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.

[fr8ys]

@SueJo1 unfortunately with the bank holiday weekend I doubt there will be any update now until at least Tuesday.

[SueJo1]

Still no change!

[SueJo1]

Thank you for the update. Let’s hope for a resolution tomorrow!

[Lorrainef]

Thank you,  the issue however, is definitely on their side. The project team have spoken to them and they need to complete a process on their side. They came back with a timescale by the end of this week but we've asked for it asap (I know tomorrow is Friday!). Soon as I get another update I'll pop back on here.

[SueJo1]

This is the latest email from Now for information 

Hi Susan,

Ref: 33292199

Thank you for getting back to us and We’re really sorry to hear about the frustration you’ve experienced. We understand how difficult it can be when issues feel like they’re going in circles and we want to assure you that we take your concerns seriously.

While TalkTalk and NOW are separate companies, we’re committed to working closely with them to resolve any issues impacting your service.

Again, I'm requesting you that I wish I'd cancel the NOW Boost for you but we don't have access to cancel the membership which is via Boost.

Also, you are paying for the NOW Boost to the Talk Talk  and they only have access to cancel it for you.

You just need to contact Tal Talk and tell them that you have the NOW Boost active from TalkTalk and they will be able to cancel it for you.

We truly appreciate your patience and are here to help you get this sorted.

[SueJo1]

Thank you very much.

[Lorrainef]

Hi, I am sorry and thank you ferguson, I am indeed trying to get further updates on this.  The issue is taking longer as the fault is on NOW's side.

Our project team are working with NOW to try and get this resolved and we're currently waiting to hear back from them. As soon as we have an update I'll post in here to let you know.

[ferguson]

I can assure you that this has been taken seriously. @Lorrainef, who posted on this thread earlier, is a senior manager and is working personally to move this forwards. 

[SueJo1]

I don’t know about full HD I’m afraid. We certainly could not get 2 screens this evening. Behind the scenes are taking their time! I wonder if this is because, to them, it’s an insignificant problem. 

[ferguson]

@SueJo1 

That is odd, because Boost should allow 2 users at the same time. So it appears that you are not getting the benefit of it at all, even though it seems to be irremovable? Are you still able to view in full HD?

[SueJo1]

My subscriptions are complicated, all run from different dates so I am reluctant to cancel and start again. My instinct is to leave both Talktalk and Now completely. As for discussing anything with Now - I can’t face it at the moment but thank you very much for your suggestions I appreciate  you thinking this through for me. 

[fr8ys]

@SueJo1 

One day it will work. I know they are looking at this behind the scenes as you've been advised.

Can I ask, are you on a special deal with Now that would cost you financially if you cancelled and set up a new account?

If not, then if you set up a new account under a new email address you'd probably be able to add the boost.

If you do have a deal, it might be worth chatting to Now to see if they'd transfer your deal to a new account so you can get the boost and not lose out.

[SueJo1]

And another day goes by with no change. We can only use one screen so it seems no Boost is active. Still saying managed by Talktalk . Now still saying they can’t do anything. Talktalk still saying they can’t do anything 🤷‍♀️

[nomfezeko-TT]

Hi @SueJo1, thank you for sharing your concerns regarding your subscription, I understand that you are facing difficulties with the cancellation process, I am so sorry for the inconvenience this is causing. As per Lorraine, this has been sent to the Tv team who are in contact with NOW and once we hear back, we will definitely post it here. 

[SueJo1]

Just to update you, Now are still insisting that Talktalk have not cancelled the subscription! There is nothing they can do! 

[SueJo1]

Thank you

[Lorrainef]

Hi SueJo1 I am so sorry for the frustration on this one, you've been incredibly patient! I've sent this to our TV team who are in contact with NOW to try and see what's going on here. It's not as straightforward as we'd hope but they are talking to we'll hopefully have an update for you soon! As soon as we hear back we'll post here.

[SueJo1]

Thank you.  I have been contacting Now on a daily basis and they are still saying that it is a Talktalk issue as my boost is still showing as ‘managed by Talktalk’ 

The articles linked do not help.

I repeat you are saying it is a Now issue Now are saying it is a Talktalk issue. I am absolutely helpless! 

[nambuso-TT]

@SueJo1 I understand that you have contacted NOW tv regarding this however Now is no longer managed by TalkTalk and your boosts are showing as disconnected on your account, that is why we have referred you to NOW tv for further help. Please refer to the below article to know more. Thanks

Now and Netflix Billing Closure - TalkTalk Help & Support

[ferguson]

They'll be back tomorrow.