Teething troubles with NOW TV Netflix etc

[Romney1]

Ok so not the best start. But I haven't reached the end of my tether yet.

Can anyone help with fault code btp-11195c.

I can't access any of the add on subscriptions I have been billed for.

[DarrenDev]

Which channels are you missing?

[Romney1]

Basically all the NOW TV stuff.  I can access them on their web player but I just get directed to your call centre with the fault code when I try and access through the new box.  All the FTV channels are streaming fine and the internet is good.

I was also promised a Netflix subscription by Sales but that seems to be non existent.

[Romney1]

Been told its a technical fault at your end?

[DarrenDev]

You've taken out the Big Sport subscription, so only have access to the sport channels in SD - Netflix isn't included, and I can't see it added to your order.

I've fixed the Now TV channels from the TV Box though - they should now work.

[Romney1]

Thanks Darren. Some progress! I now can view Sky Sports. (although I think i will have to boost the HD a bit)

However my first bill clearly states I am paying for the Big Sports and Entertainment, which I think should include Netflix?

[Romney1]

Although no sign of entertainment on My EE. It also says I'm paying 9.99 for Big Sport so something isnt right.

[DarrenDev]

The "Entertainment" on your subscription is actually directly from Now TV - i.e. it has been added to your Now TV account as a Now TV add-on, not an EE TV add-on.  It therefore only provides Entertainment access within their app, not the EE TV Entertainment package.  To get all the benefits of both the Entertainment and Sport packages, you'd need to upgrade to the Full Works package - I'm not sure how the price for this would compare to sticking with the Big Sports package and then adding the Now TV Entertainment and Netflix add-ons to it.

The £10.16 charge for Big Sport was to cover the period from July 31st to your billing date on August 7th.

Your best option would be to call the helpdesk to see what the different package combinations would cost you.

[Romney1]

Thanks for your help. It would appear I've been slightly mis-sold. But i shall speak to the help desk