This topic

HD and 4K / Now boost 'confusion'

Captain — Sat, 14 Oct 2023 15:38:50 GMT

Hi all,

Seen a few helpful threads concerning this but had a question.

Have just re-contracted to BB, NOW entertainment and TNT sport. Previously we also had NOW entertainment boost and HD but this seems to now be missing from our subscription (despite clarifying with the agent that 'everything would remain the same' TV wise). So we now suddenly have no HD NOW channels available from the youview EPG - I get a message saying channels need to be added to my subscription. And I need to now pay an additional £6 for this.

It seems what has been added to my contract is HD and 4K - but I can see this just seems to be primarily for the TNT sports channels. Have I got that right?

I could therefore cancel HD and 4K and instead pick up NOW Boost? The NOW channels are a family favourite and frequently used. The sport channels are used far less frequently.

Any further details on what the HD and 4K add-on actually covers would be very helpful - as I said, it just seems to be sport and the EPG Discovery channel.

Re: HD and 4K / Now boost 'confusion'

zulu17 — Sat, 14 Oct 2023 15:47:26 GMT

Entertainment, Big Entertainment and Big Sport subscriptions give the option to select the combi-HD add-on (£6)

This includes HD coverage across all selected NOW content (including any selected add-ons e.g. Big Ent + Now Sports Membership), TNT Sport where relevant,

Re: HD and 4K / Now boost 'confusion'

zulu17 — Sat, 14 Oct 2023 15:55:38 GMT

What is your TV package. ?

If it is Entertainment (with TNT Sport as addon) then you should get the Now boost with your Hd/4K addon

If it is Sport (with NOW entertainment as addon) then you would not have NOW boost included with your hd/4k addon.

Re: HD and 4K / Now boost 'confusion'

Captain — Sat, 14 Oct 2023 17:46:03 GMT

Thank you for the replies.

It seems my package is now TNT sports with NOW entertainment as an add on. It was previously the other way round.

My conclusion would be to request my tv is NOW entertainment with TNT sports as an add on?

Still in the 14 day cooling-off period.

Re: HD and 4K / Now boost 'confusion'

Captain — Sun, 15 Oct 2023 08:40:17 GMT

Well.... called BT this morning and got no further. I asked if I could swap NOW entertainment as my main TV package and have TNT sport as an add-on. That conversation ended quickly as I was told I have to add NOW boost as an extra if I want to watch NOW from HD from the EPG. I mentioned about dropping the sport and I was transferred to the billing department, who are not open today!! The operative also started to try to get me to sign up for SIM cards.

Surely I should be allowed to adjust my TV arrangements - if I try to do it online it directs me to call BT. Is not being able to resolve anything just a thing with calling at the weekend?

Re: HD and 4K / Now boost 'confusion'

zulu17 — Sun, 15 Oct 2023 09:24:49 GMT

Did you have yourTV order input by the BT operative over the phone or live chat or did you add it yourself.

If you requested the same package combination as you had before and the operative has ordered a different package then BT should accept that as an error on their part. might take a while for BT to sort out .

If you ordered the TV pack yourself then you have the cooling off rights or you could flex your TV pack ( In theory allowable every 30 days) . However flexing TV packs normally allow you to move to packs at standard pricing so if you took out your original pack at a discounted rate you would not retain that discount.

Re: HD and 4K / Now boost 'confusion'

Anonymous — Sun, 15 Oct 2023 09:47:54 GMT

This is just a symptom of them rearranging deckchairs behind the scenes ahead of moving all consumer services to EE, with very little reliable information and systems in various states of confusion/change.

I have replicated your order, both choosing Entertainment as a base pack and adding TNT Sport and vice versa.

It appears to me that there isn't an HD/4K add on any longer, it only refers to HD, which seems logical because if you buy TNT Sport you get Discovery+ Premium app access, which includes up to 4K/UHD HDR when available anyway.

I have the TNT Sport subscription through BT TV but only in SD. I still get access to TNT Sport Ultimate through the TV Guide as well as the app (where I can also watch live in HD). I'm not sure that is supposed to happen, so it just adds to the confusion.

So it appears to me that there is now just an HD add-on and it should cover all NOW and TNT Sport channels in the TV Guide as well as viewing through the NOW app, but doesn't impact Discovery+ because it is up to 4K/UHD HDR by default.

Screenshot with included spelling mistake.

The newly renamed "HD" add-on

Re: HD and 4K / Now boost 'confusion'

Captain — Sun, 15 Oct 2023 09:54:30 GMT

Thank you - appreciate the reply.

The order was placed over live chat (I was working and my attention was obviously divided and didn't notice the absence of NOW boost - partly why I checked 'everything would remain the same as it is now').

Is there a specific department I would need to call or go through live chat? (is there a possibly a quick way to access live chat - sometimes it pops up, sometimes not when I go to view my products-TV).

The way I'm thinking now is to just cancel the sport so Entertainment becomes the main TV package - it might be easier and save a lot of time explaining the issue to different people. Unfortunately I can't cancel online at present.

The lack of help today doesn't fill me with confidence. I'm still in the 14 day cooling off period and was wavering whether to stay or not before renewing.

Re: HD and 4K / Now boost 'confusion'

Captain — Sun, 15 Oct 2023 10:02:34 GMT

Thank you Stereohaven - appreciate you doing that. That sounds like where I may end up - having sport in SD (or not at all) and adding NOW Boost. Just a bit frustrating not being able to adjust anything online and the confusion with the order.

Re: HD and 4K / Now boost 'confusion'

Anonymous — Sun, 15 Oct 2023 10:05:58 GMT

I think you might be safer having one of the TV team or a mod from here getting involved, especially as you say you have HD/4K showing on your subscription in your first post.

One for you perhaps @David_H ?

Re: HD and 4K / Now boost 'confusion'

zulu17 — Sun, 15 Oct 2023 10:27:57 GMT

Nothing to do with EE or Deckchairs @Anonymous just simply down to BT TV existing TV packs and there addon strategy.

Re: HD and 4K / Now boost 'confusion'

Anonymous — Sun, 15 Oct 2023 11:07:31 GMT

Don’t agree @zulu17 , nothing works properly at the moment, everything is in a state of flux.

Re: HD and 4K / Now boost 'confusion'

Anonymous — Sun, 15 Oct 2023 12:02:55 GMT

I also disagree that it's to do with the move to EE - everything BT ever have done for as long as I can remember has been a mess. All that's really changed is the addition of more products, which simply gives them more opportunities to **bleep** things up...

Re: HD and 4K / Now boost 'confusion'

Captain — Mon, 16 Oct 2023 08:43:02 GMT

Really appreciate all the replies here.

Hoping to find some time tomorrow to be in touch with BT to adjust the TV but if there was someone connected to the forum that can assist, that would be an amazing time saver.

Quite annoyed that 1) I was told the TV would remain the same and 2) the person I spoke to yesterday seemed to be more interested in offloading SIM cards....... and to transfer me to accounts & billing on a Sunday (would they know that department was closed?).... 3) I can't adjust any of this online at present.

And the cynic in me is thinking they've added Sports as my main TV package so I have to pay for HD and NOW Boost (well I don't have to, but I'm sure you see what I mean).

Re: HD and 4K / Now boost 'confusion'

David_H — Mon, 16 Oct 2023 09:57:47 GMT

Good morning all, and thanks for the nudge @Anonymous

@Captain I'll drop you a direct message to get some more details and what options are available.

thanks

David

Re: HD and 4K / Now boost 'confusion'

Midnight_Voice — Sat, 07 Sep 2024 13:49:29 GMT

@Anonymous @zulu17

Judging from what BT offered me:-

Your EE TV Extras:

HD and 4K
NOW Boost

HD and 4K is still being offered.

A roundabout way to get the Now Boost I though I had negotiated into the package price offered, though, and another £6 to boot 😢

Re: HD and 4K / Now boost 'confusion'

zulu17 — Sat, 07 Sep 2024 17:35:10 GMT

I notice the subtle change in your signature @Midnight_Voice so when do you get your Box Pro .