topic Re: What is the Point of the EE TV app?? in TV

What is the Point of the EE TV app??

JayQ1 — Fri, 07 Nov 2025 17:28:05 GMT

When signing up with BT for a further 2 years of TV, to be supplied by EE, I was pleased to learn that that I would be able to watch and record TV programmes by accessing my TV box from my android phone or tablet.

I downloaded the app from Google Playstore noting that the above information was confirmed in the “About this App” section of the download site.

I logged in to the app only to come up against “Error GJ910 – We can’t find an active TV subscription on this Account”. I was given the option of logging in with either my BT or EE account. No matter which I used the error message continued to appear.

Following two 30 minute conversations with EE Customer Services I am still no further forward. As a result of the first conversation I was issued with a new EE TV set top box to replace my BT box. This is now installed and working well, but the problem with the app persists.

During the second conversation the customer assistant changed my EE user id. This made no difference. Following further conversation she told me that because I purchase EE TV from BT I am not an EE customer (although I have an EE TV box and can access the EE TV app on my television). As I understand it the point of the app is so that I can watch live television and recordings stored in my TV box on my phone or my tablet.

At present I can do neither, so what is the point of the app? There is certainly no point in using on my television screen which is connected to the set top box.

It is clear that others in this community have experienced similar frustration. If any one is able to help me I would be most grateful. Many thanks John

Re: What is the Point of the EE TV app??

DarrenDev — Fri, 07 Nov 2025 18:27:53 GMT

Sorry for all the incorrect information you've been given John.

You cannot watch recordings in the EE TV app. You can use it to remotely set and delete recordings, but they can only be watched directly ON the TV Box. To enable this remote setting/deleting, you need to pair the app with the TV Box - this doesn't require an EE TV subscription.

The GJ910 error you're seeing is due to a fault when your account was being created. I've fixed this now, so the app won't show that error anymore - make sure you log in using the BT Broadband option, as this is where your account is.

Now that this is sorted, you can watch live TV in the app - though it's limited to just the few channels you see on the "Live" tab shown in the app.

Let me know if you have any further issues. Sorry again that the helpdesk wasn't able to help with this, and they've wasted your time.

Re: What is the Point of the EE TV app??

JayQ1 — Fri, 07 Nov 2025 22:51:07 GMT

Hello Darren,

Thank you so much for your prompt and very helpful reply. The EE Tv app is now installed and fully functional on both my android phone and my tablet. Following your guidance i was able to complete the installation in less than 5 minutes for each device. I am really glad that I decided to press on despite being told by CS that although I could download the app I could never use it on a remote device as I am not an EE customer.

With best wishes and grateful thanks John

Re: What is the Point of the EE TV app??

Timbo45 — Sat, 08 Nov 2025 09:11:01 GMT

Unfortunately just another example of the CS "guides" having no idea what they're talking about.

Things have definitely got worse over the past couple of years as BT/EE support was pretty good when it was pulled back from Asia but now !

The BT forum was very good until all the experienced mods were removed , fortunately there are still a few around like @DarrenDev who are well informed and very helpful.

Re: What is the Point of the EE TV app??

Smithy2001 — Sat, 17 Jan 2026 22:11:44 GMT

Hi Darren,

I have the EE colleague package for EE tv box pro and the entertainment package including tnt sports

when I try logging in on the EE TV App it cannot find a subscription for me either and was wondering if you could help? Error code IA-AU26

Re: What is the Point of the EE TV app??

DarrenDev — Sun, 18 Jan 2026 04:41:56 GMT

First thing to check @Smithy2001 :

If logging in with an EE ID, log onto https://id.ee.co.uk/ and confirm that your account is shown - if not, add it using the link shown.

If logging in with a BT ID, log into https://www.bt.com/mybt and confirm that your account is added and is an "Account Holder". Account manager isn't sufficient.

If you've confirmed your account is there but the app still doesn't work, email eetvsupport@ee.co.uk with the username you're using and the account number that has the EE TV subscription.

Re: What is the Point of the EE TV app??

Paulpedwar — Thu, 16 Apr 2026 09:54:54 GMT

I took have exactly the same problem. Broadband with BT incl the Full Package TV, but can't log into the EE App on my mobile.

Not happy.

Re: What is the Point of the EE TV app??

DarrenDev — Thu, 16 Apr 2026 10:22:12 GMT

You need to log in with the BT ID associated with the account @Paulpedwar - it's not your email address. The correct BT ID has the same name as the account holder (not you).

Re: What is the Point of the EE TV app??

Paulpedwar — Thu, 16 Apr 2026 13:23:39 GMT

Hi again

I am using the same ID ( email address) & password to try to log into the EE TV app which I use to log into My BT account app. This shows my subscription to BT broadband & EE Full works TV package.

However when I try to log in ( choosing BT Broadband) I get the error message AA-AU26 telling me that I have no subscription.

Paul

Re: What is the Point of the EE TV app??

Smithy2001 — Thu, 16 Apr 2026 13:25:24 GMT

My issue was something to do with my account and how it was created.

Had to get someone to take a look and fix it for me.

Re: What is the Point of the EE TV app??

DarrenDev — Thu, 16 Apr 2026 13:30:00 GMT

@Paulpedwar if you can see the bill in My BT then you must have Account Manager rights to it. This allows you to view/manage the billing, but doesn't entitle you to the subscriptions on it - only the Account Holder has those rights, and as I said, that BT ID is in the name of the account owner. Simply use that other email address and it'll start working for you.

Alternatively, you can visit My BT on the web site, edit your profile, and claim Account Holder rights - this will then take them away from the other account.