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billm912
Mentor

Re: blue screen intermittently during a program

Same problem as everyone else! Currently watch the F1 qualifying and TV keep giving me a dark blue screen but still have sound, blue screen disappears if I press remote ok button but returns in a few minutes. This has been going on since menu update, which I agree is rubbish and not as good as the old one. We we ever get a solution to this?

RachM1
Advocate

Re: blue screen intermittently during a program

I am also getting this problem. Since the update it has been happening on the menu screen, it goes blue until I press one of the arrow keys. Sometimes it just randomly returns me to the home screen.

I am currently watching 'Marnie' and it is flashing the blue screen once every minute. It also goes blue when I pause. 

I am on software version 9.3.3 build 4104. 

I am on box model 4201, SN842713088936, watching on a Panasonic TX-40C300B, connected by HDMI and using original power cables.

As suggested by some others on this thread I did a software update check, it said it was up to date but the problem seems to have gone away for now, sounds like I'll  have to do that on a regular basis for uninterrupted viewing which is less than ideal to say the least.

 

You said 'our teams are working hard to get to the bottom of this' on the 21st September, well over a month ago now, and this is the last update we have had on this thread, and I see you posted the same thing in the other box/stick categories too, and there seems to have been no further updates.

 

When are you going to fix this issue please?

billm912
Mentor

Re: blue screen intermittently during a program

Still no response from NowTV on this problem!!

The problem is still occurring on everything I watch, live TV Movies & Entertainment.

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 it doesn't work!

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 ??

 

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yaremus
Advocate

Re: blue screen intermittently during a program

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!

billm912
Mentor

Re: blue screen intermittently during a program

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

StormHavoc
Mentor

Re: blue screen intermittently during a program

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

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Simon-J
Community Manager
Community Manager

Re: blue screen intermittently during a program

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

 

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Simon-J
Community Manager
Community Manager

Re: blue screen intermittently during a program

Hi @billm912 

 

Thanks for sharing this. 

 

I can see what the advisor was trying to do here but looks like they didn't quite grasp the point that you're seeing issues on more than one on your devices, the best thing to do in regards to how this was handled would be to raise a complaint: https://help.nowtv.com/article/how-to-make-a-complaint

 

I would say, although it's clear to me you wern't swearing at the advisor almost every customer services have a zero policy when it comes to "bad" language, so it's best to play it safe and avoid it or the advisor usually has the right to end the chat. 

 

I'm doing everything to make sure all the infomation and feedback were getting on this issue is flagged to the tech teams and I will keep pushing this on everyone's behalf, so while I can't provide a timeline on this I can tell you this is a priority and you are being listened to.

 

Thanks

 

Simon

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billm912
Mentor

Re: blue screen intermittently during a program

Hi Simon
Thank you for your reply.
Having worked in customer facing local government for 40 years I do realise that customer advisors have a difficult job, but being essentially told “tough luck, we are looking at it and you will just have to wait” without any end date in sight or any alternative provision offered does tend to frustrate!
All I want is the service I’m paying for, I’m not really interested in compensation but continuing to have to pay for something that you are not receiving is just wrong!
Whilst the issue is being pursued by your Tech dept it would seem reasonable to either offer to provide an alternative viewing method, ie a new stick (assuming they work) or to refund my subscriptions.
I purchased my Black Box from you as I wanted a wired device not a wireless device but it seems you are moving away from this option entirely?
Also, it seems from the community posts that this is not a new problem and has been reported to you since at least August. So, you will forgive me and others if we are getting a bit fed up with it! It does seem that these problems started post the Menu “upgrade” which I agree with most others is not an upgrade and is worse than before.
Bill Milburn

Nickyt1
Observer

Re: blue screen intermittently during a program

Hi, 

This problem has been occurring for me also for the past week.  I have cleared the tv cache, taken my nowtv stick out and reinstalled with no change I'm afraid.  Advice please?

Thanks

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