BT Sport troubleshooting tips

     
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These are some of the answers to the most common
problems with the BT Sport App.

Forgotten BT ID Password

Forgotten BT ID Password

You'll need your BT ID username (your registered email address) to reset your password. You can do this within the BT Sport app or by visiting the BT website. 

We’ll email that address a link to your security question, where you can reset your new password. 

Parental controls

Parental controls

Follow the appropriate link to set up parental controls.

Viewing content on the BT Sport website

Viewing content on the BT Sport website

You can login to the BT Sport website using your BT ID and password, but you won’t be able to view premium video content. This is because your subscription is for the BT Sport app only.

Poor picture quality

Poor picture quality

If you're connecting over WiFi:

  • try another WiFi connection

  • try moving closer to the WiFi signal

  • ask other people using the same connection to pause downloading large files or streaming content.

If you're connecting to the app over 3G or 4G:

  •  

    try connecting over WiFi where possible

  •  

    move to find a stronger signal

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    close or uninstall other apps running on your device. Data storage apps in particular use a lot of data

     

     

Error codes

Error codes

If you see an error code while using the BT Sport app, check below for advice on what to do. 

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    CF001 or CF002: These codes are normally caused by app configuration issues. Try closing the app and opening it again. If this doesn’t work, delete the app re-download it.

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    ID003: Access to the BT Sport app isn’t active on your account. Click the pink ‘Activate your BT ID’ button in the registration email we sent you when you signed up. It may be in your spam or junk folder. 

    If you already have a BT ID you’ll have to confirm your mother’s maiden name and security question before waiting 10-15 minutes to log into your account. 

    If you’re still seeing this error message after 24 hours, call EE on 07953 966250 as there may a problem with your account. Please don’t try to create another BT ID username and password, as this may cause further problems. 

    If you’ve already had access to the BT Sport app and are now seeing this error code, your EE billing account may have been suspended or cancelled. If this is the case you will need to speak to EE directly by calling 07953 966250.

  •  

    NCE-001: You’ve already registered for BT Sport in the past, or your EE mobile number is linked to another BT product. You may also see this when porting a BT mobile number over to EE and it hasn’t yet completed. If you think you’ve successfully set up your BT ID, try logging in to the BT Sport app. If this is doesn’t work, quote the code to EE Customer Services on 150 from your EE phone or 07953 966 502, quoting this error code.

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    NCE-003: This will show if you’ve requested a validation PIN too many times. You’ll need to wait until the next day before you can request a new validation PIN again. 

    If you still don’t receive one, make sure you’ve entered the correct EE phone or tablet number in the first step of the set-up journey. Call EE Customer Services by calling 150 from your EE phone or 07953 966 502 if you’re an EE connected tablet customer, quoting this error code.

    If you receive the validation PIN text message but it’s not accepted, make sure your browser isn’t timing. If you’re still experiencing problems, open a separate browser on another device / laptop and set up your BT ID again, using the link we sent you via text message directly into the address bar of a web browser.

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    NCE-004: The number you entered in the first step of the set-up process wasn’t recognised as a valid EE phone or tablet number. Please check that you’re entering the correct EE phone or tablet number. 

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    NCE- 005: Your BT ID hasn’t yet finished linking to your BT Sport service, meaning it’s not yet ready for you to use. Please be patient and try again shortly. If you haven’t added BT Sport to your account, text SPORT to 150 to get started.

  •  

    NCE-006: This indicates that your EE account may be suspended. Please contact EE on 07953 966250.

  •  

    VC001 or VC024: These normally appear when you're trying to watch live channels or videos via the BT Sport app. Try logging out of the app and back in again. This will clear any previous sessions and fix the problem.

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    VC005, VC013 or VC014: These appear when you're trying to watch a video or channel in the BT Sport App. Playing the video or channel again will usually fix this but, if not, try: 

    1. Check the BT service status page (on the 'TV' tab) to see if there are any known problems affecting the BT Sport service.

    2. Log out, then log back in. 

    3. Check your internet connection by watching a YouTube video. If you're connecting on WiFi, check you've entered the correct WiFi password and have logged into the internet (some public networks have a two-stage log-in process).

    4. Uninstall and reinstall the app. 

    If you got error VC005, ensure all clock settings on Apple devices are set to the default 24-hour time by logging out of the app and going to Settings>General>Date & Time. You can then log back into the BT Sport App.

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    VCO11: This error code can mean there's a problem with accessing the BT Sport channels or playing back a video. This could be caused by a problem with your mobile or WiFi connection because the internet is down, or because you're not fully logged on to a WiFi hotspot. Try these steps to fix the issue:

    - check your internet connection is working by trying to load up a new web page. If you're connecting using WiFi, check you've entered the correct WiFi password and have logged into the internet (some public networks have a two-stage log in process)

    - some public networks (hotels for example) limit the bandwidth available for video. Test by checking if you can watch a video on YouTube

    - if none of the above work, log out of the app, restart it, then log back in again

    Error VC011 may also occur if you use data compression apps.  We recommend that you try uninstalling any data compression apps you have on your device

  •  

    Errors starting (diva_error_...): These appear if your WiFi or mobile connection isn't fast enough to load the enhanced video player. Please check your connection and try again.

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    ‘There are no events to show’ error message – (Apple iOS devices): If this error shows and there are no programmes in the 'Watch now' part of the BT Sport app, ensure all clock settings are set to the default 24-hour time by logging out of the app and going to Settings>General>Date & Time. You can then log back into the BT Sport App. If you're streaming via 3G you'll need to enable mobile streaming within the BT Sport app settings. You can find this in the main menu of the app.

 
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Last updated: 5/2/2018
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Thank you.

Glad to hear it.

Thank you.

Glad to hear it.

Why is BT Sport not working on my device?