Ordered BB, Landline, BT Sport - no email+ "Watch BT Sport online and on the app right away"not work

[stagger321]

Hi there.

I have an order for "Broadband, Landline, BT TV & BT Sport", plus a whole set of One-Off bits and bobs, placed on Friday 30th Oct.

I have looked, but I can't see any email from BT (not in SPAM either).
However I can log into my BT account (setup at the time) , which does not show much.

I have managed to track down an online receipt I printed to pdf after the order which lets me track the order.
When I go into the tracking page it confirms my order and interestingly gives me the option to:

"Watch BT Sport online and on the app right away" for free. Great.

When I try to an put in my BT ID it lets me login, but then says I need to upgrade the service.

If I load the app and login it says ".....unable to find an active BT Sport suscription" etc etc.

So
a) confused why no email after my order,
and
b) why no 'free' BT Sport on the app as promised.

Thanks

[imjolly]

You need to phone CS 0800800150 from mobile to find out what is happening. This is a customer help customer forum and your post does not go to BT

[-Richie-]

You first need to setup a BT ID, then make sure you have account holder status to watch BT Sport, if you have problems, ring the billing team on the number @imjolly  provided, it's the billing team who deal with BT ID problems.

For account holder status, try this :

1. Log in to My BT >
2. Click on Settings and Your account
3. Scroll down and you'll see if you're an Account holder or Account manager
4. Click on the I should be the Account holder link and follow the steps

[stagger321]

Lo again.

OK, so the lack of email was investigated and found to be a technical fault on BT's side. I have had to repurchase the package, and now have a confirmation email. My package install date is back a week, but great, I have that email.

Thats the good news. 

When I try and login to myBT on the PC, I can, but it only allows me to either view my personal details (from when I initiallyset up the MyBT account), or it continues to ask me to enter my account details.
I don't have an account yet, so can't.
All I have is an order number.

If I try and log into the same account for the BT app, it won't let me login - using the same username/password. I think it is waiting for an account number, which again I have not been provided with.
@-Richie- There is no Settings, or Account Holder/Manager options that I can see via either login method
So I am stuck. No free BT Sport.

[stagger321 · Accepted solution]

So good news. After a chat with the very helpful Customer service lady, it appears my myBT account was pointing at the old screwed up order.

This was rectified yesterday, and today, I can see my order online, and I can see BT Sport on my phone. So all fixed.

Very happy as this was resolved very quickly and I was able to easily speak to a UK based customer service admin, unlike the somewhat rubbish offshore customer service team I am used to with Talktalk. 👍