This topic

Subscription not found

michaelkenward — Sun, 17 Sep 2023 15:58:09 GMT

18 months into a subscription to BT TV, I thought I'd try to use it. (Now TV and Netflix are fine.)

Every time I try to connect with an Android device is says "Subscription not found". (Error GJ910 which, as you'd except for BT, does not show up in "What do the BT TV error codes mean?")

Same on a PC but a different error non-existent message.

"Sorry there's been a problem logging in, please check your details and try again. if the problem persists please click here for more login help. (WJ910)"

If I login to MY BT account, and then go through to "My Products" it shows Now TV and Netflix, which work just fine on other devices.

For a while I used the BT TV Box Pro to watch BT TV and other things.

That worked OK, but the hub turned out to be the expected pile of junk from BT's hardware department and I reverted to the FireStick, which also has a hard time connecting to BT BT.

Is there something special about BT TV that means that it works only with Hubs? (I have the BT TV Box Pro.)

Are Now TV and Netflix "portable" while BT TV is glued to the BT Box a particular BT account? (I have two.)

No hurry for answers. There doesn't seem to be any real reason to use BT TV. (I don't watch live TV.) I'm just trying to understand how another of BT's wonky systems works.

I decided to revive this issue following the recent changes in BT's billing system. Yet another move that seems to go put of its way to baffle users.

PS Is isn't even possible to pick a sane section for this message.

Re: Subscription not found

DarrenDev — Sun, 17 Sep 2023 17:13:11 GMT

So many things in that post, but I'll start with the simplest: GJ910 / WJ910 means that we can't find a subscription on the account. This usually means that you haven't claimed account holder rights on your subscription - you're most likely just an account manager instead. See his article for details:

https://www.bt.com/help/tv/fix-a-problem/bt-tv-app/general/problems-logging-in-to-the-bt-tv-app-and-online-player

The BT TV Box Pro is only supported when connected to BT Smart Hub 2 or newer, but other routers do work if configured correctly.

I don't understand your question about portability - what are you trying to do? Is this related to the login issue?

I also don't know what you mean about the recent change to the billing system? The last change I'm aware of was many many years ago.

Re: Subscription not found

michaelkenward — Sun, 17 Sep 2023 17:50:03 GMT

The BT TV Box Pro is only supported when connected to BT Smart Hub 2 or newer, but other routers do work if configured correctly.

You won't get me anywhere near a BT Smart Hub. Horrible devices. I have several from various generations still in their shrink wrap.

I have a Netgear VDSL modem followed by a Netgear R7000P router.

The TV Box Pro works just fine. I'm pretty familiar with grown up routers. (I even managed to get BT's funky implementation of IPv6 working on a newer Netgear MR90 router.)

GJ910 / WJ910 means that we can't find a subscription on the account. This usually means that you haven't claimed account holder rights on your subscription - you're most likely just an account manager instead.

But the TV Box Pro works as expected. (I just don't use it because it is useless, and does nothing that I can't do with the Firestick.) The mobile BT TV app for Android tells me that my TV Box is "paired".

Would that be possible if the account is not "claimed"?

Re: Subscription not found

DarrenDev — Sun, 17 Sep 2023 17:54:32 GMT

The BT TV Pro box uses your broadband line to authenticate you.
The BT TV app and web require you to log in with a BT ID - it's that login that needs to have account holder status.
Pairing to your box doesn't need you to be logged in at all - in fact, most users of the app (who are only using it for the TV Guide and remote recording) don't even log into the app at all.

Re: Subscription not found

michaelkenward — Sun, 17 Sep 2023 18:22:19 GMT

Good grief. Who invented this system?

It makes using bank accounts and other financial services look like a piece of cake. BT is the only thing I use that is this difficult to manage.

Re: Subscription not found

DarrenDev — Sun, 17 Sep 2023 18:26:34 GMT

Your BT TV box is only ever used at home. Using the broadband line makes sense there.
Your mobile device can be used outside of the home, so cannot use your broadband.
You can have multiple BT IDs associated with an account (e.g. so you can manage a relative's account for them too), but only 1 account can be used to consume the subscription - thus the difference between account holder, and account manager.

It's not difficult ... normally.

Re: Subscription not found

michaelkenward — Sun, 17 Sep 2023 20:42:54 GMT

I fear that my BT problem may be down being with BT since before it began and to having, and paying for, two accounts, both as the sole account manager.

No on-line option to change the status. I am told that I need to make a telephone call. I may not live that long.

Why don't those "What do the BT TV error codes mean?" come up in BT's system?

Thanks for trying to help to untangle this mess.

Given the likely hassle and lack of any real gains, I may just give up.

Re: Subscription not found

DarrenDev — Sun, 17 Sep 2023 21:03:28 GMT

You could be right, if your accounts are that old - the "account holder" role was introduced around 10 years ago.
There shouldn't be any reason for you not to be prompted to claim account holder role, unless you already have it. If you log into www.bt.com/mybt then select Your Details, followed by Account - does it show you're Account holder or Account manager? If the latter, it should have a link slightly below to say "I should be the account holder".

If you're already account holder then email me at tv.apps@bt.com with your BT ID and BT account number (that has your TV subscription), and I'll check it out.

Re: Subscription not found

michaelkenward — Mon, 18 Sep 2023 09:10:18 GMT

@DarrenDevwrote:
You could be right, if your accounts are that old - the "account holder" role was introduced around 10 years ago.

My account is many many years older than that.

There shouldn't be any reason for you not to be prompted to claim account holder role, unless you already have it. If you log into www.bt.com/mybt then select Your Details, followed by Account - does it show you're Account holder or Account manager? If the latter, it should have a link slightly below to say "I should be the account holder".

That link does not work here.

Your details
Profile
Account (Shows as Account manager)
I should be the account holder
Click it and get this:

That is why I complained about the need for a phone call, a prospect that fills me with dread after previous encounters with the phone system.

Re: Subscription not found

DarrenDev — Mon, 18 Sep 2023 09:20:48 GMT

Oh wow, that's not something I've seen before.
Could you please email me at tv.apps@bt.com and mention the BT ID and account number - I'll check why it's being awkward with you.

Re: Subscription not found

DavidM — Mon, 18 Sep 2023 09:40:47 GMT

I'd be interested to know the outcome of this also @michaelkenward and @DarrenDev .

Keep us in the loop please.

Cheers

David

Re: Subscription not found

michaelkenward — Tue, 19 Sep 2023 14:43:59 GMT

Following your leads, I have tracked down what happened.Without those clues< I would still be post.

Sadly, none of the messages I received from the BT system provided any useful details, starting with those anonymous error codes.

The error messages that I posted did not say something helpful like "Already assigned to a different address".

On examining the account details I saw that, as well as the main BT address that I have always used to manage BT accounts, the TV account was also associated with another email address, one that I have never used for either of my two BT accounts.

It turned out that they had different email addresses. (I wonder if that happened because back in the distant past I had to set up that sort of access to manage two different BT accounts. )

The email address for the TV account was not the same as the one for the other account.

Now I have to work out how to rationalise the arrangement.

Thanks you your guidance I now understand what is happening.

If only BT's error messages had provided useful feedback. Or, in the case of the error codes, said something, anything.

Re: Subscription not found

DarrenDev — Tue, 19 Sep 2023 14:59:40 GMT

To be fair, the TV app doesn't know that another BT ID is assigned to your account - all it knows is the BT ID you used isn't assigned to an account (as account holder).
If you want to remove the service from the email address you don't use, just let me know. You'll then be able to claim it properly on the one you do use.