This topic

BT Sport Monthly Pass - Problems with purchasing

adamgrieve — Thu, 01 Sep 2022 10:07:11 GMT

I have been trying for a long time now to buy the BT Sport monthly pass.

I go to: https://www.bt.com/sport/buy/monthly-pass, and then follow the four steps, however it always fails at Step 4 where it says "Your card was declined, check the details". I have tried to purchase the monthly pass over the last couple of months, tried different computers, my laptop, my phone - tried different cards (VISA, Mastercard/Credit, Debit) - but no success, always the same result. There are funds in my accounts. I have phoned up my bank, and they say that the issue is not with the bank. I have spent over an hour on the phone to BT, but because the monthly pass is self-service, it seems that no-one knows what to do.

I do not have BT broadband, nor do I have Sky TV or a BT phone line: but it is my understanding that I should be able to purchase the Monthly Pass and then stream BT Sport on my computer and through a Fire Stick.

I've checked the posts on the BT Community forum - tried different formats for my address, and that didn't work.

Can someone help me so I can watch the footy please?

Kind regards,

Adam

Re: BT Sport Monthly Pass - Problems with purchasing

DarrenDev — Thu, 01 Sep 2022 10:22:03 GMT

Sorry to hear that @adamgrieve

Whilst we are investigating issues with the monthly purchase process, I don't believe your issue will be connected. I'll ask one of my colleagues to dig into why your card is being rejected.

Could you please send me a DM letting me know the email address you're using for the order, and an approximate time that you last tried.

Re: BT Sport Monthly Pass - Problems with purchasing

GLENNQ111 — Thu, 01 Sep 2022 15:03:01 GMT

Hi - I am having the exact same issue right now also

Re: BT Sport Monthly Pass - Problems with purchasing

GLENNQ111 — Thu, 01 Sep 2022 16:25:37 GMT

Working for me now man

Re: BT Sport Monthly Pass - Problems with purchasing

adamgrieve — Thu, 01 Sep 2022 16:30:27 GMT

Just tried, but failed again. Happy for you though!

Re: BT Sport Monthly Pass - Problems with purchasing

DarrenDev — Thu, 01 Sep 2022 17:45:21 GMT

@adamgrieve your case is a bit more complicated. We're currently tracing your attempts through the various systems, but it needs approvals at each stage so may take a few days.

I've issued you with a temporary pass so that you can use BT Sport in the meantime - it may be in your junk email folder.

Re: BT Sport Monthly Pass - Problems with purchasing

InsertnameHERE — Tue, 06 Sep 2022 12:05:20 GMT

Hello,

I am encountering the same issue. Any fix to this problem?

Want to watch the Champions League :')

Re: BT Sport Monthly Pass - Problems with purchasing

adamgrieve — Tue, 13 Sep 2022 06:37:01 GMT

Hi Darren

Any luck in fixing this problem? I am still very keen to purchase the monthly pass - and would like to catch the Champions League this week if possible.

Thanks a lot for looking into this.

Adam

Re: BT Sport Monthly Pass - Problems with purchasing

DarrenDev — Tue, 13 Sep 2022 07:55:50 GMT

Sorry Adam, meant to message you before I left for holiday.
In order to track your transaction they need your visitor ID. You can get this from your cookies as follows:

Developer Tools -> Application -> cookies -> select www.bt.com -> get the value of vtmvisD

Re: BT Sport Monthly Pass - Problems with purchasing

adamgrieve — Wed, 14 Sep 2022 16:15:37 GMT

Hi Darren

Sorry to be a bit dumb, but I dont know what to do with that information.

I thought that previously you could track my failed attempts anyway?

Is there still no way forward with simply going through the website and paying for the monthly pass? Why in my case is there a problem?

Thanks for sticking with me on this!

Adam

Re: BT Sport Monthly Pass - Problems with purchasing

DarrenDev — Wed, 14 Sep 2022 16:21:53 GMT

In your browser, select the developer tools menu - e.g. in chrome select the 3 dots in the top right corner, then more tools, then developer tools. From there look for Application, then cookies, then select www.bt.com and you should see a cookie with the name vtmvisD - let me know the value associated with that cookie.

Sorry I can't be more specific - I didn't bring a laptop with me on holiday, so I'm having to do this from memory.

Re: BT Sport Monthly Pass - Problems with purchasing

adamgrieve — Wed, 14 Sep 2022 16:26:37 GMT

didnt realise you are still on holiday, thanks for helping.

the value is:
4254743341632D313230313637303231

Re: BT Sport Monthly Pass - Problems with purchasing

InsertnameHERE — Thu, 15 Sep 2022 22:35:49 GMT

Yes, I wonder why there is still no fix, especially since it is hindering BT's potential subscribers from signing up

Re: BT Sport Monthly Pass - Problems with purchasing

DarrenDev — Wed, 28 Sep 2022 15:02:29 GMT

Is anyone still experiencing this issue?

Unfortunately we've been unable to identify the cause of @adamgrieve 's issue (tracing through banking systems is very complex, as I'm sure you can all appreciate), but we're hoping if we can get a second example then we can compare them and see anything common.

Re: BT Sport Monthly Pass - Problems with purchasing

kingalingadinga — Sat, 01 Oct 2022 14:49:21 GMT

Yes I’m experiencing this issue.

I have tried two different cards with uk address. Typed address in manually and still every time I click pay now I get card declined check details.

This isn’t the first time this happened to me. About 6 months ago I tried to get a monthly pass and couldn’t. For the same reason.

Any help would be great.

Thanks

Re: BT Sport Monthly Pass - Problems with purchasing

DarrenDev — Mon, 03 Oct 2022 09:17:46 GMT

Thanks for adding your name to the list @kingalingadinga

We're putting a change live in the next couple of days that will allow us to obtain more information when monthly pass purchases go wrong. I'll update here when it's live, at which point I'd really appreciate if you could try again.

Re: BT Sport Monthly Pass - Problems with purchasing

Robger — Wed, 05 Oct 2022 12:00:50 GMT

Darren...been suggested by JohnC2 from a similar post I made that I tag into your investigation. I have been trying since the weekend to buy a Monthly Pass (for the first time). Each time I get the "Service Unavailable" message. I have reviewed and applied all the suggestions from the related Community posts but to no success. I have been a BT BB customer for years and use BT internet and the supplied email address (I have also tried using my wife's BT email address to register). After entering a new User ID and a conforming password the "unavailable" message appears...ie I get no further as regards entering name or address etc.

If you find a solution I'd be grateful to be copied in thanks.

PS having worked for BT for 37 years to a middle management position before retiring I have to say that I'm both disappointed and astonished at the lack of customer support from BT on an issue that appears to have been affecting customers for a considerable time....it should not be left to BT Customers (through this Community) to find a resolution.

Re: BT Sport Monthly Pass - Problems with purchasing

DarrenDev — Thu, 06 Oct 2022 17:06:41 GMT

@Robger if it's failing even just on that very first step, and you don't have a plus symbol in your email address, then one of the following is probably true:
1. The email address you're trying to use already exists as a BT ID. I recommend creating a brand new email address to be absolutely sure.
2. The password you're trying to use is breaking our system - try something different.
3. Browser cookies are breaking it - try starting a new "InPrivate" or "Incognito" browser window (or the equivalent in the browser you're using) and then registering from there.

Re: BT Sport Monthly Pass - Problems with purchasing

tgrn157 — Sun, 09 Oct 2022 00:07:33 GMT

Props to you Darren for trying to solve all these issues, but at this point it's comically embarrassing for BT Sport. Same issue here - card declined no matter what I try.

I don't understand how BT Sport hasn't prioritised fixing an issue that doesn't allow prospective customers to pay for a product that is so heavily advertised. I've tried all the fixes posted on this thread but to no avail. "Frustrating" is an understatement. I have bought hundreds of products online from countless merchants and never once have I encountered something like this before. It's mind boggling.

Re: BT Sport Monthly Pass - Problems with purchasing

DarrenDev — Sun, 09 Oct 2022 08:10:22 GMT

The payments team are incredibly busy and have to prioritise work according to impact - this is why I was asking if anyone is still affected by this issue. We can't tell from our end yet why the payments are being rejected, so we don't know how big an issue this is.
You're now the second person to say you are @tgrn157 - I'll add your name to the case.