Can’t link my EE TV subscription to EE TV app

[CarlaLinley]

Hi, I’ve completed setup for EE TV fine and called EE, as the EE TV app does not recognise a subscription to my account and same login details.i have signed out of the app and deleted, reinstalled it and paired to my tv and I am still getting an error message ‘No subscription found for this account’!

Any help welcome please

[rdslight]

The error seems to have been found on one of the back end servers. The main EE ID all checks out as correct however the actual subscription is still affiliated with the old email address. 

‘Bridge case’ raised but still waiting on a fix. 

BW

Bob 

[Leanne_T]

Thanks very much for coming back to me with an update @rdslight 

Hopefully this is all sorted soon for you. 

Leanne.

[rdslight]

Hi, bridge case closed without a fix. Another ticket opened…

The actual service is definitely associated with the old email address even though the front end and current EE ID looks okay. 

I even had a billing email from the old address. I can’t download the bill from the current EE ID. 

Starting to give up hope this will be sorted after numerous calls and promises of a fix in 48h. 

Presumably I won’t be held to contracted term if I switch provider as I’m not getting the service being paid for…

[AndyL24]

Hi Carla,

I've moved across to EE this month as well and had the same message come up (even after deleting the old app and installing it again (no active subscription AJ910 code).  I hope you resolve your issue and I can learn from your solution.

AndyL

[Peter_W]

Hey there @AndyL24 😊

Welcome to the EE Community!

When you log into your account with the email address that you're trying to pair here, does it display the detail of your TV and broadband package as it should do, or is this having trouble too?
Peter

[AndyL24]

Thank you for replying, Peter.

When I log into the EE App, it shows my products (phones and broadband and my tv channels eg TNT/Netflix etc.)  It also shows my correct email address.  When I go into EETV app., it comes up immediately with "Subscription not found. We can't find an active TV subscription on this account. Please visit ee.co.uk/help/tv-sport for more help (AJ910)."

I am not sure how to check if I have paired my email address? with my EETV app? (besides which how does the EETV app. know what my "account" is as all I have done is downloaded the EETV app. on my IPAD.)  Other TV apps just ask to pair by puting in/accepting a 6 figure no. to pair which works easily.

[Rach_H]

I'd recommend giving our team a call @AndyL24, and they will be able to check the details we have registered for you, to help you get things back on track.

Rach

[AndyL24]

Thank you Rach H. Which tel. no. would you suggest, please?

[rdslight]

Hi I finally got this sorted and am posting the issue here to help others. It took quite a few calls to get someone to realise the issue and submit a ticket to the relevant department. 

After merging accounts at least at the front end everything looked fine. I couldn’t however connect to the hub, download a bill or log into EE TV without a no subscription found error. 

The reason was at the back end the services I had tried to move over remained active on the old account number (starting GB)  and affiliated with the previous email even though this was no longer an active EE ID. 

Once this was flagged it was sorted in a few days. It may not be the same issue for everyone but I hope this post avoids some of the circles I went in. 

[AndyL24]

Thanks but I am not sure this applies to me.  I recently switched from BT to EE for Broadband/TV although had mobiles through EE. From what I can see my EE account no. has not changed.  Obviously my BT account should have been terminated (but I know that EE and BT are one and the same).  I've rung EE and the lady seemed to suggest that I need to go into the various apps (Now/Discovery etc) rather than through EE app. It appears perfectly on my TV and I can access whatever I want from there but not through the IPAD. Wasn't a very plausible reason as to why it doesn't work.