HD Boost Provisioning Error

[Walan]

Hi. I am having trouble with HD Boost. The online troubleshooter failed and told me to call. Last time this happened I was on the phone for 2 hours and had to reset my contract. I want to avoid another long call. Can a moderator help fix the provisioning or cancel the boost manually? Thanks.

[imjolly]

the forum MODS no longer have account access so you need to contact BT.  try contacting billing using the message now link and they should help

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[zulu17]

EETV on BT Broadband has an HD/4K addon and a NOW Boost addon. 

Depending upon your EETV package and whether you have the package on BT or EE  broadband , they may be included/may be ordered seperately/or bundled together as one order (when bundled together if on BT Broadband you order the HD/4K and if on an eligible package the Now boost should be applied , if on EE Broadband their order systems I believe require you to order the Now Boost).

There isn't a  addon called HD Boost as far I'm aware.

Unclear from your post as to whether rou are seeking to order an addon or whether you are looking to cancel an exist ing addon you have. 

Either way contacting the customer services who would have account access is the way to go.

[Walan]

I phoned today only to be told that to add HD boost or Now Boost I would need to renew my contract. I declined, I'm on the Big Entertainment package and was wondering do you need another addon say Now or TNT sports to have the HD Boost addon?

[zulu17]

Well the customer service people should know their products . My opinion based upon what you have told me is that they are  giving  you the wrong information. and appear not to understand the products they are supporting. I have some sympathy with them as the HD/4K/Now Boost i products s  are in my opinion very poorly docuumented.

Assuming you are on BT broadband and within your minimum term for the Big Entertainment EETV package. then taking a addon should not require you to renew a contract . Did they give any explanation as to why they couldn't simply supply the addons ?

My advice would be raise a formal complaint.

[Kodikid]

Bizarrely BT can jack up the price mid contract no problem..but any changes you want to make usually means restarting your contract. 

Think BT have a nerve charging for HD when if you buy now boost directly you can enjoy UHD on all the Sky output which EE can't offer. 

To add insult to injury I've never paid more then £4 for now ultra boost. 

My combined monthly bill for Sky entertainment, movies and sport in glorious 4k is £36.

[Walan]

As BT got me to renew my contract as they said over the phone it was the only way to add boost. As after 3 months it's off again and in a email with there support they said 

It’s not possible to add the HD & 4K add-on to your subscription – this was an oversight when the product combinations were first set up.

You can however add Now Boost, which is the same price, and will add HD to all the Now TV channels, which i Tried but as my now tv is billed though ee/bt this wasn't possible and on Now support they said it's only possible to add though the app if paying directly to Now. 

As the contact isn't being honoured would BT allow me to cancel EE TV?

Thank you 

[zulu17]

Again @Walan  you seem ASSUMING YOU ARE ON BT BROADBAND  to be given incorrect information on the addons available so I recommend again raising a formal complaint.  
 

[Walan]

@zulu17 thank you I will be taking your recommendation and making a formal complaint.

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[zulu17]

Unfortunately @Walan  in an ideal world if the state of your account and/or the variouis ordering systems won't allow the normal management of EETV addons  the customer service teams would iniate the forwarding  and escalation of the problem to higher (probably non customer facing teams). That process seems not to be occuring here and given that the forum moderation team do not these days have access to your account they  cannot see any notes or details on why what should be a a straightforward order of an addon is not occuring. The complasintsw process is therefore the only way forward unless the forum moderation team offer to take details via PM to effectively pass it on.