BT TV Entertainment/Multicast query

[sbhmum]

When I first ordered BT TV I was told I could have the Entertainment Package and BT Sport with my BT Infinity. However, the first order was cancelled by BT (long story) and on re-ordering I was told we could only have the Essential Package and would have to use the app for BT Sport. After asking on many occasions I have finally been told today that this is because my exchange is not multicast enabled. However, on checking on the ADSL availability checker on the BT Wholesale site, using my phone number, it says that both Fibre and Copper multicast are available on my exchange. So why can I not have BT Entertainment and Sport?

Would really appreciate some help! Thank you.

[rarmitage124]

What kind of speeds are you receiveing?

[sbhmum]

Thank you for your reply.

Have just run a speed check (wireless) and got 30.75 Mb/s download and 6.34 Mb/s upload.

[rarmitage124]

Well it should work especially for BT Sport. Have you tried ordering online.

[sbhmum]

Yes I thought I should be able to have both BT Entertainment and BT Sport, and yes I have tried to order BT Sport online but it insists I need BT TV too (which I already have of course), or extra hardware (Powerline Broadband Extenders - which I already have too!). I am wary of trying to upgrade to BT Entertainment online as I have had a long list of issues in the past 2 months since I first placed my order (have called on 10 occasions for various reasons). In fact I was told it was because I ordered online that my initial order was cancelled, even though I had been chatting online with an advisor as I did so.

[rarmitage124]

You may need a Mod to help you. In a couple of days a mod may contact you through a post or someone with a higher rank than me may alert the mods.

[sbhmum]

I hope so! It would be great to finally get assistance from someone who knows what they're talking about 🙂 I am getting very frustrated with the whole situation. Thank you for your help.

[rarmitage124]

Post back your results it will be interesting to see what happens. 🙂

[StuartH]

Hi Sbhmum

Sorry to hear of the problems you've encountered when trying to get BT Entertainment and Sport.

I can have this investigated for you, send me an email using the contact the mods link in my profile.

Thanks

Stuart

[sbhmum]

Message sent to Mods 30/1/15.