topic Re: Discovery Plus Activation Issue in TV

Discovery Plus Activation Issue

smc14 — Mon, 07 Apr 2025 11:24:40 GMT

We've been with BT for many years and when renewing contract last month like many we were moved to EE.

As well as Broadband we opted for Discovery Plus Premium.

Tried to activate Discovery Plus after the Broadband went live, wouldn't work but was told to wait for 24 hours after activation. After that time we tried again, same errors! Spent a lot of time last week on live chat and on the phone to them and still it won't activate. We tried through our account on EE website and through this one too https://ee.co.uk/tv/partners/discovery-plus but neither worked.

They say they know there is a fault but have no timescale for it being fixed. Having had a look around these forums this is not a new problem, has been going on for weeks if not months!!! This really isn't acceptable to be signing people up to something they won't be able to activate!

Re: Discovery Plus Activation Issue

Christopher_G — Mon, 07 Apr 2025 13:57:32 GMT

Hi @smc14

I'm sorry to hear that you have an issue with your subscription. You've done the right thing in speaking with our technical support team. They'll be able to escalate it to a team who can look into it further to try and link the accounts and get it working fully.

Hopefully, you hear back from them soon with a fix. Please keep us posted on what happens.

Chris

Re: Discovery Plus Activation Issue

smc14 — Mon, 07 Apr 2025 15:36:13 GMT

@Christopher_G wrote:
Hi @smc14
I'm sorry to hear that you have an issue with your subscription. You've done the right thing in speaking with our technical support team. They'll be able to escalate it to a team who can look into it further to try and link the accounts and get it working fully.
Hopefully, you hear back from them soon with a fix. Please keep us posted on what happens.
Chris

Any idea how long it will take once it has been escalated?

Just seems very poor that this is an ongoing issue that a proper fix has not been found and people are signing up and not getting what they signed up.

Re: Discovery Plus Activation Issue

Peter_W — Mon, 07 Apr 2025 17:49:01 GMT

Hi @smc14.

I can't say for sure here, as it can depend on the fault itself.

If it's a unique fault then we'll aim to investigate this within 5 working days and will give you an incident number so you can quote this when speaking with our team.

Occasionally we receive multiple reports of the same issue and will log these examples as something wider-reaching, and this can sometimes take longer.

Did the Guides you spoke with advise on whether they'll keep you posted with this?
Peter

Re: Discovery Plus Activation Issue

smc14 — Mon, 07 Apr 2025 19:26:17 GMT

@Peter_W wrote:
Hi @smc14.
I can't say for sure here, as it can depend on the fault itself.
If it's a unique fault then we'll aim to investigate this within 5 working days and will give you an incident number so you can quote this when speaking with our team.
Occasionally we receive multiple reports of the same issue and will log these examples as something wider-reaching, and this can sometimes take longer.
Did the Guides you spoke with advise on whether they'll keep you posted with this?
Peter

I wasn't given an incident number and they didn't say they'd keep me posted, just said I should keep trying to activate it each day!

Re: Discovery Plus Activation Issue

Leanne_T — Tue, 08 Apr 2025 08:16:21 GMT

Thanks for coming back to us @smc14

If this does not activate for you in the next couple of days, please get back in touch and the team will check if they can provide an update on this for you.

Leanne.

Re: Discovery Plus Activation Issue

smc14 — Wed, 09 Apr 2025 16:17:13 GMT

@Leanne_T wrote:
Thanks for coming back to us @smc14
If this does not activate for you in the next couple of days, please get back in touch and the team will check if they can provide an update on this for you.
Leanne.

It would be good if you could get an update as we are missing out on the Champions League Football this week.

Re: Discovery Plus Activation Issue

D__ — Wed, 09 Apr 2025 21:44:08 GMT

Mine's the same. Been trying every other day since the 25th March.

Never works.

Re: Discovery Plus Activation Issue

smc14 — Wed, 09 Apr 2025 22:27:14 GMT

@D__ wrote:
Mine's the same. Been trying every other day since the 25th March.
Never works.

Yep been getting messages like that too.

It is so infuriating as no access to TNT Sport until this is sorted. We did have it from BT on Sky but that stopped when we were moved to EE with new contract.

Re: Discovery Plus Activation Issue

smc14 — Thu, 10 Apr 2025 09:46:54 GMT

@Leanne_T wrote:
Thanks for coming back to us @smc14
If this does not activate for you in the next couple of days, please get back in touch and the team will check if they can provide an update on this for you.
Leanne.

Hi there, that's another couple of days gone by and still can't activate, can you please request an update, thanks!

Re: Discovery Plus Activation Issue

Leanne_T — Thu, 10 Apr 2025 11:55:59 GMT

Hi there @smc14

Sorry we have no account access on the community to provide an update, please give us a call and the team will be happy to check this for you 🙂

Leanne.

Re: Discovery Plus Activation Issue

smc14 — Thu, 10 Apr 2025 12:26:52 GMT

@Leanne_T wrote:
Hi there @smc14
Sorry we have no account access on the community to provide an update, please give us a call and the team will be happy to check this for you 🙂
Leanne.

Sorry I misunderstood your previous post and thought you were able to get updates.

Re: Discovery Plus Activation Issue

D__ — Thu, 10 Apr 2025 12:28:49 GMT

Didn't think it was account by account either. Many people seem to be having issues with the activation across the forum not just 1-2 people.

Re: Discovery Plus Activation Issue

Leanne_T — Thu, 10 Apr 2025 12:31:46 GMT

Hi @D__

This would need to be investigated at our end to see why this is not activating for you. If you could call us the team can get everything checked on the account and open a support ticket if needed, which would be sent to the relevant team for further investigations

Thanks very much 🙂

Leanne.

Re: Discovery Plus Activation Issue

smc14 — Thu, 10 Apr 2025 12:41:47 GMT

@D__ wrote:
Didn't think it was account by account either. Many people seem to be having issues with the activation across the forum not just 1-2 people.

Yes it does seem to be a more general issue as opposed to the odd person which is why I am so irritated about it, they are signing people up to something they can't activate.

Re: Discovery Plus Activation Issue

smc14 — Tue, 15 Apr 2025 11:25:57 GMT

@D__ wrote:
Didn't think it was account by account either. Many people seem to be having issues with the activation across the forum not just 1-2 people.

I finally got ours sorted!

Give them a call and ask them to have it looked at further up the chain of the Tech Team, they will then have them contact you, within 48 hours and they will get it sorted! Turned out ours had somehow been activated on the day I organised our new contract, we are unsure how or why this happened but that was what was causing the problem. The lovely lady in Newcastle TMC who called me was great, she got it delinked and relinked for us and then made sure we could access it properly etc....