Existing Discovery+ log-in via phone deal NOT working despite new tv package

[PhilKH]

Hello all - would love some advice re Discovery+ app issues.

I previously accessed the app (with TNT Sport) via my EE phone package (free big screen add-on) - but now have a new phone deal with EE, which no longer includes the Discovery+ app add-on

I have also recently taken out out a new EE tv 'Full Works' subscription which includes TNT Sport - accessed conventionally through the EPG as well as (supposedly) the Discovery+ app. 

However, when I now try to log in to the Discovery+ app, my details are not recognised, (despite the fact that I remain a 'subscriber', albeit through a different deal/package). Additionally, there is no obvious way to address this with a revised sign-up/log-in process.

Putting to one side the fact that both deals were through EE, so the transition (you would think!) should be automatic, does anyone have either any experience of this particular issue and/or advice that might help me resolve it? Many thanks! 

[Profile closed]

@PhilKH 

Has your order completed and are all the other services available to you? Do you have a TV Box Pro for example?

[PhilKH]

Hi, thanks for the reply.

I have a former BT Box Pro and have been an EE TV subscriber since the branding transition. 

My new tv package was an upgrade offer following my switch from BT to EE broadband.

Everything else is working fine - including accessing TNT Sport via the EPG. 

It's just the Discovery+ app which no longer recognises a subscription to TNT.

I've visited various EE and Discovery+ sign-in and activation web pages without success.

[Profile closed]

@PhilKH 

So the order is closed but the existing access to discovery+ hasn’t transferred and trying any options to sign up or activate are failing?

Not sure I can help on this one, think this will need a call to EE unless someone else has any ideas?

[PhilKH]

Yep, that's about the size of it!

Historically I have had issues with the Discovery+ app for no obvious reasons, which have required a reset. This may simply be another one of these issues albeit for a different reason.

Thanks for engaging.

[Leanne_T]

Hi there @PhilKH 

Thanks for coming to the community. 

Have you tried the activate discovery+ option on the discovery+ on EE page and entering your EE account log in details? 

If so, do you get an error message when following the set up? 

Leanne.

[PhilKH]

Hi Leanne,

Yes, I've tried that - but when I click the activate button at the bottom the page, I'm afraid it just sends me to my EE home page, with no further instruction.

Phil

[Leanne_T · Accepted solution]

Thanks for trying this @PhilKH 

In this case, please give us a call and the team will get the discovery+ looked into for you and help you get set up. 

For ways to get in touch please see our Contact Us page. 

Leanne.

[PhilKH]

Thanks Leanne - will do.

[Leanne_T]

No problem @PhilKH 

Thanks 🙂

Leanne.