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Community Manager
Tom-R
Posts: 2,308
Registered: ‎11-01-2013

NOW TV unavailable Sunday 11th May

[ Edited ]

We're aware that some customers may be currently unable to watch NOW TV. You may experience:

 

  • Interruption to playout if you're already watching
  • An "Oops, something went wrong" error message

This doesn't affect all customers, and we're working on fixing it for everybody as quickly as possible. We're really sorry for any inconvenience in the meantime.

 

To be updated as there's news, click Topic Options and Subscribe above this post.

Community Manager
Tom-R
Posts: 2,308
Registered: ‎11-01-2013

Re: NOW TV unavailable Sunday 11th May

[ Edited ]

Update:

 

We'd like to apologise again for this afternoon's issues. We're working as hard as we can to get things running as soon as possible.

 

We'll be contacting all sports pass customers automatically to provide a refund or a replacement pass. You don't need to do anything to make this happen.

Community Manager
Tom-R
Posts: 2,308
Registered: ‎11-01-2013

Re: NOW TV unavailable Sunday 11th May

[ Edited ]

The service is now back up and running. We're really sorry for any interruptions to your viewing this afternoon.

 

We'll keep you updated on what we're doing to make things right via this topic.

 

If you'd like to comment about this, please feel free to do so here. We'll be merging all comments and questions about this into that topic.

Community Manager
Tom-R
Posts: 2,308
Registered: ‎11-01-2013

Re: NOW TV unavailable Sunday 11th May

[ Edited ]

We're incredibly sorry about yesterday's viewing problems. This isn't a good enough level of service for you and we're working round the clock to make things better.

 

Please check here for updates later today. 

Community Manager
Tom-R
Posts: 2,308
Registered: ‎11-01-2013

Re: NOW TV unavailable Sunday 11th May

We know NOW TV hasn’t been working as it should have been and we’re incredibly sorry for the interruptions to your viewing. We are emailing all affected sports pass customers tonight to provide a refund or replacement pass. You don’t need to do anything to make this happen.

 

We have already identified those movies and entertainment customers whose viewing was affected and will be in touch tomorrow with a gesture of goodwill.

 

We want to assure you that we’re working tirelessly on this complex technical issue. This is our top priority and the whole NOW TV team is focused on making sure we are doing everything we can to make things better.

 

If you'd like to be updated as we've sent these emails out, just click Topic Options and Subscribe above this post. If you'd like to comment on this, please go to this link.

Community Manager
Tom-R
Posts: 2,308
Registered: ‎11-01-2013

Re: NOW TV unavailable Sunday 11th May

[ Edited ]

We've now sent refund emails to all customers who purchased a pass directly from us (excluding bundles).

 

It's taking a little while longer to send the emails to those who used a voucher code (eg. from a bundle our bought from a third party), but we're working on that now and will send those emails to you later today.

 

We'll also be contacting affected movies and entertainment customers by email later today too.

 

We'll confirm when all of these emails have been sent.

NOW TV Team
Jen-S
Posts: 201
Registered: ‎26-11-2013

Re: NOW TV unavailable Sunday 11th May

We have now sent out emails to all of the affected Sports customers. Please check your inboxes and spam filters for this message. Your refunds will be paid back into your bank accounts over the next 3-5 working days. 

 

We’ll also be sending emails to affected Movies and Entertainment customers automatically, but these emails have not yet been sent. We will update this topic when we have sent these messages. 

Community Manager
Tom-R
Posts: 2,308
Registered: ‎11-01-2013

Re: NOW TV unavailable Sunday 11th May

Update:

 

All emails have now been sent to affected sports, movies and entertainment customers. Please check your inbox, as well as junk and spam folders if you haven't seen yours yet.

 

Thanks again for your patience during the issues, and whilst we've been arranging for the emails to be sent out.