This topic

BT TV addons bug and order stays open

JosePujols — Fri, 18 Aug 2023 06:57:06 GMT

I've got an open order on my account that is preventing me making any changes to my TV package.

I added TNT sports on 21/7/23, then cancelled the add on so that it wouldn't renew, but the order is stuck open and won't complete.

I have no idea if the cancellation has been effected, and can't order an upgrade on my TV package because of it.

I contacted customer services earlier this week who told me it was fixed, but the order is still showing as open.

Any help would be appreciated.

Thanks.

Re: BT TV addons bug and order stays open

DarrenDev — Fri, 18 Aug 2023 08:23:15 GMT

Unfortunately, the cancellation works by scheduling an order for a month's time - so for the entire month, your order will remain open. I can see your order is scheduled to complete at 00:00 on August 20th, so you should be able to make another change on Sunday morning.

Re: BT TV addons bug and order stays open

JosePujols — Fri, 18 Aug 2023 08:26:05 GMT

Thank you, much appreciated.

Re: BT TV addons bug and order stays open

JosePujols — Mon, 21 Aug 2023 06:04:15 GMT

The order is still showing as open, preventing me changing my tv package.

Re: BT TV addons bug and order stays open

DarrenDev — Mon, 21 Aug 2023 07:23:02 GMT

Sorry about that - I've asked a colleague to check why it's stuck open. It should hopefully be resolved later this morning - I'll post here when I know more.

Re: BT TV addons bug and order stays open

JosePujols — Tue, 22 Aug 2023 08:23:59 GMT

All fixed now, thanks very much for whatever you've done behind the scenes.

Re: BT TV addons bug and order stays open

why_oh_why — Tue, 22 Aug 2023 13:01:16 GMT

@JosePujols @DarrenDev

Unfortunately this does seem to happen quite often with orders being stuck on 'open'. I've needed the forum moderators to step in on a few occasions to fix this same issue for me. It's a shame the phone jockeys don't seem to be able to fix the issue as easily as the mods can.

Re: BT TV addons bug and order stays open

JosePujols — Sat, 26 Aug 2023 18:01:18 GMT

Hi Again

since this order finally got closed out, i opted in to the entertainment and sports full package, and seem to have another issue. The new order is still showing as open, and none of the Sky sports or Sky cinema channels are working for me.

any help resolving this would be much appreciated.

Re: BT TV addons bug and order stays open

DarrenDev — Sun, 27 Aug 2023 10:10:29 GMT

When you say they're not working, what error are you seeing? And do you also see an error in the Now TV app?

Re: BT TV addons bug and order stays open

JosePujols — Sun, 27 Aug 2023 10:25:48 GMT

Hi, thanks for replying.

So my original package was entertainment only. In the now app, it shows my entertainment as managed by BT, but i can place an order for cinema and sports if I like.

On my BT box, if I go into the live tv and try and play a sky sports channel, or sky movies channel, i get a message saying "you need to set up Sky sports golf or add it to your TV package" Press OK for more info.

If i click ok, it take me to a "loading best deals..." page, then throws an error saying "sorry there's been a problem", and a message to phone to order a new package. Error BTP -11178

The original order for entertainment and sports is still open, but the order info doesn't explain why.

In the now tv app, if I try and play a movie or sports, it says I don't have a subscription.

Re: BT TV addons bug and order stays open

DarrenDev — Sun, 27 Aug 2023 10:29:35 GMT

Ok perfect, thanks - sounds like nothing has happened to it at all.
I've opened a ticket for one of my colleagues to trace this through. It should hopefully be picked up tomorrow, where they'll also work out what's wrong with your account so that it doesn't happen again.

Re: BT TV addons bug and order stays open

JosePujols — Sun, 27 Aug 2023 10:34:30 GMT

Awesome, thanks so much.

It's interesting to note that the last order you sorted for me was for cancellation of BT sports.

After it cancelled, I placed the order for the sport and entertainment, and the BT sport part of the latest order is working ok so the order appears to have partially gone through.

Re: BT TV addons bug and order stays open

zulu17 — Sun, 27 Aug 2023 14:37:32 GMT

Observation could it be that you now have Sport as the BT TV pack and NOW entertainment as an addon. In that scenario I believe the NOW entertainment is app only ( Ie no Epg linear channels).

Re: BT TV addons bug and order stays open

JosePujols — Sun, 27 Aug 2023 15:18:30 GMT

Thanks for replying.

I have no issue with the entertainment.

sky sports and sky cinema are not working either on the box, or on the now app.

the order is stuck in an open status, and I can't make any further changes to my package.

Re: BT TV addons bug and order stays open

JosePujols — Tue, 29 Aug 2023 10:26:43 GMT

@DarrenDev i appreciate your help with this.

Has anyone managed to look at the problem yet, i'm still unable to view any of the Sky sports or cinema channels.

Re: BT TV addons bug and order stays open

DarrenDev — Tue, 29 Aug 2023 10:28:24 GMT

It was referred to a lower level team earlier this morning for further investigation, as they're unable to tell so far why your orders keep getting stuck.

Re: BT TV addons bug and order stays open

JosePujols — Tue, 29 Aug 2023 10:31:31 GMT

Thanks for the update 👍

Re: BT TV addons bug and order stays open

JosePujols — Wed, 30 Aug 2023 19:08:15 GMT

@DarrenDev Do you have a timeframe for a resolution on this?

I'd prefer to not keep bothering you, especially as it's been referred away from you, but it's now over a week since i swapped packages and most of the upgrades are still not available.

Re: BT TV addons bug and order stays open

DarrenDev — Wed, 30 Aug 2023 19:19:34 GMT

No time frame unfortunately. I'll ask if there's a way to manually provide you with access until your account is fixed.

Re: BT TV addons bug and order stays open

JosePujols — Fri, 01 Sep 2023 14:36:26 GMT

Hi @DarrenDev

Is there any update on this please?