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 

[Laura500]

I'm having the same problem. You have no support whatsoever after 9pm and due to this problem, I'm missing a free trial of another service, which will expire by tomorrow. It's taken me two hours of solid work and I'm screwed.

[Laura500]

I did and it says subscription not found.

[Laura500]

I did and I get that result.

[Laura500]

Too late

[Laura500]

What option? Shown where????

[Peter_W]

Good morning @Laura500.

Welcome to the EE Community!

Am I correct in thinking that you're trying to log into the EE TV app and seeing the error that you don't have a subscription?

If that's right, can I please check if you have an active EE TV service with us, and are you able to view programmes via your TV box? 

Also when you log into the main EE app, are you able to see your account details and package?
Peter

[Nat852]

I wouldn't hold your breath of getting it resolved @Laura500 , i still can't access the EETV app so can't use functions such as remote record and have to access sports channels via the NOW TV app. Emailed @DarrenDev as requested and followed up on here but no response and no resolution. 

[DarrenDev]

@Nat852 anyone can use remote record - no login is required for that.

Unfortunately it was decided after I'd left BT that the mailbox could no longer be used to fix customer faults - it's only for reporting issues with our apps (as it was originally intended).  I'm disappointed that no-one reached out to you to help though, as it's such a simple fix at the back end.

@Laura500 the 2 most common causes of this issue are:

1. The account isn't linked with the EE ID you're trying to use.  Log into ee.co.uk and see if it shows your account.  If not, there'll be an option to link the account.

2. If the account is linked, then the most likely scenario is that you've moved across from BT. There's an unfortunate intermittent fault where sometimes the order processes in the wrong order, causing the subscription to be missing from the EE ID.  This needs to be either manually corrected by the TMC, or the EE agent can cancel TV and add it again (though this can cause other complications).

[Tomww]

Exactly the same here too! Can't log into EETV app, or the discovery+ app, even though inhave the full works tv package. Phoned the helpline today, they said NO ONE can use the eetv app as it is new, and it's waiting for an update to let people log in. Basically lied to me to get rid of me, unbelievable! I wasn't a resolution to this, otherwise I'll be leaving, as surely it's a breach of contract of you cannot supply what is being paid for. 

[Alex_H]

Hi @Tomww,

Welcome to the EE Community

I am really sorry to hear of the experience you have had calling as that is certainly not what we would expect and I can understand the frustration. Content you are subscribed to via your TV package should be viewable on the EETV app and Discovery+ respectively.

As mentioned have you logged into the same EEID on the EE website or EE app and does your broadband and TV account show there, if not are you able to link it up and then try accessing the EETV app? 

If it is already linked and you still get the not subscribed error message in the app, it does require one of our technical team to help resolve. I am sorry your initial call did not get it resolved but giving us another call will be the best way to get this sorted.

Alex