Unable to set up BT ID for BT Sports App
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Unable to set up BT ID for BT Sports App
25-05-2019 7:10 PM
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I have signed up to the BT Sports App via Plusnet yesterday and was unable to set up a BT ID with "Sorry, somethings gone wrong. Click here to try again." when I put in my username and postcode. I was advised by the livechat advisor to have the subscription cancelled there and then and try again 24 hours later.
I have just resubscribed but the same issue is persisting with trying to set up a BT ID. I do not have a previous BT ID.
Is this a known issue? Does anyone have experience with the above please?
Many thanks in advance.
Re: Unable to set up BT ID for BT Sports App
26-05-2019 1:19 PM
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Hi @ew0683, thanks for your post.
Having liaised with our Products Team yesterday, I can confirm that we are aware of an issue that's preventing customers from setting up BTIDs.
I've just emailed the Products Team with your account information so that they can ensure your account is added to the incident and then notify you (or me, and I'll notify you) when it's resolved.
We're sincerely sorry for any inconvenience caused.
Re: Unable to set up BT ID for BT Sports App
18-07-2019 10:45 PM
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Re: Unable to set up BT ID for BT Sports App
19-07-2019 11:08 AM
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Hi @pippin2019,
I'm sincerely sorry to hear that you've experienced this issues with our services and that you haven't been given a straight answer as to what's going on from our end of things. I've looked over your account today and taken over the complaint that you've logged with us. I've updated this with a response, which can be viewed here. Please let us know once you've had the chance to review the ticket and we'll be happy to pick this back up as soon as possible.
Re: Unable to set up BT ID for BT Sports App
20-07-2019 3:40 PM
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Re: Unable to set up BT ID for BT Sports App
21-07-2019 10:13 AM
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Hi @pippin2019,
Thanks for getting in touch, I appreciate your patience on this issue.
My colleague has taken ownership of your query and will be chasing this up once he is back in the office after the weekend. With regards to the BT Sport product, this is an optional product arranged via BT and thus can be cancelled at any time without affecting your services from us.
Thanks - LF
Re: Unable to set up BT ID for BT Sports App
21-07-2019 11:48 AM
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However you do soon. To miss the point that I only changed to PN because of the fabulous BT sport offer. Therefore if the issue cannot be resolved then I do not feel I should have cancellation charges with yourselves. I see this is a common problem and many people are in the same situation as myself - even dating back to 2028. If I had known about the issue then I would have taken broadband out with BT.
Re: Unable to set up BT ID for BT Sports App
21-07-2019 12:48 PM
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Hi @pippin2019,
Thanks for getting back to us.
It's understandable to raise such a question as I realise the BT Sport addition would have been a factor in your decision to come to us.
As this is still in process I would anticipate the provision of BT Sport will be completed soon, however if you have any questions or wish to discuss cancelling your services I'd suggest speaking to our Customer Options Team directly on 0800 013 2632 between the following hours:
Monday - Friday: 08:00 - 20:00
Saturday: 09:00 - 19:00
Sunday: 09:00 - 18:00
They are best placed to discuss this with you as we can't deal with cancellation queries on social media.
Thanks - LF
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