Issue with Ads on TV despite Premium Account

[Sammo]

Despite having a premium account, I have noticed that when I connect my TV to Chromecast, I continue to encounter advertisements during my viewing experience. These ads disrupt my content consumption and undermine the benefits of having a premium subscription.

I have attempted various troubleshooting steps, including resetting my Chromecast, ensuring the firmware is up to date, and confirming that my premium account is active and linked correctly. However, the problem persists, and the ads continue to appear.

I kindly request your assistance in resolving this matter. As a loyal and paying customer, I believe it is fair to expect an ad-free experience on my TV with a premium subscription.

Any guidance or solution you can provide to eliminate these ads while using Chromecast would be greatly appreciated. Please let me know if you require any additional information or if there are further steps I can take to help diagnose the issue.

[Juni]

Hi Sammo,

Thanks for reaching out. That certainly hasn’t been easy for you. Let’s check what’s up. What Chromecast device are we working on? What app are you getting ads for? When did it begin?

I look forward to your response.

Regards,

Juni

[Sammo]

Dear Juni,

I hope this message finds you well. I am writing to address an issue with my Chromecast Ultra System. The firmware version currently installed is 281627, and the Cast firmware is 1.56.281627. Unfortunately, I have been experiencing persistent ads on YouTube since the time I acquired the device.

I kindly request your assistance in resolving this matter. Your prompt attention to this concern would be greatly appreciated.

Thank you for your time and consideration.

Sincerely,

Sam

[Juni]

Hi Sammo,

Got it. Are you using the Chrome browser to cast or via the YouTube app? Please make sure that you are using the account that has the subscription. Try to log out and log in on both the YouTube app and Chrome browser, then try it again.

Keep me posted.

Regards,

Juni

[Dan_A]

Hey there,

I wanted to follow up and see if you still needed help. Please let me know if you still have any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,

Dan

[Sammo]

Hi Juni

yes i did try to log out and login again and i am casting using youtube app

[Kimy]

Hi Sammo,

Sorry for the late reply. Is it already working? A patch fix has been sent for the late August to early September update, which resolves most of the recognized bugs. If it still persists, try to do a full clean-up by performing a factory reset and setting it up from scratch. Don’t forget to clean up the Google Home App and linked accounts and services. Let us know how it goes.

Thanks,

Kimy