Crave changed - no HBO

[HappyCamper]

I activated my Crave subscription a few months ago with no issues.   Today it's saying I have to subscribe to access HBO content.  Never had a problem before with HBO content.

[VirginPlusKris]

Hi there, @HappyCamper. Thanks for reaching out.

Please take the time to review the following questions so we can get a more complete picture:

• Is there any other content that you've encountered difficulties with?
• Have you tried logging out and back in to refresh the session?
• Have you tried logging in from a different device?
• From any devices that you do use Crave regularly with, have you cleared the cookies and cache for the Crave app?
• Have you double checked in your Crave profile to make sure that it's still linked to your Virgin Plus account? If still connected, it may be worth trying to unlink your Virgin Plus account and relinking it again.
• Have you made any changes to your Virgin Plus account that could impact your Crave subscription? Changing plans, upgrading your phone, etc.

Looking forward to hearing back from you. Best wishes.

— Kris

[HappyCamper]

Yes I tried a number of things: uninstalling/reinstalling Crave; signing out/signing back in; rebooting my modem, clearing the cache, through my fire stick and my mobile phone.  I continue to get a box that reads, "Craving more? Subscribe for HBO, for the best series and movies, live events, select sports and more. "

Also no changes to any accounts.  Just paying on time, every month.

[VirginPlusAntonie]

Hey there @HappyCamper , 

In order to have a better understanding, are you attempting to watch a specific HBO program/show? 

As a test, are you able to watch any or all of the following programs: The Wire, The Sopranos, Game of Thrones, The Last of Us, House of the Dragon, Hacks, Welcome to Derry.

Looking forward to hearing back from you. 

[HappyCamper]

Only Free Content is accessible and works. All HBO content and live shows appear with a yellow shopping cart icon. Both on my fire stock and my mobile phone.  Euphoria, Game of Thrones, Rooster, Wuthering Heights, My Briliant Friend, even sports & live events.  No access to Heated Rivalry, Shorsey or other Crave originals.  When I click I'm offered "ways to watch" which gets me to a "Subscribe Now" button.  It's as though I have no Crave and only free CTV content.  Wish I could upload screen shots.  I'm assuming my Crave add-on has been removed, after only a few months and with no notice.

[VirginPlusAntonie]

Thanks for the clarification @HappyCamper , 

In the instance that you have access to some content, it brings to believe that your offer is still there. To make sure, we will be reaching out via private message to check that out with you and help as best as we can. 

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

Looking forward to hearing back from you. 

[Jenna]

I am having the exact same issue. Please DM me as well.

[VirginPlusAntonie]

Hey there @Jenna , 

We will be happy to have a closer look at your account to ensure the offer is still present.

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

Looking forward to hearing back from you. 

[HappyCamper · Accepted solution]

I had success with the following steps (props to the support guys on the phone who walked me through these steps, it was very quick!  hope i have them correct):

In Crave, log out.  Then log in again but select New Email, not your email if shown there.  You will be redirected to a screen with option to Activate Subscription through Provider.  Click that.  You'll be asked for the email you signed up with to Bell Media.  Follow the next steps.  That should re-connect your account to Crave with all the access.  @Jenna give this a try