Purchased through itunes? Restore

[Anonymous User]

Can't view Sky living live as above message appears on AppleTV device. Have logged out and in removed and restored and updated the software all the usual basics no joy. account fully paid up. thoughts welcome. help chat below for info.

Talha (21/07/2018, 13:22:07): Thanks for contacting NOW TV, you are talking to Talha. How can I help?
null (21/07/2018, 13:22:21): NIKHIL (21/07/2018, 12:47:49): Thanks for contacting NOW TV, you are talking to NIKHIL. How can I help?
null (21/07/2018, 12:49:26): having an issue watching sky living channel live on apple tv. Asks if purchased through itunes? Restore? works on phone but not through appleTV!
NIKHIL (21/07/2018, 12:50:06): Hi there.
NIKHIL (21/07/2018, 12:51:15): I understand your concern.
NIKHIL (21/07/2018, 12:51:22): I am here to check and help you.
NIKHIL (21/07/2018, 12:51:25): Can you confirm your full name and email address registered on the account?
null (21/07/2018, 12:51:52): David Mackay [email removed]
NIKHIL (21/07/2018, 12:52:54): Thanks for the details, David.
NIKHIL (21/07/2018, 12:55:10): Since when are you facing this issue?
null (21/07/2018, 12:57:18): last week seems intermittent but always when I want to watch something
NIKHIL (21/07/2018, 12:58:00): Do you receive any error codes or error messages?
null (21/07/2018, 12:59:02): no just the prompt above and advert for nowtv like i don't have a subscription
NIKHIL (21/07/2018, 13:00:50): Okay, is it connected to a NOW TV Box or something?
null (21/07/2018, 13:01:34): no, apple tv with app connected to a HDTV via HDMI
NIKHIL (21/07/2018, 13:02:24): Is that NOW TV app?
null (21/07/2018, 13:02:37): yep
NIKHIL (21/07/2018, 13:03:10): Cool, please remove the app and then re-install the app and check if it works fine.
null (21/07/2018, 13:03:19): done that no joy
NIKHIL (21/07/2018, 13:04:11): Okay, give me a minute please.
NIKHIL (21/07/2018, 13:06:42): Meanwhile, how's the day been?
null (21/07/2018, 13:07:04): fine but a little frustrated by this
NIKHIL (21/07/2018, 13:09:07): Okay, thanks for your time.
NIKHIL (21/07/2018, 13:09:19): Are other channels and apps working fine?
null (21/07/2018, 13:10:35): everything else seems fine. thought it may be a channel restriction but ruled that out as not per programme.
NIKHIL (21/07/2018, 13:10:47): Okay.
NIKHIL (21/07/2018, 13:11:43): Have you done a software update on your Apple TV?
null (21/07/2018, 13:12:16): checked that and it is up to date and i have not done a manual one that coincides
DHINESH (21/07/2018, 13:13:22): Thanks for contacting NOW TV, you are talking to DHINESH. How can I help?
null (21/07/2018, 13:13:45): can you see the existing thread?
DHINESH (21/07/2018, 13:14:24): Give a moment while I check this for you.
DHINESH (21/07/2018, 13:17:58): I'm still working on your issue, please bear with me.
null (21/07/2018, 13:22:39): timed out still needs resolved
Talha (21/07/2018, 13:23:36): let me go through your account.
Talha (21/07/2018, 13:27:36): Can you confirm what all steps you have tried in past?
null (21/07/2018, 13:28:34): as per the strand above switched off and on removed and restored app, made sure everything is up to date which it is
Talha (21/07/2018, 13:29:19): Which Box you have?
null (21/07/2018, 13:29:33): can you read it says apple tv
Talha (21/07/2018, 13:30:33): Yes I am able to go through.
null (21/07/2018, 13:31:00): please do
Talha (21/07/2018, 13:31:41): Okay have you delete and re-install that once?
Talha (21/07/2018, 13:31:49): Any luck after doing that.
null (21/07/2018, 13:32:02): yes and no
Talha (21/07/2018, 13:32:29): Can you log out of NOW TV account once and log in back?
null (21/07/2018, 13:32:38): have already
null (21/07/2018, 13:32:46): thats not working
Talha (21/07/2018, 13:33:00): Okay can you uninstall the app and reinstall that once again.
null (21/07/2018, 13:33:29): as per above already done that
Talha (21/07/2018, 13:33:48): Can you try again once?
null (21/07/2018, 13:34:23): done it multiple times it doesnt work you are the last resort before cancelling subscription
Talha (21/07/2018, 13:34:49): Please allow me a moment.  

[Andy]

@Anonymous User Welcome to the community. Sounds like it's an issue at NOW TV's end so I doubt doing anything at your end would sort it (and you seem to have done all the usual stuff anyway). There's another thread about it here

https://community.nowtv.com/t5/Content-Issues-Missing-Episodes/Really-odd-behaviour/m-p/471793

so you might want to post on there. There doesn't seem to be any NOW TV advisors on the forum right now so I'd suggest sending a message via the Get in Touch page 

https://help.nowtv.com/get-in-touch

(expand the Anything Else section at the bottom for send a message option) and hopefully they will pass it on to be looked into. Alternately if you use Twitter maybe drop a tweet to 'at' NOWTVHelp

[Anonymous User]

thanks Andy will give it a look, help advisor has taken it offline via email (although neglected to tell me that) and I have asked for escalation as I am of the same opinion logging out/in fixes it for a couple of minutes only.

[Anonymous User]

Hi, I seem to be having the same issue. Please let me know if you find a fix as advisor on webchat couldn’t seem to understand my issue! Good luck 🙂

[Anonymous User]

Hey, I also had this issue. Go into the NOWTv app on your tv/Apple TV, sign out and sign in again there. 👌🏻 Fixed.