Cannot upgrade TV or broadband package

[KatyP]

We moved to FF and an Entertainment TV package in September 2026

Although  we should be able to swap the Entertainment package for Sport over 1 month in theory this is proving impossible in practice. If I pick upgrade my TV  the screen flickers for a moment saying they are hand picking deals for me but then I just get a message that more deals are coming soon/personalised offers are not available right now. I get the same message on the app and on the web portal and the same message if I try to upgrade the broadband. I rang sales and they had the same issue.

[Lesley_W]

Hi @KatyP 

Thanks for coming to our community. 

When you spoke to our sales team and they were unable to upgrade you, did they say what the next steps were to get this resolved?

Lesley

[KatyP]

No

I was advised to go to Now Tv and HBO directly to add the sports channels!!

[Lesley_W]

Thanks for the extra info @KatyP 

I'm sorry you didn't get the help you needed when you spoke to the team. 

 I'd recommend speaking to the team again so they can look into why this is happening. If at any point you don't feel like they are working on a resolution, you can ask to open a complaint and escalate this if needed. 

Lesley

[KatyP]

Complaints have only suggested deleting my BT ID but this was a disaster as I could not then link my account so could not even see my bills! I was shockingly told that I would now have to pay for paper bills. The complaint team did nothing to solve either the initial problem or this new issue which left me worse off than before but I rang the tech help team myself and the team member managed to link my account to MyBT

The cause of the problem is clearly not MyBT ID. No other solution has been proposed! 

[Debbie_G · Accepted solution]

Thanks for coming back to us, @KatyP.

I can appreciate your disappointment, especially as you've spoken to a number of teams and the issue still remains.

Given that you're seeing the same message across both the app and the website and Sales were unable to process the change, this sounds like something that will need further investigation.

As the steps taken so far haven't resolved the issue, I'd recommend getting back in touch with our support team and highlighting that the problem remains across multiple channels, and that Sales were also unable to make the change. 

Debbie

[KatyP]

I have been trying all these steps for 10 weeks!

[kinetic747]

Creating a new BT ID seems to be their answer to everything, no idea what's going on with them.

[KatyP]

Well miraculously and 10 weeks on the account is now working properly on the app and on the web portal and with no resetting of the BT ID!!

However I discovered this on my own - no one from complaints has been in touch to tell me of the fix. I now want to know what was wrong and what was done to fix it. Will post when I know in case it helps someone else struggling.