This topic

New Entertainment Package

Arthur_Brayne — Mon, 26 Sep 2022 15:47:44 GMT

I've just had FTTP installed and as part of the deal I negotiated I signed up to the new Entertainment package - the one with Netflix and Now, etc.; previously I had the old Entertainment package with Now, AMC.

FTTP was installed today and everything's working OK but when I checked my products on MyBT it appears I still have the old TV package, i.e., no mention of Netflix. I've had a load of emails today telling me DV's up and my broadband's been upgraded, etc. but nothing about my TV package - I'm starting to think BT didn't change the package despite agreeing that with me. Should I have had something to tell me how to log into Netflix?

EDIT: MyBT has just updated and it's quite clear that I don't get Netflix but can upgrade which will cost me more than I agreed with the agent originally.

Re: New Entertainment Package

garybs29 — Mon, 26 Sep 2022 17:47:35 GMT

If your order conformation specifically states the new package I'd give it up until midnight (cut off for package updates) & if still not working tonorrow give BT a call

Re: New Entertainment Package

mispeltyuoth — Mon, 26 Sep 2022 18:23:25 GMT

The order confirmation just says

but both the old & new packages are called 'Entertainment' so I thought I was getting the new version as that's what I agreed with the agent.

Re: New Entertainment Package

ney — Tue, 27 Sep 2022 06:30:58 GMT

Sometimes depending on who you get on the end of the phone, BT customer service can be a hit or a miss.

Over 18 months ago when I renewed my FTTC I agree with guy on phone for FTTC 2 at the same price as FTTC 1 with halo 1 as it was then and and was put on FTTC 1 and had to phone BT again and after 10 mins on phone and two BT guys later got the deal I was offered in the first place.

I had to also say I had been looking elsewhere for my FTTC.

I would give then another phione.

Darren

Re: New Entertainment Package

Arthur_Brayne — Tue, 27 Sep 2022 09:06:20 GMT

A quick phone call and all sorted satisfactorily - although, even the agent I spoke to seemed confused as to how a new Entertainment package had been set up with no Netflix 🤔

Re: New Entertainment Package

Arthur_Brayne — Fri, 30 Sep 2022 19:31:16 GMT

So now, without telling me, BT have removed HD from my BT Sport package and want to charge me an extra £6 per month. Frankly, I'm getting pi**ed off with this - what seemed like a decent deal when I renegotiated it is turning into a pile of **bleep** and I'm seriously considering complaining to Ofcom because I think BT have deliberately misrepresented everything they offered. To get back to close to what I had previously is going to end up costing me more.

Re: New Entertainment Package

ney — Sat, 01 Oct 2022 08:20:32 GMT

£6 for HD seems a bit much as Now HD Boost is only £5.

I bet BT are changing more to include 4k that not everyone wants.

When I used to have BT TV I used to get charged £5.25 for HD Boost to include 4k even though I did not need 4k as dont have any 4k TVs.
BT are just at it.

I would put in a complaint in to BT first before contacting Ofcom.

I had Entertainment, Sky Cinema and HD Boost.

BT tried to get me to stay with BT TV and said if I move direct with Now I would not be making any savings and would lose the AMC channel. Told them I hardly watch AMC and was moving.

I now get same direct from Now with discounts.

My BT FTTC contract is up in in next 5 months. So I going to look at all my options then.

FTPP is coming to my area in the fist half of next year as well.

Have not decided if I will stay will BT for Fibre or move elsewhere. I have been with BT for internet for well over 20 years. As a

tough I mostly happy with BT there seems to be better deals elsewhere for similar broadband packages that BT are offering.

Darren

Re: New Entertainment Package

Arthur_Brayne — Sun, 02 Oct 2022 10:47:12 GMT

Like you @ney I've never watched AMC - to me everything on there is absolute tripe - but I wanted BT Sport (primarily for the rugby) so had to stick with BT.

According to the email I received after agreeing the new package, this is what I'm supposed to have

but I can't get HD channels anymore and when I checked on MyBT this is what it shows

So they seem to want to charge me £6 for something I'm supposed to be getting already - albeit for £5.70 (I do have 4K TV and the sport is so much better in HD.

The trouble is, because the only way to complain to BT is on the phone and half the UK are doing it at any one time it takes ages.

Re: New Entertainment Package

ney — Sun, 02 Oct 2022 11:05:04 GMT

@Arthur_Brayne I would give BT online web chat a try and tell them that Now Boost is only £5 a month and that you dont what it with 4k just the HD.

Also show them the email you was sent.

BT seem to want everyone to have 4k with the HD Boost at an extra cost even if you don’t need 4k.

I would also tell them you are not very happy and ask to put a complaint in.

In my experience BT are not always good enough that looking in to customers complaints and after a few week try and close the complaints.

As what happened to me a good few years ago when I had a minor broadband fault that went on for a few weeks. Before it finally got tied and my BT router replaced.

Re: New Entertainment Package

Arthur_Brayne — Sun, 02 Oct 2022 15:15:48 GMT

So, I went on web chat and, after explaining everything and BT checking my account, this is the response I got (and - the bit in bold - don't really understand)

"Thank you for your time and patience, we see that as the subscription is not HD supported so that is the reason it was cancelled.

We'll advise you to speak with values team on 0800 783 1401 / 0800 800 150 and they will get this sorted from their end, they are available between 8am - 9pm Mon to Fri 8am - 8pm Saturday 8am - 8pm Sunday

I will mention the details of our conversation on your account so they are already aware and you don't have to repeat yourself at all."

As far as I can see BT have somehow managed to screw the whole thing up and I now have no clue what package I have. A formal complaint is on its way.

Re: New Entertainment Package

ney — Sun, 02 Oct 2022 19:56:47 GMT

You best calling the number with 150 at the end as you will get though a little quicker and may get someone from the UK. Last twice I have gotten someone from the Newcastle area on the phone.

Although live chat online is fine and can sometimes help. Its at times better to phone but even then it can be a hit or miss.

Re: New Entertainment Package

zulu17 — Sun, 02 Oct 2022 21:32:41 GMT

From reading this thread I speculate the following may have occurred.

Your existing old style Entertainment package was continued the Hd/4k addon quoted originally seems to be not at the current standard rate (£6) that would be applied to a new package.

When you later contacted BT about NETFLIX inclusion it looks like BT may have stopped the old style Entertainment package which would have also automatically ceased any addons (eg the HD) that were attached to the original package. Looks like they may have then swapped you to the new Entertainment package with NetFlix basic but without adding any addons (ie HD).