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Errors on the BT Sport App on smartphones and tablets

This article is for people getting an error message watching the BT Sport App on a mobile or tablet device. If you saw the error message when watching BT Sport on a computer browser..........

This article is for people getting an error message watching the BT Sport App on a mobile or tablet device. If you saw the error message when watching BT Sport on a computer browser, then please click here to visit the BT Sport online player error message page >

If your BT Sport App isn't working but you don't have an error code or message, get help by clicking the link below.

My BT Sport App isn't working >

Please type the error code in the box below to get the help you need (the more of the error code you type, the more relevant the help shown will be). Otherwise, click on the 'View all error help' button.


 

NCE-001

This error code will only happen to EE customers who are signing up to the BT Sport App:

If you get this error code it means you've already registered for BT Sport in the past, or your EE mobile is linked to a BT product such as BT Smart Talk.

You might get this error if you're porting a BT Mobile number over to EE and it hasn't completed yet.

  1. If you think you've already set up BT Sport then try logging in
  2. If not you'll need to speak to EE and tell them the error code

EE customers should click here to contact EE >

 

NCE-002

If you get this error it means you're trying to order BT products using a BT Sport on EE account number, which isn't possible. Please call BT on 0800 800 150 for help ordering BT products on another account.

EE customers should click here to contact EE >

 

NCE-003

This error code will only happen to EE customers who are signing up to the BT Sport App:

You'll see this message if you've tried to re-send the validation pin too many times during the set up journey. You'll need to wait until midnight, or after, before you can try re-sending the pin again.

  • If you're still not getting any texts, make sure you've entered the correct number in the first step of the set up journey. Also check that your mobile device is set up to receive texts. If it's still not working, please contact EE directly
  • If you're getting the validation pin but it's not accepted, make sure that your browser is not timing out in between receiving and entering the pin. You might want to try opening up a separate browser on another device and trying the journey again. You can do this by going directly to www.bt.com/eesport >

EE customers should click here to contact EE >

 

NCE-004

This error code will only happen to EE customers who are signing up to the BT Sport App:

The number you've entered in the set up journey wasn't recognised as a valid EE number. Please check that you're entering the correct EE mobile number. It should begin with 07 and be 11 digits long. Orange and T-Mobile numbers aren't valid.

EE customers should click here to contact EE >

 

NCE-005

This error code will only happen to EE customers who are signing up to the BT Sport App:

You get this error if your BT Sport order hasn't completed yet. This means it's not ready for you to start the set up journey.

  • Sometimes, during busy times, there can be a delay and we'd ask you to please try again a bit later
  • The set up page might time out but you can go directly to www.bt.com/eesport >
  • If you haven't yet ordered BT Sport from EE please text Sport to 150

EE customers should click here to contact EE >

 

NCE-006

This error code will only happen to EE customers who are signing up to the BT Sport App:

If you get this error it means there might be a suspension on your EE mobile or your BT Sport account. Please contact EE directly on 07953966250.

EE customers should click here to contact EE >

 

VC005, VC013 or VC014

These error codes normally 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 the steps below:

  1. Check our service status page (click on the 'TV' tab) to see if there are any known problems affecting the BT Sport service
  2. Restart the app, then log back in again
  3. Check your internet connection by trying to watch a video on YouTube. If connecting using wi-fi, check you've entered the correct wi-fi password and have logged into the internet (some public networks have a two-stage log-in process)
  4. Uninstall and reinstall the app. Click here to see how >

If you had error VC005, you'll need to ensure that all the clock settings on Apple devices are set to the 24-hour time, (which is the default setting). Here's how:

  1. Log out of the app
  2. Go to Settings on your device and then General
  3. Go to Date & Time and make sure that the "24-hour time" option is set
  4. Now log back into the BT Sport app

If this hasn’t fixed your problem, BT customers can chat with us online.

EE customers should click here to contact EE >

 

VC019

Please try playing again. If the problem persists, check to see if you have a pending update. If so, you may need to update your system or reboot.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

VC010

This error appears if you're trying to watch more than two BT Sport streams at the same time. You can download the BT Sport App on as many devices as you like, but you can only watch live channels or videos on a maximum of two devices. This maximum includes accessing the BT Sport Online Player via a computer browser.

Try these steps to fix:

  1. Stop all streams from the BT Sport online player and app
  2. Wait two minutes, then try watching again. It can take up to 15 minutes for a stream to completely stop

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

VC011

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 wi-fi internet connection because the internet is down, or because you're not fully logged on to a wi-fi hotspot.

Try these steps to fix:

  1. Check your internet connection by trying to watch a video on YouTube. If connecting using wi-fi, check you've entered the correct wi-fi password and have logged into the internet (some public networks have a two-stage log-in process)
  2. Some public networks (hotels for example) limit the bandwidth available for video. Test by checking if you can watch a video on YouTube
  3. 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. Click here for more information about data compression apps and BT Sport >

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

CT001 or CT002

These error codes normally appear when the content you're trying to watch is unavailable. Please try refreshing it by going to another page in the app, then going back to the one you're trying to watch. If this doesn’t work, try again after 15 minutes.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

VC001 or VC024

These errors normally appear when you're trying to watch live channels or videos via the BT Sport App.

Try these steps to fix:

  1. Log out of the app and back in again by going into Settings and then Log Out
  2. Now re-enter your BT ID and password. This will clear any previous sessions and fix the problem

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

VC102

This error normally appears when there's a problem trying to watch a channel in the app. To clear this, re-select the channel that you're watching.

If this doesn't work, log out of the app and back in again by going into Settings and clicking on Log Out. Now re-enter your BT ID and password. This will clear any previous sessions and fix the problem.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

“ID001”

Error Message: Sorry, we didn't recognise the details you've entered (Username or/and Password); Please check and try again. Or, if you need a reminder of your username or password, please use the links provided

You get this message if you've tried to log in but you've used the wrong username, password or both. If you can't remember all your log in details you'll find links on the page to follow. These will help you reset your details so you can log on to the BT Sport App again.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

EE customers with re-added BT Sport

If you’ve just re-added BT Sport in the last month and you’re getting the ID001 error message, you'll need to reactivate your account. Please go to bt.com/eesport to do this by using your mobile.

Alternatively, text SPORT to 150 on your EE phone to add BT Sport to your account. 

 

 

“ID002”

Error Message: Sorry, you've tried to log in with the wrong details more than three times, so we've temporarily locked your account. Please try again after 15 minutes. If you need a reminder of your username or password, please use the links provided

You get this message if you've tried to log on to the app more than three times using the wrong username, password or both. As a precaution, you need to wait at least 15 minutes before you try to log on again. This will give you the chance to use the links on the page to either reset or get a reminder of your details. Once you've reset, or received your reminder, you can log on to the BT Sport App again.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

ID003

This error code is caused by an issue with your user ID.

Click here for steps to fix error message ID003 >

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

VC003 or LC001

These error codes are caused by a user verification issue, such as when you're trying to access the app while outside the UK or European Union (EU). For customers with Apple devices, location services need to be enabled for the BT Sport App. You can find the instructions on how to do this below:

  1. Go to the home page and press the Settings icon
  2. Click on Privacy
  3. Make sure Location Services is switched on or green

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

LC002

This error will only appear on Windows 10 devices. Please enable location services on your device.

You can do this by going to Settings on the Start Menu. Then click on Privacy and go to "Location". After enabling location services, please restart the BT Sport App.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

CF001 or CF002

These error messages are normally caused by app configuration issues.

Try these steps to fix:

  1. Close the app, open it again and complete the log in process
  2. If this doesn’t work, delete the app and download it again from the App Store

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

ID004

You can get error ID004 if the app can't verify your user ID because there's no internet connection. This could be because the internet is down, or you're not fully logged on to a wi-fi hotspot.

Try these steps to fix:

  1. Check your internet connection by trying to watch a video on YouTube. If connecting using wi-fi, check you've entered the correct wi-fi password and have logged into the internet (some public networks have a two-stage log-in process)
  2. Some public networks (hotels for example) limit the bandwidth available for video. Test by checking if you can watch a video on YouTube
  3. If none of the above work, log out of the app, restart it, then log back in again

Error ID004 may also occur if you use data compression apps. Click here for more information about data compression apps and BT Sport >

If you've followed the steps above and there's still a problem, be aware that this error can also sometimes occur during heavy use of the BT Sport App. It should only be a temporary issue, so please keep trying to log in.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

CON-003, CON-0104 or CON-0113

These error codes are usually caused by a problem with your BT Sport order. For example, your order may not have completed correctly, or your BT Sport account number hasn't been correctly linked with your BT ID.

Please follow the link below for steps to update your BT ID if you've successfully ordered BT Sport and received your account number.

Adding an account on My BT for BT Sport >

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

CN001 or CN002

These error codes mean you're not connected to the internet. This could be because the internet is down, or you're not fully logged on to a wi-fi hotspot.

Try these steps to fix:

  1. Check your internet connection by trying to watch a video on YouTube. If connecting using wi-fi, check you've entered the correct wi-fi password and have logged into the internet (some public networks have a two-stage log-in process)
  2. Some public networks (hotels for example) limit the bandwidth available for video. Test by checking if you can watch a video on YouTube
  3. If none of the above work, log out of the app, restart it, then log back in again

If you're having trouble connecting to broadband, you can try our step-by-step guide to getting back online:

I've got no broadband connection >

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

CN003

These error codes mean you're not connected to the internet. This could be because the internet is down, or you're not fully logged on to a wi-fi hotspot.

Try these steps to fix:

  1. Check your internet connection by trying to watch a video on YouTube. If you're connecting using wi-fi, check you've entered the correct wi-fi password and have logged into the internet (some public networks have a two-stage log-in process)
  2. Some public networks (hotels for example) limit the bandwidth available for video. Test by checking if you can watch a video on YouTube
  3. If none of the above work, log out of the app, restart it, then log back in again

If you're having trouble connecting to broadband, you can try our step-by-step guide to getting back online:

I've got no broadband connection >

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

DT001 or DT002

These error codes relate to the enhanced video player. You may see these if you're trying to access the enhanced player from outside the UK or European Union (EU). If this isn't the case, please exit the enhanced player and try again.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

DT003 or DT008

You will only get these messages when using the enhanced video player. Please exit the enhanced player and try again.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

DT004, DT005, DT006 or DT007

These error codes relate to the enhanced video player. To solve the problem:

  1. Close the BT Sport app completely and then reopen it
  2. If this doesn't work, log out of the BT Sport app and then log back in again

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

"Errors starting (diva_error_...)"

These error codes relate to the enhanced video player. They appear if your wi-fi or mobile connection isn't fast enough to load the enhanced video player. Please check your connection and try again.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

DT009, DT010, DT090 or DT091

These error codes relate to the enhanced video player. They occur when content is unavailable. Please try again later.

If you had error DT091, you'll need to ensure that all the clock settings on Apple devices are set to the 24-hour time, (which is the default setting). Here's how:

  1. Log out of the app
  2. Go to Settings on your device and then General
  3. Go to Date & Time and make sure that the "24-hour time" option is set
  4. Now log back into the BT Sport app

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

YS6002, YS6004, YS6006, YS6008, YS6009, YS6013, YS6000

If you get this error you'll see the following message on screen: Sorry, this video isn't working. Please check your internet connection and try again.

This is a connection issue, to fix this, simply restart the player. This will restart the content and sport stream.

 

YS6005

If you get this error you'll see the following message on screen: Sorry, this content isn't working at the moment. Please try again later.

Really sorry about this but you'll need to give it a couple of minutes and then try the player again.

 

VC084

If you've received this error code on your device, try fully closing and re-open the BT Sport App.

If this doesn’t fix the problem and you’re using an iOS device, refer to support.apple.com/en-us/HT203483 to check that your date, time and time-zone are set correctly.

If you've received this error code on an Android device, refer to the manufacturer’s FAQs to see how to check that the date, time or time-zone are set correctly:

 

VC085

Due to the number of hours that you've been watching, the stream has now expired. To carry on watching, please press Play.

 

ID006

You’re seeing this error message because there's a problem with your account and you'll need to reset your password.

  1. Go to www.bt.com/mybt >
  2. Log in with your existing BT ID (username) and password
  3. You'll be asked to reset your password
  4. Once that's done, log into the BT Sport App with your BT ID and new password

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >

 

VC062

Certain ad-blockers obstruct our video players on the web, which creates this error code. Switching off any ad-blockers you have should fix the problem.

 

 

Problems without error codes:

 

These error codes relate to the enhanced video player. They appear if your wi-fi or mobile connection isn't fast enough to load the enhanced video player. Please check your connection and try again.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >


If you see a "There are no events to show" error and no programmes when you go to "Watch now" in the BT Sport app, you'll need to ensure that all the clock settings on Apple devices are set to the 24hour time, with time zones set automatically. Here's how:

  1. Log out of the app
  2. Go to Settings on your device and then General
  3. Go to Date & Time and make sure that the "24-hour time" and "Set automatically" options are both set to the On position
  4. Now log back into the BT Sport app

Please be aware 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.

If this hasn’t fixed your problem, BT customers can click here to chat with us >

EE customers should click here to contact EE >


The new TV and sport help tool is available to all BT TV and BT Sport customers. When things go wrong, it can quickly get you up and running again. Please click the link below to get started:

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