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captainsemtex
Contributor 2

IDEA: Remove 1 device change per month restriction

Modern families have multiple devices and want to be able to consume content wherever and on whatever device they have. When you include devices like NowTV, Roku, AppleTV, Chromecast, games consoles, smart phones and tablets, it's very easy for a typical family to have 10+ devices all capable of watching NowTV content.

 

I fully understand the need to limit the number of active devices and also the need to limit the number of devices that can be used simultaneously. However the restiction to change 1 device per month is an inconvenience too far. I subscribe to multiple streaming services and none have this restriction.

 

Let me describe just how easy it is to get unstuck.

 

Both my NowTV box and Roku box are registered. As a family this is the main way we watch NowTV content. My two kids also have NowTV on their tablet devices so they can watch a different programme in their bedroom. That's all 4 slots taken for registered devices (you can spot an immediate problem if we had 3 kids!).

 

I now go away on business and want to catch up on missed programmes while away. But I can't register my tablet because all 4 device slots are filled. No problem, the kids are in bed so I remove one of the tablets so that I can add my own. Great... I enjoy my movie and all is good... that is until my daughter tries to watch her programme the next day and cannot! Again, no problem... I just remove my tablet and add hers... except now there is a warning message that I have exceed the number of allowed changes and have to wait until the first day of the next month before I can make any more changes!

 

In fact I can delete all 4 registered devices, but not be able to add a new one!

 

SERIOUSLY??

 

The support team will reset the count, but not without the obligatory, "We'll make an exception for you just this once"... like they are doing you, a paying customer, a huge favour!

 

Most services like Netflix have no device registration restriction... just a restriction on the number of simultaneous viewers. Some do have a limit on device registration, but when the limit is reached and a new device is added they simply automatically deregister the device that has not been used for the longest time. But no-one is as draconian as NowTV with their one change/month limit.

 

Hopefully NowTV will recognise that this limitation, instead of being an attempt to stop the sharing of accounts, is seriously inconveniencing genuine customers and adding an unnecessary burden to their support team. There are hundreds of related messages in the forum on this topic. Hopefully sense will prevail.

 

Thank you.

23 Replies
pethead65 Expert 5
Expert 5

Re: IDEA: Remove 1 device change per month restriction

Hi @captainsemtex 

 

Thanks for your taking the time to write such a detailed post and welcome to the forum.  You're not the first member to comment on the device limit and the monthly addition rule, however, I've done a quick search of the Ideas Section and I can't find it listed.  I know from past responses by the NOW TV Team that it's all around rights negotiated by Sky with content providers to stream content over the internet.  However, if you're suggestion is feasible, Community Manager @Tom-R will add it as a suggestion to that board so other members can give kudos and add comments.

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I'm a Community Contributor not staff, therefore I can help with issues about the service, but not account related issues.
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ROBERT2K2
Occasional Poster

Re: IDEA: Remove 1 device change per month restriction

Sorry, you have exceeded your permitted number of simultaneous streams
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ROBERT2K2
Occasional Poster

Re: IDEA: Remove 1 device change per month restriction

Sorry, you have exceeded your permitted number of simultaneous streams how can I fix this,
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Birgit-R
NOW TV Team (Retired)

Re: IDEA: Remove 1 device change per month restriction

Hi @ROBERT2K2 

 

Thanks for getting in touch.

 

Have to checked this Help article: http://help.nowtv.com/article/Simultaneous-Streams? 

 

Let me know if this does not work.

 

Kind regards,

 

Birgit

NOW TV Team

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ROBERT2K2
Occasional Poster

Re: IDEA: Remove 1 device change per month restriction

I have removed ever device that is on the account and still I can't watch nothing it just keeps saying the monthly stuff still
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Community Manager
Community Manager

Re: IDEA: Remove 1 device change per month restriction

Hi @ROBERT2K2 ,

 

The simultaneous streams error is different from the number of registered devices or changes

 

That message occurrs when you're trying to watch more than 2 streams at once this can be one separate devices or the same device. So for instance if you're watching NOW TV on a NOW TV Box downstairs and a laptop upstairs you'll see that message if you're trying to watch on another device. 

 

If your seeing the message in error it should stop occurring after 15 minutes - if you're still getting it let us know and we'll reset your devices.

 

Thanks

 

Simon

NOW TV Team

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captainsemtex
Contributor 2

Re: IDEA: Remove 1 device change per month restriction

@ROBERT2K2 does have a different problem... but as he has removed every device he now has the same problem and can only add 1 device back each month (unless he contacts Support and they are gracious enough to make an exception and reset his device count... just this once).
yescubedesign
Contributor 1

Re: IDEA: Remove 1 device change per month restriction

I would say what is a month? My next 'monthly payment' date? a month from the date I last added a device or made a slot free or the start of the Callander month. Why can't I just be told when I can add another device, simply by giving me the actual date rather than making us play guessing games
artesea Legend 4
Legend 4

Re: IDEA: Remove 1 device change per month restriction

@yescubedesign it's a calendar month. 

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