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Error message when I try to activate BT Sport Monthly Pass

frasim88 — Wed, 24 Nov 2021 14:41:26 GMT

Hi, I am trying to activate BT Sport Monthly Pass, but when I try to proceed to payment, I get the message "Sorry, the service is unavailable". Is this happening only to me or is it a problem everyone is having?

Thanks

Re: Error message when I try to activate BT Sport Monthly Pass

JohnC2 — Wed, 24 Nov 2021 15:12:26 GMT

Hi @frasim88, welcome to the forum, and sorry you are having a problem ordering the BT Sport Monthly Pass.

Not sure why you are getting this error so I would like to check a few things with you.

Have you had a Monthly Pass account before?
Have you tried using a different email address (if you have one)?
Are you using a UK bank for payment?

Cheers
John

Re: Error message when I try to activate BT Sport Monthly Pass

DarrenDev — Wed, 24 Nov 2021 15:13:50 GMT

2 known issues with ordering a monthly pass online:

1. If your address contains a name AND a number (e.g. "The Big House, 42 Wallaby Way") it doesn't like it - you need to use the "Enter my address manually" option, put ONLY the name in the "Building name or number" box, and put the number at the beginning of the Street name

2. Your email address will fail if it contains any special characters - e.g. the + symbol. You'll need to use a different one (or remove the + bit if you're using Gmail task specific mailboxes).

Re: Error message when I try to activate BT Sport Monthly Pass

frasim88 — Wed, 24 Nov 2021 15:31:34 GMT

Hi @JohnC2,

I have never had a Monthly Pass before. I used to have BT Sport years ago when I had BT Broadband, then I cancelled it when I moved into a flat with wifi included. So my account has been unused for more than 3 years. Not sure this is the reason for the error though.

I have tried using a different email address but I get the same error message.

The error occurs just before I can add payment details, but it will be a UK bank.

Thanks

Re: Error message when I try to activate BT Sport Monthly Pass

JohnC2 — Wed, 24 Nov 2021 15:33:11 GMT

Hi @frasim88, what about the advice from @DarrenDev does that help?

cheers

John

Re: Error message when I try to activate BT Sport Monthly Pass

frasim88 — Wed, 24 Nov 2021 15:33:49 GMT

Hi @DarrenDev,

My address contains a number only (no name) and my email address doesn't have any special characters, so it seems my issue has a different cause?

Thanks

Re: Error message when I try to activate BT Sport Monthly Pass

DarrenDev — Wed, 24 Nov 2021 15:35:56 GMT

OK, sounds like we may have a new one then @frasim88

Could you please send me a DM with the email address and postal address you're trying to use, and I'll see if I can work out what's going wrong.

Re: Error message when I try to activate BT Sport Monthly Pass

frasim88 — Wed, 24 Nov 2021 15:43:40 GMT

@JohnC2 Unfortunately not, neither my address nor my email address have those issues.

Re: Error message when I try to activate BT Sport Monthly Pass

frasim88 — Wed, 24 Nov 2021 15:37:01 GMT

Will do shortly! @DarrenDev

Re: Error message when I try to activate BT Sport Monthly Pass

DarrenDev — Wed, 24 Nov 2021 16:16:29 GMT

OK, so we now have a 3rd known issue:

Where the address has been registered with Royal Mail with the door number as part of the street name, it then won't accept them being separated.
e.g. if the address is:

Flat 1
42 Wallaby Way
Edinburgh
EH1 2EA

When you use the postcode checker, it might just show "42 Wallaby Way, Edinburgh, EH14 1JP" as a result - DON'T select it. Instead, use the option to enter the address manually and then try entering it as:

Building name or number: Flat 1
Street name: 42 Wallaby Way
Town or city: Edinburgh
Postcode: EH1 2EA