I am having the exact same problem with my new BT TV box.
I just phoned customer support and the guy I spoke to told me that there was some sort of glitch and that my broadband account was not linked to my BT TV account. He said he has passed it on to another team who can help with the issue but said it would take up to 72 hours. That means I am paying for a service I cannot use, which I think is pretty unacceptable.
Any chance of having this resolved a bit faster as seems to have been done for the user above?
Solved! Go to Solution.
I have associated your TV account to your Broadband account.
Are you able to retest?
It may require a 'pin'hole' factory reset on your hub to force the change through.
Let me know if that helps or if you have any further problems.