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...

[Leanne_T]

Hi there @samw0804

Thanks for coming here 🙂

If you give us a call our broadband tech guides will help you get this sorted 🙂

Let us know how you get on. 

Leanne.  

[Zepp00]

I have same problems. Migrated to EE broadband after being with BT. Used to have Big Sports and Netflix and Now TV package. New broadband works fine. However despite spending 90mins on phone to the Digital Integrity Team and being who seemed to recognise a number of issues at EE/BT end I was assured my package was back to normal and that I will need to re order big sport via EE app on Tuesday 5/11. However I was told all my original service would be working. Alas they are not. Netflix keeps asking me to edit my payment details no sports but can access Now TV. What is going on.

[IanArrowsmith]

Hi Darren

I have just migrated from BT to EE and have the full sports package. I can get the SKY Sports channels but cannot get the TNT ones - error code BTP-11195c.

Please can you help, thank you

Ian 

[IanArrowsmith]

Actually, I don't have SKY Sports channels either - confusion arose from watching on PC.

[Peter_W]

Good morning @IanArrowsmith, thanks for taking the time to reach out to us about this. 

Just to be sure, is it the HD versions of these channels you're trying to access, or do you get this error when looking at standard definition too?

Full Sports only covers you for SD, so if you don't have the add-on to unlock HD you'll see this error.

Peter
 

[IanArrowsmith]

Hi Peter, very insightful. It is indeed the HD sports channels I have a problem with. All good for SD channels. This forum seems to work very well, thanks for your help.

[IanArrowsmith]

I have looked to see if there is a way of adding an HD upgrade for the sports channels but can't figure out how to do it - are you able to point me in the right direction (eg to the upgrade link ??)

[Zepp00]

Ian

I have been through the mill on this one.

I have had to cancel my pre existing BT TV package which was Big Sport including Netflix and Now TV. 

I had to re order the package which takes at least 10 days to start. Which I find so odd as it's exactly the same company and all that.

They sent me a new EE TV box which is identical to my old BT one and as part of the order another identical Broadband router and extra WiFi enhancer which I need to post back.

If it helps there is an issue when migrating from BT to EE. 

I made the mistake of listening to the guy in the EE shop who returned my EE mobile package. At the same time he tried being helpful by switching me to EE TV / Broadband package. I explicitly told him do not mess with my TV package. 

Alas 4 calls to EE/BT later I'm now signed up to big sport.

Only my Now TV works.

The rest kicks in in about 11 days time.

Netflix keep emailing me to say I need to update payment which I can't/won't donas it's included in my package.

Spent another 50 minutes on phone to EE Monday night they have sent me £75 apology good will gesture off my next bill. 

I'm now paying exactly what I paid with BT albeit a new Router my speeds are really good they were before but not hit the 900mps advertised (not guaranteed)

Not sure if any of what I have said helps it's been really frustrating a long slog.

The seamless migration did not happen.

The only way they solved my issue was to cancel old package and start afresh. 

New account number etc.

I think it stems from the initial change in an EE shop. 

Ironically my phone is still not working properly. 

EE were good over the phone every time but even they had real issues identifying the problem and if you are midway through a change the system does not allow changes until an order is either completed or cancelled etc.

I hope something in this helps. 

Good luck 

Tony

[Dazzle2121]

hi DarrenDev, i have the same issue where i have just moved over to EE and have the big sports package with HD add on and i am receiving HD channels for TNT sports and the normal HD channels but when i try and watch any Sky Sports channels i get the error message BTP-11195 error. 

I have spoken with th help desk and they have said wait 24 hours which i have but still no joy. Any chance you can take a look at my account and see what is happening as i have only been a customer for 3 days and still cant watch Sky Sports on the Pro Box.

Thanks

[PauloPT]

Hello, 

I understand that @DarrenDev is no longer with EE, but I'm hoping someone else is able to help. 

When I changed package a few weeks ago (downgraded from Full Works to Big Sport) the HD boost was removed from Sky Sports on Now. 

I have subsequently spent a long time on the phone across four calls trying to get it put back on. 

I have been told that my broadband cannot support HD. However, this is absolutely not the case. 

The line is perfectly capable of supporting it. It was working fine before the downgrade (specifically Sky Sports through Now via EE), plus it can stream in 4k on other platforms. 

So as far as I can tell, there is some sort of  {can't do HD}  flag on my account. And I'm told that it is not possible for them to remove this flag. 

But I find it impossible to believe that this cannot be overwritten. 

All in all, my experience of EE so far has been terrible.

Any help in getting this resolved would be hugely appreciated. @Peter_W  @Leanne_T  @Midnight_Voice 

Thanks