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...

[Katie_B]

Please be sure to keep us updated once you receive it @Rhi83. 

Katie

[Rhi83]

I received it months ago and still no Sky Sport HD

[Katie_B]

Oh my apologies @Rhi83. 

Did our customer care team confirm your account is set up correctly?

Katie

[Rhi83]

I've not been given any reason or explanation why it doesn't work. I've
just been told they'll look in to it, or try a new box but still nothing
has worked.

[zulu17]

Your experience  isn't what should be occurring . If and there may be reasons why the customer  service teams cannot resolve issues they should have procedures and  routes to refer and escalate to other teams  AND procedures  in place to keep you informed of progress.   Your experience indicates  that despite the good intentions  of many of the support people in this case the customer  is having to so all the legwork.

Are not the community team  able to refer your case to either a TV expert or to the Executive  Complaints  team  ?

[Katie_B]

Hello @Rhi83. 

I would love to look into this further for you. 

When you have a moment please check your community inbox. 

Katie

[Carljaymz]

Mines doing the same as was fine few days ago but now carnt watch bt sports or sky sports hd says I have to buy it but i already ahd hd sports and bt sports 

[DarrenDev]

@Carljaymz the HD add-on was removed when you added the Now Cinema pass on Sunday evening.  You can add it again on My BT.

[Carljaymz]

Hi i have tried adding the hd channels again for my sports but no luck

[DarrenDev]

What do you mean by no luck?

I see you raised an order to cancel Sky Cinema, but don't see HD being added on again?