topic Re: BP-19002 in TV

BP-19002

jbm3 — Wed, 29 Apr 2026 09:54:02 GMT

Hi,

Recently got EE with the Big Sport Package however I cannot get NOW to work with Sky Sports. I have tried through the app and tv guide and receive the above error code. When I log into the NOW TV App on the TV, my subscription isn't there and instead it asks me to buy it (or the above error code!). Any guidance would be appreciated!

Thanks 🙂

Re: BP-19002

DarrenDev — Wed, 29 Apr 2026 10:28:11 GMT

Unfortunately your order has failed, meaning the services haven't been provisioned on your account. The best option would be to call the helpdesk, otherwise it could take a few days before the team pick up the order failure to correct it.

Re: BP-19002

jbm3 — Wed, 29 Apr 2026 11:08:52 GMT

Thanks @DarrenDev , they said my order was automatically cancelled when I made it (signed up last week as a new customer!) however I have received both broadband and TV and using both (just without the sky package). They have asked me to re-order, but how can I re-order something I already have? Is there anything you can do your end?

Re: BP-19002

DarrenDev — Wed, 29 Apr 2026 11:23:55 GMT

It's not something I have access to do I'm afraid - and it's not possible for you to do it either, so I'm annoyed that they even suggested it.

I hate to ask, but could you please call again and insist that they do it?

Re: BP-19002

jbm3 — Thu, 30 Apr 2026 11:53:36 GMT

Thanks @DarrenDev , I did call yesterday and it was sent to a specialist team, I believe it is still with them but the error message has changed now from the above to BTP-11195. Suggesting that it just needs to be added on (I hope!)