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]

Unfortunately we have a system fault which means the wrong HD add-on was added to your account, causing only TNT Sports to be available in HD.

I've manually corrected your account for now, so you should be able to watch in HD straight away.

You may see an order confirmation email in the next 24 hours, which you can ignore.  It'll just be for changing to the correct add-on (same price).

[Royals_gooner]

Hi Darren,

Thanks for the prompt reply - and seemingly very fast & effective resolution, was not expecting that at all - it is appreciated!

[PeterN68]

Hi Darren

My TNT Sports HD channels are not working. Spoke to a Guide yesterday, reset TV Pro box, reset Router. used wifi not network cable etc. and not resolved. Now 'escalated' to the support team - I presume it'll come to you in due course. If you have time ahead of seeing the ticket I'd be grateful.

Thanks

Peter

[DarrenDev]

Try again now @PeterN68 - that should be it sorted.  Yours was the opposite of the previous post, as your Now TV HD channels worked, but all the other HD channels didn't.

[PeterN68]

Perfect - all fixed, thank you. If only everyone had the same sense of
customer service as yourself....brilliant! Thank you

[HulbertFamily]

Hi there, We have been having exactly the same problem. We migrated over to EE from BT  paying £45 for the Big Sports package plus £6 for HD and the sky sports channels on the TV box stopped working in HD. We did this in May and have been paying for a service we aren’t receiving. I made several phonecalls in May where I was passed from department to department for hours with no-one able to provide a resolution. I was promised callbacks which never materialised. This went on for three days and eventually I lost patience, I have tried calling your helpline again and seem to be going over the same ground again. I noticed this forum post and it seemed as if you were acknowledging that there is a system issue and that it can be resolved easily by an EE employee. None of the EE employees I have spoken to on the phone have known about the system issue or how to resolve the issue?

[DarrenDev]

Really sorry to hear that @HulbertFamily - I can see that you called us again this afternoon, and the person you spoke to knew what to do.  Your account is now fixed, before I even got a chance to look at it.

I'll raise this again, to hopefully make sure all agents are briefed.

[HulbertFamily]

After two more phonecalls today I think the issue might be resolved. I was told that although the HD was being paid for it was not an active asset(?!)…On my last phonecall I was told it could be manually activated and I would be refunded the £9 for half the HD channels not being provided for three months. Fingers crossed it will work in the next couple of days? 

[DarrenDev]

The change is instant @HulbertFamily - it should be working for you now.  The issue was that you had the HD add-on for the regular sports package, not the one for Big Sports - so it was only applying to TNT Sports, and not Now Sports.