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That's usually an account config problem. Have you tried Live Chat?
Otherwise wait and see if a Mod picks this up.
@Grant66 Welcome to the forum and thanks for posting, what speed are you getting on your broadband? The TV Essential package is provided to customers on standard copper broadband and as the BT Sport channels are provided over the Internet you may not be able to get these channels on the TV if your connection is not fast enough, when this happens we provide you with the app only version of BT sport.