Now TV HD add on

[Badjester]

Hi, I need some help regarding my Now TV subscription that was taken out via TalkTalk when I signed up. I have since left TalkTalk for all services but I continue to have an issue with my Now TV account. When I had TalkTalk I had broadband as well as the TV hub including a Now TV pass with an included offer for the HD boost for free. Since leaving TalkTalk I have had a problem where if I try to take the new UHD boost direct with Now TV, there's an error saying I can't. As I technically still have the free HD boost billed by TalkTalk on my Now TV account. This has been blocking me from either removing the boost, as they say to contact TalkTalk. Plus I can't add the UHD boost on because of this. I really need someone to remove the free HD boost on my Now TV account via the TalkTalk system. I have emailed Now TV and they just tell me to contact TalkTalk. Can someone please help with this? Thanks!

[Karl-TalkTalk]

Excellent, thanks for confirming.

Karl

[Badjester]

Hi @Karl-TalkTalk 

Yes I was able to add the UHD on now thanks.

[Karl-TalkTalk]

Hi

I've been advised that this should be resolved now.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

I've emailed the Teams again and copied in senior managers to apply more pressure.

Thanks  

Karl. 

[Badjester]

Hi,,

It's over two weeks since the 'follow up' and the problem is still there. 

[Karl-TalkTalk]

Hi

i've emailed the Team to see if a they are following this up with Sky.

Thanks  

Karl. 

[Badjester]

Hi @Karl-TalkTalk 

Just to let you know the add on is still active on my account.

Cheers.

[Badjester]

@Karl-TalkTalk 

Ok thanks for the update.

[Karl-TalkTalk]

Hi

Our Teams have advised that they are aware of this issue and that the proposition will be fully removed on the 15th, and they will follow up with Sky on the 16th.

Karl. 

[Badjester]

Hi @Karl-TalkTalk 

Is there any update on this? As I checked tonight and the issue is still there.

Thanks.

[Karl-TalkTalk]

Hi

Head of billing services has picked this up and advised they will look at this, and get this sorted for me.

Thanks  

Karl. 

[Badjester]

@Karl-TalkTalk  ok thanks

[Karl-TalkTalk]

Hi

This is a really strange one.  I've emailed the details over to the product manager, our head of entertainment services and head of billing services also, to get their take on this one.

Thanks  

Karl. 

[Badjester]

Hi @Karl-TalkTalk 

Thanks for the reply. I did give it to today but it hasn't made any difference. I'll add some screenshots, one from my account which literally shows it's still added via TalkTalk. The other two show what happens when I try to watch in UHD on Now TV. Thanks.

[Karl-TalkTalk]

Hi

I've been going through your account here, everything is closed, all references to NOW TV show as cancelled on the account, so that bit is correct.

I've been poking around the back end TV system that sits between our system and our cloud TV management systems with our supplier etc.  I did find a reference to a HD boost listed and have removed this from the system.  This may take a little time to update the rest of the systems, a few hours etc, but this is the only reference I can see.  Lets see if this changes anything.

Karl.

[Badjester]

Hi @Karl-TalkTalk 

This is becoming extremely annoying as I'm just being pinged back and forth. Firstly I can't just simply create a new Now TV account as I'm on a min term contract with them. So I have to use the one I have now. I have just spoken on their online chat for the 3rd time. Again I am told that as I was billed for the free HD Boost via a 3rd party (TalkTalk) that I need to speak with them. She gave me the number to call and it appears everything with TalkTalk is now automated. No wonder I left! Every time I call the automated voice tells me I'll get a message to sort everything online. Well I can't sort it online. So I'm just going round in circles here. Even my Now TV account tells me to to contact TalkTalk GB when I try to take the UHD boost with them. Because it's still attached to my old TalkTalk account.

[Karl-TalkTalk]

Hi

I've checked here and the account is fully closed with no active NOW TV products showing.

We have no access to your NOW TV account, only they can access this.  I would suggest you try the chat option with NOW TV Directly to see if they can update your NOW TV Account and services.

If they refuse to do this, you may have to re-sign with NOW TV using a different email address to reinstate all services with them.

Thanks  

Karl.