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Beginner
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Message 1 of 15

Total Entertainment Package but no Premium channels, BT Player or BT App

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Hi,

 

Ordered Total Entertainment as part of my broadband, phone, tv package. My Youview box installed correctly, receiving 52Mb connection (Fibre to the Premises.) No Premium channels are being received, saying that I have to subscribe to them, no BT Sport (which is working on the app) No BT Player, and BT TV app is not working suggesting that "BT Everywhere is not activated on your account."

 

I've spent a few hours on the phone to support, the latest telling me that the system is in a "stabilisation phase" and will resolve itself.

 

It looks to me like my account isn't working in the background and the relevant services aren't active. Could someone please contact me to resolve??

 

Many Thanks,

 

Des

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14 REPLIES 14
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Moderator
Moderator
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Message 2 of 15

Re: Total Entertainment Package but no Premium channels, BT Player or BT App

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Hi @desmcintosh and welcome.

 

I'm sorry all the services haven't been added to the acount. The quickest way to get this sorted would be to contact our orders live chat team so can you give them a go and let me know how you get on?

 

Cheers

 

David

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Beginner
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Message 3 of 15

Re: Total Entertainment Package but no Premium channels, BT Player or BT App

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Hi David,

 

Thanks for coming back to me. I've already been through to the TV help department, who tell me that all the package options are live - but I'm still not receiving any premium content or BT Player. I've been told to wait 7 days and see if the premium channels suddenly appear. 

 

Is there a trouble shooting department who can take these sort of issues forward??

 

 

It's been a long a tiresome seven week process to try and get BT services live.

 

Des

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Moderator
Moderator
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Message 4 of 15

Re: Total Entertainment Package but no Premium channels, BT Player or BT App

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@desmcintosh Sorry about that, I don't think they'll suddenly appear as this sounds like a subscription problem.  Send over your details using 'click here to contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.

Thanks

Neil

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Beginner
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Message 5 of 15

Re: Total Entertainment Package but no Premium channels, BT Player or BT App

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Thanks Neilo,

 

I've submitted a request throug the contact page as directed.

 

Many Thanks,

 

Des

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BT TV Expert
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Message 6 of 15

Re: Total Entertainment Package but no Premium channels, BT Player or BT App

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Hi Des,

 

Please try again now 😉

 

Thanks

 

Gavin

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BT TV Expert
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Message 7 of 15

Re: Total Entertainment Package but no Premium channels, BT Player or BT App

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Hi Des,

 

From what I can see, your device has now successfully associated to your account.

 

Please can you confirm everything is now working as expected.

 

Many thanks

 

Gavin

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Moderator
Moderator
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Message 8 of 15

Re: Total Entertainment Package but no Premium channels, BT Player or BT App

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Hi @desmcintosh,

 

I've been trying to call you to check if this is sorted. Can you post back and let myself or @gavinlambourne know.

 

Cheers

 

David

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Beginner
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Message 9 of 15

Re: Total Entertainment Package but no Premium channels, BT Player or BT App

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Hi David,

 

Thanks for your persistence and attempts to contact me. The TV service at home on my Youview box is working fine, and The BT Player is now working. The only thing leftis the BT TV app on my iphone, when I log in it tells me "It appears TV Everywhere is not active on your account. If you have already subscribed see our FAQs (TVE_A914)"

 

The last thing is to straighten out my billing, with my TV service actually starting on the 12th November. Is this something you can look at or raise?

 

Thanks for your help.

 

Cheers,


Des

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Moderator
Moderator
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Message 10 of 15

Re: Total Entertainment Package but no Premium channels, BT Player or BT App

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HI @desmcintosh,

 

I'm really glad to hear the tv service is working. I can straighten everything else out for you. I'll be in touch soon.

 

Cheers

 

David

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