No Sky Sports HD & Discovery Channels, even though I am billed for them

[Mr-Mogwye]

Since I was transferred from BT to EE on July 1st 2024, my Sky Sports HD channels and Discovery channels have NOT worked. My EE package clearly shows that Sky HD is part of my package and they are duly charging me for the privilege. I have contacted EE on four occasions with telephone calls of 60 to 90 minutes for EE to resolve the problem. On each occasion they have said it will take 4-5 days for them to reconnect my HD channels. - Whai on earth is going on; I have been very polite and understanding up till now. However I am getting very annoyed with the hollow promises that EE are making and then do precisely nothing about it - My wife is a registered Severely Sight Impaired person with an 85% loss of focus/vision and it’s absolutely imperative that we have the HD channels so that she can sometimes see blurred images on the TV screen - The way that I have been treated with a pack of lies and NO HD connections being made, is totally unacceptable. EE are failing in their duty to provide the service that they are charging me for. I wish I had never been part of the EE package - Will a senior person at EE please reply to my post so that this major problem can be sorted out with urgent haste.

[DarrenDev]

Sorry about that @Mr-Mogwye - I can see some failed order attempts on your account that have left you in limbo.  I've corrected this now - you should find that the channels will now work.

[Mr-Mogwye]

Yes thanks, my SKY Sports HD Channels now work.

However, my Discovery Channels DON'T work, these are part of my billed package.

[DarrenDev]

As a Sport customer, you're only entitled to watch the discovery channels within the discovery+ app - not from the TV Guide. 

[Mr-Mogwye]

According to my EE Big Sport package, as below, the Discovery channels are listed in my package and I am duly being charged.


KR.

Don.

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[DarrenDev]

The EE Big Sport package provides access to discovery+ Premium, where you can view discovery channels in the discovery+ app.

To view discovery from the TV Guide, you need one of the Entertainment, Big Entertainment, or Full Works packages.

[Mr-Mogwye]

Why have my HD Channels been switched off again.

Seriously, this is now way beyond a joke, I wished I had never signed up for EE.

It’s impossible to view my bill, impossible to speak with someone of importance.

I am being charged for SKY Sports HD Channels and cannot view them.


KR.

Don.

Sent from
Don ******

*************

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Don ****** Rally Results

Webmaster – Tour of Cheshire Historic Road Rally

[mod edit: removed personal details from the forum]

[Leanne_T]

Hi @Mr-Mogwye 

Thanks for coming back to us. 

If you get in touch with our Broadband guides they will get this looked into for you. 

Please see our Contact BT page for ways to get in touch. 

Leanne. 

[Mr-Mogwye]

Message for Darren - Why have my HD Channels been switched off again.

Seriously, this is now way beyond a joke, I wished I had never signed up for EE.

It’s impossible to view my bill, impossible to speak with someone of importance.

I am being charged for SKY Sports HD Channels and cannot view them.

I had a reply from Andy.

EE - Andy, I am sick to death of being pushed from one department to another, even when i eventually manage to speak to someone, they constantly ask me to hold while they go and discuss with their manager/leader because they don't know the answer. It's YOU who should be expediting my request for the channels to be switched on again, not me, I have done all I can in asking. I have far better things to do rather than spend 90 minutes explaining the problem only to be pushed from pillar to post. So please rattle some cages at your end and expedite the switch on.

[DarrenDev]

Sorry @Mr-Mogwye - I can't see any reason for why the HD add-one would have been removed again - possibly someone trying to correct the issues with your account.

I've just escalated it further internally, to make sure that all agents know how to handle this scenario.