Discovery Plus Activation Issue

[smc14]

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! 

[Christopher_G]

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

[smc14]

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@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

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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.

[Peter_W]

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

[smc14]

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@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

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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!

[Leanne_T]

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.

[smc14]

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@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.

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

[D__]

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

Never works.

 

 

[smc14]

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@D__ wrote:

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

Never works.

 

 

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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.

[smc14]

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@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.

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