topic Re: can't find account...day2 in EE app and website

can't find account...day2

blutone — Wed, 22 Jan 2025 11:43:12 GMT

Having trouble on the website after logging in,i am on day 2 of eetv and it wont recognise my account, it just keeps saying it cant find account,yet i am set up and logged in???

Re: can't find account...day2

Michael_D — Wed, 22 Jan 2025 13:44:27 GMT

Hi @blutone

Welcome to the community.

When you are logging in on the website, is it the EE TV player or your EE account to view bills and products?

Have you tried to login using the app?

Michael

Re: can't find account...day2

blutone — Wed, 22 Jan 2025 13:57:42 GMT

I'm on the eetv app...I have logged in and just get the same message everytime I try to favourite my channels?

Re: can't find account...day2

Michael_D — Wed, 22 Jan 2025 14:05:13 GMT

Are you able to add any favourites through your EE TV box? @blutone

Michael

Re: can't find account...day2

blutone — Wed, 22 Jan 2025 14:08:56 GMT

Nope...none at all....and on the tv guide I can't see an option to rearrange channels to faves...only option is to hide channels? Then when I press favourites it just says we can't find an account...wonder if it's just because it hasn't caught up yet?

Re: can't find account...day2

Michael_D — Wed, 22 Jan 2025 14:11:47 GMT

It may be that @blutone. Are you able to watch all of your channels?

Is your EE TV and broadband account fully visible in the EE app and website?

Michael

Re: can't find account...day2

blutone — Wed, 22 Jan 2025 14:14:43 GMT

Yes, I can watch all channels on the tv guide,just can't rearrange any...and I can log in on here and the bt app...

Re: can't find account...day2

Michael_D — Wed, 22 Jan 2025 14:36:46 GMT

Great. Which TV box are you using?

Is it the TV Box Pro, TV Box Mini or Apple TV?

Michael

Re: can't find account...day2

blutone — Wed, 22 Jan 2025 14:39:01 GMT

Tv box pro...

Re: can't find account...day2

Michael_D — Wed, 22 Jan 2025 14:48:17 GMT

The TV Box Pro doesn't give you the option to add favourite channels, instead if you press the yellow button when in the channel guide, you can hide channels. I've hidden the non-HD channels on mine where there is an HD channel to watch.

Looking on the EE TV app, in the My Favourites section, I only get the option to add on-demand programmes to the My Favourites section, rather than channels. @blutone

Michael