cancel
Showing results for 
Search instead for 
Did you mean: 
Fidoedidoe
Occasional Poster

Re: Chromecast stream disconnecting during adverts...

Same issue here, been like it for a handful of weeks now. The total lack of movement from Sky to correct the issue is shocking...WE ARE PAYING FOR THIS S**T!

Given app store review one star, just hoping attempts to get it into news / media will generate a tangible response from Sky.

0 Thanks
Reply
Bennyg1
First Poster

Re: Chromecast stream disconnecting during adverts...

This is rubbish. Makes watching livetv useless. Has anyone had any sensible communication or response from anyone at NowTV?

0 Thanks
Reply
cpesurrey
Occasional Poster

Re: Chromecast stream disconnecting during adverts...

Customer support are rubbish on this matter.  I raised it with them weeks ago, they wouldn't flag it to technical support until i reset my chromecast and sat watching the tv until it happened again.  Obviously it did but wasted loads of my time.

Anyway, the technical team have been working on it for weeks apparently.  They can't say when it will be fixed (can't even confirm days, weeks or months).  Everyone who is experiencing the issue should just keep logging the issue via their chat:

https://help.nowtv.com/gb/get-in-touch/anything-else

The more people that complain they may take this seriously otherwise they're just happy to keep taking our money and providing a rubbish experience. 

0 Thanks
Reply
BrockLanders
First Poster

Re: Chromecast stream disconnecting during adverts...

I'm another with the same problem. I reported it and was later given a pathetic answer: just the basics on how to connect Now TV to cast to my television. Erm, like I didn't know that? Demonstrated a total lack of understanding of the issue and possibly even the point of how customers would use Now TV. How would I be reporting the problem if I didn't know how to stream to my television?

I went through a phase of watching the sport, dreading the adverts coming on, getting to a point of understanding there was no point reconnecting the stream as soon as the adverts had started and had broken the stream, as it would only be broken again once the adverts finished (and try explaining that to Now TV, as it seems impossible for them to understand). Of course, this puts everyone experiencing this in the ludicrous position of trying to guess when the adverts have finished. When watching a channel which has adverts every 15 or minutes or so, altogether a completely unacceptable experience.

I decided to follow up another complaint with Now TV again. I reported the problem again and, once again, pathetic answers about needing to be on the same wifi connection. I had a live chat time out with one support person, because the operative clearly didn't feel like answering my questions. My frustration was boiling over. I started up another live chat and, after about 30 minutes of chat, I was told my issue would be referred to '2nd Tier Support'. Finally, I felt Now TV might address this issue and for all others experiencing the same. I was contacted, not the next day, but the day after, presumably by '2nd Tier Support' who asked me what my problem was? Incredible. Wow, that's the most unhelpful support and customer service I believe I have ever experienced.

Through all of the discussions with Now TV, I referred to this very thread, saying they must surely be aware of the issue and not keep asking 'what is the problem'? It cannot possibly come as a surprise to them, as numerous of THEIR customers are reporting the problem on THEIR forum, with 10 pages worth of customers reporting the same fault. There still seemed to be no acknowledgement of this and no willingness to address the fault. I kept saying 'read your forum' and forwarding the link to this page.

I kept asking for my money back and, after one more email, yet again repeating all the same old details of what the problem is; that I was using Google Chromecast with an iPhone or an iPad, that I had tried connecting from those different devices, and that I want my money back. The next day I received an email to say 'It's goodbye for now'. My account had been closed and my subscription (I had unintentionally only just entered into the next billing period and had meant to cancel) was refunded. It was what I asked for, but still really unsatisfactory.

So, the lesson is Now TV do not even seem to know about this issue (at least that is what any of their support staff seem to portray) and they certainly have no intention of fixing it. The only way to 'fix' the issue is to get a refund. I think it tells you something about the quality of the Now TV proposition and their motivations.

Now TV you are now bottom of the pile of the worst customer support I have ever experienced. Truly pathetic. Someone of some standing in Now TV needs to actually read these posts and do something about it, to improve your organisation and delivering the service your customers are paying for.

 

 

0 Thanks
Reply
Madazhell
Occasional Poster

Re: Chromecast stream disconnecting during adverts...

They know precisely what the problem is. They are just unwilling or unable to fix it.
0 Thanks
Reply
cpesurrey
Occasional Poster

Re: Chromecast stream disconnecting during adverts...

I did get an email from customer support yesterday saying they have now fixed the issue. No apology or compensation but fingers crossed its sorted. I guess we'll all see soon enough! 

0 Thanks
Reply
Smiff23
Contributor 1

Re: Chromecast stream disconnecting during adverts...

Yes.

 

After three months it is fixed!!