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Kinder74
Aspiring Contributor
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Message 1 of 43

BT TV Purchases

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Dear Forum,
I have recently cancelled my BT TV package and have tried every day for a week since the package deal ended to try and login to the BT TV purchases app to download the films I had purchased with no joy. So I went to call the help centre and they told me I can’t have access to the films anymore as I’m not a BT tv customer!! As far as I’m aware even if I wasn’t a BT customer full stop I could still have access to the films ( I still have broadband and mobile accounts with BT) I’m seriously considering leaving BT altogether after this as BT is breaking a contract with me as I’ve purchased the digital content. Has anyone else had this problem??
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Guru
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Message 2 of 43

Re: BT TV Purchases

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Hi, as per the norm the Customer Service staff have given you the wrong information. From the help pages.

BT TV Purchases on the app and web player

The BT TV Purchases App allows customers who've left BT TV to still access the films and box sets they've bought. It's available on iOS or Android so you can download the app to your device from the Apple App Store or Google Play Store.

What happens to my purchases when I leave BT TV?

When you leave BT TV, it takes 24 hours for your purchases to be activated in the BT TV Purchases App.

How do I log in?

You'll need to have your BT ID, which was set up for your BT TV account. It's the same log in information you'd use to check your bills online. If you don’t have a BT ID, you’ll need to set one up before your service is stopped.

You need to remember your BT ID and password to use the TV Purchases App.

 

Stew

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Kinder74
Aspiring Contributor
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Message 3 of 43

Re: BT TV Purchases

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Thanks for the reply - I’ve stated all that to them on the phone and raised a complaint. I asked them to put down the managers employee number in the complaint script so I could raise his incompetence with the new CEO nick lane when I leave as a loyal broadband customer of 10 years. This is simply not acceptable and the company are on very dodgy ground considering I’ve paid for something that they are denying access to - basically theft. I will be contacting the ombudsman to highlight this also.
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Distinguished Guru
Distinguished Guru
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Message 4 of 43

Re: BT TV Purchases

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The simple facts are

once you have left BTTV you will not be able to access  the purchases on BT TV

the alternarive method  you can access the previous purchases is via the BT Purchases app or  web player.

I  believe upto 4 devices can be registeded.

In your case which devices have you attempted to use for the BT Purchases. ? have you tried more than one device  and experienced similar  problem ?

Are you able to log into the Bt Purchases app ?

Is the issue that you cannot see any of your content or that you are unable to download or play any of the content ?

Was any of the purchased content downloaded via the BT TV app whilst you had the BT TV contract?

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Kinder74
Aspiring Contributor
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Message 5 of 43

Re: BT TV Purchases

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In your case which devices have you attempted to use for the BT Purchases. ?
I have only tried to login to the BT TV purchases app and it won’t let me login.

have you tried more than one device and experienced similar problem ?
Yes - on an iPad and IPhone - same error ‘Third party user not subscribed’

Are you able to log into the Bt Purchases app ?
No

Is the issue that you cannot see any of your content or that you are unable to download or play any of the content ?
Can’t login to see anything never mind download what I own!

Was any of the purchased content downloaded via the BT TV app whilst you had the BT TV contract?
Yes - when we went on holiday to keep the twins occupied
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Moderator
Moderator
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Message 6 of 43

Re: BT TV Purchases

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Hi @Kinder74

Sorry you have had issues with this and welcome to the community.

Can I ask as you have mentioned you are unable to login.

Are you able to login to your MyBT to view your bills on bt.com? I only ask as that would be the same login details for the BT Purchases app.

Thanks

Stuart

 

Community ModeratorStuartH
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Kinder74
Aspiring Contributor
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Message 7 of 43

Re: BT TV Purchases

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Yes - full access to MyBT and can see the billing section.

The only differences are that the email said my BT TV would cease on the 1st Feb yet the billing section on MY BT app says 16 Jan - 15 Feb
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Distinguished Guru
Distinguished Guru
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Message 8 of 43

Re: BT TV Purchases

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 Thanks for the clarifications.

looks like it is the BTID or password that is causing the problem.

i quickly had a look at the app on my iPad and if I used my correct logon details I as a current BT TV customer got the offer of a redirect to the BT TV app , but if I entered either an incorrect BT ID or incorrect password I got the error you reported.

I presume you have checked the case sensitivity and for any superfluous spaces in the data entered and that there is no erroneous auto filing of the fields by the iPad.

I iwill alert the forum mods to the issue that you are experiencing. ... I see @StuartH has already responded

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Moderator
Moderator
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Message 9 of 43

Re: BT TV Purchases

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Hi @Kinder74

I would need to get more information to see if we can sort this out for you.

I've sent you a private message asking for information we need to take a look at your account. Can I ask you to also provide the BT ID your using in the reply so we can further look at this for you.

Cheers

Stuart

Community ModeratorStuartH
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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BT TV Expert
BT TV Expert
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Message 10 of 43

Re: BT TV Purchases

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Hello @Kinder74

Your issue should be fixed now, can you confirm please?

Community ModeratorDarren
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I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, and help where I can with BTTV queries. Go here for more info.