Can't activate TNT sports

[eeuser169]

I've had TNT sports for over 2 years and had no issues, but last month I received a text message saying it had been cancelled and then another text saying it was added again. Since then I've been unable to activate the service again and customer service can't seem to help. They repeatedly pass me to Discovery Plus customer service but they can't help as I don't have an active subscription. This is a problem that EE know about and it's been going for a while now but there is no fix forthcoming. Last month I was given a temporary 1 month pass which seemed to work but now that has expired and I'm back to not being able to activate the service. Getting seriously fed up of wasting my time trying to fix this

[Alex_H]

Hi @eeuser169,

Just to confirm you get TNT Sports as part of your mobile package and it is through this link you are trying to activate and get the error? Activate discovery+

With that link have your have tried on both WiFi and your data connection, with no VPN or iPhone private relay running if using iPhone? And tested on different browsers? 

Presumably you can still login to your Discovery+ account it just wont allow you to view content? Has your Discovery+ password been reset during the times you have been speaking to us, to then re-try the activation? 

Certain things we may need to refer you to Discovery+ support, but for activation issues it would usually be our dedicated TNT Sports team, our technical team would need to send a form off to them on your behalf. Has this been done previously when you called? 

Alex

 

[eeuser169]

Hi Alex,

Yes, I get TNT Sports as part of my mobile package. I have tried the link you sent before and it doesn't work. The message I get is "TNT Sports account not recognised

In order to gain access to discovery+ with your BT account you need to have an active subscription to TNTSports." I've also tried an EE link which also doesn't work. 

I have tried on both WiFi and data connection, with no VPN And also tested on different browsers both on mobile and laptop. All unsuccessful. 

I can still login to my Discovery+ account it just wont allow me to view content. My Discovery+ password has not been reset at any time, but I can't get past the EE activation to even attempt to get into the discovery+ system. 

During the numerous communications I've had with EE, nobody has mentioned this form before so I assume that hasn't been sent.

As mentioned, The only thing that did work was someone I spoke to last month gave me a 1 month pass which was fine but has now expired

[Alex_H]

@eeuser169 Thanks for confirming all you have tried. If you have not already, I would recommend doing the password reset as it is part of the diagnostic for activation issues as it can help reset the account to clear issues and allow activation. You should just be able to do so directly on the Discovery+ website login page.

If it does continue after that though please give us a call on 150 and mention the TNT Sports web form so that they can get it raised for you after running some checks, as that will get your issue to the team who are able to solve it. I am sorry it has not been done previously. Typically they have a 24 hour timescale for the form once sent but it may be a little longer at the moment. 

Alex

[eeuser169]

OK, I've tried the password reset but still getting the same issue. I'll try again with 150 tomorrow to see if they can help with the Web form. Is there a particular option I should be choosing or should I try technical support again? 

[Lesley_W]

Yes @eeuser169, our technical support team would be the best ones to look into this.

Don't worry too much about the specific options as anyone you speak to can pop you through to them if you select the wrong one.

Lesley

[dentos]

I have had the same issue for a couple of months now, and have been given a free pass by discovery plus till the end of January.  I don't understand why a company like EE cannot admit they have a problem on such a large scale, but every time you call its like starting the process again!

When I log in to the myEE page to try and view add ons, the screen just corrupts.

It is the worst experience I have ever had with a vendor

P

[eeuser169]

It's dreadful. When I call 150, they just don't understand and it's so frustrating having to waste so much time to try and explain every single time, just for them to pass you through to Discovery+ customer services who can't help because it's not their issue. I've just had to beg EE not to put me through to them and they've transferred me through to TNT sports commercial team instead, which again is nothing to do with EE or my issue. I've wasted 3-4 hours on this issue now and got absolutely nowhere.

The issue is fully with EE. I've had Discovery+ for over 2 years and suddenly received a text from EE saying the extra had been removed and then the next day it was added again. I've not been able to access it since then.

The EE technical support team is useless and I can't bring myself to call them again. Not sure what to do now...

[eeuser169]

Decided that I love misery so I called EE again. They passed me through to TNT sports commercial team yet again. There was no warning of this, they just put me on hold on then someone else started speaking.

This is beyond a joke now. How do I get this sorted? Is there a team in the UK I can speak to? 

[Alex_H]

@eeuser169 I am really sorry to hear that has been your experience when calling 150. It sounds like no one mentioned raising the form for you, is that right? 

I am going to send you a private message if you can please respond when you get a chance.

@dentos Is the error message you are getting the exact same wording as @eeuser169 mentioned above? Is it as an inclusive extra as part of your mobile plan that you have TNT Sports?

Alex