EETV box and NOW TV problem

[GlasgowDave]

Have been switched from BT to EETV. Have new EETV box. Have family login to NOW TV and when trying to use app on new box it shows a strange hotmail email address which is NOT me. I sign out of that and enter correct login and all works but when I go back next time box again has this wrong info. Any idea how to clear this error. This is a new box and I have never entered any other login before. All other apps work fine.. Really annoying

[DarrenW-Tech · Accepted solution]

Hey @GlasgowDave,

Welcome to the community forum! We're really sorry about that issue, we must have someone made a mistake when ordered the service.

I've fixed it for you though, if you could check again you should see the correct email address.

[GlasgowDave]

Thanks for that but further question. My son is the account holder and the box does not retain the log in detail it reverts back - why does it not retain the correct info. iPad etc does. 

[DarrenW-Tech]

Hey, we changed it to the email address on your account, it sounds like maybe this isn’t the right one either.

Can you drop us a mail at eetvsupport@bt.com with the correct email address please?

[Midnight_Voice]

@GlasgowDave 

Bit of background; an EETV device that is given a Now logon will work with that logon, but will silently revert to whatever the EETV-supplied login is at the first chance it gets.

An iPad will not do this; it will stay on whatever the last logon details were that you gave it.

This is frustrating here if the details you put in the iPad are the ones you want, but EE still have those details wrong; it needs someone like @DarrenW-Tech to put them right at EETV’s end, as there is nothing you can do as a customer to correct the error for yourself.

However (and my brain is hurting here) I think there may be two Now accounts tangled up in this, unless you are using the really strange hotmail address, or some other ‘wrong’ one (even if you think it is the ‘right’ one) to logon to the iPad with?

[GlasgowDave]

Many thanks for that - am in touch as we speak. My old BT box did NOT do
this so was totally confused by the new EETV one. It was BT that switched
me over too.

Thanks Again


Dave

[DarrenW-Tech]

Hey @GlasgowDave 

I understand what you were asking for so we've unlinked the account for you.

Everything should now work they way you want it to 😊

[GlasgowDave]

Thank you so much - very helpful

Dave

[Midnight_Voice]

@GlasgowDave 

BT boxes do the exact same thing, as people who decided to go direct with Now for Sports to save a few bob when they were already with EETV for Entertainment discovered when they tried to keep an EETV box locked on the the direct Sports subscription.

It’s just that BT have been historically more careful when setting people up; though the odd mistake did get through.