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BT Sport order - problems creating BT ID

FIXED
John7000
Dabbler
Posts: 14
Thanks: 4
Fixes: 1
Registered: ‎16-09-2021

BT Sport order - problems creating BT ID

Yesterday I ordered the upgrade for the BT Sport app but am having trouble accessing it. I received an email from Plusnet headed 'BT Sport App order confirmation' with instructions to go to https://www.productsandservices.bt.com/consumerOrders/control/orderproduct?productId=CON-27455&produ... and enter my Plusnet account details to create a BT ID, which I've done. I was then told that I should be able to access BT Sport once I received an email to verify my email address, which hasn't arrived and isn't in my spam / junk folder either. There was no indication how long this should take on the registration page, but I have now waited the 24 hours mentioned in the original Plusnet email and still haven't received anything back?

Anyway, if I try and log in to BT Sport it doesn't recognise the account I created at all. When trying the 'forgot your login details' link on BT, and enter my email address, it just gives me this error: "We can’t find a BT account with that ID. Please check it and try again."
If I go back to the original email from Plusnet and click the link to try the registration process again though, on entering my details I get this message 'Great news, you've already completed your registration. To access BT Sport simply download the BT Sport app and log in using your BT ID'.
So now I seem to be stuck in limbo between Plusnet, who think I've registered already, and BT, who have no record of my registration.

I was hoping to get this activated for my son's birthday tomorrow so he can watch Premier League games, so if anyone can help out that would be great.

5 REPLIES 5
Mr_Paul
Seasoned Pro
Posts: 611
Thanks: 214
Fixes: 12
Registered: ‎07-06-2022

Re: BT Sport order - problems creating BT ID

I had similar problems just a week ago.

The issue in my case appeared to be that I still have an active account with BT - I moved home broadband from them to Plusnet about 3 months ago, and the account stays active to keep the old "@btinternet" email address working. Their system did not seem to be able to add BT Sport to that account, nor create a sub account, which they did last year when I had Sport via my then EE mobile.

Plusnet passed me on to BT, who didn't seem to understand why it wasn't working, and wanted me to contact their support team. Fine, but you can't speak to them, their only communication is via Live Chat - which I hate and refuse to use.

I gave up and called back to Plusnet, who agreed remove BT Sport from my account with no charges, because it was the same day.

Sorry I can't be more positive 😞

 

 

John7000
Dabbler
Posts: 14
Thanks: 4
Fixes: 1
Registered: ‎16-09-2021

Re: BT Sport order - problems creating BT ID

Thanks for replying - that's a bit odd as I've never had BT internet before or a BT email address, the only thing I can think of is that I've had an account with the BT shop before as I'd ordered some things there, but hopefully that won't stop me accessing BT sport in the same way though.

Still no email and can't log in so hoping for a resolution soon...

John7000
Dabbler
Posts: 14
Thanks: 4
Fixes: 1
Registered: ‎16-09-2021

Re: BT Sport order - problems creating BT ID

Quick update for anyone interested.  Phone call to Plusnet support who referred on to BT - was on hold for 30 mins to BT and then got cut off!

Tried live webchat with BT instead and got as far as trying to manually create a BT ID only to receive a technical error.  The BT support staff had the same error and checked with their tech team - it seems there is currently a problem completing the activation process.  They suggested I try again in 24 hours using the form at https://my.bt.com/s/apps/appsselfserve/index.html#/createbtid  

I guess this might explain why the automated process didn't work.  Will try again tomorrow.  

John7000
Dabbler
Posts: 14
Thanks: 4
Fixes: 1
Registered: ‎16-09-2021

Re: BT Sport order - problems creating BT ID

Fix

This is now fixed.  I had the same error registering for a BT ID this evening, so on a hunch based on @Mr_Paul's reply above, I tried registering manually using a different email address at https://my.bt.com/s/apps/appsselfserve/

This did work and I was able to successfully activate my account.  Clearly there is a problem registering with some email addresses which have been used for BT services before, but it would have been really good to have been told about this when completing my registration via the Plusnet form and to have had an email telling me what the problem was and who to contact.  

NB if anyone reads this, you'll need to contact BT to get your BT account number to use on the manual registration form.  If you've completed the Plusnet form after you ordered BT Sport, BT should have your account details if you contact them.

Lindz79
Newbie
Posts: 1
Registered: ‎10-11-2022

Re: BT Sport order - problems creating BT ID

Thank you for posting this, I've gone round on circles trying to get a BT ID and password to work and think you've confirmed what I suspected in that it is an email address I used when I had BT broadband. I will contact BT tomorrow to see if they can sort for me