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BT Sport App NowTV 4K/HDR

LeafCutter — Sat, 27 Feb 2021 23:15:10 GMT

Recently upgraded my mother's BT TV package to VIP and use a NowTV box on a 2nd TV using the account however the ' Device Checker' is stating her account is not setup for 4K or HDR and that an upgrade to BT Sport Ultimate is required, this setup used to work just fine on my old BT account.

Spoken to BT via web chat and they don't seem to have a clue so any advice would be appreciated.

Thanks in advance 👍

Re: BT Sport App NowTV 4K/HDR

JohnC2 — Mon, 01 Mar 2021 15:12:36 GMT

Hi @LeafCutter welcome to the forum and thanks for posting.
Does your mother's broadband have a minimum guaranteed speed of 44Mbs or above?

Cheers
John

Re: BT Sport App NowTV 4K/HDR

LeafCutter — Mon, 01 Mar 2021 15:51:05 GMT

Thanks for the reply John,

Yes her broadband is faster than 44Mbps on the downstream, I believe the issue is with her BT ID account.

Using the 'Device Checker' (within the BT Sport App) I can see her account is not setup for BT Sport Ultimate when it should be as we upgraded to BT TV VIP.

Re: BT Sport App NowTV 4K/HDR

DarrenDev — Mon, 01 Mar 2021 15:54:56 GMT

The VIP package comes in 2 flavours behind the scenes - HD, or 4K. When ordering VIP, you'll be given HD or 4K depending on the speed of the broadband line at the time. If the line wasn't at a stable 44Mbps at the time, then the account will have been put on the HD package.
If you're confident that the line is capable, then give us a call and ask to be switched to the 4K version. There's no difference in price, and you won't need to recontract for it. You should be told on the phone straight away if this isn't possible.

Re: BT Sport App NowTV 4K/HDR

LeafCutter — Mon, 01 Mar 2021 16:02:50 GMT

Thanks for the reply Darren.

I suspect we are pushing close to the 44Mbps so that could well be the cause as you've explained.

I'll call up and ask to be switched to the 4K VIP package if it's possible on our broadband product.

Kind regards.

Re: BT Sport App NowTV 4K/HDR

zulu17 — Mon, 01 Mar 2021 16:25:43 GMT

Observation .. irrespective of whether the package is VIP HD or VIP 4K the device checker for the BT Sport App should indicate that the subscription level is suitable for BT Sport Ultimate.

Re: BT Sport App NowTV 4K/HDR

DarrenDev — Mon, 01 Mar 2021 16:30:41 GMT

We deal in subscription codes at this end @zulu17 - so adding the VIP package to an account results in a number of different subscription codes being added to the account that turn on and off certain features across BT systems. I'd need to check the specific account, but I have a strong suspicion that the code that turns on Ultimate in the app is the same code that turns on Ultimate on the set top box.

Re: BT Sport App NowTV 4K/HDR

Brucemeister5 — Tue, 02 Mar 2021 12:11:11 GMT

I had the same issue back in September when I upgraded our BT Sport app to be able to watch BT Sport Ultimate on the Fire TV 4K stick. Having been involved in the trials for this device over the summer, I knew perfectly well that our line speed was capable of delivering, and I was willing to pay the extra £5, as I watch enough football and rugby to justify it.

I was confronted with the dreaded red crosses on our account on the 4K and HDR boxes on my device. Unfortunately it meant that we were paying for the upgrade, but were unable to access BT Sport Ultimate. Despite a couple of lengthy phone conversations with the support team in Newcastle, it seemed that no one had the answer.

I posted on this forum, and Moderator John picked up my issue and was able to get the matter resolved by liaising with the BT Sport app team. John arranged for us to be compensated for the period that we were unable to access BT Sport Ultimate. I was somewhat disappointed to read that another forum member is having a similar experience to the one that I endured last September.

Re: BT Sport App NowTV 4K/HDR

LeafCutter — Thu, 04 Mar 2021 18:56:36 GMT

@DarrenDev - Would it be possible for you to check the account for us?

I have spoken to someone at BT however not sure the issue has been understood and the issue still remains on the account.

Re: BT Sport App NowTV 4K/HDR

DarrenDev — Thu, 04 Mar 2021 19:01:13 GMT

No problem @LeafCutter - send me a DM with the BT ID being used

Re: BT Sport App NowTV 4K/HDR

Brucemeister5 — Thu, 04 Mar 2021 19:39:59 GMT

When our issue was finally resolved, I was told that there was a code missing on our account. As we have never had BT TV, I don’t really understand how this could have happened, as we were simply asking for the BT Sport app to be upgraded to Ultimate. Surely this should have been addressed at the trial stage to ensure that the order process is equally as important as the product itself in being fit for purpose.

Re: BT Sport App NowTV 4K/HDR

Brucemeister5 — Thu, 04 Mar 2021 20:10:36 GMT

It seems that we as customers are able to phone up to upgrade perfectly well. However, when we find that the upgrade has not been executed properly, no one outside of the BT Sport team is even capable of understanding what the issue is, nor resolving it.

Re: BT Sport App NowTV 4K/HDR

DarrenDev — Thu, 04 Mar 2021 20:26:41 GMT

They're complex systems that have evolved over many years @Brucemeister5 with accounts covering every possible combination of subscriptions for many years too. The order process is tested and trialled, but things do occasionally go wrong.
The issue in this post has been correctly raised to the helpdesk who correctly identified that there was an issue that needed to be manually resolved. It has been passed to a busy back end team that will respond within 7 days.
Yes, it's much easier for me to come in here and help out - I live and breathe BT TV and BT Sport 24x7, and have done for many years.
No single person can know everything about every process, product, and system. Our helpdesk do their best to pass issues to the correct teams, but they do still make mistakes. We're constantly trying to do better though.

Re: BT Sport App NowTV 4K/HDR

Brucemeister5 — Thu, 04 Mar 2021 20:47:56 GMT

Thanks @DarrenDev . I really do appreciate what you are saying and, having been part of the trial for the Fire TV 4K stick last summer, I know that you are indeed the very person that you describe. I thoroughly enjoyed being involved in that and can remember the interaction with you and your fellow developers during live matches as we raised issues and you responded to them by displaying a truly awesome level of knowledge and understanding. I’ve had BT Sport since Day 1, and I really want it to be the very best that it can possibly be too.