Flexible TV packages

[KatyP]

We have the Entertainment package with Netflix, Discovery and Now TV. I want to be able to add or remove a Sky Sports (via Now TV) or TNT Sport via HBO) occasionally only. I was told by the person at BT when I bought the package that I could do this myself online. But I couldn’t when I tried and BT could not add these either. For TNT Sport I had to go direct to HBO and add it - and later take it off with them directly. For Sky Sport on Now TV I had to go to Now TV to add it but then I had to ring BT to take it off! This is time consuming and not how it is meant to work.

The online chat technical support person said this package flexibility issue was a fault they are working on and will be fixed with the next upgrade - but the technical support person on the phone said that there is no flexibility in the package! This last comment cannot be true as this is the feature the TV package was sold to me on and it clearly says on the site ‘Manage your TV extras - you can add or remove any of your TV extras each month’. Lower down it says I can manage Now TV and Netflix but all I get is error messages if I try to do this.  If I try to get TNT Sport it says to check out TV packages but if I do it says there is nothing available.

It is very  confusing with all this conflicting information from BT. Can anyone give me any clarity? 

[KatyP]

I have tried things out on both the web and the app versions of MyBT. Here are my findings.

TNT Sports

Web: On MyBT on the web if I go to My Products I can see TNT Sports and have the possibility of adding it. 

App: If I try to add TNT Sports on the MyBT app I only get a message about no deals being available.

Netflix

Web: I can successfully access Netflix on my MyBT web account.

App:  On the MyBT app it says I need to update my browser. However, I have checked and it is the latest version. So I cannot manage Netflix on the MyBT app.

Now TV - Sky Sports

App: On the MyBT app I can manage my devices using Now TV. On the MyBT app I also am able to select the Sky sports add ons if I go into my Now TV account.

Web: I cannot manage my Now TV account at all on the web version of MyBT and I get error messages for everything: passes, devices and account. I am therefore unable to add Sky Sports to Now TV  or even manage devices using Now TV via the web version of MyBT.

Summary

TNT Sports: It seems that I can add TNT Sports via MyBT on the web but NOT on the MyBT app.

Sky sports packages through Now TV:  I can add sports packages to Now TV on the MyBT app but NOT via MyBT on the web and indeed I cannot manage anything on Now TV via the web version of MyBT.

Netflix: I can only manage Netflix on MyBT on the web NOT via MyBT on the app.

This is totally mad. It appears all the advice I have been getting from BT so far is incorrect!

[DarrenDev]

Sorry for the misinformation @KatyP - you definitely can flex your package, as you know.

I can see from your case notes that many attempts have been made to fix this, and your complaint is still open.  I know you received an automated message to say it was closed - sorry about that.  This is because your complaint was transferred to a newer system, and the old system closed the old one down.

The notes on your case show that Gabriela is still working on your case.

I can only apologise for the experience you've had. It's with the best people to hopefully find the answer.

[KatyP]

Thank you Darren
Final point- If I choose Swap my package on the web MyBT I get on error message  about more deals coming soon/no offer available.  On the MyBT app if I choose upgrade plan I get the same error message. So no overall package flexibility for me!  

And ‘hopefully find the answer’ is a bit worrying!! 

[KatyP]

Who is it with Darren? Gabriela says the TV tech team but the online chat told me it is with the backend team. And is this issue to do with MyBT ID or something else? The inconsistency issues suggest it is not MyBT ID but noone seems to have any real idea what the issue is.  And if the issue is to do with MyBT ID why are 1000 people being kept waiting for so long?

thx

Katy 

[KatyP]

Ok spoke to technical  support on Chat who suggested it might be to do with MyBT ID but this just seems an easy ongoing issue to pin it on - they cannot explain the inconsistencies  between the MyBT app and the web BT portal.
It seems no one really has any idea what the issue is but at least this time I was not dismissed by being told I could not expect any flexibility in my TV package as the technical support phone person told me previously.

[DarrenDev]

The people on phone and chat are parts of the same team - they can only handle basic issues, and ultimately have to send it to other teams if it doesn't meet any of the standard criteria. "tv tech team" and "backend team" are just phrases referring to people further down the line, and mean the same thing. In this instance, your fault actually has nothing to do with TV (that's the area I work in).

Strictly speaking, your BT ID is fine - it has the correct data on it.  Keys from your BT ID reference data in other systems, and it's most likely this association or the data in the other systems that isn't working as it should. You've had your BT ID reset twice already - I think it's fair to say that's not going to fix it.

I can see everything about your account at each end (the BT ID, and the account).  The My BT app and My BT web site are managed by teams in a different part of BT to me, and I can't see the data/processes on their systems that connect the 2 ends together.  It's with them to diagnose that issue now.