NHL Gamecenter Premium Upgrade

Works for me on my LG Lucid

mcbamf- Hello, let's get this issue resolved for you, but first just a few questions. Are you able to install or update the app from the playstore? Are you prompted to sign in when you open the Gamecenter application? Also, if you still need assistance, we can check your account via customer service to see if we need to readd any features or open a ticket. Keep us posted.

sheritah_vzw

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@VZWSupport

I uninstalled and reinstalled the gamecenter app just yesterday and I still

don't seem to get the premium content. If I click the Upgrade button, it

tells me it will cost 9.99. I cancel out of that because I was under the

impression that was free for Verizon customers. There is a sign in button

on the Upgrade page, but my verizon credentials don't seem to work there.

I've created an account on nhl.com, but that doesn't work either.

On Jan 21, 2014 7:39 AM, "Verizon Wireless Customer Support" <

smitty23521

Premium content meaning live radio, highlights...etc. to watch a live game, you have to have a $9.99 subscripiton

according to Verizon's site https://insidersguide.vzw.com/inside/nhl/ , so

far as I can tell "all verizon tablets and 4G LTE smartphones get a free

premium upgrade" means I should NOT have to pay $9.99.

I just upgraded my phone to a LG G2 I can confirm this issue exists. My previous device LG Lucid did not have this issue. So obviously there is problem with the NHL app being able to tell the LG G2 is a Verizon device.

Hi anonymuss,

I understand your concerns regarding the NHL application! I personally have the LG G2 and I just downloaded the application to test and I am happy to report that I did not encounter any issues with the application or the content. Please remove the application, power your phone off/on, and reinstall the application from the Play Store and test. Keep us posted.

AntonioC_VZW

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Unfortunately, that did not work. I'm still asked to pay $9.99 to upgrade

to Premium.

On Jan 29, 2014 7:02 PM, "Verizon Wireless Customer Support" <

For good measure, I uninstalled, powered off, powered on, then reinstalled

over Wi-Fi, and it didn't work. Then I uninstalled, powered off, powered

on, then reinstalled over 4G and it didn't work. I'm not sure why this app

is incapable of recognizing my LG G2 as a 4G LTE device, but that seems to

be the case. I tried to contact the NHL GameCenter customer service via

online chat. 20 minutes of waiting and then the system booted me.

What is even weirder is if you look at the settings for the app it DOES in fact recognize you are using a Verizon phone,but still won't let you access the content.

Anonymuss,

Thank you so much for working through all of these trouble shooting steps with us. The next step in this process would be to contact our NHL Technical Support Team at 866-210-6349.

SarahO_VZW

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mcbamf,

We appreciate you trying all of that. Please accept my follow request, follow back, and shoot a direct message my way.

EvanO_VZW

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I recently upgraded from a Samsung Galaxy Nexus to an LG G2 and can confirm that I have the same issue with the NHL Gamecenter app. I used to listen to live streaming audio on my Nexus all of the time but on the G2 the NHL Gamecenter app does not automatically detect the free upgrade for Verizon LTE phones. I have tried some of the troubleshooting in this thread, such as uninstalling and reinstalling the app multiple times without success. Has anybody had any success getting the Gamecenter free premium upgrade? Thanks.

youskib4

Anyone have any luck? I've been uninstalling/reinstalling since May of 2013 and still can't get the free upgrade! I have a Droid Razor Maxx HD. The other phone on my plan (Iphone 5) does not have this problem.

Thanks!

Nothing new has been added in the way of a solution. NHL.com says they have

nothing to do with it, and all I've received here are invites to follow

techs somehow on this site. When I try to do that on my pc, I'm prompted

for some sort of business account log in that I don't have. So nope,

nothing new here.

delucia1010

Encountering the same issue on my G2. Tells me I'm not a Verizon customer, when I clearly am. (Also says so in the settings of the app). Wants me to pay the $9.99 for the Premium upgrade when Verizon says it is free. I followed all of the steps given above.

I've contacted NHL Support and they told me to uninstall, reboot and install over 4G network. Did all of that and still no marbles on this. Anything else we can do?

GamePunk429

I as well am having the same issue with my LG G2, I have installed on the 4G network and it does not recognize me as a Verizon Customer. As I can see from this topic it seems to be only related to the LG G2. Please advise.

youskib4

It's also a problem on my Droid Razr Maxx HD.

GamePunk429, we never want you to miss a moment of thrilling hockey action! Have you tried powering your device off/on since you downloaded the application? Are you connected to Wi-Fi when you attempt to access it? If so, we recommend that you disable Wi-Fi and connect to our network to access the application. Keep us posted and click on http://vz.to/O1sVSg for more information regarding the NHL application.

LasinaH_VZW

Follow us on Twitter @VZWSupport

I think just about everyone in this thread has tried 1) power cycling 2)

reinstalling 3) tried it on wifi 4) tried it on 4g with no WiFi. Some of us

have called the nhl Gamecenter customer support line only to be told this

is a verizon issue. I'm not trying to be a jerk, but there has been no new

info on this thread in months. So to start the script over with suggestions

of power cycling and reinstall feels like a step backwards. There is

clearly an issue with the LG G2 and the "free" premium upgrade. So any new

information would be greatly appreciated.

On Mar 7, 2014 5:35 AM, "Verizon Wireless Customer Support" <

None of that stuff works Verizon rep. And the thing is the apps actually recognizes the phone is on the Verizon network when you look at the settings yet it continually states you need to be a Verizon customer. Instead of continually asking for us to do the same stuff over and over we already told does not work you actually get one of you tech people to try to access these features on a G2 to see what we are talking about then come up with a fix.

mcbamf,

I understand we need to get you access to the premium upgrades and I appreciate you trying those steps. Just to clarify, you downloaded the application from the Play Store, reset the application, correct? I noticed Evan and Tominique asked you to send a Direct Message. Did you complete that step?

AdaS_VZW

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sirguy we want to ensure you can fully enjoy all the features of the app ASAP! We apologize for the trouble but we'll get it working! Please accept my follow request and send a Direct Message.

AshleyS_VZW

Follow us on Twitter @VZWSupport

Lance_L

i've got the same issues on my iPhone, but I have to say I don't find this thread very encouraging. I open the app, log in and choose a game with the graphic indicating I can watch. Then I get a screen offering "upgrade" or "try it free". Well, if I have "premium", why should I need to upgrade? Upgrade to what, "Super Premium"? When I select "try if free", it tells me I'm in a blackout area - even though the games are nowhere near my market. WTH?

Just as the others said, why take it to a private conversation? How about a fix, and then tell everyone?

Lance_L,

I do not believe you are having the same problem as others in this thread, including myself. You joked about premium / super premium, but that's not far from the truth. There are two different access levels for the NHL GameCenter app. One is called NHL GameCenter Live and the other is called NHL GameCenter Premium. Here are the differences:

Live: Live out-of-market game video, home and away broadcasts, access on multiple devices, all NHL GameCenter premium content

Current Cost of NHL GameCenter Live: $49.95

Premium: Live radio broadcasts, in-game video highlights, condensed game replays, full features listed at: https://insidersguide.vzw.com/inside/nhl/

Current Cost of NHL GameCenter Premium on a non-Verizon LTE device: $9.99

So, if you can stream live radio broadcasts of NHL games, you are not having the same problem as the rest of us. You are correctly receiving the free Premium upgrade from using a VZW LTE supported device. Not being able to stream live broadcasts of non-national NBC games is normal if you're not already an NHL GameCenter subscriber and signed in.

The problem all of us in the thread are having is not getting NHL GameCenter Premium on our Verizon LG G2, as well as one other poster reporting the issue on the Droid Razr Maxx HD.

So.. everybody, please understand the differences between NHL GameCenter Premium and NHL GameCenter Live, it will help us avoid false claims on other devices. All I can personally say is I have an LG G2 and I know that I am having the issue as reported in this thread, which is no free Premium upgrade.

I just spent over an hour talking on the phone with Verizon Wireless customer service (technical support). I spoke to an agent/rep based out of Colorado who was able to access Verizon Exclusive content in the NHL GameCenter app just fine on his Samsung Galaxy SIII test phone. When he used a brand new LG G2 test phone, he encountered the same issues with accessing Verizon exclusive content and NHL GameCenter premium features. As he was able to reproduce the issue, he took further action by placing me on hold and contacting NHL GameCenter technical support, where the NHL GameCenter agent/rep was not very helpful. The VZW agent then tried contacting LG support and they were not helpful either. At this point, the call had been going for 54 minutes and this was on a land-line after 26 minutes previously talking on my mobile. I asked the agent what my next steps were and he said he would try to talk to management about waiving the 30-day exchange restriction so that I can refund/return/exchange my phone for a different model. I honestly do not like this solution because I love this phone and now we've virtually identified that this issue is affecting all LG G2 users, it should be escalated and investigated further, researched, and resolved. The VZW agent is going to try to test the app with another G2 phone and call me back later today, although I'm not sure what he will be able to do or say. No offense to this agent (who was awesome!), this appears to be a very technical issue strictly related to this model phone , and will need an engineer or developer with knowledge and experience for this particular feature (the identification and provisioning of this phone and app to communicate with the 4G LTE network and unlock the Premium upgrade).

For any Verizon Wireless representatives viewing this thread, here are some additional screenshots just for more proof that this issue is still occurring and asking us to do the same stuff like disabling wifi / making sure we have 4G LTE service is not an acceptable answer.

http://imgur.com/a/KqAKv

To everybody in this thread who wants some good news, follow me and send me a direct message. While I do not have a solution to the problem posted in this thread, I have a workaround but I do not want to share sensitive information publicly.

manntr01

I am having very similar issues. Here are some notes:

Phone: Casio Commando 4G

Downloading over Verizon 4G connection (not wifi)

Unable to access NHL GameCenter Premium content

I have tried uninstalling and reinstalling, nothing changes.

I am prompted to pay a $4.99 subscription fee.

The app doesn't recognize me as a Verizon 4G customer.

It's the same thing everyone has been saying. Any resolutions yet?

mlv12785

I have the same issue on my g2. I believe the problem lies in How the phone displays the carrier. On the app setting my g2 says lge is the carrier and it does not work. On my s4 the carrier says the correct verizon wireless and it works. Both phones have verizon as the network provider via nhl app settings.