On demand charges

[PJG2104]

Hi 

On our most recent bill we have £60 of films which we have not ordered. I’ve then looked up previous bills and there are a lot of on demand charges there too! I was online for 4 hrs with BT help the other day trying to resolve this. A complaint has been raised but I have been told that it must have been done by us on our BT box. It definitely wasn’t . The times on one of the horror films which was ordered was at 7 am on a school/work day! Baffled!
I did see a recent post about this / but has anyone got any suggestions? We only have one bt box and we don’t use the app.
 

[zulu17]

Hi @PJG2104 

If you launch the EETV player/app on your TV box then within that player  select the "setting" cog symbol at the top right hand side which brings up settings  . The first settings is Payment PIN which shows whether the current Payment Pin setting is ON or OFF. What is the current setting  ON or OFF.

Do you have any other TV equpment (eg Freesat or Freeview boxes() in the room that is  Humax branded ? I ask this as the EETV boxes respond to IR remotes using the default Humax settings.

[PJG2104]

Hi

Thanks for your reply. 

I’ve gone into settings on the box and I can’t see payment pin. I’ve only got a setting for parental pin. I did go online earlier to our BT account via EE and reset our payment pin. 

We have never bought anything on BT box so didn’t even know there was a payment pin! 

We have Humax freesat box which is the remote we always use.
thanks  

[PJG2104]

I’ve just gone onto EE and found settings you mentioned. It was set to off but I’ve now changed to on.

I’ve also reset the pin on here as well.

[zulu17]

Hi @PJG2104 

I suspect that using the  (Humax) Freesat remote resulted in the  EETV box  also reacting to those instructions and you inadvertantly made the purchases that way. Had the Payment Pin been on it is unlikely that the purchases would have completed as the likeiehood of you pressing keys on the Freesat remote that matched the PIN would be very unlikely.

It is probably possible to change the remote code on the Humax Freesat so that it operates on a different range to the EE TV box .  Instructions for doing this are

1. Switch OFF the power to your EETV box
2. Power ON your Humax Freeview / Freesat box
3. Using your Humax Freeview / Freesat remote control press number 0 and OK at the same time for 10 seconds
4. When the PVR light at the top of the remote control stays lit, a message will also appear on your TV screen about changing the remote control code
5. Press 2 to change the remote control code (you can use any number between 2 & 6)
6. Your remotes will now control the correct box.

[PJG2104]

Thanks for your quick reply. 

If I’d been aware of the pin system I would have made sure it was on. It seems very unlucky that our Humax remote has worked in this way against us. I think we’ve been £170 worth of unlucky!! I think we’ll see if BT come up with this when they update us on our complaint. In the 4 hours we were online with them there was no mention of the pin being on or off

Thanks again for your help! 

[DarrenDev]

The other possibility is that your BT ID has been compromised, and someone has made those purchases online. Feel free to email me at tv.apps@bt.com and let me know your BT ID or account number, and I can find out how the purchases were made.

[PJG2104]

Thanks. BT are adamant we made the purchases from our box. I’ll email you.

[PJG2104]

Can I private message you on this forum rather than email? 

[DarrenDev]

Yes, no problem