Now tv boost

[SueJo1]

I have Now tv Boost through Talktalk. I want to remove it to enable me to subscribe to Now tv Ultraboost.

2 hours contact with talktalk and now tv, neither take responsibility. Now tv say they cannot remove it as the subscription is through a 3rd party. Talktalk say only Now tv can remove it. Unbelievably stressful.

Advice on here was to contact Now - hit a brick wall with both companies.

[SueJo1]

Someone somewhere seems to have cancelled Boost BUT not removed it from my Now account so I only have access to one screen. This is getting worse rather than better. You asked me to wait but I have heard nothing! Please inform me of any developments. Thank you

[SueJo1]

Can you update me on this please?

[SueJo1]

Thank you

[ferguson]

I wish I could answer that. All I can say again is that myself and others are agitating behind the scenes for a resolution. 

[SueJo1]

You have summed that up brilliantly! Why can’t Now and Talktalk understand the fundamental problem?  It is incredibly frustrating!

[ferguson]

I don't blame you. Although as a long-term user of NOW TV I have found their service very good and their pricing for much Sky TV content far cheaper than the alternatives.

The issue seems to be that when TalkTalk were franchising the NOW service they included the Boost at no extra charge, a great bonus for those wanting to watch on multiple devices and in HD. This Boost was always a separately paid for feature for those of us who subscribed to NOW directly. But now more limited than it was before, with Ultra Boost the choice for the best experience. Somehow this has got clogged up in a system issue since TalkTalk stopped providing the service via them, with erstwhile TalkTalk customers unable to make a change because it was not previously separate. 

That's my simplistic understanding, but I would have thought that somebody in either company could work this out and find a solution. In the meantime it is tarnishing both of their customer repuations. 

[SueJo1]

Thank you.

Both companies have been extremely disappointing. I couldn’t believe that the last message from Talktalk support asked me if I had contacted Now! 
I am looking to change all providers.

[ferguson]

I am so sorry that you have got no further forward. I am also disappointed that TalkTalk seem unable to help. 

[SueJo1]

Thanks, I‘m not sure I have any confidence in ‘behind the scenes’ activity but I have run out of time to spend hours contacting both companies. 

[SueJo1]

Are you joking? I have spent hours contacting Now tv! 
They insist it is a Talktalk probkem and Talktalk insist it’s a Now problem. Meanwhile we cannot access enough screens.

[kanya-TT]

Hey there, @SueJo1. Have you contacted Now TV?

Kanya

[ferguson]

Ah, OK, thanks for that. At least we have managed to clarify a couple of things, even though it hasn't helped to move your issue forward. I can tell you that your case and others in a similar situation are being looked at behind the scenes, sadly I cannot offer any more. 

[SueJo1]

I have nothing other than Boost through Talktalk  and there is no facility for me to cancel Boost. Managed by Talktalk according to Now but Talktalk insist they have removed it! So it goes on! 

[ferguson]

OK, can you not just cancel whatever you have remaining through your TalkTalk offer, Entertainment I presume, as I suggested earlier? 

[SueJo1]

Thank you. I already subscribe to sport and cinema through Now - I successfully changed that when there were good offers but the Boost remained. I appreciate that I benefitted from a free service for some time. However when Now introduced Ultraboost they reduced the available screens on Boost from 3 to 2. I want to have 3 screens available as we are a sport watching family. I can’t subscribe to Ultraboost until someone removes Boost. This is the sticking point - Talktalk say it’s Now

Now say it’s Talktalk and so it goes on!

Certainly an impasse! 

[ferguson]

OK. From what I recall in previous times subscribers via TalkTalk had to cancel their existing packages and wait until they elapsed before being able to sign up directly with NOW. Perhaps somebody here can answer that, or ask the same question of NOW to see if you can get past this seeming impasse? 

[SueJo1]

Free through Talktalk

[ferguson]

Who is presently billing you?

[SueJo1]

Still no change, no updates. 
The only thing I have been told since early August is contact Now. 
Now just as bad - contact Talktalk. Repeat the same things over and over again. I actually think I have been patient considering the hours I have spent on this.

[Mandisa-TT]

I understand, While I understand that you may feel this is a TalkTalk issue, we will do our best to clarify the situation and provide you with a comprehensive update. Please allow us some time to look into this, and I will keep you informed of any developments. If you have any additional information or specific details that could assist us in our investigation