EETV on Apple TV displaying error AAU910

[Jd247]

Hello,

I’ve not long switched to EE Broadband and TV but have hit an issue setting up my Apple TV box. After setting up the Apple TV EE box, I select EE TV app but receive an error:

We couldn’t find an account… Code: AAU910

Called the helpdesk but they were unable to identity the error code, please advise!

[DarrenDev]

Are you using the EE Smart Hub that was provided @Jd247 ?  I can't currently see it online.

I can see your EE TV subscription is currently paired with a broadband connection that doesn't appear to be online.  Please email me at tv.apps@ee.co.uk so that I can get further information from you.

[Jd247]

Hi @DarrenDev ,

Yes I’m using the EE Smart Hub plus provided, internet is working fine through the line.

ill email now. Thanks!

[clarkie7]

Hi,

I am a EE Broadband and TV customer.

Switched from BT.

Activation today (all else working)

On the EE issued Apple TV 4K, when I try to access the EE TV app, I get the error message AAU910 - couldn’t find an account.

However, on my separately purchased AppleTV 4K in another room, I have loaded the EE app and can access, including TNT sports subscription (but not live TV, as expected)

Tried updating the apps, Apple TV and rebooting Apple devices and router. No success.

Any help appreciated.

Thank you

[Vichu1]

Hi @clarkie7 ,

Could I request you to give it a try again and if the problem persists, please can you drop an email to eetvsupport@bt.com with the error screen you see along with an account number?

Thank you.

[Ali_A · Accepted solution]

Hi @clarkie7 

Welcome to the Community. 

If you're seeing this error there could be a few possible reasons - 

• Is the EETV package set up and complete on your account - You'll need to call Customer Care for a guide to check this.
   
• Update the EE TV app
  Go to Settings, Apps and make sure Automatically update apps is turned on.
   
• Update the Apple TV software
  Go to Settings, System, Software updates and select Update software.
   
• Check the obvious- Is Apple TV connected to the EE Home broadband connection? If not, it won't work. 
   
• Finally, reboot both the Hub and Apple TV box, wait for them to reconnect and try again.
   

Following that, as you're services work on one of your TV's, I'd recommend giving our Customer Care a call so the technical team can look into what is happening with your EE supplied TV. 

Please keep us updated with how you get on. 

Ali