Episode won’t play

[Anonymous User]

I can’t seem to play episodes of a series that I have been watching the past few months. The screen seems to freeze on the play/pause options and I can’t progress any further. Occasionally get a PL-0 error. 

I am using a smart tv connected to EE the whole time. Any ideas how I fix this? 😞

[gavs82008]

@Anonymous User 

What sort of TV is it your using for NOW?

[Anonymous User]

@gavs82008 it is an LG smart tv about a year old

[gavs82008]

@Anonymous User 

If you can delete and reinstall the app.

Also try unplug your TV as well as router for a few minutes.

[Anonymous User]

@gavs82008 hey ok so deleted, reinstalled, changed password, switched off router and tv. Still frozen and the screen turns black but if you click ok on the remote it shows the frozen screen. 

Tried another series and getting the same although bbc iPlayer, itv2 etc are all working fine 

[gavs82008]

@Anonymous User 

All I can suggest is to set your TV back to factory settings. It’s far from ideal, but should correct any faults within the system that is preventing NOW from working.

[Anonymous User]

Hey, that also hasn’t worked 😞

[gavs82008]

@Anonymous User 

Is it possible you could try testing with your phone data as a hot spot?

Head onto live chat to report the fault. Just make sure to click "chat online".

https://help.nowtv.com/article/how-to-submit-a-complaint

You could also send an email to customer support with videos/pictures if you think it will help, address in the below picture. 

 

[Anonymous User]

@gavs82008 I have clearly never used this forum before - the issue isn’t resolved! 🤦🏻‍♀️

[gavs82008]

@Anonymous User 

Haha don’t worry about it! We will try get you sorted.