What is wrong with the EE Entertainment package HD programs?

[Alanplatt]

I cannot get any of the Sky HD channels that are included in my contract. What is going on. I can cancel from tomorrow. Totally fed up with EE so far.

[DarrenDev]

@megregma you have the Sport package, with the Now Entertainment add on.  You're paying £6 a month for the HD add-on, which gives you access to watch TNT Sports in HD, however if you also want to watch Now Entertainment in HD then that requires the additional Now HD add-on at an additional £6 a month.

Total: £25 (sport) + £9.99 (Now Entertainment add on) + £6 (EE HD) + £6 (Now HD) = £46.99 (at standard prices)

If you switched to the Entertainment package, and then added TNT Sport as an add-on, then you'd only need to pay a single £6 charge for HD to cover both.

Total: £20 (Entertainment) + £20 (TNT Sport add on) + £6 (Combi HD) = £46 (at standard prices)

This doesn't take into account any deals you may already have, and therefore you're best calling the helpdesk to get actual prices.

[Mr-Mogwye]

Hi,

My current sports and HD package is OK.

However when some commercial breaks appear, some of them have no sound (I wish they all had no sound) that’s OK but the original programme I was watching, then follows on with no sound too. I have to select either an up or down channel (which has sound on) and go back to the original channel to get the sound back ??

KR.

Don.

[DarrenDev]

@Mr-Mogwye the other replies weren't to you.

Regarding your sound issue - I'm guessing you're connected up to a surround sound system?  I've not heard any other reports of this issue, so it sounds like it just affects your setup - I'm guessing your system doesn't like that the signal is switching back and forth between stereo (for the ads), and surround (for the main programmes).

[Mr-Mogwye]

OK, I will investigate later today.

KR.

Don.

[Mr-Mogwye]

Hi,

Contrary to my earlier reply today.

I have just checked my TV Channels and ONCE AGAIN All my Sports HD Channels are NOT working from Channels 438 to 449.

What on earth is going on, I am losing the will to live, I am caring for my dear old wife of 87 years old and I am constantly having MAJOR problems with someone at EE continually switching the HD Channels off.

Please rectify ASAP and please advise.

KR.

Don.

[DarrenDev]

@Mr-Mogwye I don't know who you previously spoke to, but all they did was add HD to your Now TV account.  It wasn't added to your EE account, so when it came to billing day, it was automatically removed.

In order for this to be fixed, your account needs to be corrected - the "EE HD" add-on needs to be removed, and the "Combi HD" add-on should be added instead.  Unfortunately this isn't something I can fix for you. 

[Mr-Mogwye]

My account already has Sky sports HD attached to the package, I have been paying for HD since my early days at GT.

Please ensure these are switched back on, someone seems to have it in for me by continually switching the HD channels of.

Please forward to the correct dept. I SPECIFICALLY NEED THIS FOR F1 HD tomorrow.

KR.

Don.

[DarrenDev]

It doesn't @Mr-Mogwye - your account has the wrong HD add-on applied, so it hasn't enabled Now Boost.  It may have had the correct add-on when you were with BT, but when the account was migrated, it was swapped with the wrong product - this is a common fault.

I've manually added it back on to make sure you don't miss out on the F1 tomorrow, however if you don't call us to correct the account, it will be automatically removed again next month.

[Mand-Ray]

Wow EE customer service is dire…after numerous phone calls with so many different people,  being told it’ll be fixed within days…all I want is to have what I’m paying for, cannot access any of the channels I’m paying extra for on the TV guide only via the Now app, it still saying no subscription contact you need to set up …so because of this I can’t record these channels via the guide , there’s no subtitles as hubby hard of hearing…all I want is what I’m paying for …makes me angry that I’ve left Sky for this diabolical service. Fed up is not the word. On the phone again today..come on EE pull your socks up..

[DarrenDev]

Sorry @Mand-Ray - that's your account now fixed.