Firstly this is a customer forum, so don't expect a reply from Now TV staff.
Secondly is this relating to broadband or TV passes?
Just because you don't use a service or watch content means your passes will be cancelled, you have to this yourself by logging in via your email/login details.
There is customer service for Now TV, broadband has a dedicated call center. And TV you have Live Chat.
Assuming this is relating to TV, you could try speaking to an agent on Live Chat.
1. NOW TV account & payments
2. Cancelling or renewing NOW TV Passes
3. Drop down 'How to get in touch'
4. Live Chat
FYI that I do not work for NOW, just a NOW customer trying to help