Existing Disney+ (Standard) subscription - Sky asking me to pay for premium

[srice01uk]

I already have a subscription to standard Disney+ (with ads, paid yearly to Disney directly).  After reading the recent announcement about Disney+ now being included in my Sky Signature subscription I linked my accounts but it now asks me to scan a QR code and pay £9 a month for Disney+ Premium but I do not want Premium however there seems to be no way to cancel this.  I just want to continue with my standard Disney+ subscription (with ads).  Now in my Sky "Manage your Sky TV" screen it says "Complete Activation" and when I start the Disney+ app on my Sky box it asks me to scan the QR code to pay £9 a month for Disney+ Premium...How do I fix this situation?  Will this even work?  Will I get a rebate for the money I have already paid directly to Disney?  What do I need to do?

Thank you.

[Jason-]

Good Morning @srice01uk, thanks for taking the time to get in touch with us here on our Community. It's great to see you're looking to take advantage of Disney+, now that it's included in your Sky package. 

When you activate Disney+ with your existing details then they will be refund what is left your annual plan, within 14 days. You'll be moved onto the same plan you currently have however you can change this to Disney+ standard with ads when activated by signing into your Marketplace on your TV or My Sky app - https://www.sky.com/help/articles/switching-app-subscription-plan#

Let us know how you get on or have any other questions. 

Thanks, Jason-

[srice01uk]

@Jason-  Thank you very much for your reply.  So, I can just ignore the messages about paying £9 a month and "complete activation"?

Steve

[Daniel0210]

@srice01uk 

You need to respond on the private chat that was arranged for you. 

[srice01uk]

@Daniel0210 I am not sure what you mean by the private chat that was arranged for me?  I have no notification in my helpforum "Inbox" nor do I have anything in my notifications of this.  Can you please advise as to how I engage with the private chat?  If you wish feel free to message me directly.

[Daniel0210]

@srice01uk 

Apologies, ignore me, I misread the post. 

[ItWasAllMichele]

Hi @Daniel0210. We’ve sent an invite to chat to @srice01uk.

Please be aware conversations automatically close if there is no response within 48 hours.

[srice01uk]

Thank you.

when I go to "App Subscriptions" it shows Disney+ as "Disney+ Premium" with no option to change this with only a "Buy Disney+" option which asks that I pay £9 a month...

in the "My Sky" option on the tv "Sky Markeplace" the  "Disney+" option shows  "Standard with Ads" as current. 

Why are the options different?

[srice01uk]

This issue is still unresolved. No sign of refund from Disney+ and confusing information about having to pay additional money for premium which I do not want.

[Me134]

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@srice01uk wrote:

This issue is still unresolved. No sign of refund from Disney+ and confusing information about having to pay additional money for premium which I do not want.

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You don't get a refund from Disney until you've completed the switch to Sky. As said above you get transferred to whichever tier you're currently (or previously?) on and you can then downgrade once it's up and running, you'll have whatever tier you're on for the month before it switches.

BTW, I didn't think that Ad supported on Disney was ever available on a yearly saver sub? Right now at least it's either Standard Ad free or the Premium tier only. Standard with Ads is monthly only.

Did you chat with Sky via the bubble at bottom left?

[srice01uk]

An interesting thought. I have checked my yearly subscription and it WAS for the standard (no ads) version though when I first joined Disney+ a few years ago ads/no ads were not options. I don't understand, however, how this would equate to Sky now demanding I pay for premium. Why would I have to sign up for premium (paying the initial fee to do so) then downgrade afterwards? Is there any guarantee I will be able to do this?

As I have indicated, Disney+ is reporting I now have standard with ads, it is only Sky, it seems, that wants the premium fee. I don't understand why this is so complicated: Disney+ Premium is in my shopping cart, so how do I cancel that? I just want the standard with ads option now provided by Sky....

To answer the question: Yes, I did have a chat here with someone from Sky who, before we could complete our conversation before the chat time limit of two days expired, had only suggested I contact Disney+...but it is not Disney+ who is asking me to pay.

Can someone from Sky please help me?

[Me134]

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@srice01uk wrote:

An interesting thought. I have checked my yearly subscription and it WAS for the standard (no ads) version though when I first joined Disney+ a few years ago ads/no ads were not options. I don't understand, however, how this would equate to Sky now demanding I pay for premium. Why would I have to sign up for premium (paying the initial fee to do so) then downgrade afterwards? Is there any guarantee I will be able to do this?

As I have indicated, Disney+ is reporting I now have standard with ads, it is only Sky, it seems, that wants the premium fee. I don't understand why this is so complicated: Disney+ Premium is in my shopping cart, so how do I cancel that? I just want the standard with ads option now provided by Sky....

To answer the question: Yes, I did have a chat here with someone from Sky who, before we could complete our conversation before the chat time limit of two days expired, had only suggested I contact Disney+...but it is not Disney+ who is asking me to pay.

Can someone from Sky please help me?

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So you were on an annual Standard (no Ads) directly with Disney but you also say you're now on Standard (with Ads monthly) according to Disney? Have you downgraded directly via Disney? If so, you'd have to wait until the first sub has actually changed over (and probably give it a few days to make sure everything is updated).

If however by "Disney+ is reporting I now have standard with ads" you are referring to your Sky account then that is Sky, not Disney, stating that. Sky don't know the details of your existing Disney account until you activate it, at the present it's just indicating you have the option of the Standard with Ads, but that would also still need activating.

I wonder if (some) people with an annual Disney sub are being passed to Sky as Premium tier when they're actually Ad free Standard annual (or Sky's end is doing that, who knows).

I see you having 3 options:-

1. Cancel your existing annual plan with Disney (do they do partial refunds?) and use different details to activate the Sky with Ads free option

2. Bite the bullet and move the existing Disney over to Premium, pay the £9 and then downgrade.

3. Keep the existing Disney annual sub (downgrade with them if needed) but use the Smart TV App if it exists.

[srice01uk]

Disney+ itself is reporting that I have standard with ads. I did not change it manually, I just followed the link from Sky to convert over to having the subscription handled by Sky however near the end it now asks me to upgrade to premium (Sky shows Disney+ as premium but incomplete). So it looks like the conversion is at least partially done.

[srice01uk · Accepted solution]

For everyone who is listening and if it helps for others in the same situation...

I gave up on Sky and talked to Disney+ support who managed to figure this out.  It turns out that I have been with Disney+ for some years (before, it seems, they had Standard and Premium packages) so I had been upgraded to premium at some point which meant that Sky could only offer me the same package.  The solution from Disney+ is to upgrade, temporarily, to premium which (instantaneously) pauses my Disney+ subscription then wait for the refund from Disney+ then immediately downgrade, in Sky, to "Disney+ Standard with Ads".  I have now started this process. 

So, it means I have to pay £9 for the month but I get a refund of the rest of the year for my annual subscription (which is much more than that).