Upgraded to TNT Sport but Discovery+ app only showing basic package

[AnnieG1602]

I initially raised a complaint in the app - I had to really drill down to establish how to do this, but they did respond, though

I eventually got fed up with their response, hence emailing Sky to say I was referring the matter to the Ombudsman. That thread remains open but I'm not really optimistic that the matter will be resolved. Good luck

[TFTW]

I've got the same issue - anyone got an email address that works? Is it better to try Discovery or Sky to rectify i? Just seems like a bit of a con

[Helen2011]

Discovery can't resolve the issue.  The problem is that when you upgrade to TNT Sports, the Sky software should generate a message to Discovery telling them that you have TNT and should be upgraded to Discovery Premium - this then generates an email to you from Discovery confirming you have access to Premium.  It's this part of the process that isn't working - and Sky freely admit this is an issue that they don't seem able to resolve.  I'm now with the Customer Priority Team who handle top tier complaints.  They keep trying various tweaks, but until their interface works to tell Discovery that I have TNT Sport, this matter will not get resolved.  If you don't get the email from Discovery, you won't have Premium.

[Markyboy2]

Having seen your reply Helen I now feel very very lucky that my fix worked 6 months ago (removing TNT Sports from my sky bundle for 24 hours and then adding it back again 24 hours later, thereby flicking my discovery+ sub from standard to premium). Good luck to all other poor unfortunate sky customers who are going through this nightmare at the moment. 

[Nic116]

Mine has been resolved. Did a live chat with Discovery Plus yesterday evening and now have access to Discovery Plus Premium. Very happy 

[Helen2011]

After nearly 4 months I'm pleased to say that the issue has been sorted.  There were many account issues which over time were sorted by various Sky advisors.  Two earlier conversations with Discovery Plus had also failed to resolve the issue.  This time, whilst speaking to a Sky Complaints advisor I contacted Discovery Plus.  The agent emailed me to indicate that I had an old email address linked to my name.  I logged into the account, but there were no emails from Discovery Plus advising of my upgrade to Premium.  The agent sent me a password reset and it was at this point I was able to access Discovery Plus Premium on my iPad app.  A little while later (after logging out of the app on my iPad and Sky Q and also logging out of Discovery.com) I was finally able to link my Sky Q app to my Discovery.com account (using my old email address).  So all has been resolved.  The agent I spoke to at the complaints team (Tom) was excellent and very patient.  It took 90 minutes, but on this occasion matters were finally resolved.  I'm just keeping my fingers crossed everything remains okay when I watch the tennis tomorrow.