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Tel7
Beginner
640 Views
Message 1 of 7

Can't use the BT TV app or log in online to watch BT TV

Hi,

I have chatted online and been passed around various teams having called numerous times and still my issue of not being able to use the BT TV app or log in online to it has not been resolved.

I have just joined as a customer with a broadband & TV package.

When I try to log in on the BT TV app on my iPhone I get the message...

'Sorry there's been a problem logging in, please check your details and try again. If the problem persists please click here for more login help (AJ931)'

When I log in to My BT account then click BT TV then Watch TV, I get the following message straight away and when I try to log on...

'WJ931 Sorry there's been a problem logging in, please check your details and try again. If the problem persists please click here for more login help.'

When I originally signed up for the packages, my phone line was still connected to my old provider so the order couldn't go ahead and was cancelled. Looking at this order, only the broadband was cancelled and the TV part proceeded as this didn't require the phone line.

When I look at the original order it states:

Timeline Tue 6 Feb 2018
Tue 6 Feb 2018 - Service activation BT TV on the app

Your phone order has been cancelled 

Wed 21 Feb 2018  - Service activation BT TV

 

It looks like this was then stopped...

Timeline

Tue 13 Feb 2018 - Stop service
BT TV
 
I then have my new order which has the Broadband, phoneline and TV acitvation dates.
 
It may be a red herring but the starting and stopping of the order is the one thing different than a normal order.
 
I have highlighted this to the start and they said I only have one BT account.
 
Can anybody assist me with this?
 
Thanks,
 
Terry
6 REPLIES
Moderator
Moderator
600 Views
Message 2 of 7

Re: Can't use the BT TV app or log in online to watch BT TV

@Tel7 Welcome to the community and thanks for posting, if you send over your details we'll be able to help you get this sorted. You'll see the contact the mods link if you click my username. 

Community ModeratorNeilO
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Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a Private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thank You
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Asav
Beginner
504 Views
Message 3 of 7

Re: Can't use the BT TV app or log in online to watch BT TV

I have the same problem. I was told this would be rectified within 48 hours a week ago during an online chat. To date I have not heard back.

0 Ratings
Asav
Beginner
499 Views
Message 4 of 7

Re: Can't use the BT TV app or log in online to watch BT TV

I would like help with the sme problem please.


@NeilOwrote:

@Tel7 Welcome to the community and thanks for posting, if you send over your details we'll be able to help you get this sorted. You'll see the contact the mods link if you click my username. 


 

0 Ratings
Moderator
Moderator
489 Views
Message 5 of 7

Re: Can't use the BT TV app or log in online to watch BT TV

@Asav Sorry about that, we'll be able to get this looked into, please send us over your contact information, including your BT account number and one of the mod team will get in touch. 

Community ModeratorNeilO
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”
Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a Private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thank You
0 Ratings
Kervi
Beginner
297 Views
Message 6 of 7

Re: Can't use the BT TV app or log in online to watch BT TV

Hi did you sort this problem..having same issue and no one at BT can seem to help.. Getting tired of ringing
0 Ratings
Elder-Mike
Beginner
205 Views
Message 7 of 7

Re: Can't use the BT TV app or log in online to watch BT TV

Have you got BT app Extra for the BT tv app, I can't wach my tv channels on there unless I pay £5 extra a month for my high price of £106 a month for tv and internet and I have to pay more to watch the channels on the go...

If you have that extra you should be able to watch it on the app. not sure about the desktop as I only watch the footie on it and I can watch that for free on the BT Sports app.

0 Ratings