NOW TV - Sports/Entertainment/Cinema incl free NOW Boost

[mel20241]

Hi

I just ordered the NOW TV Sports/Entertainment/Cinema offer package which also included the NOW Boost for free.

But when I checked the NOW account it says I have to pay £6 per month to upgrade to NOW Boost in order to get HD and different sound options.... 

I ordered the offer based on the free NOW Boost with the package as per the TalkTalk email. 

Can anyone help me with this?

[Karl-TalkTalk]

Hi

No Problem 🙂

Karl 

[mel20241]

hi

i have just checked and the boost is now active on the NOW account. Thank you for sorting this out.

[Karl-TalkTalk]

Hi @mel20241 

Our Teams have applied a manual fix for you, can you test and let me know if the HD Boost is showing for Now TV.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi mel20241

Our Teams are currently investigating why this is happening.  There is no manual fix available at the moment, and no given timescales for resolution.  I am monitoring the situation but this is not going to be resolved quickly.

Thanks  

Karl. 

[Gliwmaeden2]

@mel20241, staff don't cover the forum at weekends. 

Sadly it means that they can't expedite this in time for your viewing this weekend. 

Support is available via 03451 720088 today (till 6pm) or Chat:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[mel20241]

morning

I received a 'generic' email yesterday from TalkTalk saying i can access and benefits of NOW TV package incl free NOW HD Boost. I tried my account this morning and it is still asking me to pay to upgrade the HD Boost. Its now been 3 days since I activated the order and I am still not any further with getting what was offered.

I would be grateful if you could expedite this as there is a lot of content this weekend I want to watch in HD.

I look forward to your reply.

Thanks

[Karl-TalkTalk]

Hi @Valbee 

If you start your own thread (new message), we’d love to help.

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.

It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.

Thanks

Karl

[Karl-TalkTalk]

Hi @mel20241 

Our TV Teams are looking into this issue as they can see that no order was received to add the HD Boost to the server.  They are looking at examples to understand why these orders are nor being submitted.  

I do not currently have a timescale to resolution at the moment, but am monitoring, and I have made our senior management team aware of the issue and keeping them informed also.

Thanks  

Karl. 

[Valbee]

I’m also having a problem with the new NOW subscription I took out yesterday following the email offer from TalkTalk. Your offer mentioned 3 devices can be watched at one time but when I tried to watch different sports in two devices, I got an error message that the subscription was just the ‘standard’ and only allows one user at a time. Can you look into this for me please?

[mel20241]

hi

Has there been any progress with the NOW Boost?

When I log in it is still asking me to pay for the HD Boost.

[Karl-TalkTalk]

Hi

I've checked the back end platform and can see that the sports/cinema/entertainment options are showing but no HD Boost.

I've raised a ticket to our support groups to trace the orders to see if there is a delay on this.

Just to explain, the NOW TV Products are physical products that exist on the system and your account.  As the HD Boost is something that is included for free, it does not exist physically on our system but is added directly to the back end platform via an order from our systems. This is why we have no visibility of this and have to ask our development teams to look at the orders.

I'll reply as soon as they get back to me.

Thanks  

Karl. 

[mel20241]

Hi Karl

I have added my account info for you to check the NOW Boost issue.

I checked he NOW account and it is still asking me to upgrade and pay the £6 for the NOW Boost.

[Karl-TalkTalk]

Hi

Can you add your account number or home phone number to your 'Community Profile' so I can check your account.

Please do not post any details publicly.

Thanks  

Karl.