I had a chat with
@The Double A Man via PM about his posts on this thread because, as can be seen, he was advised by RangersTV to re-subscribe at the new rate of £24 per month because he got the dreaded 'your email is not recognised' message. So, I thought I would summarise what happened to him and how he, fortunately for him, finally got it resolved. It might help out others in the same position - provided they can get Support to engage with them.
Firstly, what should have happened....
When he attempted to login to his old account with his username he, as expected, got a prompt telling him to login with his email address and then reset his password. That would have worked, as it did for me, had he had the correct email address registered with RangersTV. He didn't, his RangersTV email address was an old one to which he no longer had access. The changeover for me was done in less than 5 minutes and when I look at my account now it shows me paying the Monthly Unlimited (hidden legacy) at £17.25. More on that later.
Secondly, what happened to him.....
Because his email address was unrecognised they couldn’t transfer his account across. They should have been able to sort that out with evidence of subscription from him but instead told him, after some email exchanges with his NEW email address, to re-register and they would cancel his old account. I've no idea how they proposed to do that without his old email address or some way of identifying he was who he said he was. So he started a new subscription at £24. He therefore had TWO live subscriptions and was subsequently charged for both. This resulted in further email exchanges (as many as 12) in an effort to resolve the double-charging issue. On the plus side, at least Support were engaging with him.
It now looks like they have finally done what they should have done in the first place and appended his NEW email address to his OLD account and, hopefully, cancelled the new £24 subscription. If he looks on his account now it should show him on the Monthly Unlimited (hidden legacy) at £17.25 per month. That’s what mine shows as stated above. I just hope they’ve cancelled and refunded his £24 one. If only they’d gone down that route in the first place. It concerns me every time I read someone has re-registered. It's only an easy option if you don’t subscribe monthly.
Basically the initial advice to re-register was not helpful. They should have asked for evidence of his subscription (he could have got it from WorldPay) and simply updated his email address on the old account and transferred it across. This SHOULD have been so easy if RangersTV has asked, a month in advance, for folk to check and, if necessary, update their registered email address - with an automated response coming back to verify that it had been recognised. Sadly, however, it would appear that some folk who did have their up-to-date email address registered may have encountered similar issues - there's just no explanation for that. Very, very poor.
I guess the object of this post is to warn everyone on a monthly subscription who re-registered (be that on the advice of RangersTV or not) to keep a very close eye on their bank/credit card/PayPal account to make sure they are not debited twice for the same product. I fully expect there will be many, many more who encounter this problem.