HD and 4K / Now boost 'confusion'

[Captain]

Hi all,

Seen a few helpful threads concerning this but had a question.

Have just re-contracted to BB, NOW entertainment and TNT sport.  Previously we also had NOW entertainment boost and HD but this seems to now be missing from our subscription (despite clarifying with the agent that 'everything would remain the same' TV wise).  So we now suddenly have no HD NOW channels available from the youview EPG - I get a message saying channels need to be added to my subscription.  And I need to now pay an additional £6 for this.

It seems what has been added to my contract is HD and 4K - but I can see this just seems to be primarily for the TNT sports channels.   Have I got that right?

I could therefore cancel HD and 4K and instead pick up NOW Boost?  The NOW channels are a family favourite and frequently used.  The sport channels are used far less frequently.

Any further details on what the HD and 4K add-on actually covers would be very helpful - as I said, it just seems to be sport and the EPG Discovery channel.

[zulu17]

Entertainment, Big Entertainment and Big Sport subscriptions give the option to select the combi-HD add-on (£6)

• This includes HD coverage across all selected NOW content (including any selected add-ons e.g. Big Ent + Now Sports Membership), TNT Sport where relevant,

[zulu17]

What is your TV package.  ?

If it is Entertainment   (with TNT Sport as addon) then you should get the Now boost  with your Hd/4K addon

If it is Sport (with NOW entertainment  as addon) then you would not have NOW boost included  with your hd/4k addon.

[Captain]

Thank you for the replies.

It seems my package is now TNT sports with NOW entertainment as an add on.  It was previously the other way round.

My conclusion would be to request my tv is NOW entertainment with TNT sports as an add on?

Still in the 14 day cooling-off period.

[Captain]

Well.... called BT this morning and got no further.  I asked if I could swap NOW entertainment as my main TV package and have TNT sport as an add-on.  That conversation ended quickly as I was told I have to add NOW boost as an extra if I want to watch NOW from HD from the EPG.  I mentioned about dropping the sport and I was transferred to the billing department, who are not open today!!  The operative also started to try to get me to sign up for SIM cards.

Surely I should be allowed to adjust my TV arrangements - if I try to do it online it directs me to call BT.  Is not being able to resolve anything just a thing with calling at the weekend?

[zulu17]

Did you have yourTV order input by the BT operative over the phone or live chat   or  did you add it yourself.

If you requested the same package combination as you had  before and the operative has  ordered a different package then BT should  accept that as an error on their part. might take a while for BT to sort out . 

If you ordered the TV pack yourself then  you have the cooling off rights or you could flex your TV pack ( In theory allowable every 30 days) . However flexing TV packs normally allow you to move to packs at standard pricing so if you took out your original pack at a discounted rate you would not retain that discount.

[Anonymous]

This is just a symptom of them rearranging deckchairs behind the scenes ahead of moving all consumer services to EE, with very little reliable information and systems in various states of confusion/change.

I have replicated your order, both choosing Entertainment as a base pack and adding TNT Sport and vice versa. 

It appears to me that there isn't an HD/4K add on any longer, it only refers to HD, which seems logical because if you buy TNT Sport you get Discovery+ Premium app access, which includes up to 4K/UHD HDR when available anyway.

I have the TNT Sport subscription through BT TV but only in SD. I still get access to TNT Sport Ultimate through the TV Guide as well as the app (where I can also watch live in HD). I'm not sure that is supposed to happen, so it just adds to the confusion.

So it appears to me that there is now just an HD add-on and it should cover all NOW and TNT Sport channels in the TV Guide as well as viewing through the NOW app, but doesn't impact Discovery+ because it is up to 4K/UHD HDR by default. 

Screenshot with included spelling mistake. 

The newly renamed "HD" add-on

[Captain]

Thank you - appreciate the reply.

The order was placed over live chat (I was working and my attention was obviously divided and didn't notice the absence of NOW boost - partly why I checked 'everything would remain the same as it is now').

Is there a specific department I would need to call or go through live chat? (is there a possibly a quick way to access live chat - sometimes it pops up, sometimes not when I go to view my products-TV).

The way I'm thinking now is to just cancel the sport so Entertainment becomes the main TV package - it might be easier and save a lot of time explaining the issue to different people.  Unfortunately I can't cancel online at present.

The lack of help today doesn't fill me with confidence.  I'm still in the 14 day cooling off period and was wavering whether to stay or not before renewing.

[Captain]

Thank you Stereohaven - appreciate you doing that. That sounds like where I may end up - having sport in SD (or not at all) and adding NOW Boost. Just a bit frustrating not being able to adjust anything online and the confusion with the order.

[Anonymous]

I think you might be safer having one of the TV team or a mod from here getting involved, especially as you say you have HD/4K showing on your subscription in your first post.

One for you perhaps @David_H ?