Confusion re potential TV upgrades

[homerhotspur]

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

[zulu17]

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 NETFLIX have withdrawn that particular  package and EETV now offer a different  NETFLIX  subscription  when you take our a new EETV package.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.

[homerhotspur]

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.

[homerhotspur]

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

[zulu17]

@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.  

[Lesley_W]

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

 

[homerhotspur]

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

[Peter_W · Accepted solution]

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

[zulu17]

@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.

[homerhotspur]

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.