Now TV has not De-merged when BT cancelled by order within 14 days.

[Brucemeister5]

https://community.ee.co.uk/t5/TV/bd-p/TV
@kgieres If you go over to the EE community and ask about this over there, it might be picked up by Darren who used to do this for people on here. However, he doesn’t seem to come on the BT forum much these days since he came back to work for EE/BT last year.

[DarrenDev]

I've disconnected that now for you @kgieres 

@Brucemeister5 good observation - unfortunately don't have time to monitor all the forums now, so I focus just on the EE community.  Feel free to tag me in anything you think needs my attention though, and I'll be notified instantly.

[Brucemeister5]

Thank you Darren. I didn’t realise that you were going incognito on here. I knew that you could do it, but did not feel that it was my place to tag you in.

[DarrenDev]

No worries @Brucemeister5 - always happy to help where I can.

It's also worth mentioning that EE TV related issues can also be emailed to [email protected] and myself or a colleague will help where possible.

[kgieres]

Thank you @DarrenDev and @Brucemeister5 for your help. Very much appreciated.

[BillyM]

@DarrenDev I have a similar problem - my Amazon Prime Video account has not de-merged.

I had a Prime Video add-on with BT for several years. When I renewed my TV contract with BT in September 2025 the Prime Video add-on was removed.  However, I still have access to Prime Video. I am not being billed by BT for Prime Video and Prime Video does not appear in my products in MyBT. I am not being billed by Amazon and when I check my Amazon Prime Video account it says it is being managed by BT.

I called BT but they have not been able to resolve this. (Note that the email I use to log-in to prime Video is different from the email I use for BT). Hope you can help and apologies for hijacking this thread. 

[DarrenDev]

@BillyM we no longer have any interface into Amazon, so it's not possible for us to cancel it. They also don't have an interface into us, so it's not possible for them to bill us.

Our understanding was that there should still be an option to cancel it on their web site, but if that's not visible then the only recommendation we can make is that you make the most of the free service.  You've made every effort to cancel it, so there'll be no repercussions later if they work out the bill hasn't been paid.

[BillyM]

Thanks Darren for a definitive answer.

[DarrenDev]

I've been provided with this guide, which used to be provided to customers.  I'm told it should still work for you: