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swanbear18
Aspiring Contributor
1,107 Views
Message 51 of 115

Re: BT TV Purchases

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Thank you stone77 I do seem to be going around in circles with them. Dave I hope you can help.
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DarrenW
BT TV Expert
1,098 Views
Message 52 of 115

Re: BT TV Purchases

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Hi @swanbear18 

Should be working now, try again please? 🙂

Sorry for the fact you've had to experience this problem, we are completely aware of customers not  being able to access the app when leaving BT and also completely aware that there is no support wrap for the product when you call BT. We have solutions lined up, just waiting for them being delivered. We do also apply an automated script which fixes these but sometimes due to data issues there can be some delay between a customer leaving BT and you being able to access the app.

Worrying I know as from a customer point of view you've just lost potentially hundreds of £s, but as long as customers find this forum thread, I will always fix you up.

 

swanbear18
Aspiring Contributor
1,093 Views
Message 53 of 115

Re: BT TV Purchases

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DarrenW
Thank you so much for your help I can now log in.
It definitely is a concern. My main issue was that no one at the customer services dept seemed to understand the issue and were only willing to resolve it via a refund (£50 when I have spent between £200-£300 by my estimate).
Is their any way that, as an interim fix, this thread can be passed on to customer service reps so they can in turn inform customers of a resolution?
Thank you again for your help it is very much appreciated.
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DarrenW
BT TV Expert
1,087 Views
Message 54 of 115

Re: BT TV Purchases

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@swanbear18 

Good to hear thanks for confirming, I will have all faults customer service reps briefed on the issue and what to do when a customer complains.

samanthacouch
Beginner
1,042 Views
Message 55 of 115

Re: BT TV Purchases

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Hello darren

i would like to access my purchased films on BT but it is coming up with third party error message. Can you help? 

Thank you

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DarrenW
BT TV Expert
1,029 Views
Message 56 of 115

Re: BT TV Purchases

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Hi @samanthacouch 

Should be working now can you retest please?

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samanthacouch
Beginner
1,011 Views
Message 57 of 115

Re: BT TV Purchases

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Hi it’s not working but I had to re register to write on this forum as it wouldn’t let me login. My orgininal login email was *****************@hotmail.com

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NeilO
Moderator
Moderator
992 Views
Message 58 of 115

Re: BT TV Purchases

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@samanthacouch I've sent you a Private Message with details on how you can get in contact with the mod team if you need any help getting this sorted. 

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swanbear18
Aspiring Contributor
905 Views
Message 59 of 115

Re: BT TV Purchases

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Hi again Darren

I'm having further problems with the purchases app. When I try to download any purchase to view I keep getting the following message:

'Oops, there was a small problem. No assets found.'

I can't figure out what this means. When I have checked my settings I noticed I have 0 of 4 devices linked to the account. Could that be the problem? I can't see how to add a device other than by attempting a download. Might you be able to assist again please.

Many thanks

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DarrenW
BT TV Expert
900 Views
Message 60 of 115

Re: BT TV Purchases

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Hey @swanbear18 I can help yes.

Please delete app data and cache from your device application settings, uninstall and reinstall the app and try again.

If you still have trouble after that let me know

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