EE TV app “No subscription found”

[Marcoee]

Hi

I recently moved from BT to EE and took the Big Sport package. When I start up the EE TV app on my iPad it says no subscription found. Is this because I didn’t take any entertainment package? I thought as a bare minimum I could stream the free to air channels via broadband. There is a small charge for EE TV on my bill

Thanks 

[Marcoee]

The error message is AJ910. I am logged in and both my NOW and Discovery+ services for Big Sport are working fine

[DarrenDev · Accepted solution]

Now that you've moved from BT to EE, you need to log into the EE TV app with your EE ID - not your BT ID.

It's the same username and password that you logged into this forum with, but in the EE TV app you need to select the "EE Broadband" option as the first step when logging in.

[Marcoee]

Thanks, Darren. One small thing to add is on iPadOS, this process happens in the iPad’s settings rather than the EE TV app.

Cheers

[theravenspeaks]

I have had the same issue. I have logged out and signed back in using my EE user name and password, but I get the same problem. 
Bizarrely I seem to be able to remotely set up recordings but I cannot access Discovery + services that are on my account (e.g. TNT Sports). 

it’s very frustrating. 

[DarrenDev]

Same advice applies @theravenspeaks - when you log into the EE TV app, you need to select the EE Broadband option.  If you select the BT option, it'll let you log in (as you have a BT ID with the same email address), however it won't find a subscription on the account.

If you're trying to use the discovery+ app, then you need to log in with whatever account you used to activate it back in April - I'm unable to tell you what that is, but can reset it if you've forgotten.

[AlanG35]

Tried that but still getting the same error message. 
cheers

Alan

[Rach_H]

Hi @AlanG35,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your app. If you're not able to resolve this using the advice above then I'd recommend giving our team a call, and they will be able to help you get this sorted.

Rach

[Nat852]

Hi Rach, I am having the same issue - I use the EE broadband login option but it still doesn’t work and comes up with AJ910 error code. I escalated it to the executive complaints team and was told that I can’t use the EETV app and have to use discovery+ and NOW tv apps instead. Seems odd as I have the full package of entertainment, movies and sports - unfortunately when I asked to speak to someone else in the team I was told that wasn’t an option.

[DarrenDev]

Sorry for the confusion @Nat852 - you definitely are eligible to use the EE TV app.

When you log into ee.co.uk using the EE ID that fails in the app, does it show your account there to manage? I'm guessing not. Use the option shown to add your account to your EE ID, and it should start working in the app a few minutes later.