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.

[Alex_H]

Hi @Steve472,

Welcome to the EE Community

I am sorry you are having an issue viewing HD content, if you have not already please give us a call on 150 from an EE mobile or 0330 123 1105 from any phone so our TV team can take a look and make sure your account is all setup correctly.

Alex

[DarrenDev]

@Steve472 as a Sport subscriber, the £6 HD add-on only applies to your Sport subscription.  I can see that the TNT Sports HD channels are available to you.

You've then also bought the Now TV Sport add-on.  As this is an add-on rather than part of your main package, I'm afraid the HD add-on doesn't apply to it.  You'd need to ALSO buy the Now TV HD add-on (another £6), to get that in HD too.

Alternatively, you can upgrade to the Big Sport package, which would combine your TNT Sports and Sky Sports into a single subscription, at which point the single £6 HD add-on would apply to them both.

[JP087]

Hi Darren,

further to my post above I’ve added now boost but it’s not giving me TNT sport in HD, I should be getting both for £6 as a big sport customer.

can you swap the boost for HD which will give me both? Every time I phone I have to give up as the hold times are so long. Even if you can’t do it is there anyway you can get a colleague to do it? Or raise a ticket. I would really appreciate it 

[DarrenDev]

Normally no @JP087 - I can't do it, but I've asked a favour of a colleague.  You should get order confirmation through shortly.

I had to cancel the HD add-on you bought directly with Now TV to allow the order to be raised - it should be added on again when the order is completed.  I can't guarantee you won't be double-charged the £6 this month (once by them, once by us), due to the other HD add-on being ordered directly.

[JP087]

Thanks Darren! Really appreciate it and I’ll phone 150 if there is any issue with the bill. What’s the best time to phone it seems busy regardless of what time I try to get through, last time I got through it took an hour.

[emcguinness67]

Forgive me this minor rant but am I the only one who thinks that in this day and age and extra charge to watch anything in HD is pretty poor? 

HD is now standard picture quality not an 'upgrade' that should require and extra fee. This is just another way to ring a few more quid out of the luckless customer base. 

OK, rant over. 

Thank you.

[DarrenDev]

It's not an uncommon opinion @emcguinness67 , but if HD were included as standard, the base subscription price would just need to be increased.  At least this way, customers have the choice.

[EddG]

That could be a justifiable proposition, if 4K was available on half the channels Sky has, or even the on demand content.  But the HD & 4K options on EE vs Sky is a bit like night and day.  Hopefully it'll catchup sometime.  But ultimately thats a gripe for your product teams to think about, rather than the dev side!

[Midnight_Voice]

@DarrenDev 

What percentage of EETV customers run without either HD option?

[emcguinness67]

I wonder how much more it costs to run a HD broadcast feed as opposed to an SD one?