Error message says not a BT customer

AmandaB8 — Wed, 14 Jun 2023 11:10:55 GMT

Hi - I am desperate for help as I am getting nowhere with BT Customer Services.
I moved home two weeks ago and received a BT pro box (which allows you to watch TV via the internet) as the property doesn't have a working aerial.
However, when I try to watch TV, I just get a message saying I am not a BT customer (I have been for more than a decade) and the error code BTP 15000. No channels work.

This problem started eight days ago. I have spoken to at least six advisers since then, and spent around an hour on the phone to each of them.
Each time they give me a different reason for the problem (house move order still open/technical fault their end/etc etc) and promise someone will call me within 24 hours and the problem will be resolved. I haven't received one call.

And here I am eight days later, still with no access to TV. I am therefore paying for a service I am not receiving but every operator I speak to just fobs me off with false promises and I am at my wits' end.

I have set the box up correctly (I have double checked) and done a factory reset, but to no avail. Can anyone help? I was going to try social media but thought I would ask here first. Thanks in advance.

Re: Error message says not a BT customer

PaddyB — Wed, 14 Jun 2023 11:27:36 GMT

Hi @AmandaB8,

Thank you for posting and welcome to the Community.

It sounds like the BT TV service is still linked to the old address. If you send me your details, I'll be able to help you get this corrected.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

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Error message says not a BT customer

Re: Error message says not a BT customer