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]

Thank you to mickies have now submitted complaint to resolver hopefully something will get done soon cheers Kevin Picton.

[Doctor10]

I've just seen this posted on another forum:

I took out the above in September for the Premier League and F1.

Not having anything to watch on there in the last few weeks, at the weekend I emailed the CEO of Sky about getting a refund as there seemed no other way of contacting Sky as their Chat Service seems to be permanently down.

I've had a reply from 'customerservices@nowtv.com' today offering me a £60 refund, which I have accepted. They say it is not possible to offer a pause in the subscription for NowTV.

This information may be useful to others in the same predicament.

[Anonymous User]

Hi,

That's a great result for £60.00 back.

What email address did you send to sky CEO please and what did you write?

Think this may be the only way to force them to communicate.

Many thanks.

[Anonymous User]

£60.00 pound refund that’s good. Have you got Email address of sky CEO so I can contact them please thank you Kevin Picton.

[Anonymous User]

I agree.  I've emailed and logged complaints unsuccessfully 3 times since Live Chat was shut down.

Given the online nature of the account management system and contact methods there really is no excuse.

[Doctor10]

@Anonymous User @Anonymous User 

I said "I've just seen this posted on another forum:", not that I had managed to get a refund myself (unfortunately)!

Like most others, I am still awaiting any form of response to the many messages and emails I have sent over the past few weeks...

[Mickles]

Here is the email; [email removed] 

I found it via this article  and verified it at https://www.ceoemail.com

[Mickles]

The email was blocked 

Jeremy [dot] darroch [at] bskyb [dot] com

[Anonymous User]

Here's one for you.. My Sports pass is due to expire August, (I had a 12 month pass, admittedly free via a promotional win). As i cant use it or pause it, i cancelled it... expecting it to expire on its due date in 4 months, but NO. it ends May 6th. Oh well, i was considering paying for the service in the future but the greed of NOWtv, just lost them another potential customer.

[Mickles]

If anyone is keeping track.... I wrote to the Sky email address (on a previous post) and got referred to someone at NowTV, who cancelled the subscription and refunded £40 (I was on the £20 per month Black Friday offer).

They gave me the option to restart it again at a discount when I want to, but exactly how I do this is not clear and they have now stopped responding to me. 

It's a mildly satisfying conclusion but there was a confusing barrage of automated emails about the complaint once they started looking into it. 

It's a shame NowTV occupy the comparative gap in the market that they do, because if they had much competition they would be exposed for not taking themselves seriously and wouldn't last very long at all. 

[Anonymous User]

I'm in the same boat.

I got an email reply after emailing sky executive from now tv offering refund for four months but before I could accept got same email about extended sports until resolution of football season.

I've tried emailing back now tv customer service but all gone quiet.

Tempted to bother the sky executive again.

Kind regards,

[Mickles]

I've just done exactly that. There are still unresolved questions but they told me the case is closed. I've written to Jeremy Darroch again. 

[Anonymous User]

Do we have his email address, same problem here 

[Mickles]

His email address is Jeremy [at] Darroch [at] skygroup [dot] com however my most recent email to him was responded as below

From: Executive Support Team @Anonymous User.uk <estenquiries [at] sky [dot] uk

Good Morning Mickles,

Thank you for your email.  

I am afraid we are unable to assist with NowTV enquiries, please send any complaints or enquiries to the below email address where they will be more than happy assist.  

NowTVExecutiveService [at] firstsource [dot] com 

Kind regards  

Customer Priority Team

[Mickles]

Further to this, the email they gave me NowTVExecutiveService [at] firstsource [dot] com  bounced back message so don't waste your time by writing to it. 

I suggest anyone with queries keeps writing to estenquiries [at] sky [dot] uk  and Jeremy [dot] darroch [at] bskyb [dot] com  as these addresses do initiate responses. 

[Anonymous User]

Same, the bounced back.

Thanks for your help.

Will try the estenquiries email address.

Many thanks again.

[Anonymous User]

Can I re start my sports after Coronavirus situation I recently pressed cancel as nothing to watch for last few weeks otherwise I would like a refund as paying for nothing.

[Anonymous User]

Hi Alan sorry I don’t know the answer to your question still not been able to contact NOWTV to get any information from them.

[Doctor10]

Finally received an 'answer' from NowTV... except it doesn't answer my question:

We apologise that it’s taken longer than usual to get back to you. Our contact centres are currently closed due to the on-going global situation with COVID-19 (Coronavirus). If you need to cancel your pass, you can do this at any time by heading to https://account.nowtv.com/passes - just sign in, choose “Cancel Pass” and follow the instructions on screen. Once a pass has been cancelled, you’ll receive a confirmation email. You can start your pass again any time by heading to https://account.nowtv.com/passes Thanks for choosing NOW TV.

The NOW TV Team

Then they have the further audacity to close my complaint - with a link to the Live Chat service that is currently closed!:

We’re just confirming that your recent complaint has now been closed. We hope you’re satisfied with the outcome.

If you want to contact us about this topic, simply reply to this email without changing the subject line.

Or you can get in touch by Live Chat. Just pick a topic on our Get in Touch page and select Chat Online, then copy the reference number above into the chat window so we can help you more quickly.

Start a Live Chat

If we don't hear from you, we'll assume everything is resolved and take no further action.

As you’ll see from our Complaints Code of Practice, NOW TV is a member of CISAS (the Communications and Internet Services Adjudication Scheme), a free, independent alternative dispute resolution scheme run by the CEDR (Centre for Effective Dispute Resolution):

CISAS
Centre for Effective Dispute Resolution
70 Fleet Street
London EC4Y 1EU
Tel: 020 7520 3827
Email: [email removed]

I think I will be following the CISAS route next...

[Anonymous User]

I've been trying to get into contact with them over different media platforms

They are actively ignoring any customer that asks. 

Very poor customer service. 

I've now made a complaint using the form on here just to actually hear from them

They should pause it like sky and continue once it's started up again. 

I can't believe they haven't made any announcements regarding it yet. 

[Mikeysteam]

They're just seeing what they can get away with. Remember, they see NowTV customers as disposable, whereas contracted Sky customers are seen as customers to be preserved and not upset.

They clearly don't care about Now TV customers as you are witnessing first hand. Any money they make from NowTV is simply lunch money, the main business is Sky directly.

Sorry to be the bringer of bad news.