TV not activating

[ben_flugel]

I signed up to Fibre 900 which went live on 25th Sept. I also added tv and Now TV entertainment.

I've been unable to activate Now and the TV add on shows as inactive on my account. 

Numerous attempts have been made to rectify this but still nothing. 

I've Sept a combined total of 6 hours on the chat service and nobody is able to help. I'm hoping someone here can please? 

[Karl-TalkTalk]

Hi

I'm showing the package active on our systems now, just waiting for our Vendor to confirm if they have added the packages to the back end to get the boost working.

Karl

[ben_flugel]

Although it looks like it's all synced up on the Talk Talk side, I still don't have the Boost showing on the Now side. 

Will this just take a little more time for it to be actioned? 

[Karl-TalkTalk]

Hi

Yep, when it all syncs up, the NOW TV packages will then show as active on our side.

Karl.

[ben_flugel]

Great, thanks for the update Karl. 

I can see the Now TV stuff in my account and the Entertainment pack appears as an active add on.

Still no boost in Now but hopefully your US vendor will sort that fairly swiftly. 

My Talk Talk account still shows my order is processing on the main account page. Will all right itself once everything syncs? 

[Karl-TalkTalk]

Hi

I've heard back from my contact here, and a quick update as to what happened with your account.  the activation actually took place on the NOW TV side at the same time that an auto cancellation took place on the TalkTalk side, so services activated with NOW, but the packages did not appear on our cloud platform.  They have raised this to our vendor to manually add these on the back end, and when this is done, our systems here will pull the info across so all systems will be in sync.   Our vendor is US based, but usually gives a quick turnaround, so I expect this to b completed soon.

Regards,

Karl. 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[ben_flugel]

Perfect, thanks Karl. 

Let me know when I need to check again. 

[Karl-TalkTalk]

Hi

I can see the email was sent, but nothing has changed on the back end, so I still need our vendor to take a look.

Karl

[ben_flugel]

Not sure if it means anything but I've just received my Talk Talk email confirming my Now membership has been activated. 

Nothing in changed in Talk Talk or Now accounts though, exactly as it was this morning. I get an error on the Talk Talk Now TV page.

[Karl-TalkTalk]

Hi

Ok, thanks for confirming.  I've requested this is raised to our Vendor to take a look for me.  They can manually add the HD Boost at the back end, I just want them to check the rest of the account looks as it should on their platform.

Thanks  

Karl. 

[ben_flugel]

Thanks for checking this out Karl. 

And yes, Now TV entertainment is showing as active and managed by Talk Talk in my Now TV account. I activated am able to watch entertainment programmes.

Boost however, is not showing as active and is available to add directly with Now TV (which I haven't done). 

[Karl-TalkTalk]

Hi

I'm still seeing Now TV showing as active on your account so have passed the details to one of our product managers to take a look.

I have checked to see that the Now activation token is showing within the third party cloud platform, but the NOW TV options including the boost are not showing.

If you log into your NOW TV account, is it showing the Entertainment option as managed by TalkTalk.

Thanks  

Karl. 

[ben_flugel]

Hi Karl, 

Back to showing an error on my account under the Now section.

Still only have Entertainment showing as active on Now directly. Boost not showing still.

Are you able to check your side to see that it's all gone through properly please? Thanks! 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[ben_flugel]

I shall do, thank you Karl.

[Karl-TalkTalk]

Hi

Glad this has been activated for you now, let me know in 24hrs if everything is working / activated and if not, I'll see whats going on.

Karl.

[ben_flugel]

Good news from me. I've been able to activate my Now Entertainment pass and link to my existing Now account. 

It may be because I've only just done it but my Talk Talk account shows it isn't activated yet.

My Now app shows NOW Boost isn't activated either. But again, I may be too quick. 

[Karl-TalkTalk]

Hi

A comms has been published for all agents making them aware, and our developers are working to resolve the issue as quickly as possible.

Karl.

[ben_flugel]

Thank you Karl.

It would be helpful if someone told the team on the chat service. I have been taken round the houses (then back again) as they clearly aren't aware of the issue.

Annoyingly I'm £5 for the TV service which I only got as it included the Now TV Boost add on so I don't feel I'm getting what I paid for.

[Karl-TalkTalk]

Hi Ben

We have an incident raised for some NOW TV activation emails failing to automatically to send.

Our developers are currently investigating and I'm monitoring for any updates at the moment.  As soon as I get the next update from our Incidents Team, I'll let you know here.

Regards,

Karl.