NowTV HD Boost

[MLat78]

Hi, I have recently added the Now TV Sports, Cinema & Entertainment package to my account, however the TV Boost to allow HD and 3 simultaneous users does not appear and I'm being asked on screen to add for £6 pet month. I have had several online chats and an hour long telephone call and the issue is still now resolved???

[Karl-TalkTalk]

Hi

Is the NOW HD Boost Now working ?

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

Can you confirm if the HD Boost is working or not working for you currentlly.  Our teams here are testing a fix.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

I can see you have spoken with our teams last night, and they are proceeding to remove the NOW TV options from the account.

I will step back from this to allow them to proceed.  If we have too many trying to work on your account it will confuse matters and make things worse.

Karl.

[MLat78]

Good luck with that Karl, im still waiting to hear back from them as well!

[Karl-TalkTalk]

Hi

I've reached out to our billing teams here to see if they can take a look at your account and correct the billing issues that are showing.  I'm waiting for them to get back to me.

Karl.

[MLat78]

Hi Karl,

This the problem that i have been trying to explain for the last 2 weeks, i can confirm that i have Sport, Cinema & Entertainment.

I agree that it does not mention the TV Boost in my account, however i am physically unable to watch on more than one device at the same time so that is my justification for knowing that i do not have this boost.

As the add ons total £99.96, these have been added more than twice.

My big problem now is that no one at Talk Talk is doing anything to resolve these issues, and more importantly the customer services have now told me on three separate occasions that they will call be back and i have still not received a single phone call!!!

[Karl-TalkTalk]

Hi

OK, thanks for confirming.  You will never get confirmation that the HD Boost has been added or included.  The HD Boost itself is usually added at the back end, directly on the TV cloud platform.  No HD Boost physically exists on our systems, so will never show within your account.  This makes it difficult for Agents to track unless they have access to the cloud platform or know which development teams to raise issues , to check that provisioning orders have gone through in the background.

A quick look at your account, it looks as though the Entertainment / Cinema & Sports options have been added twice to the account, so this will explain the extra charges that may show.

This is going to cause issues, and may not be a quick fix.  I'll need to get all these options removed from the account and wait for them to cancel / clear before we can get the items added back again.

Karl.

[MLat78]

HI Karl,

Thanks for the response, i only ordered Sports, Cinema & Entertainment with the confirmation that the TV Boost was included.

Thanks

Mark 

[Karl-TalkTalk]

Hi

I'm seeing a few NOW TV additions on your account, so lets clarify a few things before I start messing about with anything.

What NOW TV products did you request.  was It just entertainment or was it all of them, entertainment / cinema / sports etc.

Karl.

[MLat78]

Hi Karl, the Talk Talk customer service is getting worse by the day. I have spent an hour on a call to Talk Talk (again) today and was promised a call back which has not materialised (this is the third) occasion. My account is now showing 15 add on to a cost of £99 without any explanation and I was told to contact Now TV directly with a phone number for NOW pensions!!!!! 

[Karl-TalkTalk]

Hi

I can see the notes from you calling in.  If the NOW TV services are not activated after 14 days, the services will usually auto cancel however it does look as though this was stuck.  I can see that a cancellation was placed on the NOW Services with a completion date of the 10th, so that when this is completed the services can then be added again.

Karl.

[MLat78]

Hi Karl,

Why have the services been cancelled?

I still have not received any resolutions from Talk Talk despite several promises of calls to provide an update.

I have been a talk talk customer for many years but I have never received customer service as bad as this, 

[Karl-TalkTalk]

Hi

Sorry for the delay, I was unavailable last week.  I can see a cancellation order has been placed for Now TV services that will complete on 10th.

Thanks  

Karl. 

[Michelle-TalkTalk]

Hello,

I'll ask my colleague Karl if there is an update on this for you.

Thanks

Michelle

[MLat78]

Thanks Karl, for clarity the Sports, Cinema & Entertainment boost are all working it is only the TV Boost that allows 3 users that is not activated. I did not receive any activation codes for any of these boosts they automatically activated on my Now TV account that was set up several years ago.

[Karl-TalkTalk]

Hi

I've raised a ticket to our back office teams so they can look at this for you.

Thanks  

Karl.