This topic

BT/EETV APP

Bigron58 — Wed, 03 Jul 2024 18:28:18 GMT

I hope this is in the correct forum. Apologies if not.

I have a new Pro Box with a new subscription. Thr reason I took the box is the subscription is cheaper with TNT Sport, than just paying for a standalone Sport package.

I've installed the EETV APP, paired it with the box, logged into the app but, I keep getting the following message on the app:

'Can't find an active TV subscription on this account'.

The same appears with the Discovery + app, which was working perfectly before a change/update of contract.

Desperate help required please? 🙏

Re: BT/EETV APP

Anonymous — Wed, 03 Jul 2024 18:35:26 GMT

@Bigron58 hi your subscription may not be live yet, I believe it takes a couple of days before it goes live.. The box arrives before subscription starts, I maybe wrong, but someone on these forums can assist you in this matter..

Re: BT/EETV APP

Bigron58 — Wed, 03 Jul 2024 20:45:04 GMT

Hi and thanks for your reply.

My subscription went live today and I can view TNT Sports plus Eurosport on the Pro Box which I set up today.

It's the EETV APP where I can't view the sports channels.

I was told by BT customer service it would go live at the same time.

Just to add, I'm a BT Broadband customer. My mobile is now EE after renting my contract.

Re: BT/EETV APP

Anonymous — Thu, 04 Jul 2024 07:53:54 GMT

@Bigron58 To log in to EETV app use your BT broadband account log in details not your EE phone log in details

I am with BT Broadband and BT for my TV subscription, that's what I use...

Re: BT/EETV APP

naylor2006 — Thu, 04 Jul 2024 07:54:15 GMT

Firstly, thanks for pointing out I can watch TNT Sports on the app, I never knew that.

It might be that the order isnt quite complete, you can see the status of things like this in your My BT. The subscription TV that is delivered to the box is a separate technology, it is piped to you. Viewing these channels on the EETV app or Discovery Plus app will I assume be governed more by your specific credentials relating to Discovery Plus and the linking of which, or at least that side of things, its conceivable that this part is help up somewhere given its a different technology/service.

It might be something that @DarrenDev can answer specifically.

Re: BT/EETV APP

naylor2006 — Thu, 04 Jul 2024 08:00:17 GMT

This would make sense and support my theory its credentials on the Discovery side of things not linked up with EETV, problem is he said his Discovery Plus app worked fine before the switch, I assume he is still using his existing credentials there.

Before I joined BT and EETV I had NowTV and Discovery Plus separately with separate credentials, these accounts were just hijacked by BT and now managed by them when I signed up for Big Sport, my existing credentials remained with those accounts and still work, it just says, 'Managed by BT' or something in my account with Now and Discovery.

Theory is, if Discovery Plus has stopped working for this guy then I assume its related to that process of BT taking ownership of the accounts which is separate to them punting the Multicast TV service.

I am guessing though.

Re: BT/EETV APP

DarrenDev — Thu, 04 Jul 2024 08:24:14 GMT

It appears that you had issues with your order @Bigron58 - as a result of this, your old account was ceased, and a new account was created. This is why your BT ID doesn't work in the app, and why your discovery+ subscription ended.

You need to add the new account number to your BT ID, with the Account Holder role - see the following article for guidance:

https://www.bt.com/help/tv/fix-a-problem/bt-tv-app/general/problems-logging-in-to-the-bt-tv-app-and-online-player

Once this is done, you'll then see a link in MyBT to activate your discovery+ again - when it takes you to the discovery+ site, be sure to use the "Sign in" button in the top right corner to pair your new subscription with your existing account.

Re: BT/EETV APP

DarrenDev — Thu, 04 Jul 2024 08:28:38 GMT

Additional clarifications:
Activation in the apps usually occurs within a few minutes of the order - you don't need to wait for your box to arrive. This is true for EE TV, Now TV, discovery+, Netflix - subject to subscription.
Activation on the TV Box will only occur on the agreed activation date - this is when your subscriptions are paired with your broadband line, causing all channels and some apps to just start working and already know who you are. If the box arrives early, it won't work fully until the service is activated - it's best to not even plug it in, as you'll get a better experience if everything is ready at the time of install.

Re: BT/EETV APP

Bigron58 — Thu, 04 Jul 2024 10:42:38 GMT

Hi Darren,

Thank you very much for your help. I've managed to add the new account and the EETV APP is now working 👏😊

Onto the Discovery+ app.

I go into Account and change my login email address.

I input my new email login I'm using for EETV APP.

It then says 'Check Tour Inbox' to verify your new email address to my existing email.

I go into my existing email but there is no email sent to verify. I have tried this 4 times now, but still nothing.

I am totally at a lose here, as I cannot move onto the next step with Discovery +

Once again I call for your invaluable help please 🙏

Re: BT/EETV APP

DarrenDev — Thu, 04 Jul 2024 11:02:13 GMT

You don't need to change anything in your existing discovery+ account.

Instead, go to www.bt.com/mybt and log in with your BT account - i.e. the one you're now able to log into the EE TV app with.

You should see a tile to activate discovery+ - select it.

When you're taken to the discovery+ site, you have 2 options:

If you already had a discovery+ account with the email address you now want to use for it, use the "Sign in" button in the top right corner and sign in with your existing discovery+ credentials. This will pair your subscription to this account.

If you now want discovery+ to be on an email address that you haven't used on discovery+ previously, then fill in the form you see. This will create a new account and pair your subscription with it.

Re: BT/EETV APP

Bigron58 — Thu, 04 Jul 2024 12:37:25 GMT

Hi Darren,

Thank you so very much again for your invaluable help.

You explanation and instructions were easy to follow.

I just don't understand why it's not made this easy on the BT website.

I have other outstanding issues not related to Pro Box, EETV & Discovery + apps, which have been ongoing since 30th April, but I'll not go into them with you just now as I'll be here forever trying to explain with the amount of calls I've made...

Thank you very much once more Darren 😊👏👏

Re: BT/EETV APP

DarrenDev — Thu, 04 Jul 2024 14:39:18 GMT

No problem @Bigron58 - glad to help.
You're welcome to email me at tv.apps@ee.co.uk with any other outstanding issues you still have. I'll help with anything I can, and try to find someone for anything I can't.