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Tel7
Beginner
1,892 Views
Message 1 of 11

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
10 REPLIES
Moderator
Moderator
1,852 Views
Message 2 of 11

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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Highlighted
Asav
Beginner
1,756 Views
Message 3 of 11

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
1,751 Views
Message 4 of 11

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
1,741 Views
Message 5 of 11

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
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Kervi
Aspiring Contributor
1,549 Views
Message 6 of 11

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
Aspiring Contributor
1,457 Views
Message 7 of 11

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
Leks
Newbie
1,200 Views
Message 8 of 11

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

Any update from this
0 Ratings
Recognised Expert Dean007
Recognised Expert
1,191 Views
Message 9 of 11

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

Hi @Leks

Are you having issues with the app, if so what? And we can see if anyone can help you.

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Moderator
Moderator
677 Views
Message 10 of 11

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

Hi @arirving sorry you are getting this error code when trying to access the BTTV App. I've moved your post to create your own thread as that's the best thing to do.
t's strange that you are able to view the BT Sport App ok. Do you have a BTTV subscription or do you only have BT Sport on Sky?

Post back and let me know.
Cheers
John

Community ModeratorJohnC
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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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