This topic

BT Sport Monthly Pass - No access

daveystorey — Tue, 30 Aug 2022 12:48:26 GMT

I've tried unsuccessfully to restart my subscription to a BT Sport monthly pass 3 times. This has left me with £75 credit on my account but still no access to the BT Sport app on my smartphone or access to watching live sports online. Any ideas or reasoning as to why the funds haven't been used to purchase the intended subscription? Will my credit be able to be refunded or used for next month? Thanks in advance.

Re: BT Sport Monthly Pass - No access

DarrenDev — Tue, 30 Aug 2022 12:50:14 GMT

What do you mean when you say "unsuccessfully"? Have you seen an error somewhere? How did you end up with a credit? Did you call in and get the helpdesk to apply it?

Re: BT Sport Monthly Pass - No access

daveystorey — Tue, 30 Aug 2022 12:58:50 GMT

I go through the payment, no errors. Takes me back to my account page. No confirmation page or anything to say payment was successful apart from the money showing in credit on my account now.

Re: BT Sport Monthly Pass - No access

DarrenDev — Tue, 30 Aug 2022 13:00:49 GMT

Sounds like you're trying to buy a BT Sport Monthly Pass, rather than resume the one you already had? If you log into www.bt.com/mybt with the BT ID that you set up for the pass previously, you should just be able to click a button to resume the subscription.

Re: BT Sport Monthly Pass - No access

daveystorey — Tue, 30 Aug 2022 13:04:02 GMT

I was clicking the 'Restart my Subscription' link then using my saved card to complete the payment. Always returns me back to the page with the Restart my Subscription link on.

Could it just take a while to update and I've just been too impatient trying multiple times?

Re: BT Sport Monthly Pass - No access

DarrenDev — Tue, 30 Aug 2022 13:22:40 GMT

I'll ask a colleague to take a look. Could you please send me a DM with the BT ID you're logged in with?

Re: BT Sport Monthly Pass - No access

daveystorey — Tue, 30 Aug 2022 13:47:29 GMT

Will do. Appreciate the help, thank you

Re: BT Sport Monthly Pass - No access

Djones4291 — Sun, 09 Oct 2022 19:02:34 GMT

Hi, I have had pretty much the same problem today, in renewing my bt sport subscription. It has taken £25 off me twice. Please can you look into this for me. Thanks!

Re: BT Sport Monthly Pass - No access

Djones4291 — Sun, 09 Oct 2022 19:06:36 GMT

@DarrenDev hope you don't mind I've sent you a dm with more info. Thanks!

Re: BT Sport Monthly Pass - No access

DarrenDev — Tue, 11 Oct 2022 09:54:19 GMT

@Djones4291 - thanks for sending me your details. We've confirmed that your account has followed the exact flow that we've been trying to understand, and we have extra logging available for your attempts. Fingers crossed, your example will be all we need to find and fix this issue. I'll update here when I know more.

Re: BT Sport Monthly Pass - No access

Djones4291 — Wed, 12 Oct 2022 17:21:02 GMT

@DarrenDev Hi do you have any update for me? I expected this to have been fixed by now

Re: BT Sport Monthly Pass - No access

DarrenDev — Wed, 12 Oct 2022 17:26:19 GMT

No sign of a fix yet. There's mention of broken cookies which is causing the payment system and the orders system to fail to communicate (payment is taken, but the ordering system isn't told).

You could try launching a private window in your browser (which should disable all current cookies) and then try again.

Please note that you WILL be charged another £25, but I'll make sure all your excess charges are fully refunded.

I'll send you a temporary login to use, just in case - I know there's a lot that you're currently missing out on! Check your spam email folder in the next few minutes.

Re: BT Sport Monthly Pass - No access

Djones4291 — Sun, 16 Oct 2022 13:57:20 GMT

@DarrenDev hi I no longer want to subscribe. Please can you refund me the £50? Thanks

Re: BT Sport Monthly Pass - No access

Djones4291 — Thu, 27 Oct 2022 18:50:35 GMT

@DarrenDev please can you refund me?

Re: BT Sport Monthly Pass - No access

Djones4291 — Wed, 02 Nov 2022 20:47:25 GMT

@DarrenDev Hi again please refund me the money

Re: BT Sport Monthly Pass - No access

DarrenDev — Wed, 02 Nov 2022 21:15:41 GMT

Sorry @Djones4291 I thought I'd messaged you - your refund was processed last week. It should have gone back onto the card you paid from.

Re: BT Sport Monthly Pass - No access

Djones4291 — Wed, 02 Nov 2022 22:43:25 GMT

@DarrenDev I haven’t received anything. Please can you re check

Re: BT Sport Monthly Pass - No access

DarrenDev — Thu, 03 Nov 2022 11:45:24 GMT

The money shows as leaving us on the 1st