topic Re: 4 Months Without Account Access or TNT Sports – No Resolution from EE in TV

4 Months Without Account Access or TNT Sports – No Resolution from EE

Cbev1 — Sun, 09 Mar 2025 11:10:48 GMT

There are a number of posts here, and I've been informed through Tier 2 EE support many times acknowledging issues with TNT Sports, yet after 4 months, my account remains wholly broken, and I still cannot access TNT Sports or even manage my EE account.

Summary of My Issue (Unresolved Since November 20, 2024)

EE erroneously removed TNT Sports from my account (and many others, as seen in this forum).
Since then, I have had to repeatedly call and email EE, only to be told a fix has been implemented — yet nothing has changed.
On an average week, EE calls me 3 times, asking me to retest, wasting more of my time.

The Bigger Issue – My Entire EE Account is Inaccessible

I cannot access or manage my account at all—the website loads the header/footer, but all account-specific content is entirely blank.
Billing is inaccessible, meaning I can’t even verify whether EE has applied the credits they claim to have given me.

The TNT Sports activation process fails because EE’s system errors out when processing the one-time passcode (OTP), an issue that has been prevalent Community post 1, community post 2:

This issue persists across all devices and browsers (Windows, macOS, iOS, Android, iPadOS) and on multiple IP addresses within the UK (including mobile data), proving it is an EE backend failure, not a user-side issue.

Technical Breakdown (For EE's "Technical Team" Who Never Responds Directly)

The moment an API authentication request is triggered, my account breaks, making it clear this is a backend account tagging, badging, or profile token issue.
Tier 2 support is non-technical and simply relays messages from EE's hidden "technical team," who offer no direct communication or useful troubleshooting.
The EE app fails in the same way, reinforcing that this is not a browser or network issue:

Unacceptable Failures by EE

✅ 4 months without access to TNT Sports or my account.
✅ Zero proactive steps to resolve the issue - EE waits for me to complain.
✅ Forced to push for credits that don’t even fully cover the separate TNT Sports subscription I’m now paying for.
✅ Ongoing calls and emails with no genuine updates or resolution.
✅ An issue that likely requires a simple fix has been left unresolved for nearly half a year.

EE, how do you justify this level of incompetence? I have repeatedly provided all requested information, and I should not be left diagnosing your systems for you when I have no access to them.

When will this be properly investigated and fixed?

Do not respond with basic troubleshooting or "speak to our team". Yes I have cleared cache and cookies.

Re: 4 Months Without Account Access or TNT Sports – No Resolution from EE

Cbev1 — Sun, 09 Mar 2025 10:00:37 GMT

Your post acknowledges issues with TNT Sports, yet after 4 months, my account remains wholly broken, and I still cannot access TNT Sports or even manage my EE account.

Summary of My Issue (Unresolved Since November 20, 2024)

EE erroneously removed TNT Sports from my account (and many others, as seen in this forum).
Since then, I have had to repeatedly call and email EE, only to be told a fix has been implemented — yet nothing has changed.
On an average week, EE calls me 3 times, asking me to retest, wasting more of my time.

The Bigger Issue – My Entire EE Account is Inaccessible

I cannot access or manage my account at all—the website loads the header/footer, but all account-specific content is entirely blank.
Billing is inaccessible, meaning I can’t even verify whether EE has applied the credits they claim to have given me.

The TNT Sports activation process fails because EE’s system errors out when processing the one-time passcode (OTP).

This issue persists across all devices and browsers (Windows, macOS, iOS, Android, iPadOS) and on multiple IP addresses within the UK (including mobile data), proving it is an EE backend failure, not a user-side issue.

Technical Breakdown (For EE's "Technical Team" Who Never Responds Directly)

The moment an API authentication request is triggered, my account breaks, making it clear this is a backend account tagging, badging, or profile token issue.
Tier 2 support is non-technical and simply relays messages from EE's hidden "technical team," who offer no direct communication or useful troubleshooting.
The EE app fails in the same way, reinforcing that this is not a browser or network issue.

Unacceptable Failures by EE

EE, how do you justify this level of incompetence? I have repeatedly provided all requested information, and I should not be left diagnosing your systems for you when I have no access to them.

When will this be properly investigated and fixed?

Re: 4 Months Without Account Access or TNT Sports – No Resolution from EE

Cbev1 — Sun, 09 Mar 2025 11:24:38 GMT

There are numerous threads on here outlining the same issue, even a quick search shows multiple from 2023 onwards:

It is wholly unacceptable for an issue to persist for years, largely going ignored and EE still hasn't got a clue how to resolve it in their systems.

EE - What are you playing at?

Re: 4 Months Without Account Access or TNT Sports – No Resolution from EE

Matt_124 — Sun, 09 Mar 2025 11:48:52 GMT

This is a user discussion forum and not the correct avenue for direct answers from EE.

No one on here will be able to give you the response you are looking for.

You would be better off submitting a complaint here: https://ee.co.uk/help/contact-ee/complaint/complaint-form

Re: 4 Months Without Account Access or TNT Sports – No Resolution from EE

ChrisHamblin — Mon, 10 Mar 2025 14:41:55 GMT

Cbev,

I have exactly the same issues as you and share your frustration. Dealing with the Technical Support team is like an impenetrable brick wall... to say they don't want to know is an understatement.

For me, the inclusion of this benefit was a fundamental factor in my contract decision. It is a service I want and therefore has tangible value. Without that my phone bill basically just got 100% more expensive as I am £30.99 a month worse off.

I would encourage others to post of their experiences as there must be countless similar cases. I would propose we formalise what information needs to be gathered to pursue a community legal action because the handling of the process to date is utterly unacceptable.

I have current suspended my direct debit but no doubt the dunning department will be fully functioning come month end and that will be a world more pain for me to endure.

Please speak up if you have this issue. It can't be hidden!

Re: 4 Months Without Account Access or TNT Sports – No Resolution from EE

ChrisHamblin — Mon, 10 Mar 2025 14:43:31 GMT

Cbev,

I have exactly the same issues as you and share your frustration. Dealing with the Technical Support team is like an impenetrable brick wall... to say they don't want to know is an understatement.

I have current suspended my direct debit but no doubt the dunning department will be fully functioning come month end and that will be a world more pain for me to endure.

Please speak up if you have this issue. It can't be hidden!

Re: 4 Months Without Account Access or TNT Sports – No Resolution from EE

Midnight_Voice — Mon, 10 Mar 2025 14:55:57 GMT

@ChrisHamblin @Matt_124 @Cbev1

I am told a poke on Facebook is rather good at getting EETV’s attention.

Re: 4 Months Without Account Access or TNT Sports – No Resolution from EE

Cbev1 — Sun, 16 Mar 2025 11:16:29 GMT

This is a post for EE mobile packages, I'm not sure why it was moved to TV?

Re: 4 Months Without Account Access or TNT Sports – No Resolution from EE

Cbev1 — Sun, 16 Mar 2025 11:18:54 GMT

Completely feel your pain. The EE network where I live in London is abysmal, the TNT sports inclusion (for the UFC) was literally the only reason I stayed with them.

I'm sick of the "Our back office team have made the fix, please try again." calls where nothing changes.

My goal was precisely that - to raise awareness as these types of issues have been occurring since at least 2023, it is absolutely unbelievable.