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 ? 

[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 🤞

[Staciejeffrey]

👍

[Karl-TalkTalk]

Hi

This has been passed back to our vendor who are working on this.  I'm still waiting for an update from them to see what the next steps are, and to see if they have submitted another request to add the boost. 

Thanks  

Karl. 

[Staciejeffrey]

Any movement before the weekend karl ? 

[Karl-TalkTalk]

Hi

Yes, I'm waiting on a reply from our vendor to see if they are going to resubmit this with a new reference.

Karl

[Staciejeffrey]

I see so your waiting on them now ? 

[Karl-TalkTalk]

Hi

I'm not 100% sure if its from our system or the cloud system that sits between us and Now TV etc.  It's an order ID I've never heard off or seen with our orders, so it is one that is system generated along the process, and not one that is readily visible.

Karl. 

[Staciejeffrey]

Okay keep me posted ...is that a new reference number from. Your end? 

[Karl-TalkTalk]

Hi Stacie

I'm watching the email chain back and forth for updates.  There has been a reply this morning advising they have found an old reference number on the order, and have advised a new one needs to be generated. so I'm watching for the next message.

Thanks  

Karl. 

[Staciejeffrey]

Still nothing back from the teams at now ? 

[deanshaw]

Apologies for jumping in, I thought it was a community site and was just trying to help.

[Staciejeffrey]

Thanks karl 👍

[Karl-TalkTalk]

Hi @Staciejeffrey 

A progress update for you.  Our vendor who looks after the cloud platform for us, did add the boost yesterday, but this rejected as already active, so they are liaising with the teams over at NOW TV to find out why this has rejected.  I'm monitoring our chat window here for any updates.

Karl.

[Gliwmaeden2]

Yes - I was just replying to Deanshaw.

@deanshaw, it really is better if you follow up on your own thread. It confuses an already complicated issue when people start asking questions on other people's topics. 

[Staciejeffrey]

Talktalk have got a big problem with this there is clearly a lot of people on the same boat ..and seem to be getting nowhere 

[Staciejeffrey]

I am a ralktalk tv customer they have sent me the tv hub 

[Staciejeffrey]

I am yes they have sent me the tv hub