NOW TV switch

[Graemealex]

Hi. I tried to use my codes for switching my NOW TV services from Talktalk directly to NOW but they aren’t working. When I go on to my NOW account it tells me to manage them through Talktalk. Anyone know how to make the switch? 

[Graemealex]

Sadly, there’s no support for this long-standing customer either.

[kanya-TT]

We do not support NOW TV, anymore.

Kanya

[Graemealex]

I have been, on an almost daily basis, and am getting nowhere, and so far there has been no ‘further assistance’. Any sort of input from Talktalk would have been appreciated to try to help the process along. Don’t bother replying as I know it will only be the ‘ there is nothing Talktalk can do’ response.

[amahle-TT]

Hi there, please do contact NOW for further assistance, thanks.

[Graemealex]

Still not working. And no email from NOW.

[amahle-TT]

Kindly wait for NOW, thank you for your time and patience.

[Graemealex]

So I keep being told by Talktalk. Doesn’t help to solve the problem though, which seems to be a mess created jointly by Talktalk and NOW. I await the email fromNOW with interest, though I have my doubts it will ever arrive. Hopefully I’m proved wrong.

[amahle-TT]

Talk Talk has no direct contact with Now, we are sorry, but you have to wait for the feedback from Now, as you have already signed up with them, thanks.

[Graemealex]

Thanks for the reply but it’s not of much comfort to be honest. I have my doubts the email will be promising, but I live in hope. NOW aren’t proving very helpful and the lack of support/help from Talktalk is so poor. To keep being told it’s just a NOW problem doesn’t help in any way. Should Talktalk not be in contact with NOW to try to help resolve the problem? Maybe they are, but the silence is deafening.

[siphosethu-TT]

I'm really sorry about this, I do understand how frustrating this must be for you. Please hang in there while they look into this for you, I really wish there was something I can do to speed up the process but there's not much we can do in our end now. Let's just wait till you get the email, perhaps it might be promising. Thanks

[Graemealex]

Still not working. Contacted NOW yet again. Got annother adviser who didn’t know anything about the problem with the switchover. It has now been ‘escalated’ to their ‘concern team’  and I will get an email. I’m not holding my breath. And still no proper assistance from Talktalk. Just washing your hands of the problem really isn’t good enough.

[kanya-TT]

Hey there, @Volkhov1, for future purposes pleases start your own thread when you have an issue, so it can be picked and solved. 

Kanya

[Volkhov1]

Likewise.Even though I have ref number from now TV, the handler still asks the same questions, very frustrating.

[Graemealex]

Still not working. Given up at the moment on my daily online chats with NOW and Talktalk as I’m getting nowhere. And it’s beyond frustrating when some of the NOW advisers seem to have  no idea Talktalk provided NOW and that customers have been transferred over, and equally frustrating that some of the Talktalk advisers are unaware of what is going on and some still giving the impression that Talktalk is still providing NOW! There is no joined-up process here, with neither side seemingly aware of what is happening. And still no email/statement from Talktalk or NOW to explain what has happened and what is being done to rectify the problem. Just left in limbo with no information about what happens next or when.

[Graemealex]

Still not working. Just spent 30 minutes in a chat with a NOW adviser. Demoralising. They had no idea what I was on about and even less of an idea of how to fix it. They suggested updating my payment details which needless to say didn’t work. 

[kanya-TT]

We apologize for the inconvenience many have experienced during the transition after we transferred the subscriptions to NOW TV. We understand how crucial it is for this process to go smoothly. However, I must emphasize that this is now an issue related to NOW TV, and they are the only ones who can assist, as we have handed everything over to them regarding NOW TV. You are welcome to file a complaint using the help article linked below.

Raising a complaint

Kanya

[Graemealex]

I’m kind of surprised that your senior teams don’t already know about this situation. I was initially told the switchover would be simple but it has turned into a total mess. If it IS only me who is affected then I guess it is unimportant to Talktalk but if there are more people struggling to get this to work then surely Talktalk needs to put a bit more effort into trying to get it resolved - even if that actually means liaising with NOW. 

[kanya-TT]

I'm sorry, but there's not much we can do at this point. This is an issue with NOW TV. I can escalate this to our senior teams to make them aware of the problem, and they may be able to communicate with NOW TV directly. However, to be honest, there's not much more we can do, Graeme.

Kanya

[Graemealex]

A bit of (any) help from Talktalk would have been appreciated. As it is I’ve been left to try to sort this out myself -  time-consuming and frustrating. And I’m guessing I’m not the only Talktalk customer in the same situation. I find it difficult to believe that Talktalk don’t know anything about this. Even a statement or email acknowledging that there is an issue (whether it’s with Talktalk or NOW) and it is being worked on would have helped to explain the situation. Instead I’m left contacting Talktalk and NOW several times and getting contradicting stories. As I said before, the customer service here is non-existent.

[kanya-TT]

We are so sorry to hear that, @Graemealex. Because NOW TV is dealing with this, I am afraid there is nothing TalkTalk can do, you will have to wait for their outcome. 

Kanya