Now tv still no boost

[Staciejeffrey]

Decided to add now back to my package hoping this problem had been fixed ...we signed up to a product that says watch in HD without adverts and there is no HD boost active ...and I can see a lot of peope are in the sane boat..and all that I see that is happening is let's take it off and put it back on ...same story still no boost ...when will this be fixed ? 

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[Staciejeffrey]

Thank you so much karl ..any issues in future I'll be sure to bring the headache to you 🤣🤣 

At times I thought we wouldn't get to the bottom of it 

Really appreciate it 

[Karl-TalkTalk]

Hi

Really glad this is working now, I've had a few sleepless nights over this one.

I've also added a credit to cover the entertainment boost for 2 months.

Thanks  

Karl. 

[Staciejeffrey]

We have lift off karl ..no adverts ...my God it's been painfull 

[Karl-TalkTalk]

Hi

They did have a call around 4pm yesterday. I'm just reading through their email chain that is still ongoing this morning.

I can see a lot of requests to extract data to see if the reference has updated.  They are showing the HD Boost as activated so am just waiting to see if the reference ID has been changed.

You can still check at your end to see if the HD boost shows as activated in your NOW TV account or see if HD is available for any content on your TV.

Thanks  

Karl. 

[Staciejeffrey]

Did they have the call ? Any further forward? 

[Staciejeffrey]

Thanks karl .looking forward to what they say 

[Karl-TalkTalk]

Hi @Staciejeffrey 

There is a call booked for tomorrow between our vendors and other teams to discuss this issue directly with all parties.  Then I should know more.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi @deanshaw 

Please start your own thread is you require assistance.

Thanks  

Karl. 

[deanshaw]

Apologies for jumping in again. I had 1 hour on live chat yesterday and another hour today trying to get TT to cancel my Now because the HD 5.1 boost doesn’t work.  I had more fun when I had my vasectomy and it didn’t take as long!

[Karl-TalkTalk]

Hi

As it's with the vendor and the teams over at Sky, nothing we do here would expedite this. 

We here, (especially me), want this resolved asap, but as this has been passed over to the Teams at NOW TV etc, we are waiting on them, and we are applying as much pressure as we can.

I'm not the only one that is on the email from this morning, our senior product managers are also looped in, in addition to our online senior management team, so I've made sure that this is flagged as high as I can take it.

Karl.

[Staciejeffrey]

It's madness to me that I purchase a product and talktalk cant even produce it ..

This is not aimed at you karl I know your helping the best way you can 

Is there any way I can escalate this or have I just got to hang on ? Would making a formal complaint speed things up ? 

[Karl-TalkTalk]

Hi

i wish I could give you a definitive answer.

I've had an email this morning from our Vendor, they are going to be discussing this with the Teams over on the Sky / Now TV side and have advised this will be arranged for next week.

Karl.

[Staciejeffrey]

Still nothing karl ? 

Feel like we are at a standstill with it and I'm paying for a product I'm not getting 

Is this goimg to be weeks or even months ? 

[Karl-TalkTalk]

Hi

The Team are still working the vendor, but nothing as yet,  I'm checking daily on a couple of cases with them for any updates.

Karl.

[Staciejeffrey]

Any further forward ? 

[Staciejeffrey]

Okay hopefully they can sort it ...cant stand the sound quality  and picture without the boost 🤞 they can get to the bottom of it 

[Karl-TalkTalk]

Hi

The Vendor has replied and advised they are looking at this internally.  The vendor that looks after the subscription on the Sky side has advised that an old reference ID was submitted, however our vendor is querying this as the reference equates to your subscriber ID so this should not have a date restriction etc.

So for the moment, there are still discussions ongoing between the two vendors.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi Stacie

I've been chasing this from this morning.  I've emailed our vendor directly to request a progress update and am just awaiting their reply.

Karl.

[Staciejeffrey]

Any progress karl 🤞