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Pandora Premium sign up issues fixed?

Teacher

Pandora Premium sign up issues fixed?

I've chatted with 2 amazing customer service reps who stated that there is a technical glitch with Pandora Premium memberships being linked with Unlimited Premium Subscribers accounts ... Is there any update available? I was looking forward to using Pandora Premium when I upgraded yesterday

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Message 1 of 96
Teacher

Re: Pandora Premium sign up issues fixed?

 I had the same problem. I signed up Thursday night and was in chat with three of their support folks for over two hours… At the end of it all, they told me to contact Pandora support, instead. 

 

So I sent an email to pandora-support@pandora.com.   They replied yesterday afternoon with the following message  -

 

Thanks so much for letting us know about this.

We are aware of this issue and our engineers are in touch with AT&T working toward a resolution. 

That said, you'll need to contact their support team directly for updates on this issue and to get your add on Pandora subscription applied.

In the meantime, please let me know if you have any other Pandora-related questions; I'm happy to help.

We really appreciate your patience while we get this issue resolved! I apologize for any inconvenience.

Brian
Support Specialist
Pandora

Message 2 of 96
Teacher

Re: Pandora Premium sign up issues fixed?

Thanks for sharing that! I haven't heard from AT&T at all since the chat sessions. Hopefully they contact us soon. @ATTCares maybe you have an update?

Message 3 of 96
Tutor

Re: Pandora Premium sign up issues fixed?

It’s pretty sloppy programming with the sign up issues. Obvious no beta testing was done, and people should definitely get fired. New and existing AT&T customers that elected to take the Pandora Premium as s free channel couldn’t properly sign up for the service. I am sure that many others spent time resolving this issue. I myself had spent several hours troubleshooting and talking with tech reps that would continually pass the ball to someone else. I finally gave up. AT&T should compensate everyone that signed up for the new services and had sign up issues a full free month of service. No information was sent to any customers about the issue therefore many people spent time needlessly trying to fix an issue known to AT&T and Pandora. I will be waiting for my refund as I will demand it. 

Message 4 of 96
Teacher

Re: Pandora Premium sign up issues fixed?

I had the same issue. I contacted ATT multiple times, followed their sign up instructions for Pandora Premium and even went to Pandora's blog and followed their instructions. I also contacted ATT through social media to no avail. It would seem that all of this stuff should have been tested thoroughly before implementing these new services/plans. They did tell me by chat that they are aware of this issue with signing up for Pandora Premium so hopefully they will have a fix soon. 

Message 5 of 96
Teacher

Re: Pandora Premium sign up issues fixed?

I am having same issues, chatted a few times and told my ticket had been escalated since the day the service came out, but no resolution as of yet.

Message 6 of 96
Teacher

Re: Pandora Premium sign up issues fixed?

I tried again today and it still isn't working. To add to it, my WatchTV account now says that I am not an Unlimited and More Premium customer (even though I am and this weekend WatchTV said I was). I'm really not sure what's going on and I know this is a new, major roll out and some glitches may happen... but I haven't received any sort of update or contact from AT&T, I have to open a chat window and explain the situation each time ... and I've been a loyal customer for 11 years. A major reason I ported a line over from another company and upgraded was for Pandora Premium, which I was going to purchase.... sigh 

Message 7 of 96
Employee

Re: Pandora Premium sign up issues fixed?

At this time, to take advantage of the offer qualifying AT&T Wireless Customers on the AT&T Unlimited &More Premium would want to create a new e-mail/account. You cannot link a pre-existing Pandora account to your AT&T Watch TV account

 

https://www.att.com/esupport/article.html#!/wireless/KM1261919

 

"If you select VRV, Amazon Music Unlimited or Pandora Premium, follow the prompts in your account set up page to create your VRV, Amazon Music Unlimited or Pandora Premium account and download apps and enjoy. Please note that you must be a new Amazon Music Unlimited subscriber to redeem this benefit."

 

http://blog.pandora.com/us/pandora-premium-now-available-with-att-unlimited-more%E2%84%A0-premium-wi...

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 8 of 96
Teacher

Re: Pandora Premium sign up issues fixed?

This is not the problem that most of us are having. I understand that a new account has to be setup with Pandora and that you cannot use an existing Pandora account. The problem is there was no prompt to setup Pandora Premium even though my selections were confirmed on Watch TV. I never got the chance to setup a Pandora Premium account because nothing appeared to finish setting up Pandora. My Watch TV account was setup correctly because I can login successfully and watch the service. Now...there is no way to continue from Watch TV to setup my Pandora account even though the account shows "Watch TV + Pandora" in my account information. 

Message 9 of 96
Teacher

Re: Pandora Premium sign up issues fixed?

That is correct for me as well, I was never offered a link to sign up I even started a new Pandora account with a new email and still did not present me with the free Premium access 

Message 10 of 96
Employee

Re: Pandora Premium sign up issues fixed?

What step in the process are you getting an error on? The steps below are directly from the Pandora webpage on this. Sounds as though you are referencing step 6. Then it would be best to chat in so that one of our Specialists can gain some more information from you as far as what exactly the page is doing, are you getting an error message, ect. There is not a complete outage for this so we would want to troubleshoot any issues case by case to see what the root cause is. Chat support is available 24/7/365

 

"How to sign up for Pandora Premium included with the AT&T Unlimited &More℠ Premium plan:

  1. Visit att.com/unlimited and select the AT&T Unlimited &More℠ Premium plan.
  2. Once you have signed up, go to www.attwatchtv.com/verify
  3. Verify eligibility with your AT&T Unlimited &More℠ Premium plan and follow the instructions.
  4. Create an AT&T User ID on ATT.com by entering a valid email address and password.
  5. Choose Pandora Premium — yours for no extra charge with this unlimited plan!
  6. From your WatchTV account, select Pandora Premium and continue to pandora.com to finish signing up.
  7. Sit back, relax, and enjoy the most personalized streaming music experience with Pandora Premium.

If you’re a new Pandora Premium customer, you won’t be receiving any account statements from Pandora for this subscription. If you have an existing Pandora Premium subscription, you’ll need to create a new account to redeem this benefit. Want to learn more about AT&T Unlimited &More℠? Visit https://www.att.com/plans/unlimited-data-plans.html.

*After 22GB/line/mo. AT&T may slow data speeds when the network is congested."

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 11 of 96
Teacher

Re: Pandora Premium sign up issues fixed?

I am not sure how much clearer these problems can be stated. There is no error message. After switching to the new ATT Premium and More plan, setting up a Watch TV account, verifying everything and choosing the premium add-on and confirming the choice, no additional pages open up to set up Pandora Premium. I can login to Watch TV and it shows that I have Watch TV + Pandora but there is nothing I can click on to start or finish setting up Pandora Premium. Pandora cannot help because it has to come from ATT's side since it is a benefit of ATT's new wireless plan. 

Message 12 of 96
Teacher

Re: Pandora Premium sign up issues fixed?

I have already chatted 3x times told my ticket had been escalated. When I signed up for Watch TV it did not give an option to create a new email account. After signing up for Watch TV all it did was allow me to log in and watch. I headed over to Pandora and used a email address that had not been used before and signed up, but it only gives you the option to pay to upgrade to the Premium service. Steps 1-3 above is what I went through, and I choose Pandora as the free service and it did not prompt me to do anything

 

You at&t chat reps told me I should of got an email to sign up for Pandora, Pandora support told me at&t has been having massive issues with people getting access and they can't help, att has to fix the issue. att chat said told me I would get a call in 48 hours and its been 4-5 days now. 

 

Any ideas? This reminds me a few weeks ago when it took att a month to get my free HBO on my U-verse. 

Message 13 of 96
Teacher

Re: Pandora Premium sign up issues fixed?

my original problem came on step 6 (Thursday night after upgrading) and it simply would say "we are having trouble locking in your choice" ... I was told it would be solved in a day or so (on Friday) ... so I waited through the weekend and tried to log on today ... and now I can't get past step 4 because the WatchTV program says 

"Looks like you aren’t an AT&T Unlimited &More PremiumSM customer.
Currently, only AT&T Unlimited &More PremiumSM customers can pick from these extra services. Upgrade today to add a premium service!"
So I load chat windows on various pages like I'm told ... and there are no answers. I'm super patient. I know it's a big roll out and there are glitches. But you have loyal customers who are being sent from page to page with no answers. No contact that isn't initiated by us. Like I said earlier, I've been a customer for 11 years and I brought another customer over from ATT's biggest competitor. I simply would like to use the services I am paying for
Message 14 of 96
Voyager

Re: Pandora Premium sign up issues fixed?

I’m having the same problem and the support people I’ve spoken with can’t seem to accept this is a real problem or what exactly the problem is. I have had no solution offered when the procedures they guide me through fail.

Message 15 of 96
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