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Anonymous User
Not applicable

Live chat/ help

HELP!! where is your live chat!!!!!     ive just joined again but would like to cancel as ive  NOT used the box, and if the money has been taken out, i would like a refund please   thanks

 

HELP!!!  ive just be offered a discount offer 2months for £2 which i would like to try but the code they gave me is not working       thanks 

1 Solution
SeeMoreDigital
Legend 5
Legend 5

Hi @Anonymous User,

 

Sorry to be the bearer of bad news but the reason you've been charged is because the NOW TV services you've subscribed to have 'rolled on' automatically (as per NOW TV's Terms & Conditions). Which happens if you don't officially cancel them prior to any 'free trial', 'voucher pass' or 'monthly' subscription expiring!

 

After officially cancelling your subcription(s) via your 'My Account' (not via email), you will have been sent a confirmation email or emails. This being the case, provided you have not viewed any content (which the NOW TV people will thoroughly check) you should be able to get all (or a proportion) of your subscription payments returned/refunded to you by contacting a NOW TV representative via the forums 'Live Chat' facility.

 

The easiest way of accessing 'Live Chat' is by using a Windows or Mac computer, along with various many makes and models of mobile phones and tablets (provided their screen resolution is high enough). Here's what you need to do: -

 

  • Please visit our help site here: https://help.nowtv.com/ 
  • Use the search box to find the Help Article most relevant to your issue
  • If the article does not provide you with your answer, select the Get in touch button on that 

 

 

Cheers


And just-so 'all' NOW TV customers know. Currently...

  • All monthly NOW TV subscription(s) run for their full duration, even if they are cancelled after the first day.
  • All monthly NOW TV subscription(s) 'roll on' automatically if they're not cancelled prior to any 'free trial', 'retention offer', 'voucher pass' or 'monthly' subscription expiring!
  • If your preference is to use 'voucher code passes', you'll need to submit your new pass before your current pass expires
  • 'Free trial' subscribers are notified by email that they will be charged unless they cancel their subscription(s) prior to their 'free trial' ending. So keep a look-out, including your spam/junk mail!
  • While the NOW TV accounts system is attempting to collect payment(s) the grey coloured 'Canel' button will not be accessible.
  • While the NOW TV accounts system is attempting to collect payment(s) the 'Apply voucher' button will not be accessible.
  • New NOW TV voucher code passes can be added within the last month of your current NOW TV services expiry date. The new pass will commence only after your existing pass expires. So you don't lose-out on any days.
  • Setting up a payment PIN on your NOW TV account is advised. As it will be prevent others from purchasing additional NOW TV services without your consent!
  • Cancelling your NOW TV subscription(s) has to be done 'officially' and correctly via your NOW TV account. And has to be done for each of the NOW TV services you have subscribed to. After which you will receive a confirmation email.
  • Ultimately, it is the responsibility of the NOW TV subscriber to manage their NOW TV account or accounts if you have them!

EDIT: I did tell you much the same yesterday. See here: https://community.nowtv.com/t5/Kids/cancel-parts-of-contract/m-p/416155#M835

View solution in original post

177 Replies
RoyB
Legend

@Anonymous User 

 

We other customers won’t know.

 

Use the details in my posting directly above yours to contact NowTV and find out.

=========================================================================
Please bear in mind that generally we are all customers like you, and so can’t help with billing or other queries that only Now can answer. We can try to point you in the right direction though.
Anonymous User
Not applicable

This does not work. I have been trying for an hour!

Anonymous User
Not applicable

Can I get a refund
RoyB
Legend

@Anonymous User 

 

See my reply to your post of an hour ago, of which this is a duplicate.

 

https://community.nowtv.com/t5/Account-Billing/Refund-request/m-p/500763/highlight/true#M8948

=========================================================================
Please bear in mind that generally we are all customers like you, and so can’t help with billing or other queries that only Now can answer. We can try to point you in the right direction though.
Mike63uk
Mentor

Page doesn't exist!

Saint1976
Elite 3

@Mike63uk 

 

customerservices @ nowtv.com (ensuring no spaces)

commanda6
Legend 5
Legend 5


@Anonymous User wrote:

HELP!! where is your live chat!!!!!     ive just joined again but would like to cancel as ive  NOT used the box, and if the money has been taken out, i would like a refund please   thanks

 

HELP!!!  ive just be offered a discount offer 2months for £2 which i would like to try but the code they gave me is not working       thanks 


NowTV can be contacted through email, live chat and this forum. The live chat and email contact methods can be found by going to the help site. The button to access the help site is located at the top right of the page. After clicking help click "help centre"

 

The email and live chat contact methods are accessed by finding the help article that best suits the issue you're having, you then scroll down to the bottom of that article and click contact us. Then you can choose to use either email or live chat.

 

If you can't find an article that suits your issue in the PC section you should find a "non-of the above" article and use the same process as described above. To contact now TV. Note the advice above assumes you are using a desktop PC, laptop PC or Mac (using one of these devices . To contact now TV is in fact recommended)

 

This link would probably be the most suitable one for your issue

 

Hope that helps Smiley Happy

 

EDIT 

 

Also see @schnapps post above Smiley Happy


I do not work for Now . I am simply a Now customer trying to help I am a Community Contributor This means that I know a lot about the service. But just like you I am still a customer. This means I cannot help you with issues that would involve looking into your account directly. A member of the now TV forum team or live chat will need to assist you with these issues.
Anonymous User
Not applicable

Don't expect a response from NowTV. I emailed them because my box keeps rebooting randomly - won't allow me to watch anything on BBC iPlayer unless I restart the device BEFORE selecting the app and starting to watch something. BBC iPlayer app and Channel 4 apps are DREADFUL on there. Channel 4 won't let me play anything. As soon as I select something, it just crashes out. I asked them for their advice, and got no response. 

Anonymous User
Not applicable

It would be mor helpful it the chat would actually work...
Anonymous User
Not applicable

Spoke to an advise last week to activate our Now Tv and it still asks to subscribe to Sky Vinema

Anonymous User
Not applicable

How do I speak with someone via live chat

RoyB
Legend

@Anonymous User 

 

I know this is a long thread, but the answer is in it as least three times.

 

Heres one:-

 

https://community.nowtv.com/t5/NOW-TV-Box-white/Live-chat-help/m-p/495682/highlight/true#M42766

=========================================================================
Please bear in mind that generally we are all customers like you, and so can’t help with billing or other queries that only Now can answer. We can try to point you in the right direction though.
Anonymous User
Not applicable

I cancelled my FREE NowTV subscription after two days and I still got charged £9. Really appreciate a refund.

RoyB
Legend

@Anonymous User 

 

All four steps, including the one that is off the bottom of the page, and you checked afterwards in My Account/Passes & vouchers that it showed as Cancelled, with no upcoming payment date?

 

You are vanishingly unlikely to get a refund from the Community (we’re all just customers like yourself, and the Admins rarely venture here), so try Live Chat:-

 

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 you can’t access Live Chat and nothing happens, try a different browser from your usual one (Internet Explorer, Edge, Chrome, Firefox, Safari) on which you haven’t disabled pop ups, third party cookies or indeed any cookies, haven’t set an Ad Blocker, and haven’t set Noscript on, or JavaScript off, as any or all of these things may prevent the Live Chat window appearing. Or try your usual browser in Incognito, sometimes called Private, mode.>

 

=========================================================================
Please bear in mind that generally we are all customers like you, and so can’t help with billing or other queries that only Now can answer. We can try to point you in the right direction though.
Anonymous User
Not applicable

hi i have got the now tv and you have charged me 2 time i need to no why you have done that 

 

Andy
Legend 5
Legend 5

@Anonymous User Welcome to the forum. Check your My Account > My Payments page

 

https://account.nowtv.com/payments

 

to see what the charges are for.mif you can't see them there check any other usernames you have. If you can't find the charges or need a refund have a word with live chat and they should be able to help.

 

To get to live chat, go to the following help page and choose the live chat option.

https://help.nowtv.com/contact-us/how-do-i-cancel-now-tv

Anonymous User
Not applicable

Hello, I have just checked my online banking and noticed that you have taken money out of my account without my permission. The money I had was for my sons christmas presents and for my food shopping. so i really need it. I now have no money at all. You have taken around £108 and I need that I have no money for over a month now 

RoyB
Legend

@Anonymous User 

 

To ensure you get heard by NowTV, and maybe even get some action, let them know the problem via this form:-

 

Complaint webform for TV issues:-

 

https://help.nowtv.com/complaints/tv

 

There’s generally an explanation, but £108 in a month is going some....

=========================================================================
Please bear in mind that generally we are all customers like you, and so can’t help with billing or other queries that only Now can answer. We can try to point you in the right direction though.
Anonymous User
Not applicable

I have paid for the sky sports monthly pass. I can get this on my phone but not on the tv. 

schnapps
Legend 5
Legend 5

Hi @Anonymous User

 

Do you mean by connecting your phone to your TV via an HDMI adapter, where i believe nowtv have removed this type of support.

 

Or are you using a Chromecast or another different external nowtv playback device on your TV or inbuilt nowtv app on a LG or Samsung Smart TV ?

Anonymous User
Not applicable

When i try to log into now tv it doesn’t because it says I have exceeded the log in limit isn’t there any possible way I can log in because right now it isn’t working and I’m quite frustrated