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Occasional Poster
Posts: 5
Registered: ‎16-03-2017
Accepted Solution

Are there known issues logging in using WiFi?

 I have been trying out NowTV on a NowTV (wired connection) for a couple of weeks and have now taken out a subscription.

Since then I have tried it on my LG TV (using WiFi) my Sony tablet (WiFi), my Samsung S6 phone (WiFi) and none of them will log in. All of them are on the latest NowTV version for the platform.

The message is 'Sorry, we did not recognise either your username or your password.'

I have reset the password, uninstalled and reinstalled the apps and have emails confirming my Username/email address.

 

I can log in using laptops on a wired connection using the same, correct, credentials.

 

Are there known issues with using wireless connections?

I have no issues using other streaming services on these devices.

 

I will do more tests, including changing the router in due course.

 


Accepted Solutions
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Occasional Poster
Posts: 5
Registered: ‎16-03-2017

Re: Are there known issues logging in using WiFi?

For info.

 

Using Sky's chat facility, an operator gave me my user name, which is different from the email address, and is not sent on any of the aut generated email reminders.

I reset the password using the username and logged in using the username, not the email address, though they are supposed to be interchangeable.

 

Though I haven't tried the LG TV yet, I can now log in using the other devices.

 

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Champion 1
Posts: 6,213
Registered: ‎31-12-2013

Re: Are there known issues logging in using WiFi?

Hi @MartinSlater,

 

Do you have any special characters in your current username and/or password, such as an % or + or $ etc?

 

It would appear that when NOW TV issued their last 'app' update for (Roku) hardware playback devices, it broke support for some special characters...

 

 

Cheers


• If I've been helpful please press the THANKS button • If I've been really helpful please also press the ACCEPT SOLUTION button • Please note: I'm not a NOW TV employee, I'm a regular NOW TV customer just like you! •

NOW TV Box = Model no: Black box | Software: 7.5.3 Build: 4068-10 | NOW TV app: 3.10.49 • LG TV 1 = Model no: 43UH668V | Software: 04.30.70 | OS: webOS 3.31 • LG TV 2 = Model no: 32LN575V | Software: 04.28.14 | OS: NetCast •

All TV's = NOW TV app: 2.19.2 | Post Processing Features: All disabled  • Networking Spec = ISP: Virgin Media (75Mbps) | Devices connection type: Wired | IP address type: Fixed (device permitting) •


Elite 4
Posts: 4,473
Registered: ‎28-06-2014

Re: Are there known issues logging in using WiFi?

@MartinSlater I can log in fine on my mobile. Who is your internet provider? Some put restrictions on what can connect. If you go into your router's home page it will let you see this. Ensure the devices are authorized. One question why don't you stick with the wired connection?

Please take a moment to click thanks or marked as solution if this answered your question. I am a community contributor not staff so cannot help you with account matters I can just attempt to point you in the right direction.

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Devices I am currently using for Now: Android app on Moto E, Chromecast, LG TV, Smart box.
Occasional Poster
Posts: 5
Registered: ‎16-03-2017

Re: Are there known issues logging in using WiFi?

I noticed this on an earlier post but forgot to mention.

No, my user name an password are all lower case letters and digits.

Occasional Poster
Posts: 5
Registered: ‎16-03-2017

Re: Are there known issues logging in using WiFi?

My ISP is Plusnet, which allows me to play using my NowTV box, so no restrictions there, hence my question.

 

What do you mean by 'Ensure the devices are authorized'?

The devices that cannot log into NowTV work on Netflix, Amazon, Youtube etc using WiFi.

 

Why don't I stick with the wired connection?

My tablet and phone don't have wired connections?

Occasional Poster
Posts: 5
Registered: ‎16-03-2017

Re: Are there known issues logging in using WiFi?

It's not just WiFi, I've connected my LG UH603V v 04.30.70 using a wired connection.

Again, every service works ok but I am unable to log into NowTV version 2.16.1 using the correct username and password.

'We did not recognise your username or password'

Highlighted
Occasional Poster
Posts: 5
Registered: ‎16-03-2017

Re: Are there known issues logging in using WiFi?

For info.

 

Using Sky's chat facility, an operator gave me my user name, which is different from the email address, and is not sent on any of the aut generated email reminders.

I reset the password using the username and logged in using the username, not the email address, though they are supposed to be interchangeable.

 

Though I haven't tried the LG TV yet, I can now log in using the other devices.