topic Re: Now boost, live chat in TV

Now boost, live chat

deanshaw — Mon, 16 Sep 2024 14:59:51 GMT

Everything was fine, I had fibre and a landline, TT billed me for Now entertainment and I paid Now for the HD/Dolby Digital boost as it didn’t work from TT, the reason being I eventually found out was that I don’t pay for TT tv.

Then, I took up TTs offer of doubling my speed and having an Eero router.

Some days later my Now stopped working, and I couldn’t seem to reactivate it, days would then have to pass for them to send another email which still wouldn’t work.

Eventually after someone phoned me from TT and suggested trying a different email it worked, problem now though the HD boost was still on my first email account so it stopped working.
So, after chatting with Now they suggested I get TT to deactivate the free boost so I could then reactivate with Now on the new email address.

1 hour later on live chat and TT tell me they can’t deactivate just the boost they can only cancel my Now completely. I asked for that to happen but had to close the chat as I had to be somewhere.

Next day, another 1 hour live chat, passed through about 5 or 6 experts until eventually I got Now cancelled completely.

Why does it always seem to take about an hour on live chat to get things sorted? Why are you constantly passed from one expert to another?

Most annoying though is everything was working, so why couldn’t TT just get my account back to where it was before they messed it up?

I am now waiting for someone from customer complaints to call me and will update when I know some more.

Re: Now boost, live chat

ferguson — Mon, 16 Sep 2024 15:11:24 GMT

NOW TV can be a bit complicated and generally you should either have it through TalkTalk, or directly via NOW, but not a mixture.

If you pay for TalkTalk TV and NOW via TalkTalk then the Boost is included. I suggest that the solution is probably to cancel the Boost with

NOW directly and then TalkTalk can hopefully set you up via them again, if that is your preferred solution.

Hold tight on anything more though until the support team here pick this up, they will advise further.

Re: Now boost, live chat

deanshaw — Mon, 16 Sep 2024 16:18:56 GMT

I now know that the problem was that I didn’t pay for TT tv, the annoying thing is it was working fine with me paying Now for the HD boost, it just went wrong when they moved my Now from my landline account to my fibre account. Shame as the £4,99 price for Now entertainment was really good value.

Re: Now boost, live chat

Karl-TalkTalk — Tue, 17 Sep 2024 07:05:07 GMT

All NOW TV and NETFLIX options can only be added if TalkTalk TV is added to the account.

Thanks

Karl.

Re: Now boost, live chat

deanshaw — Tue, 17 Sep 2024 08:43:06 GMT

Hello Karl. It was working fine until TT moved my Now membership from my landline account to my fibre account, and I wasn’t paying for TT tv, just for Now.

Hopefully it’s sorted as I have cancelled Now with TT and will re subscribe with Now, it’s going to cost a bit more but dealing with it through TT is a nightmare. You shouldn’t have to spend hours on live chat just to cancel something.

Regarding the HD 5.1 boost at one time I was told it wouldn’t work because I am using a EE receiver and not a TT receiver.

I can’t help thinking the customer service agents need some product training.