Non-existent "customer care", broken "live chat", uncontactable, missing refund

[Anonymous User]

I attempted to expedite my refund for returning an HDMI stick device and cancelling the (bundled) Sky Sports (month) pass.

1. Live Chat wouldn't work

2. The form at https://account.nowtv.com/payments/query/incorrect-charge wouldn't [submit] instead responding "Sorry we couldn't submit your form. Please try again later"

3. I called 0330 332 3050 spoke with Linda who said the number was for NowTV broadband customers only. I asked for another number, an (any manager's) email address to be told (unbelievably) "they don't have any". The only contact method is "live chat". When I asked who to contact when live chat fails, Linda had no answer except "wait and retry later".

Based on my personal experience of NowTV, my advice is DO NOT BUY ANYTHING from them!

In the meantime, I have notified Centre for Effective Dispute Resolution (CEDR) at [email removed]

[Anonymous User]

email Centre for Effective Dispute Resolution (CEDR) at: cisas_at_cedr.com (replacing _at_ with the usual '@' )

[Tony-D]

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@Anonymous User wrote:

I attempted to expedite my refund for returning an HDMI stick device and cancelling the (bundled) Sky Sports (month) pass.

1. Live Chat wouldn't work

2. The form at https://account.nowtv.com/payments/query/incorrect-charge wouldn't [submit] instead responding "Sorry we couldn't submit your form. Please try again later"

3. I called 0330 332 3050 spoke with Linda who said the number was for NowTV broadband customers only. I asked for another number, an (any manager's) email address to be told (unbelievably) "they don't have any". The only contact method is "live chat". When I asked who to contact when live chat fails, Linda had no answer except "wait and retry later".

Based on my personal experience of NowTV, my advice is DO NOT BUY ANYTHING from them!

In the meantime, I have notified Centre for Effective Dispute Resolution (CEDR) at [email removed]

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Hi @Anonymous User 

First of all i'd like to apologize for all of this. It is true we do not have a call center for the TV Side of things and live chat is usually a really effective way of getting thigs sorted.

When you say 'live chat wouldn't work' what exactly do you mean by this?

[Anonymous User]

At https://help.nowtv.com/gb/get-in-touch/account-orders/cancelling-or-renewing-now-tv-passes-or-now-br... I click [live chat] the button greys-out and the mouse-pointer icon changes to the "forbidden" roadsign (white circle with red border and red diagonal line).

UPDATE:  I switched browser from Firefox to MS Edge (on Windows 10) and Live Chat worked. So did submitting teh form at https://account.nowtv.com/payments/query/incorrect-charge

The FAQs should make the browser issue priminent and the techies should investigate fixes.

In the meantime, I await my refund!

[Anonymous User]

I have been trying unsuccessfully for the past 3 weeks to get Live Chat to work.

I tried the Now tv form and never got a reply

I emailed Now TV directly and never got a reply

I spoke to an agent today who told me -wrongly- that I had not accessed my account since June

He told me that he was unaware of any problems with Live Chat.

He said - wrongly- that I had not got replies to emails as I had not been logged into my account

I cancelled my account as It is impossible to communicate with Now TV

[Anonymous User]

I switched browser from Firefox to MS Edge (on Windows 10) and Live Chat worked. So did submitting the form at https://account.nowtv.com/payments/query/incorrect-charge

You might try phoning 0330 332 3050 but I can't offer much hope with that channel.

[Anonymous User]

Ps: To get the online chat working, try a diff browser. IE and make sure popups are not blocked and you are accepting cookies from the website. 

In Crome, no pop up comes up but I tried in IE and it worked.

Many thanks

[Anonymous User]

The same happened to me. 

I phoned another number, which was not broadband. After I explained, the lady said: Sorry, this is broadband and we can not help you.

I asked for a phone number but was told there is none. Neither is their an email address. 

So basically, if you have a problem and the "online contact" button is not working, there is no way to get in touch with customer service. This is surely illegal! 

[schnapps]

Hi @Anonymous User

The telephone helpline number is for NowTV broadband & telephone customers only 

All other NowTV customers can contact them on their live chat service or alternatively you can drop them a message from the link below.

https://help.nowtv.com/contact-us/managing-my-devices