This topic

Not eligible for Britbox 6 month offer

hwntw — Thu, 12 Nov 2020 16:11:09 GMT

Hi all,

I signed up for BT Broadband earlier this year, and a few days ago had an email from BT offering 6 month Britbox for free. Clicking through after authentication, presents a big red box with an error ..

"We're sorry, but you are not eligible for this offer. Please ensure you are the account holder for this account. You will also need to have Broadband with us, and have not already taken the BritBox trial."

Having spoken to BT, they have confirmed that I should be able to get the service, but no matter what we try, they cannot get it working - I'm always presented with the same error message. BT have even tried to cancel my contract, and sign me up to a new contract - same error .

Anyone hit similar ? What did you do to resolve ?

Re: Not eligible for Britbox 6 month offer

StewM — Thu, 12 Nov 2020 16:33:44 GMT

Hi @hwntw

The TV option you show is greyed out. Do you have BT TV?

Stew

Re: Not eligible for Britbox 6 month offer

hwntw — Thu, 12 Nov 2020 17:14:33 GMT

Hi @StewM no I dont.. theres no mention of this as a prereq? Just having Broadband from BT.

Re: Not eligible for Britbox 6 month offer

StewM — Thu, 12 Nov 2020 17:45:13 GMT

Yes just double checked , it’s either broadband or TV, so the offer is correct but not sure why you are seeing the error message.

Unless anyone has any ideas, before I raise it with the Mods.

Stew

Re: Not eligible for Britbox 6 month offer

hwntw — Sat, 14 Nov 2020 16:34:21 GMT

Just had another email from BT again offering me Britbox free for 6 months, presumably triggered because of the recontract that BT did to try to get my eligibility recognised.

Needless to say, I'm still not eligible.

Does anyone on these forums have any account level access ? Or do I need to escalate within BT?

Re: Not eligible for Britbox 6 month offer

StewM — Sat, 14 Nov 2020 16:38:26 GMT

I presume this is something to do with your account set up. I will ask a Mod to intervene.

Stew

Re: Not eligible for Britbox 6 month offer

RobbieMac — Sat, 14 Nov 2020 18:56:40 GMT

Hi @hwntw

Welcome to the Community and thanks for your post.

I'm sorry that you're seeing this error message when you try and redeem the 6 month Britbox offer. Strange issue! Can you send us over your details and we'll find the best person to chat to about this to understand why it is happening?

Please bear in mind that we are extremely busy at the moment and it will take us some time to get to your case. We will pick this up as soon as we possibly can. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Re: Not eligible for Britbox 6 month offer

RobbieMac — Tue, 17 Nov 2020 09:14:55 GMT

Hi @hwntw

I haven't heard any word back from you following my message on Saturday.

Can you make sure you're set up as the account holder on your BTID? The steps can be found here: What's the difference between an Account holder and Account manager in MyBT?

Please try it again after you follow the steps above and post back to let me know how you get on 😊

Cheers,

Robbie

Re: Not eligible for Britbox 6 month offer

hwntw — Tue, 17 Nov 2020 10:14:44 GMT

Hi @RobbieMac

Just replied via DM, but will cover here too ..

You may have found the issue, I'm down as an 'Account Manager', not 'Account Holder'.

I have now changed this. and confirmed I'm now the 'Account Holder'.

I'm still getting the same error (not eligible), but that maybe a timing issue - so I'll give it a day to ensure syncing ?

I've provided the necessary info via DM you requested, so if there's anything you can check in the meanwhile 🙂

Thanks again for taking the time to reply.

Cheers
Andrew

Re: Not eligible for Britbox 6 month offer

RobbieMac — Tue, 17 Nov 2020 10:18:36 GMT

@hwntw wrote:

Hi @RobbieMac

Just replied via DM, but will cover here too ..

You may have found the issue, I'm down as an 'Account Manager', not 'Account Holder'.

I have now changed this. and confirmed I'm now the 'Account Holder'.

I'm still getting the same error (not eligible), but that maybe a timing issue - so I'll give it a day to ensure syncing ?

I've provided the necessary info via DM you requested, so if there's anything you can check in the meanwhile 🙂

Thanks again for taking the time to reply.

Cheers
Andrew

Hi @hwntw

Thanks for posting back to confirm you're set up as the Account holder now.

Please try again tomorrow and if you're still in the same boat let me know and we will take it from there 😊

Cheers,

Robbie

Re: Not eligible for Britbox 6 month offer

RobbieMac — Thu, 19 Nov 2020 14:04:30 GMT

Hey @hwntw

How are you getting on now?

Did you try and order the Britbox offer after changing your account holder status?

Let me know how things went 😊

Many thanks,

Robbie

Re: Not eligible for Britbox 6 month offer

hwntw — Sat, 21 Nov 2020 20:58:24 GMT

All fixed @RobbieMac - very happy.

So the problem was that my brand new account was setup as an Account Manager, not the Account Holder.

I've maked the solution as just that.

Thanks again for taking the time to help - really appreciated.

Stay safe !

Re: Not eligible for Britbox 6 month offer

Raeburn_28 — Sat, 21 Nov 2020 22:42:58 GMT

Have exactly the same issue and receive the same message. Have tried to resolve through the complaints process but no one seems able to offer a solution. The best BT could do was to offer to credit my account for the amount I would have paid out for a 6 month subscription but this does not address the issue that the offer as advertised should be available. At least nice to know I am not the only one.

Re: Not eligible for Britbox 6 month offer

Raeburn_28 — Sun, 22 Nov 2020 10:47:06 GMT

Have the same issue is there any advice you can offer I am already shown as the Account Holder. Many thanks