topic EE TV app “No subscription found” in TV

EE TV app “No subscription found”

Marcoee — Sun, 18 Aug 2024 01:39:38 GMT

I recently moved from BT to EE and took the Big Sport package. When I start up the EE TV app on my iPad it says no subscription found. Is this because I didn’t take any entertainment package? I thought as a bare minimum I could stream the free to air channels via broadband. There is a small charge for EE TV on my bill

Thanks

Re: EE TV app “No subscription found”

Marcoee — Sun, 18 Aug 2024 03:38:34 GMT

The error message is AJ910. I am logged in and both my NOW and Discovery+ services for Big Sport are working fine

Re: EE TV app “No subscription found”

DarrenDev — Mon, 19 Aug 2024 07:38:37 GMT

Now that you've moved from BT to EE, you need to log into the EE TV app with your EE ID - not your BT ID.

It's the same username and password that you logged into this forum with, but in the EE TV app you need to select the "EE Broadband" option as the first step when logging in.

Re: EE TV app “No subscription found”

Marcoee — Mon, 19 Aug 2024 14:58:17 GMT

Thanks, Darren. One small thing to add is on iPadOS, this process happens in the iPad’s settings rather than the EE TV app.

Cheers

Re: EE TV app “No subscription found”

theravenspeaks — Sat, 14 Sep 2024 20:51:52 GMT

I have had the same issue. I have logged out and signed back in using my EE user name and password, but I get the same problem.
Bizarrely I seem to be able to remotely set up recordings but I cannot access Discovery + services that are on my account (e.g. TNT Sports).

it’s very frustrating.

Re: EE TV app “No subscription found”

DarrenDev — Sun, 15 Sep 2024 07:36:53 GMT

Same advice applies @theravenspeaks - when you log into the EE TV app, you need to select the EE Broadband option. If you select the BT option, it'll let you log in (as you have a BT ID with the same email address), however it won't find a subscription on the account.

If you're trying to use the discovery+ app, then you need to log in with whatever account you used to activate it back in April - I'm unable to tell you what that is, but can reset it if you've forgotten.

Re: EE TV app “No subscription found”

AlanG35 — Fri, 18 Oct 2024 20:30:54 GMT

Tried that but still getting the same error message.
cheers

Alan

Re: EE TV app “No subscription found”

Rach_H — Sat, 19 Oct 2024 11:34:49 GMT

Hi @AlanG35,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your app. If you're not able to resolve this using the advice above then I'd recommend giving our team a call, and they will be able to help you get this sorted.

Rach

Re: EE TV app “No subscription found”

Nat852 — Sat, 09 Nov 2024 19:52:17 GMT

Hi Rach, I am having the same issue - I use the EE broadband login option but it still doesn’t work and comes up with AJ910 error code. I escalated it to the executive complaints team and was told that I can’t use the EETV app and have to use discovery+ and NOW tv apps instead. Seems odd as I have the full package of entertainment, movies and sports - unfortunately when I asked to speak to someone else in the team I was told that wasn’t an option.

Re: EE TV app “No subscription found”

DarrenDev — Sun, 10 Nov 2024 10:41:08 GMT

Sorry for the confusion @Nat852 - you definitely are eligible to use the EE TV app.

When you log into ee.co.uk using the EE ID that fails in the app, does it show your account there to manage? I'm guessing not. Use the option shown to add your account to your EE ID, and it should start working in the app a few minutes later.

Re: EE TV app “No subscription found”

Nat852 — Sun, 10 Nov 2024 18:24:35 GMT

Thanks for the reply. When I login it shows my mobile devices and broadband. But TV isn’t showing as it’s own tab. However, under broadband I have discovery+ and Netflix. Honestly spent hours on the line with the “exec complaints team” and I got the distinct impression they didn’t know what they were doing or understand how the system worked.

Re: EE TV app “No subscription found”

Leanne_T — Mon, 11 Nov 2024 17:06:44 GMT

Hi there @Nat852

I am very sorry this has not been resolved for you.

What was the last update the executive team advised? Is this being investigated for you?

Leanne.

Re: EE TV app “No subscription found”

Nat852 — Tue, 12 Nov 2024 16:31:43 GMT

Hi @Leanne_T , no unfortunately i don't think it is being investigated as Adam from the executive complaints team has closed my complaint after telling me that i don't have the option of using the EETV app despite subscribing to the full works package. I asked a number of times to speak to another colleague and he wouldn't transfer me, so the call ended with him saying he'd send me a letter with instructions on how to complain to the ombudsman as there were no further routes within EE to resolve my issue or complaint. The letter is yet to arrive and i cannot see the credit he promised me on my account either. All in all, i'm afraid it hasn't been a great experience to date.

Re: EE TV app “No subscription found”

Leanne_T — Tue, 12 Nov 2024 16:53:18 GMT

Hi there @Nat852

I see thanks for coming back to me. If the executive team have closed the complaint and a letter has been sent, you would need to follow the advice on the letter when this arrives. You can find details on our EE Complaints Code of Practice - March 2024 page.

Any credits would usually go onto the next month's bill for you, if this is not showing when the next bill is ready to view please call us and the team will check this for you.

Leanne.

Re: EE TV app “No subscription found”

Nat852 — Tue, 12 Nov 2024 17:41:43 GMT

hi @Leanne_T thanks for the quick response. I've just had the letter through the post, dated 1st November weirdly, and i have another 3 days to respond and accept the £30. However i just wanted to be absolutely clear - are you saying that they are right in stating that if i have the Full Works TV package at over £100 a month, i don't have access to the EETV app. But if i had the £40 a month entertainment package on its own, i would have access to EETV?

If that's the case, does that mean i miss out on functionality such as remote recording like you can do on the Sky app?

Re: EE TV app “No subscription found”

DarrenDev — Tue, 12 Nov 2024 17:57:27 GMT

Sorry that the helpdesk didn't give you a useful response @Nat852 .

Can I ask you to please email tv.apps@ee.co.uk with the EE ID (i.e. username you're logging into the app with) and your account number. I'll call them tomorrow and help them manually correct your account - there's no reason why you shouldn't be able to use the EE TV app.

Re: EE TV app “No subscription found”

Nat852 — Tue, 12 Nov 2024 19:00:11 GMT

thanks @DarrenDev hope you're able to help

Re: EE TV app “No subscription found”

Nat852 — Fri, 15 Nov 2024 13:05:58 GMT

@DarrenDev just checking if you'd managed to remedy this? i sent the email over on tuesday evening.

Re: EE TV app “No subscription found”

JCW6 — Fri, 15 Nov 2024 20:56:18 GMT

Hi. I have the same problem. I have EE broadband and EE TV box. Have downloaded the EETV app to my iPhone but error code AJ910 appears and “no subscription found”. I have tried to link products through the EE app but still no joy. Any idea please?

Re: EE TV app “No subscription found”

Rach_H — Sat, 16 Nov 2024 13:06:36 GMT

Hi @JCW6

We know how important it is for you to be able to use the EETV app, so I'm sorry to hear you're having trouble. I'd recommend giving our team a call, and they can take a look into what can be done to get this up and running for you.

Rach