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]

Hi, I got the same messaging re the apps a couple of times, the apps worked fine as with the EE TV box but something clearly wasn’t right. I would ask them if the services on the active account number are associated with your current EE ID. I finally got success on the 150 number by going via the broadband > billing options. 

Hope u get it sorted….

[AndyL24]

Thanks.  After numerous attempts, I am still no further forward.  Now an EE operator says error code AJ910 is not an EE code (which I doubt since it also asks to go to EE.Co. etc).  However, I cleared my IPAD cookies and history, deleted app and reloaded and same message.

There is a limit to how many times I will ring 150 or a dedicated 0330 no. and then be passed around to people who are unable to solve a simple issue.  Therefore I will admit defeat and put down moving to EE as a bad experience.

[rdslight]

Hi Andy, I got all that as well. Most guides don’t recognise the error code. None of those suggestions will deal with a back end server issue on EE’s side. 

I had to specifically ask for a ticket to be raised with the TMC team. The first one was closed without the issue being resolved. I then got a call back from a lady in ‘home tech level 2’ who understood straight away the error code and raised another ticket. It was resolved 7 days later and I had a further call from the TMC to explain it was a data linkage issue on two back end servers. 

Keep going, just need to find the right person 🙂

[AndyL24]

Thanks for your encouragement. I think I have now sorted it!  When you load the EE TV app DO NOT SAY YES when asked if you want to use your current subscription. Say NO. It will then ask you if you are a BT or EE customer. I answered EE and that let me sign in using my EE email and password.

I can then use the app.

Shame all the agents at EE couldn’t advise me about this.

Regards,

Andy L

[rdslight]

Brilliant, glad you got it sorted Andy. 

[AnnaMaria0]

Tried that Andy - didn’t work for me.  Still getting the AJ910 message - very frustrating. Wasting a Sunday afternoon on a crap app that pairs my TV box but not my subscription details. Wish I never left SKY.

Regards

AM

[AndyL24]

Sorry to hear AnnaMaria. Best of luck in sorting.😔

[Leanne_T]

Morning @AnnaMaria0 

Thanks for coming to the community. 

If you give us a call, the team will get the error message looked into for you and see what is needed to get this sorted 🙂

Leanne.