Unable to add BT sport, promotion missed

[#1]

Hi,

I signed up to Plusnet in early September to get the BT sport app for £10 offer. My activation was yesterday (30th September), which was the end of the promotion.

I have tried all month to add BT sport and got the error "Unfortunately we were unable to add BT sport to your account". I spoke with the help team via twitter, who logged a call but we're unable to add it too, but assured me I would get the promotional rate.

I said I would try again once the service was live on the 30th. Unfortunately this still shows the same error.

In addition I got the following text from Plusnet today (1st October)

"

Your broadband order has been delayed. For details, please call 0345 140 0200 and select 'Ask about a recent order' or visit http://help.plus.net

"

This is despite the service starting yesterday. So it seems like something is wrong with the backend system.

Could someone please help me to get sport added to the account at the promotional rate as that is the main reason I chose to use this service.

[#2]

In a slightly similar boat. Trying to phone the helpline to resolve and I can’t believe the message is asking me to get my username and *password* ready for a security check. Basic security says to never tell anyone your password and here it seems it is customer policy to ask for it.

Time to start looking for a different provider if that is the approach to security.

[#3]

I've tried calling several times each with no answer with a long wait of usually around 30 mins. 

To be fair to them some places now will ask for random characters from your password (so like the third and 8th character) rather than the password itself. I assume that's what they'd want, but I can't be sure because as of yet no one has picked up the phone when I've tried.

[#4]

I assume that's what they'd want,

That is correct, its a long time since I had to call in, but IIRC its a random 2 characters

[#5 · Accepted solution]

FYI someone from the twitter team resolved this on the back end.