Problem with HD Sport on Sky Q Box.

[DEAN1961]

I am also having trouble with TNT Sport not being in HD format through my Sky Q Box. It worked perfect when i was with BT but since i've transferred to EE the HD Sport channels do not work. I pay EE directly to receive them as part of my package and have reported this issue a couple of times in the past two days but have been told in may take another 7 or 8 days to sort out! BT & EE keep advertising the fact that they are now part of the same company so i can't understand how BT can provide HD pictures immediately but EE cannot.      

[Chris_B]

@DEAN1961  BT and EE are two separate companies.  BT have owned EE since feb 2015 so nothing new there. 

All you can do is report it and give them the timeframe they  told you.

You say you pay EE to receive HD,  what are you paying EE for ?  Broadband? Mobile phone ?  

[DarrenDev]

@Chris_B EE and BT should be considered as one company - you get the same people whether you phone BT or EE.  The only thing that differs (for now) is the ordering process.

@DEAN1961 it's nothing to do with it being EE or BT - it's just a fault.  It should have activated straight away, but is now with the TMC to investigate further (the same TMC who would have investigated it if the order had failed from a BT account).  They do have a long queue, so it will unfortunately take a few days for them to get to it.

[DEAN1961]

Thanks for your comments Darren. I'll have to wait a while then for it to be resolved. It's just frustrating being used to HD channels then all of a sudden that quality of picture is lost! 

[DEAN1961]

I'd already got a mobile contract with EE but then i transferred my broadband,landline and sports package from BT over to EE. That's when the issue cropped up where i can still get the TNT Sports channels through my Sky Q box but the pictures are no longer in HD format. Reading Darren's comments i'll just have to sit tight for a few days and hope it is resolved next week. If it isn't i'll be giving them another call again!

[DEAN1961]

Hi Darren, i would be grateful for your further comments regarding my issue. I've noticed that the Eurosport channels 413 & 414 on my Sky Q box are still being broadcast in HD format so it is just the TNT Sport channels (numbers 410,411,417 & 421) that are not. How can the fault  affect some channels but not all of them when they are all connected to EE?

[DarrenDev]

Actually, there's a bigger question here.  Your account shows that you have EE Broadband, with EE TV, and a TV Box Pro (where the HD subscription is correctly applied).  I can't see any Sky subscription on your account, so how are you viewing TNT Sports on your Sky box at all?  Are you sure you're paying EE for it?  Or do you have it on a different EE account?

[DEAN1961]

I've spoken to a very helpful lady today called Rebecca because things were getting messy so there should be plenty of new notes on my account. Yesterday i connected the new EE router but also wrongly received an EE TV box plus a mini box which i never asked for because i've always received BT Sport (now TNT Sport) through my Sky Q box. I paid BT to receive the sports channels and i will now be paying EE directly to receive them. I believe Rebecca has noted on my account that when activation takes place it should be so the EE sports HD channels come through my Sky Q box. Maybe you can confirm that? Rebecca has also arranged to post out a pre-paid envelope so i can return the unwanted equipment. She asked me not to return anything until everything was set up and working as it should be. 

[DarrenDev]

Indeed @DEAN1961 - lots of notes describing a complicated situation and a series of events.  I'm sure you'll get the resolution you need soon.

[DEAN1961]

Hi Darren, i've just logged on to check the status and everything looks like it should be activated sometime today as planned. I've noticed that the digital phone set up shows a new phone number. At no stage has anyone mentioned our phone number will be changing. Is it possible to keep our current phone number? So much easier to remember!