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Prentistev
Beginner
671 Views
Message 1 of 14

BT Sport Ultra HD Unavailable

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I renewed my contract on 9/8/16 for 2 years. Previously I could access UHD Sports channel.
Everything else is great apart from the BT Sport Ultra HD which tells me to ring up to subscribe, even though it is clearly listed on my bill.

I have spoken to BT Technical Team on 3 separate occasions and followed all instructions. I have wasted 1.5 hours at least of my time and I still cannot access the channel. I have missed a match already because of this. I have reset box and router. I was told by one person that it would take 7-10 days to appear and another that it would be available in 2-3 hours but maybe up to 24 hours. It has now been 27 hours and still no channel.

Can you help??? I don't want to phone again to explain and be told the same instructions.
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13 REPLIES 13
rarmitage124
Recognised Expert
665 Views
Message 2 of 14

Re: BT Sport Ultra HD Unavailable

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Suspecting that you do have the BT Youview UHD box, look here:

https://www.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker

And post your results without your phone number

If my post has been useful, please click on the Ratings star on the left-hand side of the post.

If I have answered your question correctly please let me know by clicking on ’Mark as Accepted Solution' Thanks
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Prentistev
Beginner
661 Views
Message 3 of 14

Re: BT Sport Ultra HD Unavailable

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I have had UHD for 1 year prior to renewing my contract so yes I have that box. Here was me hoping my issue would be solved.

Thanks.
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Prentistev
Beginner
657 Views
Message 4 of 14

Re: BT Sport Ultra HD Unavailable

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Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

High Low High Low
VDSL Range A (Clean) 62 47.2 17.3 11.7 -- Available -- --
VDSL Range B (Impacted) 48.6 28.9 12.6 6.2 -- Available -- --
ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date


Left in Jumper

WBC ADSL 2+ Up to 3 -- 2 to 6 Available -- --
WBC ADSL 2+ Annex M Up to 3 Up to 0.5 2 to 6 Available -- --
ADSL Max Up to 2.5 -- 1.5 to 5 Available -- --
WBC Fixed Rate 1 -- -- Available -- --
Fixed Rate 1 -- -- Available -- --
Other Offerings




Availability Date



VDSL Multicast -- -- -- Available -- --
ADSL Multicast -- -- -- Available -- --
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Prentistev
Beginner
646 Views
Message 5 of 14

Re: BT Sport Ultra HD Unavailable

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Is anyone able to help with this? Thanks.
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Distinguished Guru
Distinguished Guru
627 Views
Message 6 of 14

Re: BT Sport Ultra HD Unavailable

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So presumably you previous had

a) Some form of BT Infinity and call package

and

b)  a BT TV Total Entertainment package (the UHD one)

 

Normally BT regard Broadband/calls , BT Tv and Bt Sport as seperate contracts -

so

 when you renewed  for 2 years - was this just the Broadband/calls package and if so was it the same broadband/calls package (other than price) that you were on previously.

 

Also was there a new or renewed TV contract -

 

your order confirmation(s) should clarify what was ordered.

 

 

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Prentistev
Beginner
619 Views
Message 7 of 14

Re: BT Sport Ultra HD Unavailable

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I have fibre, calls, tv and sports which were all renewed. All confirmed via email. Still no Ultra HD access.
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Dedishe67
Beginner
615 Views
Message 8 of 14

Re: BT Sport Ultra HD Unavailable

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"All confirmed via email. Still no Ultra HD access.", same here 😞

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Moderator
Moderator
597 Views
Message 9 of 14

Re: BT Sport Ultra HD Unavailable

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Hi @Prentistev and @Dedishe67,

 

I'm sorry to hear that you lost your UHD channels when you renewed your contract. I'll be able to get your UHD work again. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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Prentistev
Beginner
588 Views
Message 10 of 14

Re: BT Sport Ultra HD Unavailable

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Thanks @PaddyB I have done as requested so hopefully it will be resolved soon. I'm actually thinking about cancelling. I was VERY reluctant to sign up for a 2 year contract in the first place and wanted to commit to only 12 months. I am still within the 14 day cooling off period. I'm really shocked that there has not been a seamless hassle free transition from old to new contract. It was just supposed to be a like for like service. I have wasted countless hours on this that I won't get back. I hate to say it but although Sky are more expensive I never had any of these issues when renewing a contract. If you were able to offer the same deal for 12 months then that would certainly help me to decide.
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