Upgraded but can't access UHD channel

[bradt2k3]

I recently upgraded to the Max HD package which at the time said it included access to the UHD channel so I also ordered a Youview UHD box. On setting it all up the UHD channel doesn't work. Rang up and was told it's on the Max package and not the Max HD pack! Talk about confusing. Then I got told it was a fault so got transferred to India and that didn't help either! When I log into my account it says my TV package should include this channel so I'm confused. Lack of clarity from BT yet again. I was hoping to watch the North London Derby on it tomorrow but can't see that happening now!

[NeilO]

@bradt2k3 The Max HD plan doesn't come with the BT Sport UHD channel included. It's normally offered to customers who don't have a fast enough connection for the Max package.

What broadband speed are you getting?

[bradt2k3]

Ah right. I'm currently getting 47mb. I'm on Infinity 2

[bradt2k3]

Is there a reason why when I log into my account and under My TV with the details of my TV package it says 'access to the UHD channel'? I've currently wasted £50 on a uhd box for nothing

[colin38]

Hi.

Although I don't have a 4k UHD TV.

My package says the exact same.

BT TV Max HD

Up to 80 Freeview channels

50 Premium entertainment channels which includes 9 Kids channels and access to the BT Ultra HD channel

Watch TV on the go with BT TV App

Catch up on the best shows with BBC iPlayer, ITV Player, 4oD and Demand 5.

I would of done the exact same as you and ordered a BT Ultra HD box.

Very Confusing. They want to get this sorted.

Colin.

[bradt2k3]

I agree. I got no answers on the phone, I was told it must be a fault but even the faults department said everything is OK their end so all in all a waste of 1hr on the phone and I'm still no better off! I always find communication with BT hard work when something goes wrong

[ozsat]

I went through all this - the website let me upgrade my subscription to UHD and order the UHD box.

After two months of it not working they gave up saying there was an error on the website and UHD should never have been offered.

[bradt2k3]

That doesn't give me much hope for success then. They don't seem bothered. Tempted to cancel and just get SkyQ

[bradt2k3 · Accepted solution]

UPDATE

The complaints department rang me and said after doing some tests on my line it turns out that it's just not quite fast enough for UHD even though I'm on Infinity 2. Admitted that it should have been made clearer before ordering the package + UHD box and agreed to refund what I paid for the box. I'm happy it's been clarified eventually, I just wish BT would make things clearer when it comes to things like this. I'll just have to settle for HD for the time being!