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Message 1 of 3

New customer, error code 15000 or 15990

I’m wondering if anyone can help.

In the process of moving home and switched to BT full fibre and tv package.

Internet went live on Friday so that’s fine. Plugged the BT TV box in last night and keep getting either error code 15000 or 15990 with it saying I’m not a customer.

Eventually got through to someone on the phone number given only for him to say he doesn’t deal with full fibre issues. He then put me through to someone else only to be cut off saying they shut at 2000hrs.

Tried using the chat bot on the BT site, which basically took me through a factory reset of both my tv box and my hub but still nothing.

Any advice most welcome please.

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Message 2 of 3

Re: New customer, error code 15000 or 15990

Hi @Adrianpne,

Sorry to hear your TV services are not working. 

I have made a change to your account so if you are able to retry when convenient for you please and let me know how you get on. Thank you,


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Message 3 of 3

Re: New customer, error code 15000 or 15990

Hi Gemma, i'm a new customer and getting the 15990 error messaging when trying to use BT player.  Can you please help?

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