Now TV boost

[Sdsec]

I have just signed up to Now Entertainment through TT. I would like to have the Now TV boost so that I don't see adverts. Would I get that boost by adding Sky Cinema? Which would cost me £4.99 a month

[Karl-TalkTalk]

Hi

I did flag this to the product managers and they are telling me this cannot be added back without including TalkTalk TV.  The system will not allow us to manually add this here.

They are looking into why the original email was sent, and think it was related to TalkTalk TV being in place on a previous contract some time ago.

Karl.

[Sdsec]

You weren't successful in contesting with the product team, Karl, and my subscription to Now has been removed from my account. It would have been polite of TT to at least ask me whether I wanted to continue with it but no, just ended. I am not impressed. This has cost me £5 for the month that Now was active and plenty of wasted time. The cost to TT is goodwill and a lot of it. A pity after so many years of being a TT customer.

Thanks for your efforts

Stephen 

[Karl-TalkTalk]

Hi

I've taken this to the product managers that look after online services and orders, so am now waiting a reply from them.

Thanks  

Karl. 

[Sdsec]

It was all done online, Karl,  following the links that were included in the promotional email I received from TT on 30 April

Stephen

[Karl-TalkTalk]

Hi

I'm trying to contest this and find out more for you.

Can I just ask, when you added NOW TV on the 5th May, did you do this online via My Account, or by calling in.

Thanks  

Karl. 

[Sdsec]

In reply to this email of today, Karl:

<<I've been told that Now TV and Netflix options cannot be added to an account unless the TalkTalk TV Subscription is added, and as your account does not have TalkTalk TV included, any Now or Netflix subscriptions cannot be added to the account.>>

This is disappointing -

• TT advertised that I could sign up for Now Entertainment with the HD Boost and I did just that
• I got an email from TT welcoming me to Now Entertainment with the HD Boost
• I have been charged the advertised amount for Now Entertainment with HD Boost
• My Now Entertainment service was successfully started but without HD Boost
• I complained that the HD Boost was not functioning
• Following investigation into HD Boost, my access to Now Entertainment has been stopped completely
• And today I have the above email telling me that I am not eligible for the service that was sold to me because I do not subscribe to TalkTalk TV - this was not a condition of the service I was sold.

You can see why I am disappointed about this. If the only way TT can give me the service that was sold is by also signing me to TT TV then that is what TT should do but without any additional charges to me

Regards

Stephen

[Karl-TalkTalk]

Hi Sdsec

I've been told that Now TV and Netflix options cannot be added to an account unless the TalkTalk TV Subscription is added, and as your account does not have TalkTalk TV included, any Now or Netflix subscriptions cannot be added to the account.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi Sdsec

I'm having issues adding this to your account, so i've raised this to another Team to get this looked into.

Karl.

[Karl-TalkTalk]

Hi

I'm really sorry this is taking so long to resolve.  If it were just a case of adding the HD boost, I would have done that immediately.

The issue is, the HD Boost does not physically exist on any of our systems.  This is something that is supposed to be tagged on at the back end platform.

With your case, I'm going to try and remove the NOW Entertainment package from your account.  Now this will not remove until the end of the NOW billing cycle, and this can be up to a month away, however in your case, the end of the NOW billing cycle is Tomorrow.

I've placed the cancellation, then will check tomorrow to see if this has completed.  Once done, I'll re-add this, then check to see if this adds the included HD boost.

I'll make sure any discounts are also added back as well.

Thanks  

Karl. 

[Sdsec]

Hi again, Karl,

I guess it is proving tricky to correct the fault that is causing this flag to be wrongly set. And I understand that you need to get to the bottom of that for future sign-ups. But whilst the techies are working on that, could you (or they) enable the Now HD Boost for those individual customers that you already know about as we have now been waiting for almost a month.

Best wishes

Stephen

[Karl-TalkTalk]

Hi Sdsec

Cancelling the Now Boost would not work immediately as with Now TV you have to wait until the end of the billing cycle before it cancels, and there are no guarantees that this would not happen again.

Our Teams are working on the issue and have found a flag incorrectly set to 'No' , so they can see a communication failure between systems,and are working to see why this happened.  I can see some of the emails between the teams, but as these mostly contain snapshots of system logs, it's a bit over my head, but there is activity to find out what has happened, why it dit, and agree a way forward to correct this.

Thanks  

Karl. 

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. I'll ask my colleague Karl if he can provide an update on this for you.

Thanks

Michelle

[Sdsec]

Hi again, Karl. I guess it is not proved easy to get the HD Boost added - but I am grateful to you for working on it. Thinking about whether there is another way round this, do you think that cancelling and restarting my Now subscription (through TT) would help me? Another experiment I could try would be to start a free 7 trial of HD Boost on the Now website. But I can see that might make things even more complicated. Anyway, I will appreciate any guidance you can give

Stephen

[Karl-TalkTalk]

Hi

Stephen, customer support will have to go through the same process, as ultimately only our platform vendor can manually manage the back end system and add the Boost there.

I'll chase this today.

Thanks  

Karl. 

[Sdsec]

I appreciate your investigation, Karl. It is good to know what the problem is. I signed up to Now by following the links from the TT promotional email. I am sure plenty of other people will do the same, so I expect there will be others having the same experience. If your contact with the vendor does not help, please let me know so I can try contacting TT Customer Support directly

Thanks, Stephen

[Karl-TalkTalk]

Hi

The HD boost will never appear on your account, and is added on the back end by a third party vendor that manager the communication between our system and NOW TV systems.

I've checked here and cannot see the HD boost so have raised a request to the vendor to see if this can be added.

Thanks  

Karl. 

[Sdsec]

Thank you for investigating, Karl. Perhaps it is coincidence but I received an email from TalkTalk today that welcomes me to Now TV and lists the features of my subscription including:

"Watch ad-free in full HD on up to three devices at the same time. All at no extra cost. So everyone can make the most of amazing content on NOW. "

So perhaps it is just that the HD Boost has not been enabled and maybe you can arrange this?

Best wishes

Stephen 

[Karl-TalkTalk]

Hi

I've been looking into this case today, and can see that no HD Boost has been applied and this does stop adverts in on demand content etc, Ads will still show on live channels of course.

I'm currently investigating to see why this has happened.

Karl.

[Karl-TalkTalk]

Hi

We cannot control the advert shown by Now TV, and adding another subscription such as Cinema would not stop this.

Thanks  

Karl.