Forum Discussion
One PLUS Plan - Can't Enable HD Video
Hola,
I've been trying to enable HD video over LTE with no success; the page simply tells me the line is not eligible, despite being on One PLUS. I chatted with a rep who had a tech assist them which led to me being asked for a callback as they had to create a service ticket and escalate it. I explained to the call back rep that I needed to speak to tech support, he transferred me to a girl who, bless her, was really wanting to help but not understanding my issue. She seemed to be misunderstanding me and thought I was having an issue with my data plan as a whole and performed a network refresh. I followed along on the off-chance that it fixed the problem. When it didn't, I asked her to check specifically to see if my account had HD playback enabled at all. After checking she informed me that I "can stream HD video because you are on our One PLUS plan." After realizing that the issue wasn't going to be fixed in this call, I thanked her for her help and now I'm here.
Is there any simple solution or workaround to this?
Thanks for posting this. This issue is related to what our engineers are already working on. Sorry, there's currently not a workaround I can give but our team's getting this taken care of as quickly as possible.
5 years later and I still have the same issue
Wow it's odd to see that this was an issue 2 years ago. I just recently switched to T-Mobile a few months ago and I've been having this problem ever since. As of June of 2021 this problem is still not solved. Countless hours speaking to support through Twitter and over the phone going into T-Mobile stores speaking to Netflix and the problem still is not fixed. Wtf am I paying for??? Already regret switching to T-Mobile. I will be switching to Verizon as soon as possible.
Just checked my account (via a PC) and the option was finally there.
So essentially, we are paying extra for a service we aren't getting? guess I'll just keep track of how long it takes to fix and ask to have it credited for every month I didn't have the service I was paying for. Not much else we can do I guess.
Not here either, still using a VPN. Very annoying, a known issue on their end, and boarding on false advertisement.
Unfortunately no. Even a visit to my local T-Mobile store didn't solve the issue. It's just a busted feature until the engineers can sort it out I guess.
Did you ever get your issues fix? I'm having this same issue and support can't figure out why I can't access media settings and told me they'd contact me in 7 business days....
It's a shame for sure. From Googling around, people were having this issue last year as well with the workaround being a call to a rep or tech who enabled it in the back-end. Just strange that it doesn't work out of the box when the device is on the necessary plan. At least running a VPN is an option.
Having the same issue. Have One Plus on one of my lines and I cannot stream HD, just keeps buffering, and cannot find a 'Media Setting' to enable it on my profile.
I can, however, bypass T-Mobiles packet shaping and watch a video in HD on my phone with the One Plus and the lines without One Plus by running a VPN. I don't tether often, but it is nice to have if I need it, but thinking of just running the VPN and dropping the extra $15/m for HD that doesn't work.
Thanks for posting this. This issue is related to what our engineers are already working on. Sorry, there's currently not a workaround I can give but our team's getting this taken care of as quickly as possible.
