btp-15000 error

[Marcin17]

Thanks both again. It is certainly good community here and you do an EXTRA MILES to resolve the issue which again is much appreciated. I used to work in customer services too and efficient and personal service was always a goal for me. Not because I was expecting to do it. I wanted my customers to be treated like I want to be treated. What made me to raise a complaint was yesterday’s chat and not explaining what the issue is. I would rather be told clearly what is the issue and what will be done to re solve this rather than spending unnecessary long time on the phone and then on chat. Today’s experience both first on chat now here in public conversation is what I was expecting yesterday. Anyway once again thank so much for your fantastic service 🔝🎩

[naylor2006]

My first job outta uni was on the Technical Support helpline for Eclipse Internet, I know what it’s like to be in that seat, sometimes a tough place to be.

[Marcin17]

Apologies, as I had only now time to go through all the channels and found out that all my Sky Sports channels are not working yet. They are part of my Big Sport package but showing the following error: BTP-19000. Could you advice how to activate them, please? Thanks very much.

[DarrenDev]

The order process should have taken you through steps to pair your Now TV login with your TV subscription, but I can see that didn't happen. I'll need to send you a PIN, which you'll then need to pass to me. I'm out again today, but I'll send you an email later to agree a time.

[Marcin17]

Thank you very much Darren for your prompt response despite being away and have a great day.

[whitey11011]

Hi Darren, I believe I'm having the same issue as above.

The service was supposed to be activated on 25/10 but despite finding the channels when tuning (internet mode) I only get the BTP-15000 error and can't watch even the basic freeview channels. Is this something you could help with?

[DarrenDev]

Please try again now @whitey11011 - I've associated your TV account with the broadband line on which your currently registered BT Smart Hub is connected.  If this hasn't worked (e.g. if you've given the hub to someone else), then please reply from a device connected to your home broadband connection so that I can confirm the IP address.

[whitey11011]

All seems to be working now, thanks for your help 🙂

[Ldm1]

My partner and I are having a very similar issue and it has been going on for months since we initially tried to upgrade to a new package and fibre. It has been seriously energy and will-sapping trying to get through agent after agent who needs everything explained again despite them promising notes and complaints on the account. So many promises of call backs and fixes and a massive and growing compensation offer for the time it is taking but a catch 22 - if we cancel (also seems impossible and takes hours of calls that go nowhere) the compensation is cancelled despite us being customers prior to the upgrade. My partner keeps getting billed £90 pm for services we don't get as well. It is the worst customer experience I have ever witnessed. BT / EETV systems are entirely broken and dysfunctional.

ANYWAY we have the error message btp-15000, have tried reset according to agent instructions, nothing, noone on the phone seems to be able to resolve it and I'm considering setting fire to the EE box and emigrating to be as far away from BT and EETV as possible. 🔥 

[DarrenDev]

Sorry this is taking so long to fix. I'm unable to fix it for you @Ldm1 as I no longer work for BT, however I've flagged your issue to one of my ex colleagues. Someone will be in touch.