Solved: Re: Live chat/ help - Page 2

Anonymous User · ‎18-03-2016

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

SeeMoreDigital · ‎25-01-2017

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

Anonymous User · ‎17-03-2019

As far as I can see there are no click to chat options on any of your website.

I just bought NowTV for this season's F1 but now I remember why I canncelled it last year - because it's not an on demand service. So I tried to cancel the subscription but it wants to still charge me. But under EU Law you are required to accept my cancellation within the first 14 days. I also bought your Smart Stick and I cannot cancel that order. Both orders placed in last 2 hours.

The only option I have is to create a complaint on my VISA card or go to the complaints authority. I will probably end up doing both. I may even have to report to consumer protection because I want to cancel within the 14 day cooling off period but NowTV don't provide any way of contacting them.

Please NOW TV recognise that this is official notification that I want to cancel my two orders within 14 days of the cancellation period. The order numbers are

451M136214741 and 1214d77b-7e1c-4017-aee3-d2b06626444d

Anonymous User · ‎01-07-2019

Hello dear
I want ask you take £33 in my account

Anonymous User · ‎03-07-2019

Yes I did get a cancellation email telling me my service would cease on the 29th June so could you please refund my money and cancel everything I tried to ring you which cost me £6 after hanging on for half an hour I just gave up just waiting for my phone bill to come in

Anonymous User · ‎16-08-2019

Think my deduction on my sky sport didn't go off due to my credit card was cancelled due to fraud on my card. I have changed my card details. Can you tell me if my payment will go through now.

RoyB · ‎17-08-2019

@Anonymous User

As far as I can tell, if NowTV cannot take a payment, they will wait a while (24/48 hours) and try again automatically.

I have gleaned this from the issue where money was taken from Monzo Bank customers, but NowTV gained the impression that the payment had failed and so took it again a day or two later, but did not try a third time. (Though this may be because they were alerted to the problem by then, I don’t know).

But certainly, once things have gone beyond a certain point, NowTV stop trying to take the money, and freeze the account.

So I think you will have to get onto Live Chat to restart things, now your issue is fixed from your end:-

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.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
If you take an offer that comes with a ‘free trial’ of Boost or another Membership, Cancel them straight away. You will still get the full duration of the trial, and if you decide you do want to continue with one or another of the trial products, just revisit the Cancel, and UnCancel it.

Anonymous User · ‎10-09-2019

Hi I am wondering why I cant watch my pack its saying I need to pay 7.99 but on the 2/9/19 and the 7/9/19 you took 11.99 and have been for a while taking that amount I cant watch anything

schnapps · ‎10-09-2019

Hi @Anonymous User

The £11.99 per month charge relates to a NowTV Cinema Pass, where a £7.99 charge currently refers to an Entertainment Pass.

Have you been paying two £11.99 charges on the 2nd & 7th of each month, where if so this would suggest to me that you have two accounts with a cinema pass on each account.

Or is one of your payments on the 2nd or 7th of September a £7.99 charge which would be an Entertainment Pass ?

Do you have an NowTV Entertainment Pass on your account by going to My Account > Passes & Vouchers whilst logged in on here ?

Also what playback devices are you using ?

Anonymous User · ‎15-10-2019

Hi I’ve tried to sign up but when I do it’s saying my bank details aren’t right ?

RoyB · ‎15-10-2019

@Anonymous User

One of the checks that NowTV do is to reserve (not take) 10p on the card that you sign up with.

If they can’t do this from the details provided, then they will decline it, as you have found.

What sort of card is it (Credit, Debit, other (please describe); MasterCard, Visa, other (please describe) with what bank? is it a sterling account, with a UK bank? Are there funds available?

Have you described your name, and any other details requested, exactly as they appear on the card?

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
If you take an offer that comes with a ‘free trial’ of Boost or another Membership, Cancel them straight away. You will still get the full duration of the trial, and if you decide you do want to continue with one or another of the trial products, just revisit the Cancel, and UnCancel it.

Anonymous User · ‎11-11-2019

I need now TV contact number and not the one with 6 pound charge

RoyB · ‎12-11-2019

@Anonymous User

That one wasn’t NowTV, it was scammers.

There is no phone number for streaming problems, you have only Live Chat. And us of course, if it’s not a billing query.

If you have NowTV Broadband though, and a broadband query, then you will find the contact number under My Account/Broadband & calls/Moving home (even though you aren’t moving home, unless you are).

We’ve been asked not to give out the number in clear, as everyone who has a legitimate use for it will be able to find it as above, and everyone who doesn’t, won’t.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
If you take an offer that comes with a ‘free trial’ of Boost or another Membership, Cancel them straight away. You will still get the full duration of the trial, and if you decide you do want to continue with one or another of the trial products, just revisit the Cancel, and UnCancel it.

Anonymous User · ‎27-11-2019

I had a payment taken by error and have tried many various ways to contact NOW and found NO HELP_NO CUSTOMER CARE_ NO CONTACT ALLOWED_NO LIVE CHAT_ NOWAY TO CONTACT ALLOWED ONLY AUTO MESSAGES! Is Now a dictatorship!!

Anonymous User · ‎06-07-2020

Funny that...... Funny how all ways to cancel trial or ask them officially to give back the money they STOLE are cut off, Yes really funny how that happens.... Try having some morals and stop Stealing peoples money. This is the only company i know that works this way, Not smart, Evil yes.

Anonymous User · ‎22-07-2020

The live chat just hangs and there is no email option that I can see. That means there is currently NO support at all other than the faq section. This just isn't good enough! Covid 19 is no excuse, especially as that's been eased in the UK now. I will be making a formal complaint as soon as I'm able.

Anonymous User · ‎24-08-2020

Hello there, I have registered for a 7day trial, did not enjoy the experience now you have withdrawn money from my account. Can this be rectified threw cancellation and refund please.

RoyB · ‎26-08-2020

@Anonymous User

As was clearly explained when you started the free trial, this turns into a continuing subscription unless you cancel during the trial period.

I am guessing you didn’t do this.

I suggest that you describe your problem in an email to customerservices @ nowtv.com, throw yourself on their mercy, and you may find they will refund you.

In the meantime, go back onto your account and ensure you cancel the pass, so things don’t get any worse.

And as an ongoing life hack, if you are asked to give your credit or debit card details in connection with anything described as ‘free’, wonder why 😛

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
If you take an offer that comes with a ‘free trial’ of Boost or another Membership, Cancel them straight away. You will still get the full duration of the trial, and if you decide you do want to continue with one or another of the trial products, just revisit the Cancel, and UnCancel it.

Anonymous User · ‎04-09-2020

Hi I’m looking to update my card details but not allowing me to

Anonymous User · ‎04-09-2020

Hi I had payments come out yesterday which I forgot about which I can’t afford and wondered if I could get a refund? And cancel my subscription

Anonymous User · ‎07-09-2020

Im going to cancel unless I get this fixed today by a human! My Now Stick no longer works and I need another sent out to me today please? Marcus Edwards 21 Darlands Drive Barnet EN5

RoyB · ‎07-09-2020

@Anonymous User @Anonymous User @Anonymous User @Anonymous User @Anonymous User

There is, alas, no customer-to-customer advice we can offer for what are probably account snarl-ups.

But if you email customerservices @ nowtv.com (without the spaces), giving them your account details and a description of the problem, they should be able to help you further.

Though if you want to brave the real Live Chat, then:-

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.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
If you take an offer that comes with a ‘free trial’ of Boost or another Membership, Cancel them straight away. You will still get the full duration of the trial, and if you decide you do want to continue with one or another of the trial products, just revisit the Cancel, and UnCancel it.

Anonymous User · ‎07-09-2020

I just been going through my acount and it saying my internet have been canceled why

Community

Live chat/ help