BT/EE TV App - Device problem

[DaveAdams1974]

Hi, I had 2 fire tablet devices registered out of the 4 slots available. I was having issues downloading films I purchased, so suspecting the issue was with my tablets, I did a factory reset and have re-downloaded the app.

This has now taken me over my device limit, but I am also unable to download the films I want, as its saying I have reached the maximum amount of registered devices.

Would it be possible to have a device reset please?

[Minkey1]

@DaveAdams1974 

Is this in the EE TV app itself? I can’t check mine. Even tho I’m logged in. and it even shows my recordings, it won’t let me look at Device Management. It says it can’t trace I have an account 🤷🏼

Couldn’t you remove all listed devices, then re-add your 2 tablets? There may be some time constraint with that.

This is a community of users forum and no-one here can access your account.

[DaveAdams1974]

I can remove devices, but that means I have to wait 30 days before I can re-add any new ones. I can understand restricting subscribed content, but I don't know why films/TV shows you've purchased cant be downloaded on multiple devices.

The EE app seems to think that I've still got downloaded films on the tablet devices that I have factory reset.

I'm sure someone helped me with a similar issue on here last year.

[Minkey1]

@DaveAdams1974 

“I can remove devices, but that means I have to wait 30 days before I can re-add any new ones”

And this is in the EE TV app? Wow. I knew Now used to/has something similar.

”I'm sure someone helped me with a similar issue on here last year”

Hope so. @Midnight_Voice is your man on the TV side.

[zulu17]

Hi @DaveAdams1974   Looking at what I believe to be current terms and conditions wrt EE TV app these are some extracts

(i) The number of devices you can download buy-to-keep content onto depends on what app you are using. With the EE TV app you can register four devices.

(ii) You'll only be able to download the buy-to-keep content to one registered device at a time, unless we tell you otherwise. If you want to put it on another device you’ll have to delete it from the first one.

(iii) You can only stream the buy-to-keep content to your set-top box and one other compatible device at the same time, unless we tell you otherwise.

(c) You’ll have to register your devices. This is done automatically when you first play content in the app. You won't be able to register more than four devices, apart from your set-top box, at any one time. We might tell you we’re increasing that maximum from time to time. If you’ve registered four devices, you can de-register one and register another in its place once every 30 days.

(d) You understand that you might not be able to watch the same channels or other content on the EE TV app (or the EE TV website) as you get on your set-top box.

(e) You won't be able to stream the same content to more than two devices at once unless we tell you otherwise. That doesn’t include set-top boxes.

(f) You can only stream content in the UK, Channel Islands or Isle of Man.

So the limitations on downloading is clear in EE TV conditions  and is probably simply down to the licensing arrangements for the product   - consider a comparison with buying a movie on DVD you would only be able to load the DvD on one device at a time , 

[Midnight_Voice]

@DaveAdams1974 @Minkey1 

Alas I know nothing of buy-to-keep, but I see that @zulu17  has the rules more than adequately covered.

Re factory resets, i would imagine that deleting content requires some sort of dialogue with the EETV server, so it can keep track of what’s where, and that factory resetting a device won’t count as that, so the EETV server will still think the downloads are out there.

I don’t know how you would resolve that, though the same would go for downloads on failed or lost devices.

But perhaps there’s a mechanism for resolving this?

[zulu17]

Due to the 30 day  change limitation I haven’t explored too many permutations here, but  a few observations and suggestions.

1 problem downloads (incomplete/failed/expired/queued etc)would I have thought be able to be deleted within the app on the  device the download was requested on., and then set up the attempt again.

2 you can logout within the app and I believe this again will remove all downloads on the device. Logging in again should allow you start afresh, although I will qualify that statement that I did experience a problem with one device in logging  in again. 

3 you can use device management on your device to remove that device as a registered device. 

4 you can use device management on any  logged in device to remove any of the devices that are registered   (So that could be used  I believe to de register a lost of broken device.).

There used to be a email that was specific tor the tv apps team but I believe that was withdrawn in late 2024 so requests for reset or assistance in device management now appear to require going by the contact customer service route.

[Minkey1]

@zulu17 

“3 you can use device management on your device to remove that device as a registered device. 

4 you can use device management on any  logged in device to remove any of the devices that are registered   (So that could be used  I believe to de register a lost of broken device”

Unless you get this ⬇️

I’m logged in. It even shows my recordings. But I can’t do anything (I don’t have Sport anyway). So I just ignore it, and buy the online content I want to “own “ direct from Apple TV+ or, occasionally, Prime.

Content I’ve bought in ATV plays on any device with the app. Content streamed with the subscription plays in up to 6 devices simultaneously. No problems.

 

 

[zulu17]

@Minkey1  the EETV  app on mobile  devices does not require  an active   ETTV  subscription as it can be used if   paired with a  Youview box  to set recordings remotely.  From your images it looks like your app has not identified  an EETV subscription so you are not going to be presented with devices registered.

[Minkey1]

@zulu17 

Indeed. Exactly my point, tho why I’d have an EE box  (2 in fact, logged in as me) without a TV account isn’t clear. There’s always dodgy ones on a well known auction site I suppose, so it wouldn’t necessarily follow.

No matter. I ignore the app, and buy/rent my stuff elsewhere. The mini box in the kitchen is definitely useful tho.