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Anonymous User
Not applicable

Activating Now TV Stick - 'Oops somthing went wrong'

Hi

 

I signed up for a Now TV free trial, and liked the content so I decided to buy a Now TV stick so I could watch on my TV. The stick I bough comes pre-loaded with some passes. 

 

When I try to activate the stick I get to the 6 digit code on my TV. When I input this to the Now TV website, it recognises my Now TV account then says 'Oops something went wrong at our end;.

 

I've spent hours on with Live Chat and tried all sorts of suggestions including using a different browser, using a different computer, clearing cookies, re-setting my wifi, re-setting the stick, using browser's incognito mode, but nothing will work. 

 

I've been in email  correspondence with Now TV over the last few days. Their responses are rather incoherent but seem to be saying that other customers are having the same problem, it's with their technical team but they cannot tell me when (or even if) it will be fixed. I can also see other posts in this forum, but none of them seem to report a satisfactory solution.

 

Now TV keep reminding me I can use other devices; I remind them that viewing TV on a laptop screen hardly makes for ideal family viewing, and that if I wanted to use other devices then I would not have spent good money on a TV Stick!

 

My Theory

My Now TV account is currently using a free seven day Entertainment trial. On the Passes and Vouchers screen, there is no green 'Apply a voucher' link under Entertainment pass. All the other passes have this link available. The Now TV stick includes a 1 month Entertainment Pass. The system is unable to apply this pass to my account due to the presence of the free trial, and is therefore unable to proceed. 

 

My Questions

Given Now TV's inability to assist, I am asking the forum if anyone has ever successfully overcome this problem, and if so how?

 

Is my theory above likely to be correct? If so, is the problem likely to resolve its self at the weekend when the free entertainment pass expires? Or is my theory a load of nonsense?

 

Alternatively, is it possible to buy sticks without pre-loaded passes (I gather some people receive paper passes with a code to input) - would success be more likely with one of these sticks and where can I buy one from?

 

It's very frustrating - I just want to watch TV on my TV!

 

If anyone has any ideas, I'd be really grateful. 

 

Thanks!

 

 

69 Replies
Laura10
Advocate

Hi, did you manage to sort this?currently doing the same to me so frustrating! 

 

Sorry i cannot answer any of your questions!x

Anonymous User
Not applicable

Hi

Not really. In the end, Live Chat gave me new codes for the passes that were included so I could add them to my account. I threw the smart stick in the bin and bought a Chrome cast instead. Probably not the answer you were looking for.

 

They have sent me a code to order a new Smart Stick, but the code didn't work and I really can't be bothered any more. 

 

 

Laura10
Advocate

Thankyou for your reply. I have just been told to take it back to where i purchased it, a load of help that is! I think ill do the same and buy another brand instead. 

Anonymous User
Not applicable

They kept telling me to take it back (despite it being a problem with Now TV, not the stick). The shop were not keen to take it back, since I'd opened the package and they had no way of knowing if I'd used the passes or not. 

 

In the end I got a helpful Live Chat person, but they were about the 30th person I spoke to. 

Anonymous User
Not applicable

how did the helpful person help?

 

I too am having the issue with my stick and because of covid -19 the live chat is currently unavailable

Laura10
Advocate

Hi i ended up binning my first stick and ordering another by time it arrived we was in lockdown.. So frustrating because my 2nd stick was doing the exact same thing and this time there was no one to even attempt to help..

Anyway something told me to attempt to use my partners email address ( creating a new account) and it worked straight away. Weird because the first time around now TV didn't suggest anything of the sort. Would have saved me money and time!

Try creating a new account and hopefully it will work for you as well.

 

 

Saint1976
Elite 3

@Laura10 If you create a second account with a different email address, ensure that the original account has no active passes, a payment pin is applied to the account to prevent any new passes being applied and when the help section is up and running you get the whole account deleted. If you leave the account active, you may get charged twice!!

Laura10
Advocate

My first account Is for my broadband so I need the account open and I've never had activated passes on there, and never will as it won't accept that account onto my stick or anything for that matter 🙂 .. thanks thou @Saint1976 

Simon-J
Community Manager
Community Manager

@Anonymous User @Anonymous User @Laura10 @Saint1976 

 

Hi everyone. 

 

We believe we've fixed the problem causing the error. If you're still experiencing the problem please reply to this post to make us aware.

 

Thanks

 

Simon

Anonymous User
Not applicable

Today 2 NowTV boxes and my NowTV stick are unable to access content via the NowTV app... the boxes and stick are working as I can access other apps, but with NowTV it doesn’t recognise my account details and when I try to sign in it says oops something went wrong... I’ve tried resetting to factory settings, re-entering login details etc. But it’s just says oops something went wrong.  Looking at downdetector it seems as though there are a lot of similar cases... what are NowTV doing to fix this? 

Anonymous User
Not applicable

Still got this issue.

Still get message oops etc etc

 

Here's  serial no of NEW STICK

20200603_210358.jpg

Anonymous User
Not applicable

Hi simon

 

Still no fix.

Sent previous reply with stick sn

People saying delete account start again.

This cant be right

Anonymous User
Not applicable

Still not working .Bought new nowtv stick. Cant get voucher code working.

Anonymous User
Not applicable

On waiting for someone called simon to reply.

Simon-J
Community Manager
Community Manager

Hi @Anonymous User ,

 

I belive you have a case open with us? someone should contact you there (via email) to update you ASAP.

 

Thanks

 

Simon

Anonymous User
Not applicable

Cheers

But nothing yet.

Still waiting still no TV

Anonymous User
Not applicable

No reply yet
Getting really fed up now.
Tv stick not working
Fab fibre now sucks
No broadband tech test available
Tempted to just jack the lot now.

Anonymous User
Not applicable

I have this problem too. 
I have contacted the online support twice and told I would be contacted via email over 6 weeks ago now. This still hasn’t happened. I have also signed up for broadband but if this is the current customer service I feel I may just cancel it. It’s a joke. 
disgraceful that no one has made any contact with me to resolve this. 

Laura10
Advocate

@Anonymous User

Only thing I can suggest is as I have done above, use a new email.. Not ideal but then when all this covid is sorted and there back open properly you'll be able to contact them to try get it to one account..

Also I've been with them 4/5 months for broadband and haven't yet had a problem with it only problem I've had is with the stick not connecting to my account x 

Anonymous User
Not applicable

I have an account on now tv for internet and sky cinema and I have been given a fathers day present for 1 month sky sports, I kept getting the message 'Oops something went wrong'  this keeps happening over and over I missed the Merseyside derby last night