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BT Sport Expert
BT Sport Expert
259 Views
Message 91 of 102

Re: Community Shield - no HDR?

Hi 4KTVFan - thanks for your passionate post! Please don't by any means think we don't appreciate the comments and feedback put on these forums. We absolutely do!! Contributors like you are vital in getting a feel for our customer experience as well as flagging issues to us we may not have spotted. So please keep it coming!

And apologies if i've given the impression I'm annoyed by genuine feedback. That's not the case 🙂

I'm sorry for the experience you had last weekend. We did have an issue but it wasn't something that we were aware of going into the event and the cause wasn't understood immediately. As such no fixes could be relayed to call centre staff and the only reason they'd have known for you not seeing HDR is that your device wasn't capable. This clearly wasn't correct in your case so really sorry about that.

Please be aware that we have several call centres around the country and hundreds of advisors - by the time we see feedback online/on social media about a problem like HDR, getting a clear message to call centres while we are trying to fix the issue can be a challenge and doesn't always filter to everyone. We should do a better job of communicating for sure.

So to be clear - we absolutely appreciate you guys contributing on these forums and, although occasionally I may seem defensive on why we've done things a certain way, do not take that as frustration at you all posting. Customer feedback is critical to making our products the best they can be 🙂

BT Sport expertKitH
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I am a BT Employee and an expert on BT Sport queries. I am here volunteering my own time to give advice and help, where I can, on BT Sport queries. Go here for more info.
BT Sport Expert
BT Sport Expert
259 Views
Message 92 of 102

Re: Community Shield - no HDR?

Hi DirectorScarf - it's in the pipeline but can't confirm when launch will be just yet. But keep your eyes peeled I would 🙂

BT Sport expertKitH
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I am a BT Employee and an expert on BT Sport queries. I am here volunteering my own time to give advice and help, where I can, on BT Sport queries. Go here for more info.
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BT Sport Expert
BT Sport Expert
257 Views
Message 93 of 102

Re: Community Shield - no HDR?

Hi olgitnorm - that is correct that you shouldn't be seeing HDR. Only 4K TV customers at present get Ultimate. However, we hope to broaden the base who can purchase Ultimate in the future so keep your eye out 🙂

BT Sport expertKitH
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I am a BT Employee and an expert on BT Sport queries. I am here volunteering my own time to give advice and help, where I can, on BT Sport queries. Go here for more info.
Kendo88
Aspiring Contributor
195 Views
Message 94 of 102

Re: Community Shield - no HDR?

If I had an EE 5G Smart Plan with BT sport HDR as a swappable, would I get the HDR (ultimate) on my Apple TV (providing I’m paying the extra £5 for large screen access) or would it be ultimate only on mobile?

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BT Sport Expert
BT Sport Expert
191 Views
Message 95 of 102

Re: Community Shield - no HDR?

Hey Kendo88! If you've paid for large screen then yes you will get Ultimate on your Apple TV, which is HD HDR at present.

BT Sport expertKitH
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I am a BT Employee and an expert on BT Sport queries. I am here volunteering my own time to give advice and help, where I can, on BT Sport queries. Go here for more info.
stereohaven
Aspiring Expert
171 Views
Message 96 of 102

Re: Community Shield - no HDR?


@KitHwrote:

Hi olgitnorm - that is correct that you shouldn't be seeing HDR. Only 4K TV customers at present get Ultimate. However, we hope to broaden the base who can purchase Ultimate in the future so keep your eye out 🙂


Hi @KitH 

Can you just double check that as I am not a 4K TV customer but could access the BT Sport Ultimate HDR stream on my Apple TV 4K. 

I am only a Max HD customer on TV.

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BT Sport Expert
BT Sport Expert
152 Views
Message 97 of 102

Re: Community Shield - no HDR?

Hi Stereohaven - do you have access to Ultimate channel on your BT TV box?

BT Sport expertKitH
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scointer
Recognised Expert
151 Views
Message 98 of 102

Re: Community Shield - no HDR?

Message 38 in this thread states -

 

The right entitlement means either they pay for a BT TV Max 4K or Max HD package, they're an EE 5G customer or an EE customer with a HDR bolt-on.

BT Sport Expert
BT Sport Expert
142 Views
Message 99 of 102

Re: Community Shield - no HDR?

That is correct. Max HD customers also get access to HDR. @olgitnorm is an app only customer so won't receive it.

BT Sport expertKitH
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I am a BT Employee and an expert on BT Sport queries. I am here volunteering my own time to give advice and help, where I can, on BT Sport queries. Go here for more info.
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scointer
Recognised Expert
124 Views
Message 100 of 102

Re: Community Shield - no HDR?

@KitH You need to be a bit clearer.

 @stereohaven will get HDR even though he doesnt get the ultimate channel on his BTTV stb because he gets the maxHD package (which doesn’t include the ultimate/4K channel).

You need to stop saying only people with the 4K/ultimate channel on their stb will get HDR because people with the maxHD package will also get it (and of course EE 5G customers).

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