now tv app works on tv box but not on android app

[Arnookie]

Well so far a huge dissapointment. Ordered my package of broadband and tv back in april. 

was told an engineer would call out on may the 4th for intallation of the fibre broadband.

recieved all three tv boxes and the router. Was also told to start using my nowtv app and netflix immediately. 

set them up worked for a few days then stopped working after calling every day was told each time that they would work agin withiun 2 hours but never did. Plus now newtflix charged me £10.99 saying i was no longer getting my service from ee. 

After talking to support every day for weeks it seems ee kept cancelling my contract and install. 

eventually get the broadband installed today and everything is now working appart from the netflix, nowtv app on android and discovery+ they all say i must pay, very odd because the now tv app works on the tv but not on my mobile devices saying i must pay. now when I log into my ee account its showing as account closed! they installed the broadband today and its all so confusing. This has been the worst experiance ive ever had from any service. Absoloutly disgusting! 'Plus now they said they cant compensate for the 16 days delay in installing my broadband services when I was told by support previously that I would receive £6.10 a day for each day added to the origional install date. What an abysmal experience so far I'm highly dissapointed! 

[DarrenDev]

I can only apologise @Arnookie - there are some scenarios where our ordering process can currently go wrong.  We're working hard to fix them ASAP.

I can see multiple attempts to fix your account, resulting in 2 accounts being active at the same time.  It looks like your Now TV was activated against one account, but then the subscription was cancelled. A new subscription was added on a second account, but with a typo in the email address.

My best suggestion is that you call again and specifically ask for a case to be raised with TMC - it'll need manual intervention to transfer your Now TV subscription to the correct email address, and for your services to be tidied up.

If you don't have any luck with them, feel free to email me at tv.apps@ee.co.uk with the account number(s) you're aware of, and I'll get it raised - this may slow the process slightly though.

[Arnookie]

Thank you DarrenDev I will call them tomorrow. At least you could look into my account and see the problem that is causing my issue. I just wish you could have rectified the issue at the same time. but thank you for your kind response. 

[DarrenDev]

Unfortunately I don't have the access or training to change accounts on our ordering or billing systems.  I can help diagnose issues, but I leave it to the experts to make the changes.

[Arnookie]

I have a very similar issue spoken to support almost daily for a month. my accounts kept getting cancelled for some unknown reason. was told to go into my app and add my new broadband account number but i get no options to do this. my account says closed when i access it. but my broadband was fittend on the 20th of may 2024 and all working but i can't use the nowtv app on mobile as it asks me to pay even though it working via the tv box. also now had netflix charge me 10.99 as the netflix shows as being disconnected from my ee account. I'm at a loss with this all. my broadband was delayed 16 days from the initial install date. This has been the worst experience I have had with any service provider.