hockey streaming issues

did anyone else get a response from the streaming company that thier accts had been upgraded to an all events pass during the beginning of the hockey season when there were issues with many of the games? I was told that i was upgraded but now I went to try and use that to watch other sports it says I dont have access? Did anyone else actually get the upgrade? i remember others mentioning it as well, did any actually keep the response from the company... Mine got lost in the CU upgrade to Outlook..