Sky sports pass suspension

[Anonymous User]

I purchased  a season ticket pass for sky sports last year and sky have said that they will pause the subscription due to the coronavirus outbreak. Are now TV going to honour what sky have said.

Can you please respond asap.

Many thanks.

[Anonymous User]

There have been a lot of messages on this, paid for sport and no sport. It says solved but I don't see it? Can we suspend our sports passes?

Thanks

[Anonymous User]

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@Anonymous User wrote:

There have been a lot of messages on this, paid for sport and no sport. It says solved but I don't see it? Can we suspend our sports passes?

Thanks

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I think the OP marked an earlier reply as the solution but it was not a solution.

[Anonymous User]

Same here. I'm on a special monthly deal for sports, don't want to cancel and possibly lose deal.

Expecting Now TV to step up when it's most needed, freeze subscriptions and honour deals. 

Noticed you've just taken another monthly payment, thank you! So, not sure what I'm still paying you for?

Come on Now TV sort it out, there are more pressing things to worry about right now.

[Anonymous User]

I just had a live chat. As it stands there's no policy about this yet. I think for those with season tickets, it may be the case (I'm speculating) that when fixtures are up again and they run over the expiry of the pass then complaints will lead to extensions.

[starman73]

Same here. I'm on a special monthly deal for sports, don't want to cancel and possibly lose deal.

Expecting Now TV to step up when it's most needed, freeze subscriptions and honour deals. 

Noticed you've just taken another monthly payment, thank you! So, not sure what I'm still paying you for?

Come on Now TV sort it out, there are more pressing things to worry about right now.

So if I read this correctly, you are continuing to subscribe when you had an opportunity to cancel because you are on a special deal that you might lose?  How special is the deal? If it is no more special than £20/month, those deals are always there.

The last sentence is a real oxymoron.  Maybe Now TV have more pressing issues such as paying their employees...

[Anonymous User]

I've just cancelled my subscription as currently paying to watch rugby and football which isn't on due to the current situation. Like others I would have expected NOWTV to have suspended subscription for March and onwards until matches start again.

Other firms have suspended subs automatically but I've now ended up paying subs for March and April for nothing.

[Anonymous User]

I've tried emailing Now TV twice, but I am still waiting for a reply to either message.

I had a look at the Terms and Conditions (link at the bottom of the page) for guidance on what should happen if Now TV is unable to show live sports.

The following would appear to be the relevant section.

WHAT HAPPENS IF NOW TV CHANGES THE SERVICE?

From time to time we might make changes to any month pass service. We'll try not to make changes without notifying you in advance, and we won't make changes that materially disadvantage you during a usage month which you've already paid for (unless it's for reasons beyond our control).

We'll give you notice of changes which are likely to affect you during future usage months – we'll aim to notify you at least 30 days before the start of the affected usage month, so you'll have enough time to stop your month pass subscription before the change takes place.

If you don't stop your month pass subscription after we've notified you and before the change takes place, and you continue to use the service, we'll take that as your acceptance of the amended service.

A couple of things from the above. They state they won't make changes that will disadvantage users, but with the specified exception of it being reasons beyond their control. I think that it is reasonable to accept that the current suspension of most live sports is beyond their control.

However, the next paragraph requires them to notify users of changes that are likely to affect them. They have completely failed to meet their own Terms and Conditions in that regard and should be accountable for failing to do so. 

I suspect that the OFCOM route is the next logical step while Now TV continues to fail to communicate with their customers.

[Anonymous User]

Given that Now TV marketed on the basis of the "best live sport", it's going to be impossible for them to argue that customers haven't suffered material detriment as a result of the current situation.

Either way their lack of response to customer concerns is appalling, how many other companies have failed to take a proactive position on customer accounts.

I've gone down the complaint route, I can't see it being dealt with though!

[starman73]

how many other companies have failed to take a proactive position on customer accounts.

Virgin Media.  Most of their packages have sports (BT & Sky) included and there is no proactive  indication of any discount because of lack of sports.  And unlike Now TV, I cannot cancel as the broadband and phone are tied into the contract.

[Anonymous User]

Also given up on them. Logged a formal complain using their process a few days ago but had no response, not even an email acknowledging the complaint. I'm sure they have someone monitoring their complaint account, even in the current conditions, so that more than a little shabby.

I'm now off to log this with Ofcom. 

Now TVs behaviour is disgraceful, especially given they're part of the Sky group who responded reasonably to this crisis. You can only conclude that Now TV are taking a different approach simply because we've all paid up front and they have our money. Shocking, cynical approach to customers.

[Anonymous User]

I'm in the same boat.  I paid £199 for a 10 month subscription.  I watch only football and F1, neither of which I'm getting at the moment.

I expect to be told by Sky that the subscription will be extended until I receive what I pay for.  Failure to do so will result in me withdrawing all my subs to Now TV.  I've already stopped the £3 monthly boost. 

[Anonymous User]

Now TV the longer you ignore us 120 pound subscribers the more you will regret your hiding behind the sofa. Basically if you don’t play fair then in June I will suspend all Now tv packs until I have saved twice the 120 sports deal. During this time I will trial the competition... they ain’t got to be that good to see your sorry ###### gone. Please man up and tell us how much you value us. 

[Anonymous User]

Now Tv, please can you clarify what the situation is with people who have a season pass, and what they can do to pause their pass until live sport resumes?

As many people have commented, communication channels appear to end in a cul-de-sac, which is frustrating your customer base, who will remember when things return to normal.

Start communicating with your customers and let them know what their options are, at the moment no one is getting what they signed up for and will only work to your detriment in the coming months and years.

[Anonymous User]

Same problem here bought 6 month subscription and no sport to watch.

now tv need to say something. Too many people left unhappy.

[Anonymous User]

@suspend 10 month sportspass

Same here. I purchased 10 month sports pass last year and want to know if you are suspending the pass backdated to when sport went offline on Sky Now TV.

[Anonymous User]

We also have a £199, 10 month Sky sports pass that has not delivered any sports for the last month. When will Now contact customers to extend the period of the pass?

We also found it impossible to contact Now TV. Even Live chat has been taken down. They need to supply an email address.

[Anonymous User]

In the same boat as everyone else, paid £199 for 10 months Sky sports. Would like NowTV to at least respond to their paying customers.

I understand that this is unprecedented times but surely an email from the management team (Who are no doubt working from home) to all customers detailing what they plan to do.  Its not like TV service providers are losing money at a time everyone is at home watching TV more than usual.

[Anonymous User]

I purchased a season sky sports pass so is Now tv going to honour what sky are doing for there customers cant seem to get any answer at the moment will have to wait and see.

[Murraymint110]

I have a season pass for the sports but there is no sport on anywhere in the world due to Covid-19. The pass should have been suspended until the sports resume or a refund issued... but nothing. They have even shut down the live chat option.
A lot of British companies are rallying to the cause atm but not SKY/ Now TV... Money grabbing as usual. It will be remembered by the British public when this crisis is over

[Mikeysteam]

Now TV (Sky) is clearly a morally bankrupt company, corrupt to the core.

They have conveniently switched off their chat on the pretence that no one is there. Hello, remote working like the rest of the world.

They are showing their true colours and should never be trusted ever again.

Down with Now TV.

[Mickles]

I've submitted 3 complaints via the website about continuously being charged for my Sky Sports subscription and have heard nothing back.

I've raised a complaint with Resolver (https://www.resolver.co.uk/freeadvice/companies/now-tv-complaints/services?territory_id=1) on the basis that NOWTV are not upholding their end of the contract and are also choosing not to communicate with me on the matter.

If lots of us do the same thing we may get somewhere.