topic Re: Apple TV 4K and EETV app in TV

Apple TV 4K and EETV app

Villafan87 — Tue, 16 Jan 2024 13:40:08 GMT

Hey all,

After much trouble trying to order EETV with the Apple TV 4K it finally arrived today and my current EE contract has ended and I am now on ‘New EE’.

The process of moving across to New EE has seemed a bit troublesome and after setting everything up I can not access the EETV app on the Apple TV. I’ve had all the confirmation that the order is complete but I just get error code AU002. Has anyone else come across this. I escalated with the tech team but it took a 30 minute call and the agent couldn’t get their head around I had an Apple TV box, not an Apple TV subscription. They escalated it to a higher team member who was also unsure of the hardware. The training seems to have been really poor around it. I’ve chatted to probably 7 advisor on the phone who were all brilliant but just had no idea what was going on. Anyway it’s now with another team and I’ve been told it’s a 5 day wait for a fix. I’m kind of annoyed as the process to order the was extremely complicated and now I’ve further 5 days without the TV app. 5 days for a fix seems abit excessive at the start of a brand new contract.

Anybody got any work around or tips? My wife will kill me if she has no tv in her day off tomorrow 😂

Re: Apple TV 4K and EETV app

DarrenDev — Tue, 16 Jan 2024 18:10:37 GMT

AU002 means a timeout or error trying to authenticate to our servers.

Could I ask you to please try again, and make a note of the exact time (to the minute) that it occurs? It'll help me identify your box, and hopefully find the cause.

Re: Apple TV 4K and EETV app

Villafan87 — Tue, 16 Jan 2024 18:31:00 GMT

Thanks, appreciate the reply @DarrenDev . Just tried there at 18.29 16/01.

The error message I get is attached

Re: Apple TV 4K and EETV app

DarrenDev — Wed, 17 Jan 2024 11:55:27 GMT

Sorry for the delay - we've found the fault, and we're working on a system fix. In the meantime, I've manually fixed your account. Could you please try it again?

Re: Apple TV 4K and EETV app

Villafan87 — Wed, 17 Jan 2024 12:18:24 GMT

Wow, that worked.

Thank you for the speedy resolution @DarrenDev

Re: Apple TV 4K and EETV app

BoydJ — Tue, 14 May 2024 21:57:04 GMT

Having the same issue myself. Moved from BT to EE. Apple TV error au002 and BTP-202 on the BT TV box that has been updated to EE. I’ve no subscription channels working now.