Can't use the BT TV app or log in online to watch BT TV

[Tel7]

Hi,

I have chatted online and been passed around various teams having called numerous times and still my issue of not being able to use the BT TV app or log in online to it has not been resolved.

I have just joined as a customer with a broadband & TV package.

When I try to log in on the BT TV app on my iPhone I get the message...

'Sorry there's been a problem logging in, please check your details and try again. If the problem persists please click here for more login help (AJ931)'

When I log in to My BT account then click BT TV then Watch TV, I get the following message straight away and when I try to log on...

'WJ931 Sorry there's been a problem logging in, please check your details and try again. If the problem persists please click here for more login help.'

When I originally signed up for the packages, my phone line was still connected to my old provider so the order couldn't go ahead and was cancelled. Looking at this order, only the broadband was cancelled and the TV part proceeded as this didn't require the phone line.

When I look at the original order it states:

Timeline Tue 6 Feb 2018

You placed your order

Tue 6 Feb 2018 - Service activation BT TV on the app

Wed 7 Feb 2018  Order cancelled

Your broadband order has been cancelled

Your phone order has been cancelled 

Wed 21 Feb 2018  - Service activation - BT TV

It looks like this was then stopped...

Timeline

Tue 13 Feb 2018 - You placed your order

Tue 13 Feb 2018 - Stop service

BT TV

I then have my new order which has the Broadband, phoneline and TV acitvation dates.

It may be a red herring but the starting and stopping of the order is the one thing different than a normal order.

I have highlighted this to the start and they said I only have one BT account.

Can anybody assist me with this?

Thanks,

Terry

[NeilO]

@Tel7 Welcome to the community and thanks for posting, if you send over your details we'll be able to help you get this sorted. You'll see the contact the mods link if you click my username. 

[Asav]

I have the same problem. I was told this would be rectified within 48 hours a week ago during an online chat. To date I have not heard back.

[Asav]

I would like help with the sme problem please.

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@NeilOwrote:

@Tel7 Welcome to the community and thanks for posting, if you send over your details we'll be able to help you get this sorted. You'll see the contact the mods link if you click my username. 

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[NeilO]

@Asav Sorry about that, we'll be able to get this looked into, please send us over your contact information, including your BT account number and one of the mod team will get in touch. 

[Kervi]

Hi did you sort this problem..having same issue and no one at BT can seem to help.. Getting tired of ringing

[Elder-Mike]

Have you got BT app Extra for the BT tv app, I can't wach my tv channels on there unless I pay £5 extra a month for my high price of £106 a month for tv and internet and I have to pay more to watch the channels on the go...

If you have that extra you should be able to watch it on the app. not sure about the desktop as I only watch the footie on it and I can watch that for free on the BT Sports app.

[Leks]

Any update from this

[Dean007]

Hi @Leks

Are you having issues with the app, if so what? And we can see if anyone can help you.

[JohnC2]

Hi @arirving sorry you are getting this error code when trying to access the BTTV App. I've moved your post to create your own thread as that's the best thing to do.
t's strange that you are able to view the BT Sport App ok. Do you have a BTTV subscription or do you only have BT Sport on Sky?

Post back and let me know.
Cheers
John