This topic

Confusion re potential TV upgrades

homerhotspur — Tue, 21 Oct 2025 17:45:28 GMT

So, I have a contract until July 2026. Fibre 2 plus entertainment tv( Netflix and Now). Thought I would check what offers were around and was considering adding TNT Sports. So, I started the process and 3 things struck me. First the package I was offered ( entertainment plus TNT Sports) only included Netflix( with ads, unlike what I have now) which seemed odd and there was no package with Now TV included ?? Second, there was an Asterix and a message stating that if I took this package I would need to upgrade my broadband -?? and, finally, it told me that I would be getting a new EETV Box ( and lose any recordings).

Can anyone explain what is going on here as I am getting increasingly confused by the whole EE/BT situation and why do I need different broadband for the sports package and why has Now TV not been offered.

thanks

Re: Confusion re potential TV upgrades

zulu17 — Tue, 21 Oct 2025 21:06:02 GMT

Hi @homerhotspur

A few observations.. and they are only observations

i suspect you currently have NETFLIX Basic bundled in with your current EETV package. NETFLIX have withdrawn that particular package and EETV now offer a different NETFLIX subscription when you take our a new EETV package.

See https://community.bt.com/t5/EE-TV-YouView/Netflix-EE-TV/td-p/2397566

The EETV Entertainment TV package is the one that includes the NOW Entertainment channels.

Unless you flex your current EETV package which effectively means changing it at standard pricing but retains your current broadband minimum period , taking a offer for a new EETV minimum term TV package would typically require your broadband contract to renew or extend for 24 months . If your current broadband contract is not a current product they might expect you to upgrade to a current product.

If you currently have a Box PRO there should not be a need to swap boxes. If you have an older (Humax) BT box then they should offer you a loan EE TV Box if you are starting a new package.

Also some BT offers seem to point customers to EE broadband. Note EETV packages on EE broadband do have different to EETV packages on BT Broadband,

A right mess which noone in BT Group seems to be addressing.

Re: Confusion re potential TV upgrades

homerhotspur — Wed, 22 Oct 2025 14:21:55 GMT

Thank you. Yes, a lot of those points sound logical. I still haven't grasped what the whole BT/EE differences mean and, no doubt, when my contract ends this will again raise its head. I haven't got a pro box. I still don't understand why the suggested upgrade is to lose Now TV if I want TNT sports. I think I will sit tight for now and see what is happening next year.

Re: Confusion re potential TV upgrades

homerhotspur — Wed, 22 Oct 2025 14:31:56 GMT

Although !!

I just went back on and acted as if I wanted to swap/flex my current package ( entertainment) to the only TNT sports one available ( TNT + Netflix with ads) and I noticed that it ,plus all the other 3 swapping options all said I would need to upgrade my broadband for this package so ??? where is the easy in- contract flexibility

Re: Confusion re potential TV upgrades

zulu17 — Thu, 23 Oct 2025 21:57:59 GMT

@homerhotspur Such problems have been experienced before by customers when looking to flexing their TV packages. It really is not acceptable if this is still ongoing.

Re: Confusion re potential TV upgrades

Lesley_W — Fri, 24 Oct 2025 10:35:15 GMT

Hi @homerhotspur

Thanks for coming to our community.

I'm sorry to hear you have had this experience when looking to add something to your package. I assume this was when you were logged into your online account and looking at options and not with a guide over the phone?

Can you tell me what option you selected on your account to look at the options?

Lesley

Re: Confusion re potential TV upgrades

homerhotspur — Fri, 24 Oct 2025 12:29:04 GMT

I would have been on manage my tv products and then swap current package and then it showed the 4 options I mentioned.

Re: Confusion re potential TV upgrades

Peter_W — Fri, 24 Oct 2025 17:34:21 GMT

Thanks @homerhotspur.

So we can be sure on this one, I'd definitely recommend giving our team a call, so they can check the upgrade options available at our end, and also make sure that your account is set up as it should be too.

Peter

Re: Confusion re potential TV upgrades

zulu17 — Sat, 25 Oct 2025 10:05:49 GMT

@homerhotspur if BT are not enabling you to flex your EETV flexible TV package within your minimum term, then you have a strong case for claiming that is a material change to the contract you were sold. So you probably have a strong case if you wish to pursue a formal complaint.

That said whether the flex options at standard pricing would actually be appealing is debatable but then the company should provide those options for you to make your choice.

Re: Confusion re potential TV upgrades

homerhotspur — Thu, 06 Nov 2025 09:52:26 GMT

Thought I would update on this.

Had a long text chat conversation with someone who it turned out couldn't help me at all and seemed as confused by me by it all. We then got cut off by a BT technical fault but continued e mailing where he suggested I phone customer services.

Phoned CS this morning and spoke to a very nice chap but it soon became clear he didn't really want to help me switch simply from Entertainment to Sport and just rattled on about changing me to a new EETV and Broadband package instead. I stuck to my ground that it was meant to be simple to change every month via my account but it was clear he wasn't interested in that at all. I eventually prised out of him that I could do it for £23 at which point I decided to have a further think about it. It then took quite an effort to end the call like that without him desperately trying to get me on a full fibre EE Broadband package which would be £4 less than we currently pay ,but I told him I didn't want to do anything today, I was just hoping to get a simple price to switch my TV package. He still tried to arrange a call back and went on about EE mobile before I managed to get away.

As I say nice chap, but just a massive sales pitch to get a simple answer to a simple question which should be easily available on my options online but clearly BT do not want it to be.

Re: Confusion re potential TV upgrades

Brucemeister5 — Thu, 06 Nov 2025 10:31:38 GMT

@homerhotspur I think it is quite disgraceful that you have been subjected to that treatment. It was the case( maybe still is ) that you were not able to flex packages when you entered the final 3 months of your contract and would need to speak to CS. However, that clearly does not apply to you. BT/EE are supposed to be part of the same company and CS agents only being interested in trousering commission for switching customers to a new EE contract is unacceptable. If I were you I would follow the advice of @zulu17 and consider making a formal complaint. I ended up going down that path myself when I was harassed when I phoned to renew our contracts almost 2 years ago now.

Re: Confusion re potential TV upgrades

chrisjp — Thu, 06 Nov 2025 12:30:24 GMT

"As I say nice chap, but just a massive sales pitch to get a simple answer to a simple question.."

All BT/EE's customer "service" agents are on commission to upsell anyone who calls them about anything, so I think you've experienced pretty typical behaviour. They are all salespeople and not service people at all.

Re: Confusion re potential TV upgrades

homerhotspur — Fri, 07 Nov 2025 13:04:28 GMT

Well, a final update ( I hope).

I decided I would switch my package to Sport from Entertainment.

I steeled myself and armed with yesterday's onslaught of offers etc and, more important, the actual price for the package I wanted, I phoned CS.

I immediately announced what I wanted to do and what I didn't want to do, mentioning her colleague had tried to upgrade me to numerous things yesterday. I said I knew I could upgrade to a much faster speed at less cost but I had no interest in looking at that now. The young lady clearly was still getting selling prompts on her computer and did make a few efforts to interest me in the same stuff but she fairly quicky realised I was determined to stick to my ground.

So, mission was accomplished although it really shouldn't be so hard to switch tv packages which it was said could be done monthly via your account. A bit disappointed not to get HD as I think they gave it me for free last time and the chap yesterday suggested it was included. To pay £6 a month for that is pretty steep.

I will now go and see what offers Now TV are giving independently as they are often pretty good.

Re: Confusion re potential TV upgrades

Hunter2660 — Fri, 07 Nov 2025 15:04:14 GMT

One thing to note is the Discovery+ app will stream the Sport up to UHD regardless of what package you are on. Obviously you won't get the Sport in HD/UHD on the Youview EPG, so you can't record, but if you're happy to use the app it's no issue.

Re: Confusion re potential TV upgrades

zulu17 — Fri, 07 Nov 2025 23:12:51 GMT

I believe the EETV package includes HD addon for EE customers taking their current Sport packages but BT customers are required to order and pay additionally for the HD addon. I think the standard price was raised by £3 when this occurred by EE . Subsequently, the standard price was also raised for EETV Sport package by the same amount by BT but without including the HD add-on included.

Re: Confusion re potential TV upgrades

Kodikid — Sat, 08 Nov 2025 00:44:41 GMT

Paying extra for HD is ludicrous