Activating Discovery plus

[TJB_7111]

I moved over to EE TV recently and my account shows that I should have access to Discovery + premium. I have looked for this and attempted to activate using relevant links but can’t view it - my EE login details don’t work and I’m prompted to subscribe and pay. Am now very confused … how do I access this please?

[DarrenDev]

Frustratingly, I can't see the image until a moderator approves it.  What's in it?

[Hutchinson9448]

It says this service isn't working right now.

That's the constant image I come up with when ever I select manage TV or broadband also still says I have an order in progress but all orders are complete. Have 2 broadband account numbers in my account also and the new one says it's linked to an EE I'd but when I try linking I receive the security passcode through to my EE mobile number that is lead number on my mobile account side 

[DarrenDev]

Argh, you're right - there's more than 1 account number on your EE ID, and they both point to the same account on our system.  That's not a great position to be in - it's hard to predict how our systems will cope.

The only suggestion I can make (if you haven't already) is to use the link I provided above.  I've heard there are issues using the EE app, or the link in the email.  There are also issues using the Safari web browser, but it looks like you're using an Android phone.

[Hutchinson9448]

Thanks for your time,

Hopefully the accounts and merge team manage to solve it so that I can activate and view everything.

Just frustrating as I'm not sure where it is currently sat or had no feedback to resolve

[DarrenDev]

One other possibility is that you could create a new EE ID and drag the valid account across to that - as you have a gmail account, you could use plus-addressing to do it.

e.g. if your current email address was hutch@gmail.com you could create a new EE ID as hutch+ee@gmail.com - you'll still receive email in your current inbox, but on our system it'll be seen as a new account.  After creating the EE ID, you'll see an option to link an existing account to it - use this to attach the current active account (ending 214) to it.  Once attached, you should be able to activate (and log into the EE app) using that, and it should look a bit cleaner.

[KitKats1]

I am experiencing this same issue.  I ended up with a second login as my online order was inexplicably cancelled, then I had to go through it all again over the phone.  I spotted that one screen in the app had a dropdown to select between the accounts, but all other screens in the app and none on the web site appear to support account selection.

I was asked to create a new loginby a person on the Live Chat but unfortunately when attempting to link an existing account it gives the error "Looks like you’ve linked already - Your EE products are linked to another online account. You’ll need to log in to that account to manage them".  It's unfortunate, because such a solution to quickly cleanup user accounts/account data might alleviate many of the problems reported. 

Perhaps I'm using the wrong option to do the linking?   

[Leanne_T]

Hi @KitKats1 

Thanks for coming to the community and letting us know. 

Could you try logging into https://ee.co.uk/plans-subscriptions/broadband as @DarrenDev has provided in another reply, does this work for you to activate discovery+? 

If you are having problems linking the accounts and the above does not work for you, please call us and the team will get this looked into and help you get set up. 

Thanks 🙂

Leanne. 

[KitKats1]

I tried that already but it didn't work. The 'Manage Broadband' option results in a message "Order pending - Your order is being processed. Your plan details will appear once you're all set up at home". I've been live for over a week. This is what drew my attention to the comment of 10-08-2024 03:45 PM which suggested the system doesn't properly handle the scenario of multiple accounts.

Unfortunately neither Live Chat or telephone support have proven to be especially helpful so far.

If the ability to properly handle logins multiple accounts is a known limitation of the system it would be helpful to have error messages which indicate that this is the issue we are hitting.  While I'd say the support staff I've dealt with so far haven't been very good, they might have more of a chance if I was able to give them a more indicative error message.

[Leanne_T]

Hi there @KitKats1 

Thanks for the quick reply. 

In this case, if you could get back in touch with the team they can raise a support ticket if needed to be looked into by the relevant team. 

Please keep us updated with how you get on 🙂

Leanne. 

[KitKats1]

They have already raised a support ticket.  I'm sorry to be so blunt but if I had found the telephone support and live chat to be helpful I wouldn't be digging through months old forum posts after 10pm of an evening.