EE tv - not recognise subscription

[JAyton1]

I’ve recently moved to EE and downloaded the TV app however it is saying that it does not recognise my subscription. The ‘help’ page it refers to does not address this issue rather just gives general advice about the app. Any ideas on what I’m doing wrong? I logged in using the same email address i used to set up my account

[Treoesman]

Hi JAyton1, I’ve had a similar experience. I was with BT, and I migrated to EE, (which was a surprise, as I thought that I was renewing my broadband and TV service with BT)  and I too couldn’t log into the TV app. I had the same error message. I telephoned EE who were no help at all. I also experienced other problems with the EE broadband app. I was in my 14 day cooling off period, so when my multiple issues weren’t getting addressed by EE, I terminated my contract and went with another provider. Good luck getting this sorted. 

[Midnight_Voice]

@JAyton1 

What did you download the TV App to?

Moving to EE as your broadband supplier doesn’t get you a subscription to EE TV, which is a separate product, charged separately.

Is this your issue?

Or is it that you have either the Pro box or the Apple TV box that you can choose from with an EE TV subscription, and you can’t log in on whichever it is?

[Treoesman]

I had BT Broadband, also BT TV, including TNT sports. I paid for EE TV and TNT Sports (4K) when I renewed my contract.  I couldn’t log into TNT sports. That was the problem, and EE customer service weren’t able to get me logged in.

[Midnight_Voice]

@Treoesman 

Let’s see what @JAyton1 has to say before assuming it’s the same problem you had, if that particular issue was ever diagnosed, which it doesn’t sound like it was.

[Chris_B]

@Treoesman   You say EE broadband app.  If you had EE TV  then you had the smart hub plus so you use the EE app.  EE do have a stand alone broadband app and it’s called “EE home”  and that’s for the smart hub only and with this you don’t get EE TV.  Sounds like you was trying the wrong app. 

[Treoesman]

In my comment I said that I ‘also’ experienced problems with the EE Broadband app, I was and am aware that they are different apps.

[JAyton1]

Thank you for the reply. 
I have moved over both my broadband and TV (Big sport package) EE. Everything works fine from the TV point of view except when it comes to the App. I can log in fine but I can’t actually watch anything on the app as it says ‘subscription not found’. I am using the same email address I used to set up EE in the first place. Any ideas on next steps?

[Midnight_Voice]

@JAyton1 

What have you downloaded the App to?

Have you got the Pro box or the Apple TV box? Does everything work on whichever of those you have?

I’m not sure if this is a technical problem, or a problem of expectation, so maybe we should involve @DarrenDev ?

[JAyton1]

I’ve downloaded it on my phone. For the Tv itself which works fine I’ve got an EE box. However I want to be able to watch TV on the go particularly sports