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 

[Nat852]

Thanks for the reply. When I login it shows my mobile devices and broadband. But TV isn’t showing as it’s own tab. However, under broadband I have discovery+ and Netflix. Honestly spent hours on the line with the “exec complaints team” and I got the distinct impression they didn’t know what they were doing or understand how the system worked.

[Leanne_T]

Hi there @Nat852 

I am very sorry this has not been resolved for you. 

What was the last update the executive team advised? Is this being investigated for you? 

Leanne. 

[Nat852]

Hi @Leanne_T , no unfortunately i don't think it is being investigated as Adam from the executive complaints team has closed my complaint after telling me that i don't have the option of using the EETV app despite subscribing to the full works package. I asked a number of times to speak to another colleague and he wouldn't transfer me, so the call ended with him saying he'd send me a letter with instructions on how to complain to the ombudsman as there were no further routes within EE to resolve my issue or complaint. The letter is yet to arrive and i cannot see the credit he promised me on my account either. All in all, i'm afraid it hasn't been a great experience to date. 

[Leanne_T]

Hi there @Nat852 

I see thanks for coming back to me. If the executive team have closed the complaint and a letter has been sent, you would need to follow the advice on the letter when this arrives. You can find details on our EE Complaints Code of Practice - March 2024 page. 

Any credits would usually go onto the next month's bill for you, if this is not showing when the next bill is ready to view please call us and the team will check this for you. 

Leanne. 

[Nat852]

hi @Leanne_T thanks for the quick response. I've just had the letter through the post, dated 1st November weirdly, and i have another 3 days to respond and accept the £30. However i just wanted to be absolutely clear - are you saying that they are right in stating that if i have the Full Works TV package at over £100 a month, i don't have access to the EETV app. But if i had the £40 a month entertainment package on its own, i would have access to EETV? 

If that's the case, does that mean i miss out on functionality such as remote recording like you can do on the Sky app? 

[DarrenDev]

Sorry that the helpdesk didn't give you a useful response @Nat852 .

Can I ask you to please email tv.apps@ee.co.uk with the EE ID (i.e. username you're logging into the app with) and your account number. I'll call them tomorrow and help them manually correct your account - there's no reason why you shouldn't be able to use the EE TV app.

[Nat852]

thanks @DarrenDev hope you're able to help

[Nat852]

@DarrenDev just checking if you'd managed to remedy this? i sent the email over on tuesday evening. 

[JCW6]

Hi. I have the same problem. I have EE broadband and EE TV box. Have downloaded the EETV app to my iPhone but error code AJ910 appears and “no subscription  found”. I have tried to link products through the EE app but still no joy. Any idea please?

[Rach_H]

Hi @JCW6 

We know how important it is for you to be able to use the EETV app, so I'm sorry to hear you're having trouble. I'd recommend giving our team a call, and they can take a look into what can be done to get this up and running for you.

Rach