This topic

Cannot view 4k even though I have Ultimate

Christeasdale — Sat, 06 Aug 2022 14:50:54 GMT

So I recently subscribed to btsport for 24 months with 3 months free ultimate.
I have tried to watch the Fulham v Liverpool match today in 4k but can only get HD. I have tried on a Firecube and Samsung tv and both say I can receive 4k and HDR on the device and connection but not the account. I have tried speaking to Bt technical help on the chat and by phone and they first say I don’t have ultimate only Hd but when I say I have the email confirmation they come back and say oh yes you do have ultimate it must be something wrong with your device.
there is nothing wrong with both devices and the issue is obviously a problem with the account or they simply haven’t activated ultimate correctly

I have read previous posts about the account not been set up right with a provisioning error

@DarrenDev

Re: Cannot view 4k even though I have Ultimate

DarrenDev — Sat, 06 Aug 2022 15:03:32 GMT

If the device checker is saying your account isn't enabled for Ultimate then it's definitely an account setup issue @Christeasdale - could you please send me an email to tv.apps@bt.com and include the BT ID you're logging in with, and your BT account number. I'll make sure this is fixed on Monday.

Re: Cannot view 4k even though I have Ultimate

Christeasdale — Sat, 06 Aug 2022 15:23:58 GMT

Thanks just sent the mail

Re: Cannot view 4k even though I have Ultimate

Christeasdale — Mon, 08 Aug 2022 17:40:10 GMT

Hi @DarrenDev. Did you manage to sort this for me?

Re: Cannot view 4k even though I have Ultimate

DarrenDev — Mon, 08 Aug 2022 21:54:01 GMT

Not yet, but I have someone on the case. Our next match on Ultimate is Wednesday night - it'll definitely be sorted by then.

Re: Cannot view 4k even though I have Ultimate

DarrenDev — Tue, 09 Aug 2022 10:20:25 GMT

Your BT Sport subscription is to view it on Sky.

We don't currently offer BT Sport Ultimate on Sky. It was due to be launched last week (for Sky Q and Sky Glass), however a last minute technical fault on the Sky platform meant that the launch had to be postponed. It appears that you managed to order it in the very small window where the web site and order confirmation were active, which is why your email says you can use the red button to access Ultimate.

Even with this launch, the order never included the option to watch Ultimate in the app - it was specifically just via the red button on the Sky Platform. This is why your app is saying you're not entitled.

Due to the unusual circumstances, I've had permission to manually add Ultimate to your app login. This is being processed now.

I don't yet have a date for when Ultimate on Sky Q/Glass will launch.

Re: Cannot view 4k even though I have Ultimate

Christeasdale — Tue, 09 Aug 2022 10:24:36 GMT

Hi
I though by having ultimate you should be able to view in the app in 4k anyway?

Re: Cannot view 4k even though I have Ultimate

DarrenDev — Tue, 09 Aug 2022 10:32:35 GMT

Not with a BT Sport on Sky subscription. The Ultimate add-on isn't currently available for sale with Sky subscriptions, but it was made available for the short window within which you ordered.
Even after the fix on Sky, Ultimate won't be included in the app yet - that's due to come later (for technical reasons).

Re: Cannot view 4k even though I have Ultimate

Anonymous — Tue, 09 Aug 2022 11:48:44 GMT

@DarrenDevwrote:
Even after the fix on Sky, Ultimate won't be included in the app yet - that's due to come later (for technical reasons).

In the app on Sky Q and Glass by any chance...? 😜

Re: Cannot view 4k even though I have Ultimate

DarrenDev — Tue, 09 Aug 2022 12:04:11 GMT

BT Sport will "soon" be added to the Discovery+ app - which means it'll become available via that route on the Sky boxes too. I doubt that includes BT Sport Ultimate though - I don't know yet.
That's all unrelated to the reason why app access isn't being added yet though - the real reason is much more boring.