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...

[Peter_W]

Good afternoon @PauloPT.

Welcome to the EE Community, and thanks for reaching out to us about this too. 

What speeds are you estimated with your broadband connection at the moment?

There are some speeds where we wouldn't typically recommend or offer HD, but if you've been able to stream 4K in the past then it's unlikely this would be an issue.

Peter

[PauloPT]

Hi @Peter_W , 

Thanks for getting back to me. 

In my account it says the speed guarantee for downloads is 19Mbps. Is that what you're referring to?

To me it doesn't really matter what EE recommend, my point is that it worked perfectly fine. I never had a single issue with it.

It was only removed because I changed packages.  

I want to pay the £6 and if it occasionally buffers (which I highly doubt it will because it never has done) then that's on me, not on EE. 

Thanks

Paul

[Peter_W]

Thanks @PauloPT.

We recommend that customers with speeds below 22 Mbps will likely struggle receiving channels over IPTV, especially for HD, but I've not known it be directly blocked on your account as an option.

I'd definitely recommend getting back in touch to request this again, and we'll be able to say for sure if it's something available.

Ultimately we don't want you to be paying for something if it won't provide you with the best experience, but I really see where you're coming from if you've used this in the past.

Peter

[PauloPT]

Thanks @Peter_W.

I would like to make that decision myself - whether the experience is worth my £6. 

As you say, seeing as it has always worked perfectly, it is deeply frustrating that EE would say it is not an option. (Especially when it was actively removed during a package switch without even telling me that was happening. And I didn't even want the Full Works in the first place but was talked into having a trial). 

Anyway, do you have access to my account via my forum profile? (As your predecessor Darren appeared to). 

If not, please can you advise me what to say if I try to call again? And which team to speak to? 

I've already made four calls about this, so it would be super helpful to know the right language to use and how to get it escalated. 

Thanks

Paul

[Peter_W]

I'm afraid I don't have access to your account myself @PauloPT, but there should still be a path for getting your options with this fully investigated. 

I'd initially get back in touch with customer care, and highlight the fact that you've used this service in the past and the experience you've had. 

If you have no further success you can follow our escalation process and request to make a complaint, and here we will ensure we've done all we can to look over the options available.

You can find details of our full complaints code of practice here:

EE Complaints Code of Practice - March 2024

Peter

[PauloPT]

Ok, thanks @Peter_W . 

I already did highlight that fact previously when trying to convince them to remove the 'you can't have it' flag. 

But I will try again. 

Are you able to shed any light on the mechanism by which an account would be marked as not being able to have HD Boost? 

[Peter_W]

I'm not 100% sure on if there's a specific flag that blocks this from being added on @PauloPT.

As I mentioned we have recommendations for minimum speeds to ensure you're able to get the most from this service. 

I can't personally say what the rules for bypassing these recommendations would be, but if you were to follow the complaints process I outlined, we'll be able to ensure we've done all we can.

Peter

[PauloPT]

Ok, thanks @Peter_W 

[Kenwater48]

I am having problems viewing all of the games on Sky Sports +….only 1 game is shown as being able to be viewed. Did not have this problem before switch over from BT to EE….can you advise..

I have rebooted done factory reset etc,,,,

[zulu17]

@PauloPT  just a few observations .. I have no access to accounts. 

The Full Works TV package itself includes the HD addon within the package . If your broadband speed is  deemed insufficient for HD then they should not have been able to offer the Full Works package. The fact they did and the speed you quote  should mean that you should  have  capability to have HD if you wish. Only the Full Works package includes the HD  addon automatically. If you switch to or take one of the other packages the HD addon or the combi HD/Now Boost has to be ordered as a optional addon (ie the extra £6/month on your package).  Just to say there is also an HD/4K add on available that is provided as an alternative to the HD addon which would have a minimum broadband speed requirement that you don’t reach.

So I believe that EE should be able to offer you the option to have the HD addon installed indeed as you have opted for Big Sport it should be the combi HD/Now Boost addon  at the standard price  ( £6). That should give you the EE TV EPG channels in HD  for TNT Sports and Sky Sports, It would also give you the benefits of Now Boost when using Now app to view Sky Sports on demand and streamed content. Discovery + HD content would be available on theat app with Big Sport package (ie without needing the HD addons).

I would suggest contacting EE and requesting the combi HD/Now Boost addon to your (Big Sport) Package.

You ought to be able to control addons to your TV Package via the EE app (if on EE broadband). Whether the  New EE ordering systems are yet able to fully manage all scenarios  is questionable as it still seems a bit of work in progress. 

Sometimes EE/BT seem to have a habit of restricting how frequently changes can be made . . I wonder whether that is the real reason that your request for HD to be added isn’t proceeding.