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OwenAlice
Beginner
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Message 1 of 5

BTP-15000 error code problems

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Hi all
 
As per quite a few others here; we received our YouView box nearly a week ago and whilst we are able to watch all the freeview channels, when trying to access the BT Player or subscription channels a message with error codes BTP-15000 and BTP-15990 appear saying effectively 'you are not a BT TV customer, please contact BT to finish setting up your account'. My BT account shows we have the upgraded entertainment selection included in our package, yet four phone calls later and no-one seems to know what is going on. Our fibre is working fine (50mbps) and we have a SmartHub connected to the YouView box via Ethernet cable in port 1, as suggested by the tech team. We’re now just getting passed around the departments so any help would be appreciated as we don’t want to pay extra for subscription channels we can’t receive.
 
This evening BT have even said to try posting on here as the mods seem to be providing a resolution, before they cancel the TV subscription and re-add it to our account to see if that helps.
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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: BTP-15000 error code problems

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
Moderator
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Message 3 of 5

Re: BTP-15000 error code problems

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Hi @OwenAlice,

 

Welcome to the community forum. I'm sorry you haven't been able to use your new BT TV. I'll be able to get this fixed for you. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

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OwenAlice
Beginner
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Message 4 of 5

Re: BTP-15000 error code problems

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Hi Paddy, Thanks for the reply I have contacted you through the contact the mods option


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Moderator
Moderator
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Message 5 of 5

Re: BTP-15000 error code problems

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Hi @OwenAlice,

 

Thank you for taking my call. My colleague in the BT TV have identified that issue and fixed this. I'm glad to hear the service is back working for you. Please once again accept my apology for the delay in getting this fixed.

 

Thanks

 

PaddyB

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