Signed up for share + package, no Spotify option available

[sseguin98]

Signed up to share +, try to manage my account to add spotify.

On the website it brings me to a purchase page. Doesn't recognize I've upgraded.

https://pbs.twimg.com/media/CPhgxxRWcAAQ0OG.jpg

On mobile the app (iphone) I click manage, it opens the website in safari asking to login again.

Enter credentials, click login and nothing happens.

How do I enable Spotify premium?

Is there a wait period between adding the service and having the webmasters enable the button on my account page or is the issue a deeper development issue?

Thank you

***Edited Labels***

[darionouri]

Hey guys, 

I just got off the phone with tech support and they told me that the issue is that spotify itself doesn't recognize us as share everything customers so Rogers itself has to contact them to get them to offer it to us and since its a 3rd party it takes longer. I was told to wait another 24-48hrs. I'm gonna give it another week or two. 

[RogersPrasana]

Hi @darionouri

We’ve been in touch with you on November 1^st  via @CommunityHelps and informed you of a ticket being opened for your Spotify issue.

You will be notified once the ticket has been resolved.

Thank you

@RogersPrasana

[RoySka]

I have the same problem. Any good news?

[dextx]

This is so sad... they literally giving people false promises

[Monique204]

I'm having the same problem too and I've called customer service and they haven't been able to help me. The only reason why I switched my plan was for Spotify Premium so this is pretty disappointing.

[RogersGabrielle]

Good Morning @RoySka and @Monique204,

Welcome to the Forums!

I'd like to help resolve your issue accessing your Spotify experience. To further assist I will need to access your account details. 

I will be sending you a private message from @CommunityHelps. Please check our message via the envelope icon that appears on the top right-hand side of your screen when you are logged in to the forums.

@RogersGabrielle

[anders12]

Well it's now Thursday, and despite being promised that a support ticket had been raised, and I would hear by Monday, I haven't heard a thing since. And I still can't get the spotify that should be included in my package. How hard is it?

;

[RogersMaude]

Good afternoon @anders12,

We're very sorry about the delay.

The issue impacted a greater amount of users than we originally thought, and I really wanted to apologize for the inconveniences this may cause.

I certainly want to reassure you, we're actively working on resolving this issue as soon as possible.

I'll reach out to you via Private Message to follow up on the ticket that was opened for you account.

RogersMaude

[darionouri]

Can I also get a follow up for my account?

[supergenius22]

I am having the same issue.  Signed up for a Share Everything + plan last week and when trying to select an experience I am greeted with the option to upgrade my plan or buy the experience (Spotify, shomi or Next Issue). I have called Customer Support twice with nothing to show for it; maybe I will have better luck here.

[RogersMoin]

Hello, @supergenius22

Welcome to the Rogers Community Forums! 

I understand the inconvenience of not able to register your Experience, which one were you trying to register, Spotify? If you have already reached out to Customer Service, they would have raised a case for you. Do you have the case number?Please message CommunityHelps with the case number and we can follow up for you, thank you.

Thank you for understanding!

Cheers,

RogersMoin

[supergenius22]

The first time, the agent just sent me details on how to select my experience. The second time, they said it was a Spotify problem but that doesn't make sense as I cannot select any experience. I did not get a case number for either inquiry.

[aNoID]

I have the same problem. No option to "get" Spotify. I have a support case number and have been waiting several days already.

[dlmltrl]

I am having the same issue.  Signed up for a Share Everything + plan yesterday and when trying to select an experience I am greeted with the option to upgrade my plan or buy the experience (Spotify, shomi or Next Issue).

[Allanmc]

I am unable to choose an experience with my share everything + plan. In the myrogers app on IOS on the bottom it says "Manage experience" I click this link and it opens up the page on my mobile browser to select an experience but the only options are to buy an experience at 9.99$/mth or upgrade my plan to a share everything +; which is the type of plan I currently have. The same is true when I go to the link on IE,Firefox, and chrome on a desktop computer. Under "What you have" on myrogers on a desktop browser it only shows gamecenter live.

[RogersGabrielle]

Good Morning @supergenius22,

I can understand it's frustrating to not be able to access your experience and feel like you are getting no resolution. I'd be more than happy to help you look into this issue further and confirm that a ticket has been created for your issue. 

 To further assist I will need to access your account details. 

I will be sending you a private message from @CommunityHelps. Please check our message via the envelope icon that appears on the top right-hand side of your screen when you are logged in to the forums.

@RogersGabrielle

[dextx]

This issue better get fixed soon...

[darionouri]

Hey everyone!

Good news! So I called Tech Support just now and after a lenghty wait I got put through to the guy in charge of the issue and he told me to select the buy option (not upgrade) and that the system will recognize us as share everything cx in the billing cycle so we won't get charged for the service. I told him a bunch of us are having this issue and he said that its a technical issue on the site and that selecting the buy option is the way to fix it. So atm my issue is fixed, my only worry is that I'll get charged for the spotify...anyways I'll let you all know in a month whether that happens.

Stay classy San Diego 

[Sherylchoomail]

I'm having the same issue where I can't get spotify...there's no button to select it like the instructions says....I only see the option to upgrade my plan or buy it. Please help! 

[RogersPrasana]

Hi @Sherylchoomail

Welcome to the Community Forums!

We can take a closer look at your account  and assist you further.

I’m going to send you a private message from @CommunityHelps. Please check our message via the envelope icon that appears on the top right-hand side of your screen when you are logged in to the forums.

@RogersPrasana

[Dreitoot]

Spotify premium 

Hi. So i just signed a contract for the share everything plan. And i dont know how to get my 3 spotify premium accounts included in my plan. Thank you