BT TV App

[AdrianKH]

Hi,

I recently moved address and there was a problem, which meant I was given a new BT account number for landline, broadband and BT TV.  was sent an a new  Ultra HD box etc. All has been set up fine, except, the BT Player does not display my  old purchases, they have disappeared. I have checked my old box and they have also disappeared. Luckily, they seem to still be on the BT Purchase App.

However, when I try to log on the the BT TV APP, I get the message 'Please try again', followed by the code GJ999. Any assistance will be greatly appreciated.

Many thanks

[JohnC2]

Hi @AdrianKH   Sorry you are missing your purchases since moving home.

Any films you’ve purchased will move with you to your new home. It can take up to 72 hours from the point you reconnect your BT TV box for all your purchases to become available, so please be patient. If it’s not available after 72 hours please post back and let me know.

In relation to the App: 

If you’re using the app on iOS on Android:

• Try fully restarting the app, then trying the action again

If you’re on the web:

• Try refreshing the page and trying the action again
• If this doesn’t work, try closing your browser down and loading on a new browser session 

Post back and let me know how you get on with this also.

Cheers
John

[AdrianKH]

Hi John.

Thanks for your reply, and your advice.

I moved a few weeks ago, and tried all you suggested prior to this

I'm wondering if it's because my account number was changed when I moved address? My homemover order failed, but instead of retaining my account number, my services were cancelled at my old address (except BT Mobile), but a brand new account number issued for my landline, Broadband and BT TV.

Is there a chance my previous subscription details have not transferred?  How does this explain the BT TV App login problem?

[PaddyB]

Hi @AdrianKH,

It does sound like the subscription details have not transferred across to your new account number. 

I can check this for you. Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

[NeilO]

@AdrianKH I've picked up your case this evening and raised this issue with our BT TV specialists and as soon as I get any updates from them I'll give you a call.

[AdrianKH]

Hi Neil,

Many thanks.

[NeilO · Accepted solution]

@AdrianKH Sorry about the delay replying, the TV team have got back to me to say they've sorted this, can you check and post back to let me know if everything is working as before?

[AdrianKH]

Hi Neil,

I've checked and everything is fine and the App is also working. Many thanks for sorting! 🙂

[NeilO]

@AdrianKH That's great, I'm glad it's working again for you.