topic Re: EE tv - not recognise subscription in TV

EE tv - not recognise subscription

JAyton1 — Thu, 15 Aug 2024 20:25:54 GMT

I’ve recently moved to EE and downloaded the TV app however it is saying that it does not recognise my subscription. The ‘help’ page it refers to does not address this issue rather just gives general advice about the app. Any ideas on what I’m doing wrong? I logged in using the same email address i used to set up my account

Re: EE tv - not recognise subscription

Treoesman — Thu, 15 Aug 2024 21:11:25 GMT

Hi JAyton1, I’ve had a similar experience. I was with BT, and I migrated to EE, (which was a surprise, as I thought that I was renewing my broadband and TV service with BT) and I too couldn’t log into the TV app. I had the same error message. I telephoned EE who were no help at all. I also experienced other problems with the EE broadband app. I was in my 14 day cooling off period, so when my multiple issues weren’t getting addressed by EE, I terminated my contract and went with another provider. Good luck getting this sorted.

Re: EE tv - not recognise subscription

Midnight_Voice — Thu, 15 Aug 2024 21:40:04 GMT

@JAyton1

What did you download the TV App to?

Moving to EE as your broadband supplier doesn’t get you a subscription to EE TV, which is a separate product, charged separately.

Is this your issue?

Or is it that you have either the Pro box or the Apple TV box that you can choose from with an EE TV subscription, and you can’t log in on whichever it is?

Re: EE tv - not recognise subscription

Treoesman — Thu, 15 Aug 2024 21:46:49 GMT

I had BT Broadband, also BT TV, including TNT sports. I paid for EE TV and TNT Sports (4K) when I renewed my contract. I couldn’t log into TNT sports. That was the problem, and EE customer service weren’t able to get me logged in.

Re: EE tv - not recognise subscription

Midnight_Voice — Thu, 15 Aug 2024 21:52:35 GMT

@Treoesman

Let’s see what @JAyton1 has to say before assuming it’s the same problem you had, if that particular issue was ever diagnosed, which it doesn’t sound like it was.

Re: EE tv - not recognise subscription

Chris_B — Thu, 15 Aug 2024 21:55:49 GMT

@Treoesman You say EE broadband app. If you had EE TV then you had the smart hub plus so you use the EE app. EE do have a stand alone broadband app and it’s called “EE home” and that’s for the smart hub only and with this you don’t get EE TV. Sounds like you was trying the wrong app.

Re: EE tv - not recognise subscription

Treoesman — Thu, 15 Aug 2024 21:59:24 GMT

In my comment I said that I ‘also’ experienced problems with the EE Broadband app, I was and am aware that they are different apps.

Re: EE tv - not recognise subscription

JAyton1 — Fri, 16 Aug 2024 06:13:31 GMT

Thank you for the reply.
I have moved over both my broadband and TV (Big sport package) EE. Everything works fine from the TV point of view except when it comes to the App. I can log in fine but I can’t actually watch anything on the app as it says ‘subscription not found’. I am using the same email address I used to set up EE in the first place. Any ideas on next steps?

Re: EE tv - not recognise subscription

Midnight_Voice — Fri, 16 Aug 2024 06:56:56 GMT

@JAyton1

What have you downloaded the App to?

Have you got the Pro box or the Apple TV box? Does everything work on whichever of those you have?

I’m not sure if this is a technical problem, or a problem of expectation, so maybe we should involve @DarrenDev ?

Re: EE tv - not recognise subscription

JAyton1 — Fri, 16 Aug 2024 07:03:14 GMT

I’ve downloaded it on my phone. For the Tv itself which works fine I’ve got an EE box. However I want to be able to watch TV on the go particularly sports

Re: EE tv - not recognise subscription

DarrenDev — Fri, 16 Aug 2024 08:07:48 GMT

@JAyton1

You have a Now TV account using the correct email address (the one used for this forum), but you haven't set your password - I've re-sent a password reset email to you. Follow the instructions to set a password, and then you'll be able to log into the Now TV app.

You have an EE ID using that same email address, but you haven't added your account to it. After logging into https://ee.co.uk/login (don't use the app - open it in a web browser) it should show the option to add an account to your profile - follow that to add your broadband account, which will automatically bring your EE TV subscription onto it too. You can then log into the EE TV app (make sure you select that you have EE Broadband).

Once you've added the account to your EE ID, you'll also see a link online to activate discovery+

Re: EE tv - not recognise subscription

DarrenDev — Fri, 16 Aug 2024 08:10:29 GMT

@Treoesman it's unfortunate that your issue wasn't resolved - the helpdesk should have raised a fault for one of our specialists to fix it. It can always be fixed - sometimes in minutes, sometimes it takes a few hours.

Re: EE tv - not recognise subscription

Laura500 — Tue, 28 Jan 2025 22:51:50 GMT

Same problem

Re: EE tv - not recognise subscription

Midnight_Voice — Wed, 29 Jan 2025 08:39:15 GMT

@Laura500

In which case, same solution.