BT/EE TV web app on laptop

[fugee]

Hi community, hoping this is the correct place to post.

I have a 'Manage Devices' problem. With EE/BT TV web player, when I try to watch on my laptop I get a message telling me I have reached my device limit. I go to device management and I can see I can add up to 4 devices, watching 2 simultaneously. However, I can see 4 device boxes on the web page - the first has my Ipad registered from 2018 and the other 3 have a padlock and say 'you can register a new device every 30 days'. How do I register my further 3 allowable devices? I have not registered a new device for about 2 years. Is there a bug? As it stands I cannot watch anything on the move that I am paying for as the web app has locked me out. Can anyone help? Many thanks.

With a bit more research it looks like my device count needs resetting so that I can re-allocate device slots.

[fugee]

I've moved this post to Broadband and BT apps

[Les-Gibson]

That sounds very much like a legacy problem which I thought had long since been overcome, if I'm right then you will need assistance from a moderator

[NeilO]

Hi @fugee I'm sorry about that, I'll send you private message so you can get in touch with the community moderation team. We'll be happy to raise a fault to get your manage device list reset.

Thanks

Neil

[fugee]

@NeilO All sorted now, thanks for your help. I assume it was a reset on my account which has done the trick.

[NeilO · Accepted solution]

Hi @fugee Yes, it was reset, you noticed it was sorted before I had the chance to update you. I'm glad it's done the trick.

Cheers

Neil

[DarrenDev]

You're right @Les-Gibson - this is a very old problem that has been around for many years.  Occasionally (very rarely) accounts can become "stuck" - there are free device slots available, and no new devices have been registered in the last 30 days, but still the service says no.

We've got a new guy in the back end dev team who is awesome at finding annoying little bugs like this.  I've given him this example, to hopefully find and fix this once and for all.