HD boost disappeared after adding Sky Cinema

[richard_g]

I have had BT Broadband (full fibre - Smart Hub 2) with the EE TV Big Sport Package and HD Boost (BT TV Pro box).

Everything has been working perfectly until Saturday (31/1/26) when I added Sky Cinema via my box. I immediately noticed the Sky Cinema HD channels were not included which I thought was odd but didn't mind because I was streaming a film via the Now app anyway.

On Sunday I noticed my access to the HD sports channels (TNT and Sky) had also disappeared. SD works fine. I tried to re-add the HD boost via the box but it returned an error and told me to call. After over 30 mins on the phone they said they had no option available to add the HD back to my account and that it might start working again in a few hours (it hasn't).

I eventually was able to add the HD Boost back via the Now app but it only works for the Sky channels and not TNT Sports. same price as before - £6 per month.

This is the message I get on the box when trying to add TNT Sports HD:

HD and 4K

Upgrade your TV package to high definition. Got a NOW Membership? Watch it in Full HD with NOW Boost. Got TNT Sports with us? Watch it in Full HD and also get access to our dedicated 4K UHD channel, TNT Sports Ultimate (4K TV, 4K TV box and 44 Mb broadband required).

@6 a month (Auto renews monthly)

When I press OK, I get this error:

Sorry- there's been a problem.

We're having trouble placing orders from your TV Box. Call us on 0800 800 150 to order today.

BTP-4048

Any ideas?

[zulu17]

Hi @richard_g 

Seems a bit of a mess and really your support call should have got the problem directed to the appropriate team not send you away with no resolution - they should have escalated in my opinion.

First if you are on BT Broadband and billed by BT rather than EE then the EETV product differ - why they differ  for the same named package is a very good unanswered question.

Big Sport (BT )  package  needs  both the  (HD and 4k ) and Now Boost addons to enable viewing of HD linear channels for TNT Sports and  Sky Sports. With BT for Big Sport if you take the HD/4k addon you get the Now Boost addon as well - no extra charge. That seems to be the scenario you had prior to Saturday.

Adding a Now Cinema addon to an existing Big Sport Package should not change other addon.

So procesing of that order seems to be where it all starts to go wrong.

[DarrenDev]

I can see the order, and confirm that it incorrectly deleted the HD add-on when you added the Cinema pass.  I cannot explain that, as it had no need to do it (you already had the correct pass to cover sport and cinema).

Unfortunately BTP-4048 is the generic catch-all when the ordering system said it couldn't do it, but doesn't know why.

Have you tried adding the TV HD add-on using My BT (either the app, or www.bt.com/mybt)?

[richard_g]

The option was not there yesterday but I can see it now today. It looks like it only cover TNT Sports though so not the same as I had before:

HD and 4K

Watch TNT Sports channels in Full HD and access to TNT Sports Ultimate (if you’ve added it) for stunning picture quality up to 4K (4K TV and 4K TV box required).

£6.00 a month
1 month rolling contract

At the top I can see the Now Boost separately already in my account also for £6 a month.

[DarrenDev]

Your account is definitely in a confused state - it shouldn't be possible for you to have ordered what you have, and it shouldn't be offering you what it is now.

Rather than make you call again and risk going round in loops further, I've manually corrected your subscription. Your bill will still show just the Now Boost add-on (as I can't fix that bit), but your account will allow HD/4K access to TNT (the price is the same).  It should auto-correct itself if you make any subscription changes in future, but email me at eetvsupport@ee.co.uk if you have any issues or concerns.

[richard_g]

Brilliant. Thanks Darren. I can confirm all HD channels are working again now. 

Will be interesting to see what happens when I remove Sky Cinema later this month because I wanted to watch a couple of films. 

[richard_g]

Hmm, I just cancelled Sky Cinema via the BT website. No mention of cancelling the HD boost on the site but then the confirmation email says the below. Let's see what happens at the weekend.

Extras you're stopping

You've chosen to stop your monthly contract for the extras below. You'll be able to watch them as normal until these dates.

You'll be able to watch:

• Cinema Membership until 28 Feb 2026
• Boost until 01 Mar 2026

[richard_g]

Yep, I'm back in the same situation as last month. HD has disappeared from Sky Sports and I get errors when trying to add it back again via the box.

Via the BT website I can see the option to add it and can toggle to it to "On" for £6 per month but when I go through to the order confirmation screen it completely disappears and I'm left with an empty order for £0 per month.

I have emailed eetvsupport@ee.co.uk for help.

[Weerab2024]

Sky sports is now HD by default for newer contracts so not sure if that is causing the issues 

[richard_g]

Possibly it is that. Glad they are changing it. It does seem ridiculous that HD does not come as standard in 2026! Also I'm sure the SD feeds are actually worse than SD to make you upgrade. Also Now TV via the app is 720p rather than SD and decent quality without the HD boost.