topic Now TV. Why can’t I remove the Boost? in TV

Now TV. Why can’t I remove the Boost?

SteveElmo — Wed, 25 Oct 2023 06:57:35 GMT

Hi all,

I recently tried to remove the NOW TV boost from my package but ended up paying £9.99 for it on my last bill. So I have 3 questions here that the online chat agent failed to understand.

1. After I was told that NOW TV was included in the bundle that I subscribed to, why was I billed for it in the first place?

2. How is it that to subscribe for NOW TV costs £4.99 and I was billed £9.99?

3. Upon trying to remove the boost online, the webpage updates to show that the boost has been successfully removed (I have attached a screenshot to prove this), however the confirmation email never arrives and the boost still shows as active on my account.

I’ve requested a refund however I am not confident that it will be applied to my next bill and I need the NOW TV boost to be removed from my account and for my account details to reflect this.

Can someone please assist me in this matter?

Steve

Re: Now TV. Why can’t I remove the Boost?

Karl-TalkTalk — Wed, 25 Oct 2023 07:06:47 GMT

Now TV services are paid in advance, so when cancelled they do not cancel the service the same day, but run until the end of the billing cycle. I can see this has an end date of 29th, so the NOW TV service will remain active until then. This was added 6 months ago, at £9.99 and promotions do change over time, there may not have been the £4.99 promotion at that time.

Karl.

Re: Now TV. Why can’t I remove the Boost?

SteveElmo — Wed, 25 Oct 2023 09:16:54 GMT

Thank you Karl. That makes sense but the functionality of the webpage to cancel the Boosts isn't particularly helpful. If it explained how the service works as clearly as you have done it would help.

Regards

Steve

Re: Now TV. Why can’t I remove the Boost?

Karl-TalkTalk — Wed, 25 Oct 2023 09:31:30 GMT

Hi Steve

Now TV and Netflix etc, also work this way if you go direct to them, a cancellation of a subscription also ends t the end of their billing cycle.

Thanks

Karl.

Re: Now TV. Why can’t I remove the Boost?

SteveElmo — Fri, 27 Oct 2023 06:39:37 GMT

Hi Karl

Yes I understand the concept. I merely meant that the cancel boost feature on the TT site does not work correctly, ie if the confirmation email had arrived then it would likely have explained when the service and the subscription billing would cease.

thanks

Steve