cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
alicet
Occasional Poster

Unable to update payment details - going around in circles please help!!

I need to update my card details as I have recently changed banks and have a new card for payment. However I keep running into the same problem over and over again. Update Payment Details on My Account takes me to the Welcome to NowTV sign up page and when I call the number on the email, it takes me to Sky Business... after speaking to two different departments and being on hold for approximately 45 minutes I was then hung up on. I need to resolve this problem as I am receiving daily emails asking for me to make payment but NowTV is making it impossible for me!!! I know it is not just me having this problem, I’m hoping this forum reaches someone as currently I can’t seem to get any support whatsoever!!!!
Labels (1)
0 Thanks
Reply
7 Replies
RoyB Mentor 1
Mentor 1

Re: Unable to update payment details - going around in circles please help!!

@alicet 

 

There’s no phone number you can use for this, but Live Chat should be able to assist you:-

 

Get in Touch (all the options, and the best place to start):-

https://help.nowtv.com/gb/get-in-touch/

 

On a screen with big buttons all around, you may find the link you need is under a tiny green arrow, so be vigilant.

 

 

Live Chat and Send Us a Message:-

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

 

On Live Chat, when you can get onto it, keep your answers short, sweet and prompt, or it will time out on you.

If the person you are talking to doesn’t seem able to understand your issue, ask to be escalated to the next level of help.


If my posting answered your question, please click ‘Accept Answer’.
If you liked my posting, please click ‘Thanks’.
If you disagree with my posting, say so below, and I will see if I need to mend my ways 🙂
0 Thanks
Reply
alicet
Occasional Poster

Re: Unable to update payment details - going around in circles please help!!

Hi RoyB - live chat ended up escalating me but I was told details can’t be updated over live chat and given the phone number that I had previously that took me to Sky Business. I’ve been assured that this is the right number so hopefully I can try again and they won’t hang up on me before I can resolve it.. will keep you posted. Thank you for your advice!
0 Thanks
Reply
Jam4
Contributor 2

Re: Unable to update payment details - going around in circles please help!!

Please can someone at NowTV fix this issue ! This is truly ridiculous and not the first time this has happened too ! I just received an email that my last bill wasn't paid, when I went to update my card it was impossible, I keep having the same loop and end up on a "subscribed confirm" (excuse me ??) and then "welcome to NowTV" (I have been you client for a few years now hum).

 

That's unbelievable, why oh why does NowTV have such a non-user friendly, bug ridden website ??  and how come the same issues pop up over and over again, does no one care to fix them ?

0 Thanks
Reply
RoyB Mentor 1
Mentor 1

Re: Unable to update payment details - going around in circles please help!!

@Jam4 

 

You can be assured that in the circumstances where you want to pay, and NowTV want you to pay, your interests entirely coincide, and so NowTV will want to ensure your path to doing so is as smooth and straightforward as possible.

 

That it isn’t stems from the difficulties of designing an automated system that can resolve the unbelievable mess that some NowTV customers can get themselves in, especially when those messes are themselves based on the aforesaid automated system getting it wrong in the first place.... 😞


If my posting answered your question, please click ‘Accept Answer’.
If you liked my posting, please click ‘Thanks’.
If you disagree with my posting, say so below, and I will see if I need to mend my ways 🙂
0 Thanks
Reply
Jam4
Contributor 2

Re: Unable to update payment details - going around in circles please help!!

Well the problem is still going on, the page is still stuck in a weird loop welcoming me as a new client...

My god this website is one terrible mess.

0 Thanks
Reply
Jam4
Contributor 2

Re: Unable to update payment details - going around in circles please help!!

Also, I keep getting logged off at random places, like this forum is apparently not connected to the main website and you have to reenter your login details (very practical) and other portion of the site will require login in again... is it me or is this website weirdly design with no care for the UX ? Astonishing.

0 Thanks
Reply
RoyB Mentor 1
Mentor 1

Re: Unable to update payment details - going around in circles please help!!

@Jam4 

 

Yes, re the website, there‘s single signon initially, to your Account and to the Community, but after that, they diverge, and you can find yourself signed into one, but not the other.

 

NowTV are aware of this, but apparently the solution is not trivial, and they are working on it.

 

Me, I’d just set the TTL of the two sign-ins the same, and spike any activity-based extensions of the TTLs, so things would look like a single sign-on, but this may be too simplistic.

 

The fixes are that if you find yourself outside the Account, just sign in again. And if you find yourself outside the Community, start a post, which will trigger a Community Sign in Request, and when you are in, Cancel the post.

 

Yes, I know. Do you want it elegant or do you want it usable? Smiley Tongue


If my posting answered your question, please click ‘Accept Answer’.
If you liked my posting, please click ‘Thanks’.
If you disagree with my posting, say so below, and I will see if I need to mend my ways 🙂
0 Thanks
Reply