Didn't get 4K box with Big Sport package?

[-PaddyB-]

I'll try to cut a long story short: I ordered the Big Sport package and HD/4K add on once, but when my box came, it was faulty. BT sent me a second box, but in that time, the half price deal for the package was introduced. I organised with BT for my package to be switched to this deal, but they said I'd have to return the second box, cancel my current contract, and then re-purchase the package.

I did this, but noticed some strange wording on the page that seemed to emphasise HD, but didn't mention 4K. I got onto live chat, and was told I would definitely be sent an Ultra HD box and qualify for the 4K channels. 

But the new box has just arrived today, and it seems this isn't the case. The last two boxes I had both said Youview on them, and had the Ultra HD lettering underneath. This one just says BT on it. So is it not capable of 4K at all? I really can't find anywhere on my account page that tells me how I could have/would be able to upgrade to access 4K. And really disappointing that I was given false information on live chat that affected my decision.

[Anonymous]

There was an instance on this forum not so long ago where someone asked the same question, the answer then was that BT were out of stock of the 4K box (which is now the default box) and so they were sent a T2100, I wonder if this is the same. You should be able to see the model number from the settings menu

[zulu17]

if you haven’t connected the box  . You will also probably have a sticker on the box exterior which will list the box model number DTR-T2100  or DTR-T4000. 

probably two issues here ... box supplied and the HD or (HD+4K) addon ordered

What is your broadband speed as that might influence whether when you get a 4k box whether the box  will receive the  multicast delivered 4K  channel 433 ?

Also given that there have been some changes to BT offers recently which date did you place the order (the current contract) ?

[-PaddyB-]

It says my model is DTRT2100. It's strange, because I was assured that the Big Sport and HD monthly extra would definitely include 4K, but I can't seem to find reference to UHD on my account details. It specifies that I'm paying for the HD Extra and Now TV Boost, but you'd think they'd mention 4K in there somewhere instead of just HD. But if it's not included, I can't see any option to upgrade to it either.

I'm on live chat now and they're saying it looks like they've sent me the wrong box. 

[zulu17]

I mentioned in my earlier post.

There is an HD addon and a HD+4K addon which is line speed dependent which is why i asked about your broadband speed.

[-PaddyB-]

I have Fibre 1, and the Ultra HD channel worked okay on a box I had previously before I had to send it back, so I think my broadband speed is okay. They're sending me a different box now anyway. It'll just be my fourth one in less than a month, which is a bit annoying.

[-PaddyB-]

So just to follow this up... I got my new UHD box, but now the BT Sport Ultimate channel (433) isn't working, and telling me I need to add it to my package, even though it should already be! Back on live chat again, but anyone else got any ideas? 

[Anonymous]

Does it ask you to press OK? if so do it

[zulu17]

I have mentioned twice already about the HD+4K addon  - that effectively is the indication that channel 433  should be included. You seem to have the HD add-on  not the HD+4K addon so the issue would seem to revolve around why this is  occuring ?

[-PaddyB-]

When I press OK it prompts me to pay the £5 monthly fee. So am I to believe that it's £5 a month for HD, then another £5 a month for 4K? Because when I originally signed up at the start of last month, my package included 4K in the £5 HD fee. And until my box broke, the BT Sport Ultimate channel was working fine.