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RoyB
Legend

Enquire Within - a highly unofficial Now FAQ

As per

https://community.nowtv.com/t5/Off-Topic-Chat/Getting-started-on-the-Community/m-p/525297/thread-id/...

there are some key things about the Community to know:-

“It’s a great place to find useful advice and tips for getting the most out of NOW TV. However, our members are customers just like you so while they’ll be able to offer great advice on more common issues and help you troubleshoot any problems they won’t be able to help with any billing issues, changes to your account or services.”

Likewise any broadband problems that go beyond what advice from other members can cover.

Here are four top tips for items that come up over and over, and these may save you some time or some grief:-

‘My daughter/son/mother/father/brother/sister/flatmate/friend accidentally bought a pass on my account.’

You have to talk to Now to resolve this (see lower down for how), but better to avoid it in the first place by setting a Payment PIN.

‘An unknown or unauthorised person is using my account.’

Or worse, has bought a membership on it, though a Payment PIN will stop that.

‘Unauthorised’ is often an ex-partner who you don’t want to have access any more.

There are various circumstances ‘unknown’ can happen under; always, when disposing of a device, TV, stick, or what-have-you, make sure you are logged out of Now, and preferably Factory Reset it before disposal, so your account can’t be used by whoever has it next.

To solve the issue under any circumstances, you need to reset your password; but as this isn’t enough on its own, there is a step there to blow every device off your account (including all your own, unfortunately, except for the device you are actually doing it on), so they can’t carry on using your account.

https://help.nowtv.com/article/managing-my-devices#

Read  and follow ‘How to sign out of all devices’

‘I don’t have Boost, and when I want to switch from one device to another, it makes me wait up to ten minutes before I can.’

If you exit cleanly from the content on the first device (no need to exit the app), you can start on another device almost instantly.

https://help.nowtv.com/article/managing-my-devices#

Read and follow ‘Getting a 'too many streams' error message?’

’I cancelled my memberships, but I’m still being charged.’

I’ll just cover the two main possibilities here, though there are others.

Maybe you didn’t cancel completely? There are four steps, and you need to go through them all. And you should get an email,confirming cancellation. But go into 

Manage Account/Now Membership

and make sure than none of the memberships you thought you had cancelled are offering Cancel Membership. If they are, repeat the Cancel.

The other possibility is that you have another account that you are being charged for memberships on. This you can check, as far as is possible, with

https://help.nowtv.com/article/cancelled-but-still-being-charged

another useful option from the very fine Help.

But what if you have a different issue?

Well, Now don’t make it easy to find, but they do make it possible to contact them if that is the sort of help you unavoidably need.

But while it’s tempting to dive straight in with that, Now want you to check out the very comprehensive Help before contacting them, to save you needing to contact them if at all possible. The much maligned Nowbot, whose siren call is ‘Get Help Quicker’ is actually very useful for showing you what you can find in the Help.

But when the Community can’t help, and the Help really can’t help, the following link leads you to direct contact with Now:-

https://help.nowtv.com/article/how-to-contact-now

Avoid ‘Get Help Quicker’ there; the Nowbot, while it means well, doesn’t know its own limitations, and it won’t help you once you get to this stage.

Also note that for Broadband customers only with Broadband-related issues only, the link will let you contact them via telephone.

Or, more directly, but again for Broadband customers only with Broadband-related issues only, call 150 from a Now landline, or take your pick of:-

0800 759 1213, 0330 041 2518, 0330 041 2462, 0330 332 3050, 0330 041 2473, 0333 759 4816

Rather than chat to Now though, you might prefer to email them, which you can do on

customerservices@ nowtv.com

(omit the space, needed here as the Community software ‘eats’ any properly formed email addresses we might try to post).

Some problems can be better expressed in an email, but it’s up to you.

Good luck!

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
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