Online ordering broken- Call Centre cannot resolve because it's only available to order online.

[GolPen]

Terrible experience trying to add TNT Sports on Discovery+ to my broadband package on a one month rolling contract:

1. Online ordering states that order cannot be processed online and I should ring BT to continue.

2. I have a long conversation with BT, that culminates in confirmation that order is placed and that I'll receive confirmation/setup email within 2 hours.

3. After 3 hours with no order confirmation, I call BT again and am informed that there is no record of an order and that one month rolling contract can only be ordered online; and am invited to consider TNT Sports on a 24 month contract or via Sky, instead, as these are apparently possible.  

How can it not be possible for BT to fix this? Ordering a streaming service is generally immediate. I attempted over a 15 hour period before giving up.

[Alex_H]

Hi @GolPen,

Welcome to the BT Community

I am really sorry to hear of the issues you have had in trying to add TNT Sports to your Broadband package and the time spent. The £23 TNT Sports on discovery+ add-on specifically, is only available to add via the website as you mentioned, so unfortunately is not something one of our guides can add for you I am sorry. 

If you have not already I would recommend clearing the cookies and cache of your browser and trying to place the order again, as well as trying to checkout on another browser or device, to rule out any potential issues there. 

If the issue does persist across different browsers/devices then it would indicate an issue with your account in which case one of our guides should be able to open a fault for your online account to have our IT team investigate the issue further.

If you do not feel you are getting the support you should from our guides when calling, you can contact our complaint team, details of which can be found on our complaints code of practice.

Alex