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...

[DarrenDev]

Sorry for the delay in responding @PeteL4 - a quick look at your account shows that it's now configured correctly, so I'm guessing this issue is fixed for you now?

[Matt392]

Hi DarrenDev
Thanks for your help on this.  
I spoke to the call centre 23 September and after about an hour on the phone going through various trouble shooting methods I was told that the problem was due to needing Now Sky Boost (Ultimate) added to my package.  I was put through to the value team who said it would be sorted offline and that I would be contacted within 5 working days via email. Unfortunately I have not been contacted and I am still not getting Sky Sports HD and have error message IPC6017 followed by IPC6021.
I set up the TV mini box on an additional TV for the first time at the weekend and now have a a further problem as no channels work and when I attempt to watch any channel I get the message BTP-16500, IPC6007 "You have too many TV boxes connected to your broadband." 
I would be grateful if you could escalate this to someone that can resolve this issue as it's been going on for several weeks and I've literally spent hours on the phone.

[DarrenDev]

@Matt392 unfortunately your account is an absolute mess of failed and cancelled orders, and it's currently showing that you moved from EE back to BT again.  As a result, the TV Box Mini you have comes with a £10 a month subscription, which you'd need to call to activate.

I can only recommend you call again and ask for your account to be "passed to TMC for DI" to get this cleaned up.

[Matt392]

Hi DarrenDev,
Thanks for the response but I just tried calling and was just on hold and I don't have time.  Please can you give me an alternative way of contacting EE/BT or a complaints department that can be contacted by email as I need them to fix it without me having to spend time on the phone.  I've been sold a product that doesn't work and every time I call I just get passed around. Thanks

[DarrenDev]

Unfortunately everyone is really busy - there are long queues on the phone, and then long queues for the faults to be dealt with offline.  I'm doing all I can to keep the queues shorter by fixing the issues I'm able to, but yours is just too complex for me to be able to resolve (as it needs a lot of changes to the account, which I'm not able to make).

You can choose to raise a complaint online, however it does add to the time it'll take for it to be picked up and raised to the correct team to deal with it: https://www.bt.com/help/contact-bt/complaints

[Matt392]

OK, thanks for your help. 

[AnnLamb]

Hi darren me and my mum are having a similar issue with our big sport pack, we have standard def sky sports and full hd TNT sports but no hd to the sky sports channels, I’ve been on with EE and there saying it’ll be 7-20 days wait time I mentioned about you on the phone and they suggested I leave a message here given the amount of success the community have had with you.. I’d appreciate it if you could look into our issue aswell if you have the time thanks very much EDIT we’re getting the BTP-11195 error.

[DarrenDev]

@AnnLamb I've applied a temporary fix to your account, to enable access to HD straight away.  You will still need to let the TMC apply the permanent fix when they get to you.

[AnnLamb]

Hi Darren that’s brilliant thanks for your help TMC 7-20 days they’ve mentioned to me. Appreciate it thumbs up

[Geoffp83]

I have exactly the same problem. Recently moved to ee paid the extra £6 for hd. TNT working but no other hd channels. Also not getting discovery channel (320). Have big sport and entertainment. Thanks