BT TV Purchases

[DarrenW]

Hi @TheM 

It's a shame you can no longer enjoy BT products, maybe some time in the future!

The desired experience when you leave BT is that you will still be able to access the content you purchased on digital devices for the foreseeable future, (No physical copy) and therefore I'm sorry that this didn't work for you.

I think your experience has made it clear that our front-line advisors do not have the correct information or panic to provide support to ex-customers who no longer have an account with us, something which we will look to change. I also think that this is exactly why you were passed around/cut-off (hope it was not intentional) as I suspect this scenario would rarely ever occur, and when it does it catches our advisors off-guard, that being said the work ethic I would expect is to go and fetch the correct answer and come back to you.

The advice you had been quoted around the limited 30 days access was true at one point but no longer is, so you can be rest-assured that your digital purchases are indeed protected.

What am I doing to improve the experience going forward?

• I will be investigating your individual example to understand how we let you leave BT with no access to your store purchases, this indicates something went wrong in our process (we will find out what it was fairly quickly and put it right)
• We will review all of our documentation to ensure that advisors have the correct information when customers call BT
• We will review all of our terms and conditions on bt.com to ensure we provide the correct terms
• We will review how we can better support ex-customers who still use our products

Despite you coming to the forum thread for last ditch advice, your experience had already made its way to my desk before you posted which gives me confidence that we are trying to do the right thing 😊

Sorry again for your poor experience, hope you remain a BT Sport customer and if you need any help in the future I am always here!

[TheM]

Thank you @DarrenW for the most cohesive and comprehensive reply to date from BT in my particular case. 

I am keen to point out that this isn't about my individual situation, nor is it about the movies/content that I maintain I have a right to continue to enjoy at my own leisure, alongside unrestricted access, from a time perspective. (I thank you for your acknowledgement and the confirmation that this access will be granted ongoing). For me what this was really about was  principle and transparency.  About 'doing the right thing'. Hell, most of the content will be on TV Gold before I could burn them all to DVD (if I even had a DVD player)! I would imagine that the lion share of your colleagues would be just as aggrieved as I was if confronted with the same denial to products purchased.  One wonders how many ex BT customers have forgone the right to content they have vested/fiscal interest in, due to "30 day access" policies or being wrongly advised that their access will be denied immediately upon contract termination?

I accept that BT is a behemoth organisation and that often SOP's and directives can occasionally become out dated and inaccurate. That said, more than a handful of the CS representatives I spoke to, were very clear, immediately, without prompting or seeking further guidance that I would lose access to paid for content.  It felt, in my experience, that this was their mandate.  Only when pressed or indeed when I referenced this thread did matters escalate. One can't help but feel skeptical. 

On that point,  I must commend you and BT for facilitating this platform, which is testament to your public accountability and purported desire to improve communication and fairer policy. 

I look forward to observing how this thread updates with BT policy changes that are clear to consumer and are altogether...a bit better. 

Many thanks. 

[Slimeddie]

• I tried what they told me but lost the 150 odd films I had bought for me and the kids. Wasn’t impressed.

[DarrenW]

Hi @Slimeddie 

Please send me a private message with the account number for your TV service which you have recently cancelled and I will fix this for you.

[Slimeddie]

Ok will do

than you 

[bigazz]

Hi @DarrenW I am also having the same problem. I could log into the bt app just before I cancelled. It now says I can't login to see my purchases after sales team confirmed I would be able to view my previous purchases (over £1000 worth of films!). Are you able to check my account please? P.S I'm a newbie and can't find the option to DM you my account details. Not sure if anything's changed since last post. please help

[DarrenW]

Hi @bigazz 

I will fix this for you don't worry, I will reply on this thread once it is up and running.

[bigazz]

Hi @DarrenW have you received any update on fixing the access please?

[DarrenW]

Hi @bigazz

I have sent you a direct message with some further information on the problem, it details how you can get your service working.