One PLUS Plan - Can't Enable HD Video

daedalus_

    Hi,

     

    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?

      All replies

      • tmo_mike_c

        Re: One PLUS Plan - Can't Enable HD Video

        Are you going to MyT-Mobile.com to enable the HD option? I'm curious if the option just isn't there when you go to the Media Settings Profile tab. The reason I ask is because if that's the issue, we have team's working on resolving that right now. As of right now, we don't have a workaround for that issue.

        • tmo_amanda

          Re: One PLUS Plan - Can't Enable HD Video

          Hey, daedalus_!

           

          Did you try following the steps that MC posted above? Keep us posted if you're seeing something different.

          • 1gknight

            Re: One PLUS Plan - Can't Enable HD Video

            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.

            1 of 1 people found this helpful
              • daedalus_

                Re: One PLUS Plan - Can't Enable HD Video

                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.