Lost HD and 4k and subscription channels

[Goonergolfer21]

Hi

A couple of days ago I changed my subscription from the full package to big sport.

Since then I can no longer get the HD channels for that package. 

I get the option to purchase the HD/4K on the TV at £6, but seeing as I already have that it seems incorrect anyway. 

I went through the purchase process but it fails with an error code BTP-4048 .

I have reset the hub and rebooted the pro box already

Please advise

Regards

[Michael_D · Accepted solution]

Hi @Goonergolfer21 

Thanks for coming to the community.

The Big Sport package should give you access to watch both the NOW Sports Channels and TNT Sports Channels in HD without the need for you to add anything else.

If you don't see the options to watch the channels from 430 for TNT Sports or 439 for Sky Sports, I'd recommend giving our customer service guides a call, and they can check that everything is set up as it should be.

Michael

[Goonergolfer21]

Hi Michael

I see from reading others threads that this is a common issue spanning a few years whereby customers change their packages and lose the HD add on. HD should be standard these days as watching SD is terrible. No need for an add on but a way of charging a free extra quid🤔

Chanbw

've had the add on for ages and cannot understand why it would be removed

[Goonergolfer21]

Hi Michael

I see from reading others threads that this is a common issue spanning a few years whereby customers change their packages and lose the HD add on. HD should be standard these days as watching SD is terrible. No need for an add on but a way of charging a free extra quid🤔

Ive had the add on for ages and cannot understand why it would be removed.

Resigning myself to a long phone call unless Mark someone here can check my subscription which has been done for others before. 

Thanks

[Michael_D]

I can appreciate it can be time consuming to call @Goonergolfer21, but that would be the best option.

The community support team don't have account access to look to see what has happened, and our Product Experts who may be able to help only pop on here occasionally.

The team are available to call until 8pm this evening and 8am to 8pm tomorrow to help.

Michael

[Goonergolfer21]

Ok . No worries

Much appreciated