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...

[Matt392]

Hi, I have exactly the same problem with not receiving Sky Sports  in HD after moving from BT to  EE. TNT sports in HD is fine. Error code is. BTP-11195C. I’ve had multiple calls but have been passed to different departments and it’s still not resolved. I’m currently still on hold but can’t wait for much longer, please can you assist. Thanks. 

[Adam791]

Hi, im a customer that had the same issue. There are no available listed 'HD' channels for Sky/Now or TNT at the moment. Why,  I don't know. But.. if you have a Firestick and are paying for the HD upgrade, you can get the HD version of Sky/Now via the Firestick. I purchased my bolt-on HD upgrade through Amazon. The EE app and Now TV app will not let you. 

[Adam791]

Hi, I'm a customer. The'HD' version of Sky Sports isn't available from the Guide at the moment. This is discussed further up in the thread. My own work-around was to d/load the Now app to my Firestick and purchase the UHD upgrade via Amazon. The upgrade will be applied to the Now app on the Firestick. I can't guarantee that this will work for everyone, but it did for me. 

[Midnight_Voice]

@Adam791 

It sounds like you snuck through the ‘Amozon hole’, which lets EE TV customers buy upgrades direct from Now, something that shouldn’t happen.

The upgrade will work for Now apps on non-EE TV devices, but will bust customers with an existing Now Boost down to 720p and one simultaneous session on EE TV devices, as these will no longer see a valid Now Boost status.

You are only getting 720p and one session anyway, so you will be no worse off on EE TV devices, but other customers who have HD and try to follow this path to get UHD early will be.

But ultimately, best to alert @DarrenDev, who is well placed to fix it properly, if a fix is what it needs.

[Paulw1001]

Hello,

I have the same problem. Migrated from BT to EE so I could get the TNT HD. Still comes up with the error BTP-11178. Having to watch the Rugby without HD!😞.  Paul 

[DarrenDev]

Can you please confirm which channel number you're trying to watch when you see this error @Paulw1001 ?  Your account looks correct, so there shouldn't be any reason for it.

[DarrenDev]

I can see you called this morning and it has been referred to a back end team to fix.

I've requested an urgent brief be provided to agents on how to correctly fix this themselves.

[Paulw1001]

430, 431, 432, and 433

[DarrenDev]

From what I can tell @Paulw1001 , the last time you tried to watch any of those channels was on the evening of the 22nd.  Your order completion date was the 23rd, which is when I said your account looks OK.  Have you tried them since?

[PeteL4]

I have just transferred over and think I have the same issue as @HubertFamily ie I believe I must have the HD add on for TNT only and not for Big Sport, can you please advise how I get this corrected ?