NowTV Boost no longer active?

[Chogbill]

Up until today, I believe that Boost on NowTV  (1080p and no ads) was part of my subscription with EE, but starting today I've been getting ads, having previously never seen any except for the quick Now TV ad at the start of an episode.

I can't actually find anywhere on my profile in the app whether I was actually paying for the boost (I haven't had a single ad in a show I've watched on Now TV since I started my subscription. I don't know if it was an offer for a few months free, or if I'm not getting something that I'm paying for as part of my subscription. My profile on the NowTV site says I'm just paying for the standard Entertainment package. 

Can anyone help? I had a call with someone yesterday regarding the poor quality on my EE TV Box and returning it for the Apple TV 4k box instead , then today I start seeing ads so I'm wondering if something else has been changed?

[Midnight_Voice]

@Chogbill 

This is what it looks like on the Now site if you have Boost via EETV:-

 It’s quite possible that your account got poked about a bit yesterday, and a Now Boost that had got there by mistake was cleared off. It’s equally possible that you had a legitimate Now Boost that has accidentally been wiped off.

Trials of Boost don’t last months; you need to go back over your last few EETV bills, and see if it was being paid for or not. This will tell you whether you should call EETV and angrily demand its reinstatement, or shrug your shoulders and quietly add it to your subscription ( or ask them to do it for you, if that side of things is still in disarray) 😛

[Chogbill]

Thank you! I did wonder if something might have been fiddled with somewhere in my account. Today isn't even my billing date so it couldn't be that. Boost also isn't listed on any of my previous bills, but I did find the initial email I got when I signed up - 

Might be time for a phonecall!

[Midnight_Voice]

@Chogbill 

The question is whether those EE TV Extras were included in your package, or you were just being told about them in case you wanted to activate them. If they weren’t included, then I would call the above a little…er… ambiguous.

Did you get Standard Netflix? Did you get HD and 4K?

You will have got the Apple TV offer free, but you would have had to apply for it.

But if you applied, or had to apply, for the other things, that would have been an extra cost.

Something to discuss with EETV…..

[Chogbill]

I just got off the phone. The fella I spoke to said that Boost has never been on any of my bills. I do have the HD/4K package though - 

Which sounds like Boost to me? Full HD and ad-free NOW? If thats not what it is, what on earth am I paying it for?!

The TV Box is terrible, so I spoke with EE yesterday to arrange swapping it for the Apple TV box. But now because that order has been placed, apparently another 'order' (turning my boost back on) cannot be placed until that one is complete. The guy also said that the Apple TV box isn't capable of getting HD/4K so either he was talking bollocks (which seems the most likely to me, given the name of the box has 4K in it!) or I'm going to have to place another 'order' to get rid of a service I can't actually get?! 

Desperately wish I just haggled a bit harder with Sky now. 

[Midnight_Voice]

@Chogbill 

Be interesting to look at that graphic when it passes moderation.

HD/4K includes Now Boost if your basic package is Entertainment, but not if it’s Sports. So you should qualify, and it looks like a mistake if it’s gone, but it may never have been on a bill because it was included under HD/4K. I don’t see Now Boost shown separately from HD/4K, and it doesn’t appear at all, but it’s in there. That’s why you have to look at the Now website to see what that thinks.

The Apple box is 4K, but it doesn’t mean everything on it is 4K; the EETV app can’t do 4K yet - though it can and does do HD. But you should not necessarily confuse (some) EE staff with people who know what they are talking about 😢

[Chogbill]

Thanks mate. I just have the entertainment package, no sports. The NOW website just says the regular Entertainment package, no boost. Hopefully be able to get it sorted once my Apple box shows up, but very frustrating in the meantime when you're trying to binge The Sopranos! 

[DarrenDev]

When you called on the 18th to swap from a TV Box Pro to Apple TV, the agent incorrectly removed your HD subscription as part of the same order.  This took effect immediately.

The system doesn't allow 2 open orders at the same time, so you'll need to wait until the Apple TV has been dispatched before a new order can be raised to add it back.

There's a note on your account explaining what needs to be done when you next call in (after the order has completed).

I've manually added the HD back onto your account as a temporary measure - it'll automatically get removed again before your next bill if you haven't called us to add it back on.

[Chogbill]

Thanks Darren. So I just need to call again tomorrow/when my new box arrives just to finalise it?