So long story short - received an email offering BT Max which I accepted. Have my YouView+ UHD box delivered and working. Speed test in BT Player on UHD+ Box says my line speed is good enough for UHD. Router syncs at 55Meg. BT Speed checker always gives between 51-52Meg.
Have been on phone over 6 hours this week being passed around various departments. Have now been told I'm wrong package as my line is only 36Meg??? My line has never been that slow. Have just been told by one a lady in the technical department that if i order Inifinity 2 (I'm on Infinity 1) my estimated line speed will go up and they can switch on the UHD.....
So my router - always syncs at 55Meg
BT Speed Test = always gives 51-52Meg
BT UHD Box Speed Test - "Yes you can have UHD"
Yet still I cannot get UHD apparently, but it's OK to send me a UHD box and 55Meg isn't quick enough????
Solved! Go to Solution.
Oh and at my wit's end as have just finished phone call of 3 hours and 8 minutes whilst I'm passed back and forward around BT....
I had a similar experience except I found out before I upgraded to uhd that the speeds I get aren't good enough (so obviously I didn't bother). Thing is my speeds/sync etc are almost identical to yours. It's a shame really as Netflix uhd/4k is phenomenal on my tv.
Sorry you've been having such a difficult time with your service.
Happy to have a look at this and try assist you with this issue.
If you want to send me you telephone number via PM I can discuss the issue with yourself.
I was told all would be good too - and the UHD box came
It took 5 weeks before they said the line speed was not good enough for UHD - even though the UHD box says the line speed is good enough for UHD.
Who knows? We're able to watch 2 simultaneous Netlix UHD streams in our house, but according to BT the line is not quick or stable to watch a single BT UHD stream?????
And @Gemma_P - the reason I'm given for not getting it is because of the speed returned by the BT Wholesale checker is too low - Have got another mod looking at this already.
I had left it with you as I know the reason I'm not allowed to have the UHD channel it is because of the (wrong) speed being reported by th BT Wholesale checker - I was hoping to get that database updated, as it's not really a BT TV problem? However, I will also message @Gemma_P with the details as requested.
Just an update and to post something positive about BT support - @Gemma_P has been in contact several times and has sorted everything that needed sorting - I couldn't have asked for a better support service and has restored my faith in BT.