topic Re: NOW TV activation in TV

NOW TV activation

NevTabb — Sun, 11 Feb 2024 10:39:25 GMT

Hi,

In short, this has been going on since I renewed my Fibre65 & Now TV/Sky Sports contracts back in October.
The Now TV membership was £10 for 9 months, but for some unknown reason, I couldn't activate it. This was finally resolved in December, but I was being incorrectly charged £25.
There followed more weeks of frustrating phone calls, emails and chats with repeated assurances that things had been corrected, but the price still remained at £25. On Jan 17th, I was bizarrely told that £10 was not possible.
Fearing for my sanity, I accepted a new contract that included Now/Sports at £20 for 24 months.
My account still shows £25.
(At no point have I accepted or even been offered a £25 deal)
As Chat wasn't working, I managed to leave a message for the billing department who have now got back to me with an email full of irrelevant cut & paste apologies, but which also says that they can see my £20 membership, but it hasn't been activated so here's £5.
No mention of how to resolve the issue though.
Any idea how I can activate it and finally put an end to this nonsense?

Re: NOW TV activation

Karl-TalkTalk — Mon, 12 Feb 2024 08:20:56 GMT

Can you add your phone number or account number to your 'Community Profile' so we can locate your account. Please do not post this information directly in the community.

Thanks

Karl.

Re: NOW TV activation

NevTabb — Mon, 12 Feb 2024 16:09:04 GMT

Done 👍

Re: NOW TV activation

Karl-TalkTalk — Tue, 13 Feb 2024 08:43:54 GMT

When trying to send the activation email for Now TV, an error is produced and will not let me send this to you.

I have raised this to our developers to see why this is happening.

Thanks

Karl.

Re: NOW TV activation

Karl-TalkTalk — Wed, 14 Feb 2024 10:03:26 GMT

Hi @NevTabb

I've tried this again, can you check your email to see if you have an activation email.

Karl.

Re: NOW TV activation

NevTabb — Wed, 14 Feb 2024 17:09:39 GMT

Nope. Nothing this end.

Re: NOW TV activation

Karl-TalkTalk — Thu, 15 Feb 2024 06:56:21 GMT

This will usually go to your billing email address, can you check any spam or junk folders and confirm this is not in one of those.

Thanks

Karl.

Re: NOW TV activation

NevTabb — Thu, 15 Feb 2024 16:21:18 GMT

still nothing that I can see...

Re: NOW TV activation

Karl-TalkTalk — Mon, 19 Feb 2024 09:48:30 GMT

Sorry for the delay. There was an intermittent communication issue with the cloud servers and our vendor has resolved this, so no errors are produced when opting to send the Now activation email, however I am not seeing confirmation of an email being sent, so have raised this back to our developers to query if the email is being sent, if they can see this from their side, or if there are any account side issues that are causing this to fail.

Thanks

Karl.

Re: NOW TV activation

Karl-TalkTalk — Wed, 21 Feb 2024 14:01:06 GMT

Can you check and see if any activation email has arrived ?

Thanks

Karl.

Re: NOW TV activation

NevTabb — Wed, 21 Feb 2024 17:37:24 GMT

I've got an email telling me about your last reply, which is a first, but no activation email.

Re: NOW TV activation

Karl-TalkTalk — Mon, 26 Feb 2024 07:53:13 GMT

can you log into the webmail version of your email and perform a search for any emails referencing NOW TV to see if these has been directed to any junk folders.

Karl.

Re: NOW TV activation

NevTabb — Tue, 27 Feb 2024 10:04:58 GMT

Hi,

There's nothing that I can find at aol.com or at gmail.com (which is the account I used when I was told I needed a new email address to essentially start my account again with a new phone number a few months back)

Re: NOW TV activation

Karl-TalkTalk — Tue, 27 Feb 2024 10:36:11 GMT

Our developers have now advised they can see the system is generating an email, but the Now TV option is showing as cancelled as it was not activated in time. Are you able to select the required Now TV option via My Account online and see if it will let you add the required option.

Thanks

Karl.

Re: NOW TV activation

NevTabb — Tue, 27 Feb 2024 18:13:55 GMT

Hi,

My Now TV/Sky Sports membership is showing as an active add-on and has been working fine since December, but it has been the wrong price for nearly 5 months now.

I've been told a few times that newly generated contracts will correct this, but here we are.

Like I said at the start, I have no idea where the £25 even came from.

Sorry for the moan, but I need to unload a bit every few weeks 😩

Re: NOW TV activation

Karl-TalkTalk — Wed, 28 Feb 2024 07:42:17 GMT

So the sports option is working ?

The sports boost is around £34 but will often have a discount applied t the account - what was the original price agreed ?

Thanks

Karl.

Re: NOW TV activation

NevTabb — Wed, 28 Feb 2024 13:33:25 GMT

Yes it's working.

Back at the start of October I agreed £10 for 9 months.

It took weeks to get it even working and when it finally did in December, the price was showing £25.

I was told to contact again after 30 days to get it corrected.

In January, I did that and was told £10 was not possible!

I agreed £20 for 24 months just to put an an end to the months of back and forth with the frustrating 'help & support'.

It's still showing £25 (a £9.99 discount which has never even been discussed).

I can't keep explaining this to different people multiple times over nearly 5 months now.

I realize I should have left long ago, but as I am no doubt bound to honour my latest 24 month Fibre65 contract, I am stuck here.

Please can someone just sort this out?

Re: NOW TV activation

Arne-TalkTalk — Thu, 29 Feb 2024 08:39:01 GMT

Hi NevTabb

I have managed to find the discount code that will give you the sports boost for £10 for 9 months I have applied this today.

Sorry it took so long.

Re: NOW TV activation

NevTabb — Thu, 29 Feb 2024 10:21:21 GMT

Hi,

Thanks for this, but yet again I've received an email which just adds to the confusion.

It correctly states the Sky Sports deal you mention, but it also says my Fibre65 price is a new contract at £35.95 when my existing one is £23.

I am then promised download & upload speeds of 0.0 Mb/s with a nice little graphic about your 'Award winning customer experience' underneath.

And like the many times before, nothing has changed on 'My Account' online as far as I can tell.

Re: NOW TV activation

Arne-TalkTalk — Thu, 29 Feb 2024 10:44:06 GMT

Completely ignore that email, Your contract and price haven't and changed, I suspect the change in the Boost discount has triggered something.

Sorry for any confusion.