Paramount Plus

[ChazN]

That's not the answer to the issue people are having though Chloe. Paramount+ Premium is stuck at "renewal in progress", there is no way to downgrade back to the Basic tier, no way to remove Paramount+ entirely, and no way to log in as the Paramount+ app recognises that you have an account with the email tied to your Sky account, but says you have no active subscription, despite Sky saying you do, but it is stuck at "renewal in progress". Paramount blame Sky, Sky blame Paramount, and all the while the customer loses out. 

This is incredibly frustrating and it is misleading to say that the issue has been resolved when those steps do not address the issue at all. 

[Ron_Lo]

OK, I'll keep this simple, as we share a problem.  I suddenly couldn't sign-in as failed with "you have no account".  Well, I do - just that my card details changed and Sky Marketplace had allowed me to build up "debt" of £36 for Paramount+ Premium. Even better, as a result, my Paramount+ basic was then cancelled, despite my being a Sky Cinema customer. So far, so bad.  After some (lengthy) chats, it was decided to cancel and then renew my Sky Cinema. Right - progress was made and my Paramount+ account was recognised. However, after seeming progress - including a "Welcome Back !" screen, it all ground to a halt with the dreaded "UH OH" screen.  

Basically, it looks like nothing is going to happen until you have cleared your Sky Marketplace debit. Sounds simple. Unfortunately Sky don't seem to understand how this can be done.  Shame really, as it's SKY Marketplace. Doh !!"!  

[ChazN]

Cleared the Sky Marketplace "debt" a month ago, still no closer to a solution. Except now my Paramount+ menu is in German. Again, a known problem that plenty of others have reported but Sky seem to have no clue about. All I've been offered so far is to cancel Sky Cinema and then add it again and cross your fingers that solves the problem, but Sky confirmed that would tie me in to a new contract for Sky Cinema, which I don't want to do. So the only even vague hint at a solution I've been offered involves me signing up to a longer term with Sky to fix a problem that Sky have created. 

[MetAlbert+R]

@ChazN How did you clear the Sky Marketplace debt?

[MetAlbert+R]

 I've also built up a debt since June, after my first card payment of £6 was successfully taken.

I didn't realise payments were failing, as there was no contact from Sky, and the Premium upgrade was working fine until the end of January.

The weird bit is that my card details didn't change until October, but even payments with the old card details I had given to Sky failed in July, August and September.

The app payment system seems to be inherently broken, which is not a good look for Sky, but the staggering incompetence of Sky and Paramount to solve this linking issue is even worse.

[MetAlbert+R]

@Ron_Lo I too have built up a debt since June.

My first payment was taken OK in June, but July, August and September payments failed with the same card details (card details then changed in October).  The payment system seems to have inherent issues, as even a valid card does not work.

Not once have Sky contacted me to say there were problems collecting payments, so I was unaware until Paramount+ stopped working at the end of January.

[ChazN]

I phoned them up and paid over the phone. No idea why it failed in the first place as my card was still valid. It hasn't done me any good though as I still can't access Paramount+ and nobody from Sky seems to care. 

[Bilmister]

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@DMur wrote:

Up until this morning, Paramount Plus has been linked to my account via my Sky cinema subsciption. As of today, when I attempt to start the app I get an 'Uh-Oh' error, stating that they are working on fixing it. Also tried to reactivate the link through Sky myshop, but when accessing the activiation page, it states that page not found or has been removed. Is anyone else having issues with Paramoutn Plus?

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Go on to the sky my app , if the circles are all unticked on paramount, recheck it again 

that's what i did ! Now it's all working 

I had to reactivate 

[MetAlbert+R]

@ChazN It seems somebody didn't setup the monthly payment system correctly for Paramount+.

Sky/Paramount must be missing hundreds of thousands or even millions in failed payments.

It boggles the mind how incompetant this all is.

[TomJay1979]

I simply cannot believe that so many people are having this happen to their accounts and Sky don't seem to help. Paid off my 'debt' and nope still doesn't work

[ChazN]

Quite. And then Chloe-W22, a Sky Community Manager, has the audacity to mark this thread as answered when that couldn't be further from the truth. They know it's an issue that's affecting a huge number of customers and they frankly just don't care. The only thing they'll understand is people voting with their feet. 

[Jenxxxxx]

I don't know it's that they 'don't care' - I do think it's a case of the left hand not knowing what the right hand's doing. 

Incredibly frustrating though I know. 

[CSH123456]

It got working for me when I rang them to downgrade from the no ads one which took a day or so, couldnt do it online, I still couldnt log in so left it as I was using the Amazon Paramount on offer. A few days later I got a link texted to me from Sky saying I hadnt actived the free Paramount+. Link sent me to Paramount webpage to login and after that it was all ok, logged into the Sky app fine.  I am not upgrading again as I also had the same bother with failed payments, eventually managed to pay the outstanding £12 over the phone, not going through that palaver again.    I am still using the Amazon one as I got it for £2.40 a month for no ads for 3 months, after that I will just use the free version from Sky unless Amazon give me another offer.

[Southernlake]

I spent an hour on the phone yesterday and spoke to 8(!) different people all with various versions of "we can't help you with that". I finally got through to a sky (rather than outsourced) call centre and a very nice lady who said she would fix it. She said it would take up to 24 hours and then it should be bakc to normal. 48 hours later and still exactly the same problem. So, I wasted an hour of my life yesterday and now have to repeat the whole process again from scratch. It really is the most appalling customer service. I can't wait until my contract ends.

[ChazN]

I have finally managed to resolve it. The online chat was worse than useless, just going round and round in circles. I called Sky on Friday on O333 2O2 2135 and got put through about three different teams until someone knew exactly what I was talking about and confirmed it was a widespread issue. She said the Premium would be removed within 72 hours and the subscription would revert to basic with ads. Interestingly, she also advised against resubscribing to Premium as there was no guartentee this wouldn't happen again. Lo and behold, 72 hours passed and nothing happened, so I called again. After only being redirected once this time, the agent attempted to remove the subscription but couldn't do so, said she would raise a CRF and be in touch regarding the outcome. Anyway, about 6 hours later, I logged on to see if there was any change and my subscription had reverted back to basic with ads, and I could log in and view programs again as normal. 

Pleased it's finally come to a resolution but certainly won't be subscribing to premium again. Goodness only knows what's going to happen with the newly launched Disney+ integration.