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Message 21 of 32

Re: BT TV App Offline Playback

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Thank you @srome68,

I'm going to let the team know and hopefully we can get to the bottom of it  soon for you.

I'll most likely receive word back from them on Monday but if they update us over the weekend I'll be here and will let you know.

DanielS

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Message 22 of 32

Re: BT TV App Offline Playback

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Thanks.

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Message 23 of 32

Re: BT TV App Offline Playback

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You are very welcome @srome68.

The team will pick it up tomorrow and most likely reply to us on Tuesday. @RobbieMac will check it for me on Tuesday and let you know what the team have done. If more work is needed I'll be here on Wednesday and will follow up with you.

Thanks

DanielS

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Message 24 of 32

Re: BT TV App Offline Playback

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Hi @srome68,

I am sorry for the amount of time it's taking to get everything fully investigated for you. Our TV Experts are investigating it trying to get to the bottom of it. As soon as we hear back from them we will be in touch.

Thanks

DanielS

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Message 25 of 32

Re: BT TV App Offline Playback

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Since the recent app update (last couple of days) I can now play downloaded content offline without having to connect to the internet.

My only problem now is still not being able to download a Series I purchased, still generates the error GW908 the number of times you can download has been restricted.

Just so your aware I have now cancelled paying for the BT App Extra (I feel like I'm beta testing) rather than an end user and I'm not paying for that privilege.

Thanks

Stuart..

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Message 26 of 32

Re: BT TV App Offline Playback

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Hi @srome68,

I am sorry that you had to cancel it. Once we get to the bottom of everything I will see if there's anything that I can do to help you with the extra app.

There is a concurrency lock for downloading content. Purchases are limited to 1 download per asset.

If the series has already been downloaded to a device, the concurrency lock is in place until the download is deleted from that device.

Have you downloaded this series to another device? If so, you need to be online and delete the downloaded content from that device in order for the content to be available for download on another device.

Thanks

DanielS

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Message 27 of 32

Re: BT TV App Offline Playback

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As stated on the phone call I don't have any content, which i might add i paid for downloaded on any device at all!

If it is downloaded give me the ip address to which device it's downloaed on?

This is a problem is with this particular BT service as I know 100% it's not downloaded on any device!

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Message 28 of 32

Re: BT TV App Offline Playback

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Thanks for confirming that for me @srome68.

As soon as I hear back from the team I will update you.

Thanks

DanielS

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Message 29 of 32

Re: BT TV App Offline Playback

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Hi @srome68,

We are getting your account updated to allow the download again. It may take a few days before it's fully resolved. I'll be in touch when I know more.

Thanks

DanielS

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Message 30 of 32

Re: BT TV App Offline Playback

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Hi @srome68,

Thanks for speaking with me on Friday.

When you get a chance, please reply back and let me know if it's all working for you now Smiley Happy

Thanks

DanielS

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