This topic

Cannot upgrade TV or broadband package

KatyP — Thu, 30 Jul 2026 14:41:16 GMT

We moved to FF and an Entertainment TV package in September 2026

Although we should be able to swap the Entertainment package for Sport over 1 month in theory this is proving impossible in practice. If I pick upgrade my TV the screen flickers for a moment saying they are hand picking deals for me but then I just get a message that more deals are coming soon/personalised offers are not available right now. I get the same message on the app and on the web portal and the same message if I try to upgrade the broadband. I rang sales and they had the same issue.

Re: Cannot upgrade TV or broadband package

Lesley_W — Fri, 31 Jul 2026 15:06:32 GMT

Hi @KatyP

Thanks for coming to our community.

When you spoke to our sales team and they were unable to upgrade you, did they say what the next steps were to get this resolved?

Lesley

Re: Cannot upgrade TV or broadband packagecni

KatyP — Fri, 31 Jul 2026 15:12:01 GMT

I was advised to go to Now Tv and HBO directly to add the sports channels!!

Re: Cannot upgrade TV or broadband package

Lesley_W — Fri, 31 Jul 2026 15:24:22 GMT

Thanks for the extra info @KatyP

I'm sorry you didn't get the help you needed when you spoke to the team.

I'd recommend speaking to the team again so they can look into why this is happening. If at any point you don't feel like they are working on a resolution, you can ask to open a complaint and escalate this if needed.

Lesley

Re: Cannot upgrade TV or broadband package

KatyP — Fri, 31 Jul 2026 15:46:17 GMT

Complaints have only suggested deleting my BT ID but this was a disaster as I could not then link my account so could not even see my bills! I was shockingly told that I would now have to pay for paper bills. The complaint team did nothing to solve either the initial problem or this new issue which left me worse off than before but I rang the tech help team myself and the team member managed to link my account to MyBT

The cause of the problem is clearly not MyBT ID. No other solution has been proposed!

Re: Cannot upgrade TV or broadband package

Debbie_G — Sat, 01 Aug 2026 07:54:17 GMT

Thanks for coming back to us, @KatyP.

I can appreciate your disappointment, especially as you've spoken to a number of teams and the issue still remains.

Given that you're seeing the same message across both the app and the website and Sales were unable to process the change, this sounds like something that will need further investigation.

As the steps taken so far haven't resolved the issue, I'd recommend getting back in touch with our support team and highlighting that the problem remains across multiple channels, and that Sales were also unable to make the change.

Debbie

Re: Cannot upgrade TV or broadband package

KatyP — Sun, 02 Aug 2026 08:18:02 GMT

I have been trying all these steps for 10 weeks!

Re: Cannot upgrade TV or broadband package

kinetic747 — Sun, 02 Aug 2026 10:04:43 GMT

Creating a new BT ID seems to be their answer to everything, no idea what's going on with them.

Re: Cannot upgrade TV or broadband package

KatyP — Sun, 02 Aug 2026 11:01:34 GMT

Well miraculously and 10 weeks on the account is now working properly on the app and on the web portal and with no resetting of the BT ID!!

However I discovered this on my own - no one from complaints has been in touch to tell me of the fix. I now want to know what was wrong and what was done to fix it. Will post when I know in case it helps someone else struggling.

Re: Cannot upgrade TV or broadband package

KatyP — Tue, 11 Aug 2026 14:25:29 GMT

Well it now seems my account was not set up properly 3 years ago - so never able to see or swap TV packages till now!

Awaiting some further clarification I hope! This issue has taken up hours and hours of my time but at last we seem to have moved away from pinning the blame on My BT ID!

Re: Cannot upgrade TV or broadband package

KatyP — Wed, 12 Aug 2026 12:20:43 GMT

This is marked as solved but it is still ongoing!
and it seems it dates back almost 3 years - so please remove SOLVED from my post

Re: Cannot upgrade TV or broadband package

zulu17 — Wed, 12 Aug 2026 12:51:24 GMT

Hi @KatyP i have unmarked the accepted solution as you wished so the thread will appear as open. Normally as the thread starter you would be able to accept or unselect a response as the accepted solution.

Re: Cannot upgrade TV or broadband package

KatyP — Thu, 13 Aug 2026 10:27:42 GMT

There are some remaining anomalies still to sort plus 2 big questions:

1. why has it taken almost 3 years to identify and try to fix this?
2. why - when the technical support initiated MyBT ID reset blocked access to my account for several weeks - was I told I would have to pay for paper bills? The problem was entirely generated by BT’s supposed fix!

Re: Cannot upgrade TV or broadband package

Debbie_G — Thu, 13 Aug 2026 16:37:42 GMT

Hi @KatyP

Thanks for coming back and sharing the update.

It’s good to hear that some progress has been made. I can appreciate there are still some outstanding questions and concerns, particularly given how long this has been ongoing.

You’ve mentioned there are still some anomalies to sort. Are these still being looked into?

Debbie

Re: Cannot upgrade TV or broadband package

KatyP — Thu, 13 Aug 2026 16:49:41 GMT

I believe so but progress/feedback very slow!
But hey what’s 3 months compared to 3 years?

Re: My BT

KatyP — Thu, 13 Aug 2026 17:00:38 GMT

Sorry I cant see this is a solution to the issue of no TV packages showing? I had this issue too and sales could not do anything either - said there was a data integrity issue and I just had to wait

and

wait

and

wait..

Re: You don't have any accounts you can manage

KatyP — Thu, 13 Aug 2026 17:04:47 GMT

But I don’t see a solution? It is marked solved …

Re: MY BT

KatyP — Thu, 13 Aug 2026 17:08:54 GMT

Is it sorted yet? Are they making you pay for paper bills while you cant access the account? I was shocked when this happened to me!

Re: You don't have any accounts you can manage

Leanne_T — Thu, 13 Aug 2026 17:40:54 GMT

Hi @KatyP

The solution for the community is to contact our customer support team so they can fully check everything over on the account and see what is needed at our end to get this sorted.

Leanne.

Re: MY BT

gg30340 — Thu, 13 Aug 2026 17:56:24 GMT

@KatyP

You have your own thread running. Please do not spam the boards with your problem. You have been given advice from the moderators regarding it.