BT TV addons bug and order stays open

[JosePujols]

I've got an open order on my account that is preventing me making any changes to my TV package.

I added TNT sports on 21/7/23, then cancelled the add on so that it wouldn't renew, but the order is stuck open and won't complete.

I have no idea if the cancellation has been effected, and can't order an upgrade on my TV package because of it.

I contacted customer services earlier this week who told me it was fixed, but the order is still showing as open.

Any help would be appreciated.

Thanks.

[DarrenDev]

Unfortunately, the cancellation works by scheduling an order for a month's time - so for the entire month, your order will remain open. I can see your order is scheduled to complete at 00:00 on August 20th, so you should be able to make another change on Sunday morning.

[JosePujols]

Thank you, much appreciated.

[JosePujols]

The order is still showing as open, preventing me changing my tv package. 

[DarrenDev · Accepted solution]

Sorry about that - I've asked a colleague to check why it's stuck open. It should hopefully be resolved later this morning - I'll post here when I know more.

[JosePujols]

All fixed now, thanks very much for whatever you've done behind the scenes.

[why_oh_why]

@JosePujols @DarrenDev 

Unfortunately this does seem to happen quite often with orders being stuck on 'open'. I've needed the forum moderators to step in on a few occasions to fix this same issue for me. It's a shame the phone jockeys don't seem to be able to fix the issue as easily as the mods can.

[JosePujols]

Hi Again

since this order finally got closed out, i opted in to the entertainment and sports full package, and seem to have another issue.  The new order is still showing as open, and none of the Sky sports or Sky cinema channels are working for me.

any help resolving this would be much appreciated.

[DarrenDev]

When you say they're not working, what error are you seeing? And do you also see an error in the Now TV app?

[JosePujols]

Hi, thanks for replying.

So my original package was entertainment only. In the now app, it shows my entertainment as managed by BT, but i can place an order for cinema and sports if I like.

On my BT box, if I go into the live tv and try and play a sky sports channel, or sky movies channel, i get a message saying "you need to set up Sky sports golf or add it to your TV package" Press OK for more info.

If i click ok, it take me to a "loading best deals..." page, then throws an error saying "sorry there's been a problem", and a message to phone to order a new package. Error BTP -11178

The original order for entertainment and sports is still open, but the order info doesn't explain why.

In the now tv app, if I try and play a movie or sports, it says I don't have a subscription.