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...

[Adam791]

Hello, I have a similar issue. I moved from BT to EE a week ago. I upgraded the NOW TV package to Boost UHD (£9) via my Firestick/ Amazon account. I have access to the UHD channels via the Now TV app, but not through the guide on the EE TV box. Could you advise please. Many thanks, Adam

[Midnight_Voice]

@Adam791 

Unusually, you have Now direct, and not via EE TV. This means that you can get UHD via devices that support it, but the guide on the EE TV boxes is not yet supported for this.

EE TV are working on it, no ETA as yet; but you will never get the Now channels in the guide in any form with a direct Now account; you will need Now via EE TV to do that.

I’m not clear if the box you have is the Pro box or the Apple box; but the Now app on the Pro box, and indeed any YouView box, doesn’t support UHD yet either, even with a direct Now account,

I think the Now app on the Apple box will support it, but you need to have no Now account with EE TV at all, or the logon details for that will keep overwriting your direct Now log on details, which would be inconvenient.

[DarrenDev]

@Adam791 it shouldn't have allowed you to add the Ultra Boost add-on to your EE TV account, but I can see that it has (the first account I've seen with it added) - you've found a backdoor that many many others have been looking for.  As @Midnight_Voice has said though, this won't work from the TV Box Pro or TV Box Mini yet.

[Cmall93]

Hello. I am having similar issues. I have called ee directly several times over the last few days and I am going round in circles. I currently have the big sports package and want an add on that will allow me to watch the HD sports channels via the ee TV guide. I was told it was added twice but nothing changed. @DarrenDev  could you please advise on this as you seem to have solved similar issues for others?

[DarrenDev]

See my reply to your other post here @Cmall93 https://community.ee.co.uk/t5/TV/HD-channels-not-working/td-p/1425483 

[Cmall93]

@DarrenDev thank you for your reply. I will try this and hope for resolution. 

[Midnight_Voice]

@DarrenDev @Adam791 

I see I have jumped to slightly the wrong conclusion by not allowing for the relevant software being buggy 😢

For those who want to try this loophole, I suspect that the trick is to have a third party account for Now and do it that way, and then watch your EE TV Now account via a Now App that isn’t on any YouView box, Pro, Box Mini, or earlier 😛

[Adam791]

Thanks for the replies. Just to clarify- 

I signed into my Now TV app on my Firestick, then purchased the Ultra Boost which is now managed via my Amazon 'Membership & Subscriptions'.

As you said, the UHD channel isn't visible from the Guide, but I can access them through the Now TV app on the firestick/ TV/ phone etc. 

Hope this helps anyone looking for a solution. I'll make the most of it before someone closes the loophole, haha. 

Cheers 

[Midnight_Voice]

@Adam791 @DarrenDev 

Pondering more about this, would I be right in thinking that you originally had Now via Amazon, and that the Now membership was subsequently moved over to EE TV?

As that’s the only way I can see that you could obtain via Amazon an add-on that would operate on Now on EE TV.

So the loophole is rather small, and very few people could exploit it - it would require a Now account that was originally obtained via third party, and maybe it’s just Amazon it applies to.

But it looks like at least some of the rules that Now apply, if you try to modify an EE TV Now account on the Now site, aren’t working when you try to modify that Now account via the third party it was originally set up with.

[Adam791]

It's been a long time since I set up my Now TV account, but originally it was created when I purchased a Now TV box/ dongle. That was probably around 2016 ish. So, no. I didn't have Now TV via Amazon at any point before.

I became a BT Sports customer in 2018 and when asked by BT to create a Now TV account to watch via mobile devices, I used my original account from 2016. This is when  those two accounts were linked. I watched via the Guide and the Now TV apps without any issues for 6 years.

I then switched from BT to EE a couple of weeks ago around the middle of August.

I tried multiple paths to buy the Boost add-on-

• EE TV website and mobile app (Android)
• NOW TV website, mobile app (Android), TV app (LG)
• BT website

None of which would allow me to make the purchase.

Finally, I tried to make the purchase using the Now TV app on a Firestick 4K Max or whatever it's called, and it worked. I had to pay with a card as there's no option to add it to my monthly BT/EE bill.

So, in short - My Now TV account is from 2016 > linked to BT in 2018 > then I switched from BT to EE > then finally, I made the Ultra Boost purchase on the Firestick using the NOW TV App. 

The only limitation is that I don't have access to Now TV in the Guide.

Hope this helps.