Online message centre

[MemyselfandI]

In my online account there is a page for messages and documents. There are three unread messages and two unread documents. I am unable to read them as clicking the links does nothing. Is this normal?

The Nohelp Desk says I have already been emailed the messages which is true but it still begs the questions what do the documents contain and why bother having a list of messages that cannot be read?

[schnapps]

Hi @MemyselfandI 

They normally work, when i used them last.

i just tried opening and reading the two messages under My Broadband & Calls > Messages on my account and like you they don't actually open and nothing happens (only tried using MS Edge on my Tablet).

Will try my Dad's account with a different internet browser to see if i get the same issue (will report back later).

Otherwise @Simon-J the NowTV Community Manager will have to investigate this further.

[schnapps]

@MemyselfandI  @Simon-J 

Must be a technical problem at NowTV's end where my Dad's messages and Documents can't be read using either MS Edge or Fire Fox on my Android Tablet.

[MemyselfandI]

Thanks. Pretty much the same with me. Tried using Firefox, Edge & Opera on a Windows 10 PC and an Amazon (semi-Android) tablet. Another thing that I am able to do is copy the individual message URLs into another window but that just brings up "Page not found".

The Help Desk appear to think this is normal but I'm not so sure. After providing all the relevant screenshots I got this back - 

"These messages would also have been sent to your email address, they are welcome emails you were sent after signing up.

I can see you have already finished setting up your account, so I presume you have received these already in your personal emails."

[schnapps]

Hi @MemyselfandI 

The Help Desk or whoever you contacted is wrong.

If you can't access your email messages or documents, then what's the point of having a Message section on your online NowTV Broadband account ?

Trust me this section used to work previously where i have opened plenty of emails and documents in the past and also referred NowTV forum members to this section on certain questions asked on the Community.

[MemyselfandI]

Thanks for confirming that I am right. That quote came from a case I raised with NowTV (help at nowtv dot com). They asked for screenshots and the quote was their reply to them. Not sure what I can do with it now as I haven't had anything back since I replied to them a couple of days ago.

Is @Simon-J  an employee that picks this sort of thing up?

[schnapps]

Hi @MemyselfandI 

Yes @Simon-J The NowTV Community Manager can look into this or pass it onto the relevant NowTV Dept to resolve / fix.

Hopefully he is in work next week before the Christmas break ?

[MemyselfandI]

bumpty bump bump

[Anonymous User]

Im having the same issue. Cant open any messages in my message centre. Tried on different web browsers and both pc & phone. 

[MemyselfandI]

bumpty bump bump

[MemyselfandI]

bumpty bump bump

[gavs82008]

@MemyselfandI 

Perhaps best to call the broadband support team or send an email to customer support?

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

How to submit your complaint:

• Give us a call on 08007591213 to speak directly to a NOW TV advisor.

 

[MemyselfandI]

Tried it. They say it doesn't happen. So I'll keep on bumping. Hopefully enough people will raise a ticket with them and they actually look at it.

[Simon-J]

Hi @MemyselfandI  @Anonymous User  @schnapps 

Thanks for raising this. 

Are you able to share a screenshot of what your seeing at all? this will help me in getting this looked into.

Thanks

Simon

[MemyselfandI]

I can't copy images to this forum but this is what I emailed on to NowTV on 17/12/20 with the images:

----------------------------------------

I am unable to open the following links. When the cursor turns to a hand when I hover over them so they should be valid. I have tried this using Edge, Firefox and Opera on a Windows 10 PC and an Amazon tablet:

Message history

Important info about your order

Thanks for choosing us. Here's what happens next

Complete your account set up

My documents

2 new

The links do nothing when I click them but I have found that I can copy and paste the message links to another browser window. For example https://www.nowtv.com/message/TCC-c2053004-5bf2-4adc-88e1-f8ecdef8706a is the "Important info about your order" link but this is what happens:

[schnapps]

Hi @Simon-J 

Taking a screen shot is pointless, where if you click on your new / recent emails or saved documents under Broadband & Calls > Messages nothing happens, the page doesn't refresh no change in the url (nothing).

It seems the links to the email or documents for me will not open because they don't exist wherever the link is suppose to take you to.

Tried mine and my Dad's account on two different devices and three different internet browsers which was MS Edge, Chrome & Fire Fox.

Also tried my browser in a Private Window with the same unsuccessful result.

[Simon-J]

@schnapps 

My apologies,  I just read @MemyselfandI 's comment regarding seeing "page not found" again - I see now that this is only when trying to copy the links. So you are of course right it would be pointless.

Regardless - this has been reported across chat too and I'm told the teams are looking into it - I'll let you know when I have an update.

Thanks

Simon

[MemyselfandI]

In my case the document links do not exist although the cursor changes when I hover over them so something should be happening with a click.

Clicking the message links also does nothing but I am able to copy & paste message links to another window. Trouble then is all I get is a "Page not found" page.

Something is definitely broken. I wonder if it could have something to do with the recent retirement of Adobe Flash?

@Simon-J 

[Simon-J · Accepted solution]

@MemyselfandI @Anonymous User @schnapps @gavs82008 

Hi all,

I've been told that this should now be resloved. Can I ask you to have a look at report back? 

If you're still seeing problems I'll update the teams right away.

Thanks

Simon

[schnapps]

Hi @Simon-J 

Just to confirm i can now access my messages on my NowTV Broadband account.

Thanks.

[Anonymous User]

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