topic Re: Can't activate Discovery + in Offers & Add-ons

Can't activate Discovery +

RichWebb — Mon, 14 Aug 2023 12:22:06 GMT

I get told I am eligible, then when I try to activate I get error WB402. Long live chat with BT and they couldn't help. Any ideas?

Re: Can't activate Discovery +

Christopher_G — Mon, 14 Aug 2023 13:58:31 GMT

Hi @RichWebb

Welcome to the community.

Could you try activating it when you're not connected to WiFi? I've heard that can help.

Chris

Re: Can't activate Discovery +

RichWebb — Mon, 14 Aug 2023 14:46:48 GMT

That didn't work. I've been trying to contact EE tech support but the whole website seems to be down today.

Re: Can't activate Discovery +

Christopher_G — Mon, 14 Aug 2023 15:57:25 GMT

Sorry to hear that, @RichWebb. It may be worth giving our technical support team a call on 150.

Chris

Re: Can't activate Discovery +

gorch — Mon, 14 Aug 2023 18:02:50 GMT

I also have this same problem. I go through the process and Im told I am eligible:

But then get this error:

So far I have had no luck with EE technical support or BT technical support. I was told it was a discoverplus issue, but their support is email only and seems to be terrible so I've gotten nowhere. Has anyone had any luck resolving this?

Re: Can't activate Discovery +

Leanne_T — Tue, 15 Aug 2023 07:00:47 GMT

Hi @gorch

Are you connected to WiFi when setting up?

Do you have TNT Sports showing as an add-on in your My EE?

Leanne.

Re: Can't activate Discovery +

gorch — Tue, 15 Aug 2023 07:19:15 GMT

Yes, with or without WIFI makes no difference. My account has an active add on.

I can watch TNT sports on the old BT Sport app (which will stop working soon) and also via the web using the same credentials.

But the process to activate it for the discovery+ app just fails every time with error shown in the screenshot.

Re: Can't activate Discovery +

Leanne_T — Tue, 15 Aug 2023 08:03:01 GMT

Thanks @gorch

Are you using the same email address to set up?

Have you tried another web browser?

Leanne 🙂

Re: Can't activate Discovery +

gorch — Tue, 15 Aug 2023 08:04:19 GMT

Yes and yes

Re: Can't activate Discovery +

Leanne_T — Tue, 15 Aug 2023 08:07:26 GMT

Thanks @gorch

In this case, please get back in touch with our tech gurus on 150, they will be able to run further troubleshooting for you.

Leanne.

Re: Can't activate Discovery +

gorch — Tue, 15 Aug 2023 08:10:42 GMT

@Leanne_T wrote:
Thanks @gorch
In this case, please get back in touch with our tech gurus on 150, they will be able to run further troubleshooting for you.
Leanne.

I appreciate you trying to help @Leanne_T however I have already had three calls with 150, and two with BT support. And I said in my original post, So far I have had no luck with EE technical support or BT technical support. I was told it was a discoverplus issue, but their support is email only and seems to be terrible so I've gotten nowhere.

I was hoping someone in the community might have found a way to resolve it..

Re: Can't activate Discovery +

Leanne_T — Tue, 15 Aug 2023 08:21:03 GMT

I understand @gorch

When you receive an error getting set up and we are unable to resolve this on the community, this would need to be looked into by our tech gurus who can run full diagnostics to help get this sorted.

Hopefully another user will post to let you know what steps were taken to resolve the issue 🙂

Leanne.

Re: Can't activate Discovery +

LiverpoolOne — Mon, 28 Aug 2023 21:09:46 GMT

Did you manage to get sorted?

EE don’t seem to have a clue about anything.

NB: EE I am pretty good at my job within my own profession but I don’t give myself an ‘expert’ title or ‘tech guru’ badge. Such replies are simply there because you have nothing else to offer but getting tied up for hours on 150 is no one’s idea of fun when YOU OUGHT TO BE GETTING THIS RIGHT IN THE FIRST PLACE. It quite literally isn’t rocket science and you must have a team working with BT to sort this out.

Re: Can't activate Discovery +

LiverpoolOne — Mon, 28 Aug 2023 21:12:01 GMT

‘Full diagnostics’ 😂 this isn’t a car or military aircraft it’s TNT sports access - get it sorted before you lose customers for good

Re: Can't activate Discovery +

LiverpoolOne — Mon, 28 Aug 2023 21:13:48 GMT

Why should that make the blindest bit of difference?

Re: Can't activate Discovery +

gorch — Mon, 28 Aug 2023 21:38:16 GMT

No, it's a shambles.

I've been passed from EE to BT, from BT to Discovery+ support (by email) which is terrible. Who then send me back to BT.

Still nothing of any sort of progress.

Re: Can't activate Discovery +

LiverpoolOne — Mon, 28 Aug 2023 21:44:20 GMT

Sounds like my experience though my issue was slightly different. In case yours is a similar fix, have you tried a laptop or computer to complete the process?

I had all sorts of technical errors and codes trying to complete this via mobile or tablet and wasted hours with EE and BT support

Good luck 👍🏻

Re: Can't activate Discovery +

gorch — Mon, 28 Aug 2023 21:58:10 GMT

Thanks for the advice, sadly my issue persists on all and any device, wifi or mobile data.

Re: Can't activate Discovery +

RichWebb — Tue, 29 Aug 2023 09:47:21 GMT

Still nothing for me. EE took BT Sport off my inclusive extras and put it back to see if that fixed it and now I’m completely locked out. Can’t access my old BT Sport account or the new TNT Sports either.
It’s really not ok. The football season has started now and I want to watch. I’m paying for this inclusive extra and no one seems able to make it work. It’s ridiculous.

Re: Can't activate Discovery +

Leanne_T — Tue, 29 Aug 2023 10:31:13 GMT

Hi @RichWebb

I am sorry to hear this.

Do you have the TNT Sports add-on showing in your My EE?

What reply do you get if you text SPORT to 150?

Leanne.