Hello there! Thank you so much for describing your experience as detailed as possible. Allow me to assist further with everything you will need in regards to troubleshooting entertainment subscription problems and resolving it.
Let’s break this into two pieces, so first of all on the new contract that you have taken out you have an entertainment pack included, right?
Next thing, you need to make sure that you have low subscription for your Spotify premium if there is any ongoing subscription for the Spotify premium to make sure that it’s canceled
Next is to head to offers.Vodafone.com and choose United Kingdom, put in your number and choose Spotify premium once again.
Now the tricky part is to make sure that underneath ‘Spotify Premium,’ there is the word ‘included’ and anything else means that the entertainment pack needs to be removed and re-added through a certain system from the contact center’s end (191) or the webchat team. If you still proceed without making sure the word ‘included’ is there, you may be charged externally outside your plan. Once you contact Vodafone and they sort out refreshing your entertainment pack, you can then go through the same process again and you’re ready to go.
There is a scenario where you might find yourself still on the free version of Spotify. In this case, you need yo go back to your entertainment account through offers.vodafone.com and go to ‘your subscriptions’ tab and make sure you have Spotify premium active and that it’s not instructing you to ‘continue activation’ and if it does, then you’ll proceed with continue activation.
Whether you are continuing activation or activating it from scratch, you need to make sure that after you click ‘activate,’ you should be redirected to your Spotify account and you need to log in from there. And that’s when you’ll find yourself on premium. If you don’t get redirected or if you close the page before logging into Spotify after Vodafone redirects you there, the subscription won’t be completed. Hence please make sure you do this process.
In case you may come into errors throughout the process or you don’t get redirected in the first place when you click on ‘activate’ then some options you may need to make sure you do is:
1) Using your mobile data NOT wifi
2) Trying different browser (Firefox, chrome…etc.)
3) Trying doing it from a computer or laptop
4) Trying clearing cache and cookies off your phone
In case errors like ‘oops we’re sending you back to the home page’ or any types of errors like this come across, then you need to call the contact center (the webchat won’t work) and you need to be put through the technical department because departments like consumer care or billing won’t have access to the special technical escalation and these other departments may go through the same process again mentioned above, which isn’t something new and time-consuming, but the technical department will do some sort of escalation that will require 3-5 working days (let’s give it a week), and you’re ready to go and re-do the process. Make sure to get a reference number to the escalation for your own reference. If you want, you can provide consent and ask any advisor to do the process for you where they will access the entertainment account through offers.vodafone.com on your behalf and put you on the right plan and send you the redirection like that starts with Spotify.com through a text message and you’ll copy that link and paste it into any browser and log in through it.
Another thing you may face is that you may have subscribed successfully into Spotify premium, but sad story is not being able to use the premium version from the app. In this case, all you need to do is to make sure your Spotify is updated to the newest version, log out and log in again from the app itself, and/or reset the password. There isn’t anything more that you may need as these are enough to fix these issues.
There should be no other possible problems that you may come across; and the resolutions provided won’t be more than what is given.
Good luck and please stay safe!
Hopefully this helps!
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