Cant activate youtube premium

[ddddddd]

'It looks like you have an active YouTube subscription.' message popping up. Cancelled my original subscription and it expired  16th of september, but message still keep popping up. 

[repask]

Hi @Janey 

I don't want the 2 free months of YouTube Premium subscription. I simply want to add it to my Vodafone bill again, like I used to have before Vodafone upgraded my plan and cancelled all my subscriptions.

Since then, I have added Netflix, Amazon Prime, and Spotify again without issues. It's only when I try to add a YouTube Premium subscription that the Vodafone website errors out. It tells me I can add YouTube Premium without the 2 free months, but then it fails.

This seems to be a pretty obvious bug on the website, but every reply I'm getting back from the team is:

1) I can't signup again for Youtube Premium through Vodafone because I already had it before. -- The website says the exact opposite and allows me to add YouTube Premium without the 2 months free, but then it crashes when I try it.

2) I need to speak to YouTube support because it's their issue. -- I already spoke to Youtube support, and they confirmed that the error happens on the Vodafone website, and it needs to be raised with Vodafone web development to fix the bug.

3) That I already have an active YouTube subscription, which is why it's failing. -- I can confirm I don't have an active YouTube subscription. I spoke with Youtube support who confirmed that my subscription is no longer active as it was cancelled by Vodafone when my plan was upgraded

4) That I need to use 4G with a special SMS link to try to activate the Youtube Premium subscription. -- I tried WIFI, 4G, 5G, 3 different PCs and browsers, and my mobile phone browser, and they all ended up with the same error saying, "Oops! Technical Error. Please try again or reload the page". 

5) That I need to clear all my cookies and cache and tried different browsers. -- I tried WIFI, 4G, 5G, 3 different PCs and browsers, and my mobile phone browser, and they all ended up with the same error saying, "Oops! Technical Error. Please try again or reload the page.

The problem is that Vodafone support nor your colleagues are willing to look into it anymore. I'm getting one of the above replies from a different team member every time, constantly going in a loop. 

All I want is for my Youtube Premium Subscription to be added back to my Vodafone Plan billing as it was before the plan was upgraded. For some reason I have all this trouble to get it back.

The Vodafone website clearly states Youtube Premium can be added without the 2 months free, so why does it error out when I try to do it? Moreover, why does Vodafone not accept it as a website bug that needs to be resolved?

I really appreciate your help with this because no one else seems to be offering anything to resolve it.

Thank you,

Patrik

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[Effie]

As Janey advised @repask we won't be able to help with this on this platform so you would need to go back to the Social Media Teams to have this investigated further. They will be able to look into how you can charge your YouTube Premium service to your bills. 

[repask]

Hi, @Effie, I spoke to the social media team, and they were able to replicate the same issue with the website when adding YouTube Premium to their Google account that previously had the promotion. The website team is saying it's not an issue, so currently, it's in limbo.

Conor from the social team was great! He was willing to test and understand what was happening based on my experience. The Vodafone website threw the same error and failed to add YouTube Premium to his bill as well. Strangely, when he kept trying it again and again, it somehow went through even when the website showed an error, but YouTube Premium was, in the end, reactivated on his Google account. Unfortunately, I have been trying for the last 2 months, and it still fails with an error, and nothing else happens.

I was told he'll do his best to raise this again with the website team to see if they accept it as a bug, but it might take a long time before he gets anything back. Still, it's much appreciated that I finally got through to a person who was willing to go the extra mile and look into the issue in depth.

Thank you,

Patrik

[Zeus65]

I'm having the exact same issue.. I'll try contact customer support in business hours.

So had a two-year contract with inclusive entertainments. I upgraded to new phone and new contract and trying to use same entertainment for YouTube premium and it varies saying I already have an active account or the same you can't get free trials again

This is most frustrating.

[Beth]

Hi @Zeus65! Please reach out to the Social Media team here and we'll be able to review your account in more detail so we can get to the bottom of it for you 🙂

[Samson24]

Hi, did you ever get this sorted?

I have exactly the same issue and been without YouTube Premium for weeks.

[Tal]

Hey @Samson24, I'm sorry to hear you have been without YouTube Premium for a few weeks now, please get in touch with us here, so we can help get it working for you.

[Samson24]

Hi Tal, thanks for getting back to me on this. Jade in your social media team is currently helping me with this and has been a great help but she said it is now in the hands of the Entertainment Team and it's now sitting with a 5 day wait for them to get back to Jade.

[Tal]

@Samson24 Thank you for updating me. That is good to hear as now we know the the Entertainment Team are working on it and Jade will get back to you with an update as soon as we have one form the team. If you need anything else in the meantime,  Just drop us a message in the same chat with Jade and we will be more than happy to help.

[repask]

Unfortunately not, I'm still waiting to hear back from the Social Media team that raised this issue with the Website development team to see if they accept it as a bug. Initially they said this is not an issue and didn't even want to look into it. Only after perseverance from Conor in their social media team and proving the issue by testing it himself, he said he will raise this again with the website development team to see if they consider looking into it as a bug.

So far I didn't hear anything back whether they accepted it or not. I was told it might take a long time to get any movement if they accept it as a bug at all.

I've been without YouTube Premium for 4 months as a result of my Vodafone Monthly plan upgrade!