Error BTP-11169 - Sports channels not working

[ldunsire]

At the moment my sports channels, both BT and Sky, aren't working. It just says I need to add them to my package. If I click OK to add them, it just says the error is BTP-11169.

I've went through all the checks with technical support but they couldn't figure it out. They said all the sports are still on my package, the connection is fine and there was nothing to suggest they shouldn't be working.

It's been passed to TMC as a complex fault, but I've been told it could be 5 days before I get a resolution. This is very frustrating, as I was planning on using the sports channels a lot this weekend and have guests. 

I feel the error may be something to do with the fact I removed the Netflix and NOW subscriptions from my package the other day, as I wasn't using these enough. But the technical support couldn't find a link and said the channels should be working from what they could see.

I noticed this error code has been resolved on this forum a few times, so thought I'd try my luck on here and see if there is a fix that may get this problem sorted a bit quicker. 

Thanks!

Laurie 

[NeilO]

Hi @ldunsire thanks for posting, I'm sorry to see you're getting the BTP-11169 error on the sports channels. Are you getting this error on both the HD and SD variants of these channels? Try 408 and let me know if that works?

Thanks

Neil

[ldunsire]

Hi Neil,

Thanks for your response.

So it turns out the SD channels are working. 

But when I made the changes to my package I do remember specifically keeping the HD add-on, but now if I go to make changes it allows me to add it on as a new add-on. 

I've tried re-adding and will let it refresh, unless you have any other suggestions?

Laurie

[ldunsire]

OK, worrying update. so I went to add the HD again, and left the big sport package - but now I've received an email saying I've just cancelled my "TV Everywhere with Extra Box" and I've just signed up for NOW TV again. 

I think I may have made things worse... 

[PaddyB]

Hi @ldunsire,

Thank you for posting back. If you send me your details, I'll be able to check this for you.

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

[ldunsire]

Thanks, I've replied. 

[ldunsire · Accepted solution]

OK, it appears the issue has been resolved. 

I'm not sure if this is due to the changes I made?

I got an update at 6am saying the package changes had been implemented, and when I went onto BT Sport HD channels a few minutes ago it did still say I had to add them to my package - but this time when I pressed OK it loaded something for a few seconds and then the channel appeared again!

So I think I'm good now! 

[DanielS]

Hi @ldunsire,

It looks like your order has got it working again.

On your original order it removed Netflix and part NOW as you said. However, it also removed your NOW boost and HD for the rest of your channels.

That's why the BT Sport HD channels are working now since you reordered it. I am sorry that this wasn't noticed sooner.

I can see that you have a complaint open with another team, would you like me to close it so they don't go into your account now?

Thanks
DanielS