[Fixed] EE TV Error AAU910 & "No Subscription" on Third-Party Routers (Orbi/ONT)

[Nicholas_rubin]

For anyone struggling with the AAU910 error or being told they have "No Valid Subscription" on an EE-provided Apple TV or EE TV Pro box while using a third-party router (like Netgear Orbi), here is the solution that worked for me.

The Setup:

• Hardware: Netgear Orbi RBR series connected directly to the ONT (Fibre box). No EE Smart Hub in use.

• Service: EE Full Fibre + EE TV package.

• The Symptom: Premium apps (NOW, TNT) worked fine, but the EE TV Guide would show channels but refuse to play them, claiming "No valid subscription" or Error AAU910 on the Apple TV.

The Root Cause: Even if your internet is "working," your router might be using legacy PPPoE credentials from an older contract. My Orbi was using credentials from a setup several years ago. While these credentials still provided a data connection, they didn't "handshake" correctly with the modern EE TV authentication servers. The EE TV app needs to see you are on a specific, verified EE TV-enabled line to unlock the Freeview-over-IP channels.

The Fix:

1. Update PPPoE Credentials: Log into your router (e.g., Orbi’s web UI) and update the Internet/WAN settings. Ensure you are using the official EE settings, https://ee.co.uk/help/broadband/getting-started/using-and-configuring-a-third-party-router. As of 050126:

   • Username: bthomehub@btbroadband.com

   • Password: BT (or leave blank)

2. Power Cycle: Turn off the ONT (fibre box) and your router for 30 seconds, then power back up.

3. Account Management Check: Contact EE and ensure they have correctly flagged you as the "Account Holder" (not just a manager) in their backend system. If this flag is wrong, the "Large Screen" (TV) subscription won't activate.

Observations for the Community:

• Tech Support Gaps: Most "Level 1" support staff will tell you they can’t help with third-party routers. The issue isn't the router hardware; it's that EE's TV authentication is strictly tied to the specific PPPoE session credentials.

• Silent Updates: EE doesn't notify you when they update their "standard" router settings. If you’ve upgraded your package recently but kept your old router setup, your credentials might be "out of sync" with your new TV entitlements.

[DarrenDev]

Thanks @Nicholas_rubin - I wasn't aware that incorrect PPPoE credentials could cause this.  I'm guessing you had the old EE Broadband product, as the settings for BT Broadband and the current EE Broadband package have always been as you describe. It's only old-EE (or non-BT/EE) to new-EE that could have this issue, and there are no other relevant settings that have ever been changed.

3rd party routers aren't supported for any reason - whether it be a hardware fault, or a software configuration.  PPPoE session credentials are just as much of a configuration error as not enabling IGMP snooping.  An EE router is provided with all installations, and it's a requirement that the provided hardware is used to properly diagnose faults.  The router does more than just pass traffic - it provides us with a lot of valuable data and tools to help identify faults end to end.

The "Account holder" thing is fortunately no longer relevant to new accounts - it only applied to BT ID logins.  EE IDs don't allow roles - an account can only exist on one EE ID.

[Nicholas_rubin]

Thanks @DarrenDev - my old PPPoE settings used an odd username (PRODUCTIONHQNUN616318132) but it was an EE Full Fibre Max 500 connection (activated in 2022). Yes, it may have been old settings but many of your colleagues seemed completely baffled at the idea of using alternative hardware and that EE published details about how to configure third party routers! I'd have thought the troubleshooting scripts, FAQs and knowledge-bases available to the tech team to have provided some advice (if nothing else so the Tech Team are supported in advising a customer)!

I understand that the EE Smart Routers do more than just pass data and so enable fault-finding and remote support etc (which is really good!) but as a customer I don't think I should be beholden to your hardware and that ISP's (in general) should support users in getting connected to their network and services even when using third-party hardware. There are a couple of important reasons for this: i) customer choice and ii) propietary hardware is often more limited in functionality and quality (e.g. in our case we use a third party router because it does a better job of sharing wifi connection throughout our house). Nb it's my choice to weigh up missing out on the extra occassional support EE can provide by using your hardware versus the daily benefits of better router wifi coverage from a third party device.

I understand that I have a responsibility if I use my own hardware (and it's configuration) but I rely on EE to advise me of the correct settings and protocols its services require so I can ensure I pick the right hardware and configure it correctly. That is, my interactions with EE on this matter are more to do with ensuring I have access to and understand EE's requirements, settings and protocols for access to its services (that I am paying for), rather than seeking support on how to manage my hardware (which is rightly not covered by your support team).

[DarrenDev]

I've just spotted that you mention you're using Orbi, and have possibly fixed the IPC6023 (multicast) issue - maybe you could help with

https://community.ee.co.uk/t5/TV/Connecting-EE-TV-to-a-NetGear-Orbi33-router/td-p/1592758

We don't have the product knowledge to do it - many have tried on the BT community and failed.

[Nicholas_rubin]

Looks like they're having a very similar problem to me! Will share some thoughts. Thanks.