Subscribed to TNT Sports. Can't acivate Discoveryplus Premium

[WilliamBoyd]

I can't find an appropiate board. 

I subscribed to TNT Sports but can't activate the Discoveryplus Premium app that comes with it. MySky tells me the Basic app has been cancelled and has replaced it with DiscoveryPlus Premium but nevertheless when I try to watch a sprts proram I get the message "Upgrade your pass using your mobile phone or desktop browser, then select 'Retry' to start watching." I don't have a smart phone I can scan with, so I use my browser acvivating at discoveryplus.com/link. When I do this it tells me I'm all set, yet when I rett=urn to the app it still won't let me watch sports programmes. 

Discoveryplus Help tell me they can't help because they don't access my Sky subscription.

Can anyone help? I really would appreciate help. Surely I can't be alone with this problem?

If I can't fix this I'll keep TNT Sports through the French Open and the Tour de France. If I find I can live without the app I'll keep TNT Sports. Otherwise I'll cancel TNT Sports and directly subscribe to Discovery Plus.

[Tom-W19]

Hi @WilliamBoyd 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[WilliamBoyd]

Thanks Tom. I chatted with you and you were able to ascertain that the problem is with my Primary ID email which is an old one and not the one I sign in to Discovery+. But when I tried to change it on-line it wouldn't let me. I need to speak to a Sky agent to do that. But I'm elderly and extremely deaf. I doubt I can manage that. In the end I shall probably abandon the attempt to get Discovery+ Premium. I shall keep TNT Sports for the French Open and Tour de France and see if I can live without Discovery+. If not I shall cancel TNT Sports and opoen an Discovewry+ account directly with them.

[WilliamBoyd]

OK. I just can't do it. I give up. Hopeless.

[caesarome]

@WilliamBoyd 

It might be worth getting yourself registered with Sky's accessibility program as there will be extra contact options for you once you have done this:

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

[WilliamBoyd]

Thanks, caesarome. If I have problems I'll try that.

[WilliamBoyd]

I have contacted Discovery+ Support and they sent me instructions which still didn't work.

Ihave changed my Discovery+ email to agree with my Sky Primary email, but still can't get it to work.

This was my reply to Discovery+:

"Hi [redacted],

Thank you for your response.

These steps don't work for me. I am doing precisely what you tell me to do and it doesn't work.

I have done one thing and that is to change the email address of my Discovery+ account to [redacted]. This now agrees with my Sky TV Primary Email.

However I still can't link my account. When I open my Sky TV app and try to watch  a sports program I get a page with a QR code I can't scan as I don't have a smart phone. In the right hand part of the screen it says "Upgrade your pass using your mobile phone or desktop browser. then select 'Retry' to start watching", but it gives no indication exactly how to do that. I have tried reactivating the account, signing in by email and opening in my browser. Nothing works.

Will you please give me explicit instructions what to do in this case.

If it help this is what Sky Support told me:

You can't change what your Primary Sky ID is online William, you can only change/update the correspondence address for your account online.
To change the Primary Sky ID for your Sky account you will need to call and ask an agent to unlink your account first. But again, this won't change anything for your Discovery+ account as you will still need to login using whatever email address you used to create the Discovery+ account with.
To update the login details for your Discovery+ account you will need to login on their website and then update the login email address from there.


If you are wanting to update the email address used for your Discovery+ premium account then you will need to contact Discovery+ Support.
If you are wanting to change your Primary Sky ID for your Sky account then you will need to call Sky Customer Services and ask them to unlink your Sky account.
You can find the contact options for Sky on the following link - https://www.sky.com/help/home.
Click on "need more help?" at the bottom of the page and it will provide you with the contact options for Sky Customer Service.

If it helps MySky tells me I have Discovery+ Premium and my Discovery+ Basic was ended 28 Feb 2025, presumably when I subscribed to TNT Sports. The problem is I can't activate the Premium account.

To repeat I have changed the email of my Discovery+ account to [redacted].

I have spent hours trying to do this. I don't understand what is going on. Please help me.

Cordially

William Boyd

[WilliamBoyd]

I downloaded the Relay UK app (a BT product) which I didn't know of and allows you to text your phone calls. However you need to link the app to your phone numbers and it failed to link on both my mobile and land line. You do have the option to try later and of course I'll try that in due course. But something tells me it's not going to work. Call it instinct. One thing for certain: I will never ever buy a BT pnone again. Not ever. The one I got a few years back lost its leave a message facility a couple of years back(it was in any case virtually inaudible in my case even on max volume setting) and now allows only about 4 miniutes call time before needing a recharge. Useless.

[WilliamBoyd]

I have sent Discovery+ all the information they asked for: a screen shot of the error I get when I try to activate Discovery+ (it says it's already linked), my 12 figure Sky ID, the emails I use, and a screenshot of  my MySky page showing my products including Discovery+ Premium.

Their only response so far just now is to ask for more infomation about my emails.

Anyone care to theorize what's going on? Anyone else having/had a similar experience?

William

[WilliamBoyd]

Still no response from Discovery+.

I have tweeted Sky Help Desk at Twitter https://x.com/WilliamReidBoyd/status/1897360013326475757. I will keep the forum up to date. Thank you to all reading and helping.

[WilliamBoyd]

And still no reply. I went to my discoveryplus account on my desktop and deleted all devices and then signed up again. It didn't help. When I tried to access disvoveryplus again using the red button on a TNT Sports page on Sky it directed me to activate at discoveryplus.com/link but that didn't subsequentlt let me in.

I'll email discoveryplus.com support again this evening and ask them why this hasn't been fixed and keep the forum posted. 

Once again I thank all following this. If anyone looking in know defintely what the problem is and how to fix it I would really appreciate hearing from them.

Thank you.

[WilliamBoyd]

Well after emailing again I finally heard back from Dicovery+ and they have fixed it, or at least for a month from what I can make out.

"Hi William,

Thank you for your response.

I was able to create the 1 months TNT subscription on your discovery+ account [redacted] so you can enjoy streaming discovery+ content.

Furthermore, once we receive an update on this I will quickly reach out with an update, requesting you to allow us sometime.

Have a great day!

I hope you find this helpful. Please contact us anytime or reply to this email if you need further assistance.

Thanks,

[redacted]
discovery+ Customer Advocate"

The fix does work. I can now access  red button discovery+ premium content (including sports) on my Sky TNT channels and I've also been able to activate my Samsung TV app as well.

I don't follow the "1 months TNT subscription" the Customer Advocate mentions. I do hope that doesn't mean I'm going to have to repeat this every month! If I may I'll keep this post open until I can clarify that.

Once again I'd like to say how grateful I am to all who followed and contributed here. Thank you so much.

William

[WilliamBoyd]

@caesarome I got Relay UK working after switching off my Proton VPN Netguard (I need this because my desktop is a few years old and can no longer cope with advertisements even using an adblocker, slowing to the point it's virtually unusable: Netguard fixes that completely). I did test it and it's great. One thing it's not computer generated speech to text. Rather a receptionist sits in typing everything, so nothing private. Mine was exceptionally pleasant. I do wonder how it will fare with telephone queues. I suspect the receptionist won't be happy to sit through the minutes it sometimes take to get in.

Thanks so much for the tip. Really useful.

William

[WilliamBoyd]

I've heard back from Discovery+ about my "one monthe subscription" query I mentioned in my last post. Essentially they confirm there is an issue with their systems they are trying to correct. I should imagine it arises when the discovery+ and the Sky Primary Email don't match, as was the case for me, but that's just surmise.

"Hi William,

Thank you for your response.

As I have created the 1 months subscription so you can continue streaming discovery+.

There is an issue were our discovery+ customer are have the same issue and our team is working on it.

Highly appreciated your patience in this matter.

I hope you find this helpful. Please contact us anytime or reply to this email if you need further assistance.

Thanks,

[redacted]
discovery+ Customer Advocate"

It strikes me as a fairly silly situation. I've had Sky TV for around 12 years or so, but my Discovery+ account for just a few years. In between I changed my broadband provider and of course the emails differ. 

I suggest one of the super users here tip off the Sky development team about the situation.

Again, I'll keep this thread open until it's completely resolved.

William