Is my package right

[Whittin1706]

Hi,

just agreed we tv package. My confirmation email says my extras include HD and 4k and NOW boost. However in my we app they are not there and it’s is asking me to pay £6 each to add them on.

So do I have them or not? Is the app wrong and it is trying to sell me something I already have or is my account wrong and it has not been added as per my confirmation email?

[th_2001]

I also thought I had HD but doesn’t appear to have been activated when my package went live yesterday. 

the advisors can’t seem to add it on either due to my open order which is only open for the returns!  So god knows how long I’m expected to wait. 

[DarrenDev]

Ignore the EE app @Whittin1706 - HD is working in your Now TV app and on your TV Box Pro, right?

[DarrenDev]

@th_2001 sorry, but your order is stuck open as part of it failed.  The agent should have raised a fault for this - it's best that you call again and ask for it to be cleared.

[th_2001]

Perfect thanks @DarrenDev @will do 

[Whittin1706]

Hi Darren,

It says I should have

1. now boost

2. HD and 4K

How do I actually tell if I have them?

PS I am using EE tv on Apple TV 4k

[DarrenDev]

Try and watch the Now TV channels in HD @Whittin1706 - I can see the subscriptions on your account, so I'm confident they'll work.

[Whittin1706]

Hi Darren,

I just watched sky witness HD. So that proves the Now Boost part.

What does the HD and 4k add on do and how do I prove that?

[DarrenDev]

The HD/4K add-on you have provides access to the HD/4K options for the other channels in your subscription.  Currently, that means all the TNT Sports and Eurosport channels, plus discovery.

Looking at your account, there's a note saying a fault was raised last night saying that your HD channels aren't working.  What channels aren't working for you?

[Whittin1706]

Hi,

Well I did not know which channels should be working. But they advised they checked my account and the HD 4K add on was not on my account and that it won’t let them add it and that it should be on there and so they called the TV team and they said there was a fault on my account that needed fixing. Would the discovery hd channel not be part of now boost as it’s a sky channel?

im still confused by what the other non sky had channels would be. Does it only kick in if you have TNT and Eurosport’s. I don’t think I have either of these in my package.