Youtube premium on my plan but not working

[PGphone]

Last ditch attempt at getting an answer about my plan. Online chat not working. Phone service is automated only. Local vodafone shop not answering the phone. No reply to my tweet. 

I thought I had Youtube premium included with my plan - it says I do on my dashboard and I know I asked to keep it when setting up a new plan in the vodafone shop in Spetember. 

Youtube logged me off premium a couple of days ago and I can't figure out why. And I can't access any help from Vodafone. 

Can anyone tell me how to get some help with this issue please? 

[BandOfBrothers]

Hi @PGphone 

If YouTube Premium is showing as an option in your myvodafone then I think this is going to need account access.

Ringing customer services via 191 goes to an ivr system where you can then go through the options, and then get through to an agent.

If Live Chat isn't working then please try another device to access the service or clear your browser cookies and data along with browsing history, with allowing pop ups and try again. This sometimes works. Also leave the chat window open to allow an agent to join when they become available. 

The Vodafone Social Media Team's via Twitter DM or Facebook Messenger will get to your message and reply ASAP.

I wasn't aware Vodafone Highstreet Stores fielded incoming calls from customers.

Some Vodafone help pages > How-do-I-add-YouTube-Premium-to-my-account  and How-do-I-get-and-activate-my-Entertainment-pack. 

This is a similar thread to yours > Pay-monthly/YouTube-Premium-Expired-after-1-month-and-NOW-LOCKED-OUT. 

I wish you all the best with this. 

[Askoir]

I have exactly the same issue & like others have been bounced around & told to try things that I have tried before & not worked numerous times. 

Cannot see why this is so difficult to resolve!

[Gemma]

@Askoir - I'm sorry you've been passed around so many times and the tests you've already done, haven't resolved YouTube working. My team can look at what's happening and help to get it resolved. Please come and chat to us through Social Media. 

[ahopper12]

I have been having the same issue for nearly a year now, just renewed the contract as hoped that may make a difference but it hasn't.  Been sent the same link so many times, but no one in support ever listens and offers a different solution.  Is there anyone at Vodafone who can help before I decide to cancel my plan as I am not getting what I signed up for and am paying for.

[mozork1]

is your registered address different? I believe even if your part of a family plan but your address is different, it won't work, you'll just get "inactive membership". I don't know how to 'fix' it though. I'm trying to figure out mysefl lol

[Cynric]

@mozork1  You have the same issue? How did you manage that as you're on TalkTalk?

[Askoir]

Finally got it sorted via support on the Vodadone main site. Used the chat bot then got through to an agent who said he would sort. I was like "I have been here before so many times, just want it escalated". He said to hold then got me to try again & it worked. They need to have acess to your billing acccount to resolve i beleive