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Anna
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Have recently had new broadband Hub4 fitted and I am trying

Customer Question

Have recently had new broadband Hub4 fitted and I am trying to get BT.Sport on my computer.Everything seems to have been accepted except for the final entry i.e Watch the match?
The system then reverts to the beginning -any suggestions for an eighty year old who is not computer minded!
Submitted: 2 years ago.
Category: General
Expert:  cyball83 replied 2 years ago.

John :

Hello my name isXXXXX will be assisting you today. I am sorry to hear that you are having trouble with your PC. I will try my best to help you.

John :

Thank you sir/ma'am for joining the chat

John :

Did the BT sport worked before on the computer?

JACUSTOMER-zacms8gx- :

no

John :

OK so you are trying to use it for the first time am i correct

JACUSTOMER-zacms8gx- :

yes

John :

Can i remote access to your PC and check the issue you are facing. It’s secured and integrated with our site also you can see what all i am doing in your PC. Let me know so that I can give you the link to do that

JACUSTOMER-zacms8gx- :

o.k

John :

Here is the tool to do remote support it’s called Team Viewer, to download it click on this link http://tinyurl.com/azwl8gu download and open it. Let me know the id and password XXXXX shows.

JACUSTOMER-zacms8gx- :

unable yo understand any of it

John :

1.Click on the link http://tinyurl.com/azwl8gu
2.Download and open the file then
3.Let me know the id and password XXXXX shows.

JACUSTOMER-zacms8gx- :

I HAVE DONE THIS.

JACUSTOMER-zacms8gx- :

tHE REPLY DOES NOT MAKE SENCE

John :

i am confused now,what do you mean by "tHE REPLY DOES NOT MAKE SENCE"?

John :

were you able to download the team-viewer file i gave you to download above in the web-link?

JACUSTOMER-zacms8gx- :

the whole screen is just full of rubbish

John :

sir i am trying to help you fix the bt sport issue using remote support and i have explained to how to download and open the file.

John :

Are you able to do the above?

JACUSTOMER-zacms8gx- :

I have logged in on the page you asked numerous times and I still come back to the original place

John :

do you get any error message also which is the web browser you are using is it Internet explorer, Mozilla Firefox, Chrome or any other

JACUSTOMER-zacms8gx- :

no error messages. using internet explorer

John :

In that case i need to access your PC and check the issue i will give you another tool to do remote access.one moment please

John :

Please click on this webpage http://166.78.231.170:8040/?Session=d5010fe8-c8e8-421c-a7fb-92dc2f2931bb then you get an application installation window in that click on Run. Then you will get another window in that click on join session. That will let me access your pc and check the problem. Let me know once it’s connected. If you have any trouble connecting please let me know. Once I have access to your PC i will send a short message through the remote chat screen.

John :

I haven't got the access to your PC yet,Is there any problem connecting ?

JACUSTOMER-zacms8gx- :

tried that. after RUN it came up TRY ANOTHER SESSION

John :

on the screen connect screen click on try another method please

John :

any change?

JACUSTOMER-zacms8gx- :

now in JAVA WEB BOOTSTRAP

John :

OK in the mean time Please click open this webpage http://tinyurl.com/azwl8gu open/run the file it shows.
Then let me know the Id and password XXXXX shows.

JACUSTOMER-zacms8gx- :

id 697 243 052 pass 8667

John :

OK one moment please

John :

sir can you please re-check the id again because it shows incorrect

John :

Also do not close that team-viewer window

JACUSTOMER-zacms8gx- :

sorry-897 243 052

John :

Its ok let me try again

John :

it says the team-viewer is not running on your PC.did you close the team viewer after you gave me the id and password

JACUSTOMER-zacms8gx- :

yes-or else it covers the screen

John :

you need it to be open to get me connected.you do not need to close it you can minimize it by clicking on the - symbol on the top right corner of team viewer

John :

If that program is difficult for you to work with then i can give you another program let me know

JACUSTOMER-zacms8gx- :

have minimized the team viewer

John :

let me try again

John :

Is the id still 897 243 052 and the password 8667 ?

JACUSTOMER-zacms8gx- :

id still correct pass now 3731

John :

OK one moment

John :

why did you close it because of that i disconnected,please open it again and let me know the id and password XXXXX and do not close any of the team viewer windows only minimize it

JACUSTOMER-zacms8gx- :

id correct

John :

why did you close it because of that i disconnected,please open it again and let me know the id and password XXXXX and do not close any of the team viewer windows only minimize it


JACUSTOMER-zacms8gx- :

pass now 9075

John :

ok one moment.do not close team-viewer

John :

why are you keep closing the team viewer because of that i am getting disconnected

John :

sir your bt id or password XXXXX XXXXX that is the reason why you cannot open btsport page,you need to input the correct id and password XXXXX view btsport page.
If you do not know your bt id please use this weblink to retrieve it https://www.bt.com/managepassword/merged_consumer_journey/forgottenusernamenavPC.do?decorator=merged_consumer_journey&redirectURL=http%3A%2F%2Fsport.bt.com%2F&backURL=http%3A%2F%2Fsport.bt.com%2F

If you have forgotten the password XXXXX BT then please use this webpage to reset/change it https://www.bt.com/managepassword/merged_consumer_journey/forgottenpasswordnavPC.do?decorator=merged_consumer_journey&s_cid=con_FURL_forgotpassword&redirectURL=http%3A%2F%2Fsport.bt.com%2F&backURL=http%3A%2F%2Fsport.bt.com%2F

Once you have the correct id and password XXXXX can open btsport using this webpage http://sport.bt.com/

John :

Please try it and let me know the status.

John :

Sir i no longer have access to your computer because you close the team-viewer but from what i understand while i was in your computer that either your bt id or password XXXXX XXXXX and because of that your are in the loop when you try to open btsport. to fix that you need to input the correct id and password XXXXX view btsport page.

If you do not know your bt id please use this weblink to retrieve it https://www.bt.com/managepassword/merged_consumer_journey/forgottenusernamenavPC.do?decorator=merged_consumer_journey&redirectURL=http%3A%2F%2Fsport.bt.com%2F&backURL=http%3A%2F%2Fsport.bt.com%2F

If you have forgotten the password XXXXX BT then please use this webpage to reset/change it https://www.bt.com/managepassword/merged_consumer_journey/forgottenpasswordnavPC.do?decorator=merged_consumer_journey&s_cid=con_FURL_forgotpassword&redirectURL=http%3A%2F%2Fsport.bt.com%2F&backURL=http%3A%2F%2Fsport.bt.com%2F

Once you have the correct id and password XXXXX can open btsport using this webpage http://sport.bt.com/

Please try it and let me know the status.

JACUSTOMER-zacms8gx- :

thank you but nothing changed so bt can keep their sport

John :

sir i didn't do anything because i got disconnected when you closed team-viewer to fix the loop issue on btsport please do the following

Sir i no longer have access to your computer because you close the team-viewer but from what i understand while i was in your computer that either your bt id or password XXXXX XXXXX and because of that your are in the loop when you try to open btsport. to fix that you need to input the correct id and password XXXXX view btsport page.

If you do not know your bt id please use this weblink to retrieve it https://www.bt.com/managepassword/merged_consumer_journey/forgottenusernamenavPC.do?decorator=merged_consumer_journey&redirectURL=http%3A%2F%2Fsport.bt.com%2F&backURL=http%3A%2F%2Fsport.bt.com%2F

If you have forgotten the password XXXXX BT then please use this webpage to reset/change it https://www.bt.com/managepassword/merged_consumer_journey/forgottenpasswordnavPC.do?decorator=merged_consumer_journey&s_cid=con_FURL_forgotpassword&redirectURL=http%3A%2F%2Fsport.bt.com%2F&backURL=http%3A%2F%2Fsport.bt.com%2F

Once you have the correct id and password XXXXX can open btsport using this webpage http://sport.bt.com/

Please try it and let me know the status.

JACUSTOMER-zacms8gx- :

I have tried all ways to get into bt. and they keep rejecting me

John :

is it still showing the incorrect user id or password XXXXX ?

JACUSTOMER-zacms8gx- :

password-they offered to change it but then they asked for my childhood hero .I thought of one and bt. rejected this as well

John :

In that case i will give you the contact number for bt support contact them and tell them to issue you are facing .is that OK with you

John :

You can also ask their assistance for changing the password XXXXX giving the details

JACUSTOMER-zacms8gx- :

yes

John :

here is the contact info :-


From a landline: 0800(NNN) NNN-NNNN/p>

From a mobile: 0330(NNN) NNN-NNNN/p>

From abroad: +44(NNN) NNN-NNNN/p>

John :

I hope that helps you.

John :

I need to go offline for sometime.please try contacting them for resetting the password.Once you have id and password XXXXX you can go to btsport using this webpage http://sport.bt.com/


If you are satisfied with my services/answer please rate positively using the options just below this chat box select the rating and click on submit that will do it. If you feel the need to rate me negatively, please stop and let me know what else you need to know so that I can help you further.Have a Great God Blessed Day.

JACUSTOMER-zacms8gx- :

wrong number

John :

both landline and mobile?

John :

i have tried all the possible way to help you fix the issue its because your password XXXXX the btsport isn't working i have tried all the options to help you but still you gave me a negative rating.if you do not want to continue or close and refund let me know.i can request to do that

John :

Sir please let me know whether you want to refund and close this case or do you want me to open this question to other experts.

John :

I am not getting no replies from you so i will open this question to other experts,when another expert replies you will get a email notification.
Blessed Day.

Expert:  Shantal-Mod replied 2 years ago.
Hello,

It seems the professional has left this conversation. This happens occasionally, and it's usually because the professional thinks that someone else might be a better match for your question. I've been working hard to find a new professional to assist you with your question, but sometimes finding the right professional can take a little longer than expected.

I wonder whether you're OK with continuing to wait for an answer. If you are, please let me know and I will continue my search. If not, feel free to let me know and I will cancel this question for you.

Thank you,

Shantal

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