My Zone is empty on my BT TV Box when I have purchases available on my other devices

[darrengerry1969]

Please help.

I have purchased many movies from my BT TV Box over the last 10 years. Have now received a new BT TV Box Pro and once setup, can no longer see any purchases in My Zone.

I can, however, see all of my purchases in BT TV on my iPhone and iPad devices.

Seems to be a specific problem with BT TV Box Pro or an account/subscription mismatch. Please advise?

[DarrenDev]

It can take up to 24 hours from first setup for the new box to pick up your purchase history. Has it been longer than that?

[darrengerry1969]

Yes, I set it up three days ago and checked yesterday. I’ve raised a ticket with TMC yesterday as well.

[DarrenDev]

OK great - if a ticket is already with TMC then they'll sort it for sure.
Out of curiosity - have you tried playing any video in the BT Player? Even a trailer would do.

[DarrenW]

Hi @darrengerry1969 

Can you send me a direct message with your BT account number and I'll take a look at this asap for you, your experience isn't right, all of your purchased content should be there with no delay in them showing (for example in 24hrs).

[DarrenW]

Hi @darrengerry1969 thanks for providing your details.

Top line is, you can't move purchased content between BT accounts, they are unique to the account.

You seem to have 2 addresses, the purchases you made which you see when logged in to the TV App are for the account where you used to have TV but cancelled it.

If you take TV at another address (not a home move, in your case you had 2 lines) you have no purchased content on that account.

There isn't a mechanism to move purchased content between BT accounts but you still have access to it all on the app.