topic Re: Can't find active TV subscription in TV

Can't find active TV subscription

Mdougl10 — Fri, 07 Nov 2025 14:45:14 GMT

Thanks EE! My first holiday in 6 years and EE have well and truly spoilt it! Can’t watch any champions league football and despite paying you well over £100 a month you can’t find my active tv subscription! I have all sky sports channels as well as BT sports channels and you lot can’t find my active Tv subscriptions. SHAME ON YOU AND YOUR COMPANY!!!! I’ll be getting shut of EE COMPLETELY WHEN I RETURN HOME

[Mod edit - moved to own thread and amended subject title]

Re: Can't find active TV subscription

Michael_D — Fri, 07 Nov 2025 14:17:29 GMT

Hi @Mdougl10

Welcome to the community.

We certainly don't want your holiday to be spoilt.

Can you give a bit more information on what is happening with your TV subscription?

Are you not able to view on your EE TV Box or Apple TV, or are you trying to view through the Now/discovery+ apps?

Michael

Re: Can't find active TV subscription

DarrenDev — Fri, 07 Nov 2025 15:29:43 GMT

Don't panic @Mdougl10 - it's there. You're just trying to use the wrong email address to sign in.

To use the EE TV app, you need to sign in with your gmail address - this is the one you've set up to be your EE ID for managing your account. When you sign in, be sure to select the "EE Broadband" option.

To use the Now TV app, you need to use your hotmail.co.uk address (the one you signed into this forum with).

I can't tell what email address you used for your discovery+ account, but if you can't work out which one to use then email us at eetvsupport@ee.co.uk and we can reset it, to allow you to choose whichever email address you need.

Note: if you're on holiday outside of the UK then please be aware that none of these apps will allow you to watch the football - this is a rights restriction.

Re: Can't find active TV subscription

Mdougl10 — Sat, 08 Nov 2025 04:39:37 GMT

Was using a VPN, tried everything to get to watch the football. Was extremely disappointed and frustrated when I couldn’t. I’ve had to pay out twice @£25 for a roaming pass as I’d followed the instructions when I landed to activate roaming but the one I bought last Sunday when I landed still says it’s waiting to activate even though it’s still counting down then I had to purchase another pass on Wednesday after I called my sister who has been very poorly recently and attended a follow up hospital appointment and then I got a message from EE saying I was close to my limits and the call to my sister had cost £23. That’s when I had to purchase another roaming pass. I spoke to customer services at EE then and they could see something was wrong as the Sunday Roaming pass was still waiting (with a spinning wheel icon next to it, but the countdown timer was still running!) I’ve screenshot that to deal with when I return home.
Not a happy customer!

Sent from Outlook for iOS<>

Re: Can't find active TV subscription

Katie_B — Sat, 08 Nov 2025 08:19:32 GMT

Hi @Mdougl10.

Have you been able to follow the advice provided above and try the other email address?

In regards to your roaming pass, I am sorry to hear this did not activate and that your sister has been very poorly.

Did you call a UK mobile number when spoke with your sister?

What Roaming pass are you trying to activate?

Speak soon,

Katie