DD taken for Cinema Pass but being prompted for payment when I press <WATCH NOW>, Entertainment OK.

[Anonymous User]

Hello

Cinema DD taken on 17th Sept (as normal). 

I select a film and press <WATCH NOW> but I am prompted to buy a Cinema Pass.  Only option is to <CANCEL>.

Entertainment works OK.

No break in paymwnts being taken for either Cinema or Entertainment.

Seriously considering cancelling my subscription.

[SeeMoreDigital]

Hi @Anonymous User,

Just-so-you-know. I have reported your issue again... Directly to the @NOWTV-Team Members.

Cheers

[Karl-F]

I'm sorry that no one has got back to you @Anonymous User

I'll take a look into your account personally and see what I can find out for you. 

Please bear with me. 

Thanks, 

Karl 

[Anonymous User]

Thank you Karl

Have clicked on pay £9.99.  Hopefully, this will not trigger another DD.   Can watch Cinema again.

However, that still leaves my wasted hours and stress.   

I will keep checking my bank account.

Thank yiu for your help.   The solution is counter intuitive.  

Kind Regards

[SeeMoreDigital]

Nice one. And thanks for reporting back @Anonymous User 

[Anonymous User]

---

Thank you

[SeeMoreDigital]

Hi again @Anonymous User,

Please confirm... When your visit the 'My passes' area of your 'My Account' is the Cinema pass listed?

If it's not and you have paid for it then you'll have to contact a NOW TV representative.

You can contact a NOW TV representative via the forums 'Live Chat' facility or 'Send us a message' facility by using a Windows or Mac computer, not a mobile device, as their web browsers might not sophisticated enough to display 'pop-up' windows (ie: windows within windows). Also, Mac or IOS device users might require JavaScript support enabled in their Safari internet browsers. Here's what you need to do: -

• Click on the following: How To Contact NOW TV link.
• To 'Send us a message', click on the light blue 'Send Message' button.
• To start a 'Live Chat', click on the dark blue 'Chat online' button.
• A new 'What can we help you with today?' pop-up window should open up.
• Click on the 'Request Chat' button.

Cheers

[Anonymous User]

DD taken but CINEMA pass has disappeared from <MY PASSES>.

This exolains why I am prompted to pay to watch a film,   Obvious root cause.

I contacted NOW TV support 2 days ago and wasted more than 2 hours of my life.

They wanted me to do basic tests like <LOG OUT & LOG BACK IN> when the problem was in the master record and not in my NOW TV box or PC.   Complete waste of time.

At the end I was told that they would contact accounts / admin and to expect a response by yesterday.

Needless to say, NO RESPONSE and still NO CINEMA.

This is a basic faukt that could be resolved quite easily.

[Andy]

@Anonymous User

I'll tag a few of the NOW TV team on here and hopefully they will come back with an update for you.

@Anonymous User @Anonymous User @Tony-D

[Anonymous User]

Hello Andy

No one has been touch.

This is rather disappointing support from NOW TV.

It's a simple problem.  I was told it wpould be escalated but it seems to have become lost in the ether.

I would have expect a message to say that <we are deling with it>.   Not a word.

This seems to show a low regard for theior customers.

[Andy]

@LLO Sorry to hear that, it's possible the team members I tagged haven't been on the forum today. I'll tag a couple of different ones and keep an eye on things to see if you get a response, hopefully someone will pick it up for you.

@Anonymous User @Anonymous User