Upgrading from the legacy Max 4K BTTV package to the New Entertainment Max package

[duxies]

Hi, I have recently moved home and I had some issues moving my BT broadband and TV services into my new home, where this forum and the moderators managed to quickly resolve my TV access issues. I would now like to upgrade my legacy BT TV Max 4K package to the new Now TV Entertainment Plus package but when I attempt to do this via the MyBT app it just states that I need to call BT. Surely there must be a way to upgrade my TV package online. I’m currently paying over the odds (£29pm) for the legacy product which has recently had many premium  channels removed from it. I’ve tried calling BT but I’m just on hold for literally ages with no response. My current TV package is also off contract and it actually no longer appears when I view My Products in the MyBT app.

Also I am currently in contract for broadband with the Fibre 100 product and my address search states that my line supports the Fibre 250 product and I’d like to also upgrade to this product but when I click the upgrade button in MyBT, I just get the same issue telling me to call BT.

Any ideas?

[PaddyB]

Hi @duxies,

Thank you for posting. I'm sorry you haven't been able to change your package online and haven't been able to get through to BT on the phone.

If you send me your details, I'll be able to help you get your package updated. 

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[duxies]

Thanks Paddy.  I have replied to your private message withy all of my details.

I look forward to hearing from either you or one of the other moderators to resolve my change of package issues.

Cheers

Steve

[duxies]

I have been liaising with the Moderator, Neil regarding my upgrade issues and Neil has managed to progress things for me very well. My TV package has now been upgraded and my order for the upgrade to the Fibre 250 plus Halo 3 broadband product is now appearing in MyBT.

Unfortunately the broadband order appears to be ‘stuck’ in the Pending status with an activation date of yesterday.  Also, when Neil’s colleague managed to place the order I didn’t receive any of the usual confirmation emails.

As Neil is now off-shift for a few days, could any of the other BT Moderators look into why my latest order is stuck as Pending, please?