Unable to add Now entertainment

[Silver44]

I’ve been trying to add Now entertainment since the 17th May.

Using the chat service I signed up to Now Sports and entertainment at the same time. I received activation links for both and I had no issue with the sports but when I clicked the entertainment link I got an error message - see photo.

I have contacted talktalk via chat several times about this but nothing is being done. After 2 weeks I was sent another activation link but the same error message occurred.

please can someone help?

 

[Karl-TalkTalk]

Hi

What makes this more difficult is the integration between our systems and Now TV, if a component is missing of one system it can affect the others, so it can be difficult to resolve.

Karl.

[Silver44]

Hi Karl

Thanks for looking into this.

I don’t want Now Sports removed. Is it possible to fix the issue with Now entertainment without removing the sports package?

if not then just leave things as they are please and we just won’t bother with Now entertainment. 

I really appreciate your help but it’s bad customer service from Talktalk that it will take weeks to resolve what seems like a very simple issue. I don’t understand why it’s so complicated .

Thanks anyway

Laura

[Karl-TalkTalk]

Hi

none of the Now TV packages are showing on the TV platform, however sports are showing on the account. Entertainment is showing as cancelled but there are still open orders showing that are still open from 17th May.

We need to remove all NOW TV options from the account, and get all open orders closed before we can proceed. 

I've made a change to the account today, then will see if this completes in the next 24hrs, then I'll need to raise internal tickets to have the open orders closed down.

I wish I could give a timescale, but we are probably talking in weeks.

Karl.

[Silver44]

Hi Karl

I’ve just had an email from Talktalk stating Now entertainment has been cancelled as I didn’t activate it. 

Please will you have a look and see if you can fix it. I originally added it on 17th May and then again 2 weeks ago  (via chat) but it just got stuck again. 

Many thanks 

[Karl-TalkTalk]

Hi

I've been advised that it will be another 7 days for the order to complete, and I'm unable to override this.  

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

Sorry for the delay, I'm chasing this up today.

Thanks  

Karl. 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Silver44]

Thanks Karl

[Karl-TalkTalk]

Hi

It looks like a possible stuck order on your account from 17th MAY.  I've raised a ticket to our support teams to have this manually set to completed as this will stop any future orders from progressing.

Once this is marked as complete, I can then see if the future order to provide Now Entertainment will progress or will need to be raised again.

If a NOW TV product is not activated within 7 days, then it will cancel on the system.  

Thanks  

Karl.