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Hi i havent been able to access my account for a few months now and been charged for it and now its

Hi I haven't been able to access my account for a few months now and been charged for it and now its asking for another payment 

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Legend 5
Legend 5

Re: Hi i havent been able to access my account for a few months now and been charged for it and now

Hi @Amamda1 


On the Community, we fellow customers can offer you lots of advice on using NowTV, but there’s not a lot we can do about Billing queries, refunds for failed Cancellations, and other areas where only NowTV themselves can help.


There is actually an enormous wealth of information provided by NowTV if you choose the Help option, and the idea is that you work through that, and if it still doesn’t resolve your query (as it usually won’t where money is involved), then you get the option to contact NowTV directly, either by Live Chat or by complaint webmail, and even - though for Broadband only - by telephone.


However, this process seems to fail for a lot of people - I’m not sure where or why - but we do get the regular complaint on the Community that people can’t find these ‘Get in Touch’ options. And we also get the situation where people hope that posting on the Community about Billing issues means their post will be read by NowTV employees who will start the remediation process with them. But this is rare, and not something you should rely on.


If you have not gone through the Help, then I recommend that you go back and try it.


But if you have gone through it, and got nowhere, here are some useful links:-


Get in Touch (all the options, and the best place to start):-


On a screen with big buttons all around, you may find the link you need is under a tiny green arrow, so be vigilant.


 Live Chat and Send Us a Message:-


On Live Chat, when you can get onto it, keep your answers short, sweet and prompt, or it will time out on you.

If the person you are talking to doesn’t seem able to understand your issue, ask to be escalated to the next level of help.


<If you can’t access Live Chat and nothing happens, try a different browser from your usual one (Internet Explorer, Edge, Chrome, Firefox, Safari) on which you haven’t disabled pop ups, third party cookies or indeed any cookies, haven’t set an Ad Blocker, and haven’t set Noscript on, or JavaScript off, as any or all of these things may prevent the Live Chat window appearing>


Complaint webform for TV issues:-


Complaint webform for Broadband Issues:-


Good luck!

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