This topic

Discovery+ contact provider to watch

Rikki87sufc — Wed, 15 Mar 2023 22:12:35 GMT

Hi,

Im a BT sport's customer so I got an email saying that I can now use discovery+. So I activated my subscription to Discovery, set up an account but everytime I try to watch something it says "Contact your provider to find out how to watch"

Ive tried through a Smart TV, the Discovery+ app and on a web browser, all say the same.

Any ideas?

Thanks

Re: Discovery+ contact provider to watch

NeilO — Sun, 19 Mar 2023 11:56:22 GMT

Hi @Rikki87sufc I'm sorry about that, did you use this link to activate the Discovery+ service with your BT ID details?

Thanks

Neil

Re: Discovery+ contact provider to watch

Rikki87sufc — Sun, 19 Mar 2023 11:58:43 GMT

Yes I did.

Re: Discovery+ contact provider to watch

NeilO — Sun, 19 Mar 2023 12:21:58 GMT

@Rikki87sufc thanks for getting back to me, I'll send you a private message so you can get in touch with your details and we'll raise a case with the team who can get that sorted.

Thanks

Neil

Re: Discovery+ contact provider to watch

Rikki87sufc — Sat, 13 May 2023 11:34:46 GMT

Hi just following up on this, I sent a PM but never received anything back. Discovery+ still won't let me watch anything.

Re: Discovery+ contact provider to watch

JohnC2 — Sat, 13 May 2023 11:55:53 GMT

Hi @Rikki87sufc, sorry you've not heard back yet.
Please could you send the PM again to me and we'll check what is happening with this for you.

Cheers

John

Re: Discovery+ contact provider to watch

DarrenDev — Wed, 24 May 2023 08:40:46 GMT

@Rikki87sufc is this fixed for you yet?

I asked the Discovery support team to investigate what's going on with your account, but their response was contradictory and I can't get any more information from them.

If it's fixed, then great - just let me know.

If it isn't, then we'll need to remove the subscription from your account and send it again (not my favourite option - I'd rather know what went wrong so we can prevent it happening again).

Re: Discovery+ contact provider to watch

Rikki87sufc — Wed, 24 May 2023 09:27:57 GMT

No still not working unfortunately.

Re: Discovery+ contact provider to watch

DarrenDev — Wed, 24 May 2023 11:20:02 GMT

Discovery have come back again and asked that you log out of the app and then log in again - they're showing your last login attempt on May 13th. They say they've republished your account, so there shouldn't be any reason for it not to work.

If it still fails, could you please confirm it's the same screen/error that you previously emailed to me?

Re: Discovery+ contact provider to watch

Rikki87sufc — Wed, 24 May 2023 11:34:33 GMT

Yay! Works on the app now, cannot check my smart TV as away at the moment but I'm optimistic. Many thanks for your help.

Re: Discovery+ contact provider to watch

DarrenDev — Wed, 24 May 2023 11:36:09 GMT

That's brilliant. Thanks for confirming.
On the plus side, they managed to reply just in time before I trashed your account and started again, so we now know what we need to ask them to do to fix it for anyone else this affects.

Re: Discovery+ contact provider to watch

NeilO — Wed, 24 May 2023 13:45:13 GMT

@DarrenDev Many thanks for your help getting this sorted.

Cheers

Neil

Re: Discovery+ contact provider to watch

Rob28 — Sun, 04 Jun 2023 10:55:45 GMT

Can you help me please? I have exactly the same issue. I’ve just tried signing out and back into the app - but no joy.

Re: Discovery+ contact provider to watch

melindaford — Sun, 16 Jul 2023 12:48:34 GMT

I have the same problem too. signed out and in again but nothing 😒

Re: Discovery+ contact provider to watch

DarrenDev — Sun, 16 Jul 2023 13:06:20 GMT

For those still seeing this issue, please first go to www.bt.com/discoveryplus and attempt to activate your subscription there. It may redirect you to the new process via MyBT - if so, then follow those instructions.
It may say you've already claimed your account, but still offer you the chance to claim it again - do it anyway.
Once you've been through that journey, log out of the D+ app and then log in again.

If you're still having issues after that, please email me at tv.apps@bt.com with your BT ID (the email address you log into MyBT with), and your Discovery+ ID (may also be the same email address). If you could also please let me know what message you were shown during the activation journey, that'd help.

Re: Discovery+ contact provider to watch

melindaford — Sun, 16 Jul 2023 13:49:06 GMT

Thanks for this but when I click on the link you mention it takes me to the btsport link and I don't have btsport only the entertainment part of bttv

Is there a different link for the entertainment package?

Re: Discovery+ contact provider to watch

DarrenDev — Sun, 16 Jul 2023 13:54:39 GMT

Log into www.bt.com/mybt and you should see an "Activate discovery+" option.
If you don't see that, then select "Your products", then "TV and sport". Do you see an option there to either activate or manage your discovery+ subscription?

Re: Discovery+ contact provider to watch

melindaford — Sun, 16 Jul 2023 14:09:05 GMT

Hi Like i said i don't have BT Sport and when i go into bt tv it says my discovery plus is activated

Re: Discovery+ contact provider to watch

DarrenDev — Sun, 16 Jul 2023 14:11:51 GMT

OK thanks. In which case, send me an email at tv.apps@bt.com
Please include in that email:
The BT ID you logged into MyBT with.
The email address you activated the discovery+ subscription on.

I'll then ask the WBD support team to re-publish your subscription.

Re: Discovery+ contact provider to watch

melindaford — Sun, 16 Jul 2023 14:17:07 GMT

Thanks Darren

I've done this so fingers crossed

Melinda