VodaFone Entertainment Pack won't renew

[SteveWilliams19]

So People seem to be having issues after renewing Youtube premium services after either a free trial ends or their old contract ends. This is an issue with how Vodafone handles the payment methods to Youtube I have found that its locked in my google account that I used to sign into Youtube with and cannot be removed or cancelled this is the issue with renewals and impossible for the end user to fix. Vodafone needs to resolve this issue as I cannot even purchace Youtube premium at all even with my own payment method as it will loop you back to Vodafones login details or throws back and error message

[Remi]

Hey @SteveWilliams19, thanks for contacting us. As we can't access account information via this forum, can you reach out to our Social Media team about your You tube Premium query and they'll be happy to look into this further. You can make contact with them here. 

[00Mrwilson00]

Hi, i have been having the same issue for 2 months now and still not sorted through your Social media team. Nothings changed

[jimborae]

Have Vodafone managed to resolve this issue for you as I am experiencing exactly the same issue and reaching out via the suggested Social Media team is getting me nowhere? It's extremely frustrating, in fact even more frustrating than having to watch YouTube filled full of adds!

[boofla]

This is an annual problem for me. This year just seems to be harder. Vodafone and YouTube really don’t appear to have their integration stuff together.

I’ve called both support groups at Voda and YouTube. The Voda folks told me to call YouTube, who told me to call Voda. I finished with a nice lady at Voda who said she’d escalate it and call me back in a week to “check in and see how the backend team are doing”. That’s an insane level of incompetence if it really takes Voda a week to ponder how they might address this.

I can’t blame the call center people, so I won’t. But the fact that this happens year after year, tells me that next time I’m going to EE.

[00Mrwilson00]

Hi, are you still having this issue. I have been having the same issue for 2 months and still not sorted. 

[Andy]

@00Mrwilson00 I am sorry that this is yet to be resolved for yourself. So we can review your account and make sure this has been escalated, could you please reach out to the social team again, and we will work to get this resolved as quickly as we can.

[boofla]

I finally got this fixed. It had to be escalated to the "back office" team, b/c customer support couldn't fix it.

Summary: it's not a problem YouTube can fix (they will trenchantly insist they're powerless to fix it, despite ... err .. owning the service). It MUST be fixed by Vodafone, and within Voda, only the "back office" team can fix it. Once they do fix it, you'll get a text with a link to select your entertainment package options, and - finally - it will work without complaining. It won't actually say anything tho after you select youtube and go through the steps. It'll just silently flip over to a functional state.

Hope you have success. Took me a week and I had to call customer service A LOT (ie pester them).

[00Mrwilson00]

Thx, I have just deleted all cache and cookies and all working. Only taken 2 months and no one at vodafone told me too do this

[boofla]

PS. Next year I'm flipping to EE. The customer experience with Voda was less than awesome.