blue screen intermittently during a program

[Anonymous User]

In the past few days we have been watching the last Perry Mason and during the program, for a split second, the screen went blue, the sound continued and then the program carried on. This has also occurred during the second episode of the Prodical Son, not the first.

Any idea's out there?

[Anonymous User]

I'm getting the same problem since the update. 

Plus, if I pause a show the blue screen comes on and stays until I press play again. That's bearable but the flashing is maddening. 

Incidentally, the update is not preferable to the old format, which was much more user-friendly. Now we have this blue flashing as well!

Come on, sort it out!

[Anonymous User]

Just tried to post this but somehow it has disappeared! Surely not NowTv censorship? Anyway I'll try again

Hi All

I thought the people on this thread might be interested in a response I got from a customer services chat yesterday!

Short story - the tech dept is looking at it, we don’t know how long that will take and in the meantime you should watch on some other platform!!

I’ve attached the transcript of the chat below - my apologies if you consider the use of asterixis inappropriate!!

I then followed this up with a formal complaint and got this reply

Hi William,

Thanks for your patience.
I understand your are facing the issue on your NOW TV Black Box.
 Appreciate your efforts on trying the steps to fix the issue on the NOW TV Black Box.
As the issue was persisting even after trying all the steps we have escalated the case to our higher end technical team who is currently working on the case. They will work on your case and will get back to you via email at the earliest.
You can watch NOW TV on the other supported device until that.
Here is the link to check the supported devices of NOW TV.
Have a good evening.

So don’t hold your breath expecting a quick solution!!

Transcript

Tanvi (03/11/2020, 12:20:37): Thanks for contacting NOW TV, you are talking to Tanvi. How can I help?

null (03/11/2020, 12:20:46): Yesterday after many attempts I finally managed to get through to you and had a chat with one of the advisors.  As my computer is upstairs and the NowTV box downstairs I was told to undertake some actions whilst the advisor would hold on and I would come back to them to say what happened.  I did this and on return to the computer the Chat had ended and the advisor gone!

Obviously I’m not happy about this but even more so the problem remains

The problem is

Blue screen flashing intermittently during programmes.

There is a community thread about this first reported 13 August 2020 with now over 8 pages of similar complaints but no solution

The flashing blue screen problem is occurring on everything I watch, live TV, Movies & Entertainment.  It seems to happen once per minute for about 1 or 2 seconds.

Black NowTV box Device 4200SK

Serial number 326678089246

Software version 9.3.3 build 4104.10

There's no point in having a NowTV box/subscription if you can’t watch anything without interruptions!

Clearly this is a widespread NowTV problem which has been going on for some time, since the menu update it seems!

When are we going to get an answer & solution ??

Tanvi (03/11/2020, 12:21:39): Hello Good Morning 🙂

Tanvi (03/11/2020, 12:22:07): Please allow me a moment to read the above msg.

null (03/11/2020, 12:22:15): ok

Tanvi (03/11/2020, 12:25:45): I apologies for the chat disconnection, it might be due to technical.

Tanvi (03/11/2020, 12:26:03): Please help me with your full name and email address ?

null (03/11/2020, 12:26:29): William ……………………………………….

Tanvi (03/11/2020, 12:26:41): Thank you for the details.

Tanvi (03/11/2020, 12:27:45): William, please rest assured today we will find a solution for this throughout the chat.

null (03/11/2020, 12:27:57): That would be nice!

Tanvi (03/11/2020, 12:28:35): May I confirm which steps did you followed yesterday to fix this?

null (03/11/2020, 12:29:56): I've done a soft reset - a hard reset - unplugged all cables power, HDMI & ethernet reattached them and repowered with no change to the problem

null (03/11/2020, 12:30:36): Software version is up to date

Tanvi (03/11/2020, 12:33:26): William, I really appreciate your efforts to follow all our steps to fix this , I see that this is on-going issue and our technical team is trying to get this fix very soon.

Tanvi (03/11/2020, 12:34:13): I am really sorry for the inconvenience caused to you.

null (03/11/2020, 12:34:20): Community threads show this is a common problem but whilst your Tech Dept may be looking at it I'm stuck with a TV that I can't watch!

Tanvi (03/11/2020, 12:36:48): Yes, our technical team is giving their best to solve this, however you can watch NOW TV on other supportive devices as well.

Tanvi (03/11/2020, 12:37:20): Here is a link for supported devices.

null (03/11/2020, 12:37:46): I've also tried watching on my old Youview box and on this the sound keeps cutting out!

null (03/11/2020, 12:39:23): Pointing me at other devices isn't why I bought a NowTv box and isn’t what I pay my subscription for!

Tanvi (03/11/2020, 12:39:55): Yes, but as I informed you above the issue is already handled and we are trying to fix this at the earliest. You'll be notified once this issue is resolved.

null (03/11/2020, 12:40:52): And yet your first comment to me was William, please rest assured today we will find a solution for this throughout the chat!!

null (03/11/2020, 12:41:30): It also seems that you have known about this since at least August how long is a resolution going to take?

null (03/11/2020, 12:42:39): And while you are trying to sort it out I can't watch it and I'm still expected to pay my subscription !

Tanvi (03/11/2020, 12:44:09): Yes, but on checking your previous cases I see that the issue is already handled.

Tanvi (03/11/2020, 12:44:27): You can still access on other supported devices.

null (03/11/2020, 12:44:49): Tanvi saying it's already handled isn't a solution to me I'm not getting the service that I pay for

Tanvi (03/11/2020, 12:47:21): I am sorry for the inconvenience caused and we are trying to resolve this issue at the earliest.

null (03/11/2020, 12:48:57): Yes, you have said that but it still leaves me having to pay for a service that I'm unable to watch.  It also seems clear that this isn't a new problem and it has been going on for months without a solution so when will it be resolved?

Tanvi (03/11/2020, 12:50:35): The team is already working on this issue and at the moment I cannot help you with any timeframe.

null (03/11/2020, 12:51:40): So, you expect me to just keep paying for something that I can't watch?  You are not offering me any solutions at all !!

Tanvi (03/11/2020, 12:51:45): You can still access NOW TV on other supported devices and we are trying our best to sort this issue.

null (03/11/2020, 12:52:56): No, I bought a NowTV box to watch NowTV! The only other device I have that I can watch on keeps cutting out sound

Tanvi (03/11/2020, 12:53:28): William, as this is a technical issue out technical team is already working on this issue and will get this sorted as soon as possible and you'll be notified for the same and there is nothing much I can do as this issue can be fixed by the technical team.

null (03/11/2020, 12:54:31): Tanvi I realise it's not your fault but you are not helping me at all Why should I keep paying for a service that I'm not getting?

Tanvi (03/11/2020, 12:55:00): You can cancel the auto renewal to avoid any further charges.

null (03/11/2020, 12:55:38): Oh, right so that's you solution we can't help you so **** off!

Tanvi (03/11/2020, 12:56:15): I would really like to help resolve your issue but if you continue to use inappropriate language I’m going to have to end our chat.

null (03/11/2020, 12:56:17): How can I escale my complaint?

null (03/11/2020, 12:56:25): escalate

Tanvi (03/11/2020, 12:56:58): 

null (03/11/2020, 12:57:06): I haven't used inappropriate langue I used ****

Tanvi (03/11/2020, 12:57:21): I'm sorry but we cannot tolerate inappropriate language therefore I am ending our chat session immediately

null (03/11/2020, 12:58:50): I would like a transcript of this chat please to use in my complaint. I think I've been pretty reasonable considering the lack of response I've received

Tanvi (03/11/2020, 12:58:54): You'll get an option to save the chat transcript once its ended.

null (03/11/2020, 12:59:55): You have just taken the soft option but that doesn't surprise me I will make a formal complaint about the matter

Tanvi (03/11/2020, 13:00:29): You can check the above mentioned link for the complaint.

null (03/11/2020, 13:01:40): You said that I would be notified once this matter had been resolved, how will this happen?

Tanvi (03/11/2020, 13:02:00): You'll be notified and you won

Tanvi (03/11/2020, 13:02:04): You won't*

Tanvi (03/11/2020, 13:02:16): be facing the same issue on the device

null (03/11/2020, 13:02:30): I asked how?

Tanvi (03/11/2020, 13:02:42): Via email.

null (03/11/2020, 13:02:50): Thank you

null (03/11/2020, 13:03:47): It doesn't appear that there is any useful purpose in continuing this chat so goodbye

Tanvi (03/11/2020, 13:05:01): Is there anything else I can help you apart from this?

null (03/11/2020, 13:06:26): Anything else presupposes that you actually helped me with this!! No thank you goodbye

Tanvi (03/11/2020, 13:06:37): Have a good day, take care.

null (03/11/2020, 13:06:43): You too

[Anonymous User]

Hi Bill

Nice work. An I think very appropriate uses of ****!!!  However, in an alternate reality Sky may be trying to fix this but in this one, the fact that they told you to use an alternative platform says it all. 

We can but wait, but I’m definitely not holding my breath on this one. 

Regards

Stuart

[Simon-J]

Hi everyone.

Just an update to say this issue is still being investigated. As this issue is only affecting a certain number of customers it's difficult to replicate the issue which is why investigations are ongoing but solving this is very much a priority.

What's really important to getting this solved is the infomation your providing, so thankyou to everyone that has.

Again, anyone seeing this issue should share the following, with as much detail as possible. 

1. Content details (name of film or series and episode number) 
2. Device type and serial number (Black box, Stick, Smart box with blue now tv logo, Smart 4k box with pink now tv logo)
3. Television make and model, power cable used, being used with bundled HDMI lead etc
4. Time the issue was seen to the closest hour <--- it's really useful to us if you can provide the time this happens so the we check the log for that session.

• If possible, upload a video of the blue screen appearing with your reply

[Anonymous User]

1. Doctor sleep 
2.  Black box & serial number 32664WO163573
3. Bush Tv. model 40-1350 HDMI lead 
4. Been continuously since film started playing. 
   I have a video but how do I upload it? 

[Simon-J]

Hi @Anonymous User 

Thanks for that info, it's really useful and I'm sending it over to the team.

To upload your video -

When you click the reply button, you should see a a box under where you write your message that says "Drag and drop here or browse files to attach".

Thanks

Simon

[Anonymous User]

thanks Simon

that "Drag and drop here or browse files to attach" is not an option when reply via a mobile phone.  so i logged on to my pc to attach the video.

i was then informed "You do not have permission to upload video."

so how do i send this video to you now?

[Simon-J]

Hi @Anonymous User

Can you give it another try for me? It should let you now 🙂

- Simon

[Anonymous User]

You do not have permission to upload video.

The file type (.MOV) is not supported. Valid file types are: jpg, gif, png, pdf, pst, ppt, pptx, doc, docx, xls, xlsm, xlsx, mp4.

[Anonymous User]

It's happening to me too. As with others, only since the menu update. I have the black box too. It happened watching the new series of A Discovery of Witches and on live cricket it is permanent and I have to go back to the menu to get rid. You are wrong to assume it's only a few people. I will be leaving NOW TV if this isn't resolved. What action are your technical people taking to resolve it? They caused it with the update.