Rugby content not playing

[Anonymous User]

Hi, 

The sport on-demand section is showing old

tours (England - Australia 2016 etc) and I get an error message showing I need to buy a sports pass when I have one already? 

Could someone explain please? 

Thank you 

[schnapps]

Hi @Anonymous User 

Bit of a long shot have you tried logging out and back in with your playback device or try another device.

Also if your playback device has the option to update the NOW App, then try a fresh NOW App has well.

[schnapps]

Out of curiosity is it a full blown NOW Sports Membership or a Mobile Sports Membership and what playback device are you using ?

[Anonymous User]

I have the full rolling month one.

I’ll try logging in and out again 

[Anonymous User]

Okay so that hasn’t worked

Both phone app and smart tv give the same response. 

“Now Membership Required. Youll

need a now sports membership to watch this”

I do have a sports membership! 

all the other on demand matches play fine but none of the recently uploaded 2016 tests. 

Is anyone else having this error or just me? 

[schnapps]

Hi @Anonymous User 

Sounds like it needs to be investigated by the NOW Content Team @ContentTeam @Izzie-T 

Unless someone can check the on Demand Rugby matches you have highlighted to confirm if it's happening to them also or not.

[Izzie-T]

Hi @schnapps @Anonymous User 

Can I please ask if you can give me the actual content name please? so we can follow up the investigation, please?

Also if you can provide any below info that would you be great help.

• If basic troubleshooting is done-(for unplug device/uninstall app, clear all history on device, smart TV & app. ) and reselect the content through channel path again, not from watchlist or continue to watch.
• Content name
• Season and Ep numbers
• Live or OnDemand
• If possible also timing of the problem happens in Ep
• Device types
• If stick or TV, also the TV model and brand
• Area: UK or ROI
• Image or video of problem if possible

loop in @ContentTeam 

[Anonymous User]

content name:

Australia V England 2016 2nd test 

On demand 

Panasonic smart TV and Amazon Firestick Alexa 

UK