the phone, I came away convinced that I had Cinema included in the price I was quoted, where in fact Cinema was there, but only until the existing month I had already paid Now for ran out. A discussion with the Value Team, however, vanished away the resulting price difference, so thanks, chaps.

[Richardr66]

You should certainly insist on what you were promised.

A couple of points though - I assume from what you say you are getting the TNT Sport HD channels. These come in a package with the UHD channel so you shouldn't have one without the other. Worth double checking in picture settings that you are set up for UHD.

The other point is that until this is sorted you should be able to get the UHD version in Discovery+, an app on your box.

[Stuave67]

Thanks and yes, I’ll look into the stores locally, and if no joy will call the value team again. Initially I just wanted to add an extra tv box to my BT account so used the online chat and through that was offered the deal and a switch to EE. I downloaded the transcript of the conversation which clearly shows the agreement to maintain the same level of service through the switch. I mentioned this during my calls, but no one seemed to be interested unfortunately.

[Stuave67]

Hi Richard

Thanks for the post, yes I am getting TNT Sports HD, so strange no Ultimate channel. The picture settings are for UHD on the TV. Just managed to log into the Discovery+ app on the tv box so will check that for the UHD stream.

[Richardr66]

Hi, my error in not making it clear, I meant check the picture settings on the EE box for UHD.