This topic

btp-15000 error

Marcin17 — Tue, 18 Jun 2024 10:46:21 GMT

Hi,

Since yesterday nobody is able to resolve my issue I currently have despite my phone call and couple of chat conversations. Please can someone from the BT Team kindly advise when I will get a full service activated as currently unable to watch any TV channels I have chosen into my contract please?

The error : btp-15000

The pending order number: **Edited**

Thank you,

Marcin

Re: btp-15000 error

RobbieMac — Tue, 18 Jun 2024 10:53:36 GMT

Hi @Marcin17

Welcome to the BT Community and thank you for your post!

I am sorry for the error message you're seeing on your EETV service. 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

Thanks,

Robbie

Re: btp-15000 error

naylor2006 — Tue, 18 Jun 2024 10:54:38 GMT

Looks like similar issue to this:

Solved: Re: BTP-15000 - BT Community

The poor feller @DarrenDev might be able to help but he's on holiday at the moment, I saw this on another post earlier today, although he did say he would log in a little later and check.

Re: btp-15000 error

DarrenDev — Tue, 18 Jun 2024 16:59:11 GMT

That should be it fixed now @Marcin17

If it doesn't work straight away then reboot your TV Box and wait a couple of minutes.

Re: btp-15000 error

naylor2006 — Tue, 18 Jun 2024 17:14:40 GMT

Gotto hand it to @DarrenDev

Go have a beer now!

Re: btp-15000 error

Marcin17 — Tue, 18 Jun 2024 17:30:07 GMT

You're both legends. Thanks a lot for looking into it and I will confirm later if it works as heading back home now.

Have a great evening.

Marcin

Re: btp-15000 error

naylor2006 — Tue, 18 Jun 2024 18:11:00 GMT

ahh I didnt do anything apart from spoil someones holiday... 😕

Re: btp-15000 error

Marcin17 — Tue, 18 Jun 2024 20:11:43 GMT

I can confirm the TV is working now so thank you once again. This is very much appreciated. Just can’t believe there is only one person who can resolve this customer’s issue anyway.

Re: btp-15000 error

naylor2006 — Tue, 18 Jun 2024 20:19:11 GMT

There probably is more people but getting it in front of them via normal telephone customer services may not be that easy.

There’s a good community on these boards and Mr Dev is one of the folks who frequent here and who solve a lot of problems, I would hope for his sake that he’s not the only person looking after EETV 😳

My TV didn’t get switched on on the activation day with but I had an open complaint already so had easy access to the support, someone flicked and switch and there it was the day after.

Re: btp-15000 error

DarrenDev — Tue, 18 Jun 2024 20:24:44 GMT

I look good here because I get to pick and choose the faults that I think I can help with. Our agents on the phone have to try to help with every possible question about every BT or EE product, so they have scripts to help them deal with issues.

In your case their scripts say they should raise a case with TMC, who would then do the same thing that I did (although they usually have a long queue, so can take up to 10 days to pick it up).

Re: btp-15000 error

Marcin17 — Tue, 18 Jun 2024 20:36:56 GMT

Thanks both again. It is certainly good community here and you do an EXTRA MILES to resolve the issue which again is much appreciated. I used to work in customer services too and efficient and personal service was always a goal for me. Not because I was expecting to do it. I wanted my customers to be treated like I want to be treated. What made me to raise a complaint was yesterday’s chat and not explaining what the issue is. I would rather be told clearly what is the issue and what will be done to re solve this rather than spending unnecessary long time on the phone and then on chat. Today’s experience both first on chat now here in public conversation is what I was expecting yesterday. Anyway once again thank so much for your fantastic service 🔝🎩

Re: btp-15000 error

naylor2006 — Tue, 18 Jun 2024 20:46:17 GMT

My first job outta uni was on the Technical Support helpline for Eclipse Internet, I know what it’s like to be in that seat, sometimes a tough place to be.

Re: btp-15000 error

Marcin17 — Tue, 18 Jun 2024 22:48:18 GMT

Apologies, as I had only now time to go through all the channels and found out that all my Sky Sports channels are not working yet. They are part of my Big Sport package but showing the following error: BTP-19000. Could you advice how to activate them, please? Thanks very much.

Re: btp-15000 error

DarrenDev — Wed, 19 Jun 2024 08:03:09 GMT

The order process should have taken you through steps to pair your Now TV login with your TV subscription, but I can see that didn't happen. I'll need to send you a PIN, which you'll then need to pass to me. I'm out again today, but I'll send you an email later to agree a time.

Re: btp-15000 error

Marcin17 — Wed, 19 Jun 2024 09:41:09 GMT

Thank you very much Darren for your prompt response despite being away and have a great day.

Re: btp-15000 error

whitey11011 — Mon, 28 Oct 2024 11:39:49 GMT

Hi Darren, I believe I'm having the same issue as above.

The service was supposed to be activated on 25/10 but despite finding the channels when tuning (internet mode) I only get the BTP-15000 error and can't watch even the basic freeview channels. Is this something you could help with?

Re: btp-15000 error

DarrenDev — Mon, 28 Oct 2024 12:25:40 GMT

Please try again now @whitey11011 - I've associated your TV account with the broadband line on which your currently registered BT Smart Hub is connected. If this hasn't worked (e.g. if you've given the hub to someone else), then please reply from a device connected to your home broadband connection so that I can confirm the IP address.

Re: btp-15000 error

whitey11011 — Mon, 28 Oct 2024 13:29:28 GMT

All seems to be working now, thanks for your help 🙂

Re: btp-15000 error

Ldm1 — Wed, 06 Nov 2024 19:54:21 GMT

My partner and I are having a very similar issue and it has been going on for months since we initially tried to upgrade to a new package and fibre. It has been seriously energy and will-sapping trying to get through agent after agent who needs everything explained again despite them promising notes and complaints on the account. So many promises of call backs and fixes and a massive and growing compensation offer for the time it is taking but a catch 22 - if we cancel (also seems impossible and takes hours of calls that go nowhere) the compensation is cancelled despite us being customers prior to the upgrade. My partner keeps getting billed £90 pm for services we don't get as well. It is the worst customer experience I have ever witnessed. BT / EETV systems are entirely broken and dysfunctional.

ANYWAY we have the error message btp-15000, have tried reset according to agent instructions, nothing, noone on the phone seems to be able to resolve it and I'm considering setting fire to the EE box and emigrating to be as far away from BT and EETV as possible. 🔥

Re: btp-15000 error

DarrenDev — Thu, 07 Nov 2024 03:54:21 GMT

Sorry this is taking so long to fix. I'm unable to fix it for you @Ldm1 as I no longer work for BT, however I've flagged your issue to one of my ex colleagues. Someone will be in touch.