Sport HD channels not working

[Royals_gooner]

I was recently migrated over from BT to EE for broadband and TV, and my migrated package included 'Big Sport' (nowTV sports channels + BT/tnt sports) as well as the HD upgrade.

However, my sports HD channels on the provided ee TV box simply do not work. There is a message on the screen which says 'lets get you some more content... ' and an error code: BTP-11195c.

The HD channels worked perfectly when I was on BT...

The real kicker is the fact that ee have been billing me for the HD upgrade for 3 months now... How do I get this sorted without spending hours on hold with the call centre? Thanks in advance...

[Midnight_Voice]

@Adam791 

OK - trying again 🤪

So it would seem that anybody with an EE TV-linked Now account can go on a Firestick (though maybe not just any old Firestick) and buy Ultraboost, and they will get it on their EE TV Now, on any device where Ultraboost is supported?

But re your last line, do you mean you can’t get Ultraboosted Now in the Guide, or do you mean that the action you took completely disabled the Now TV channels in the Guide? If so, that might be a bit of a downside….

[Adam791]

I can't verify it, but my expectation is that the Firestick is the key to being able to purchase the Ultra Boost.

I can now watch the UHD channels on any device with the Now TV app installed. It's just the firestick that's required for the purchase (I think)

I can still get Now TV in the Guide, it's just the SD version though. So I just use the Now TV app installed on the TV instead. 

So, I've not lost anything by finding this workaround, it's just a bit of a mess. Hopefully there will be a better solution in the future. 

[Midnight_Voice]

@Adam791 

Thanks for the reply.

I’d be a bit surprised if you got the Now channels in the Guide in SD, as the least they are streamed in is 720p (HD Ready). And in fact I’d expect you would get them in HD, as Boost would give, and as Ultraboost gives me on old material that isn’t in UHD.

Unless EETV or Now is saying ‘Wooh, don’t know what this setting here is, I’ll have to treat it as no Boost at all”?

[DarrenDev]

@Midnight_Voice Now TV channels are available in SD as standard, and HD with the Now Boost add-on.  Our systems don't recognise the Ultra Boost add-on yet, so having that won't enable HD channels - it will only affect content within the Now TV app.

[Adam791]

@Midnight_Voice 

@DarrenDev 

I've just double checked, and in my case, I can only view the SD Now TV channels if i use the Guide.

If I try to open the Now TV HD channels in Guide, I get error code IPC6017.

[Midnight_Voice]

@DarrenDev 

SD:- Is this a terminology thing, or are you actively downgrading the Now channels you show?

https://help.nowtv.com/article/what-are-boost-and-ultra-boost

https://en.wikipedia.org/wiki/Standard-definition_television

https://www.radiotimes.com/technology/technology-guides/hd-ready-vs-full-hd-tvs/

[DarrenDev]

Please let's not get into pedantry @Midnight_Voice - it doesn't help anyone.  I don't know what resolution the "SD" version of the Now TV channels is broadcast at, but it's labelled as the SD service.

[Midnight_Voice]

Sorry @DarrenDev  - several years of carefully explaining to people on the Now Community that standard Now is much better than SD, and/or that the jump up to HD isn’t as big as they thought it might be, tends to wear a groove… 😢

[Royals_gooner]

@DarrenDev Hi Darren -

So whilst this was initially resolved, I now have the same issue.

The Sky HD Sports channels are throwing up the BTP-11195c error again. They were working fine at the weekend - but seemingly something has gone wrong again...

Any support/resolution would be greatly appreciated.

Many thanks.

[Royals_gooner]

Ah, think I've found the answer (provided by yourself) in another thread:

"In order for this to be fixed, your account needs to be corrected - the "EE HD" add-on needs to be removed, and the "Combi HD" add-on should be added instead.  Unfortunately this isn't something I can fix for you. ".

Looks like I'll have to call up for a permanent resolution.