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Scholar

Box not loading home, catch up or TV guide options

Hi in the last 4 days the home, catchup & TV guide options are not working. The screen just refuses to load & just hangs. I've tried soft reset, hard reset using the button on the back, factory reset, now tvs own technical support but no solution has been offered & the support team cut me off twice! Please help! The only way I can access content is via the apps option but isn't a great customer experience. 

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Community Manager
Community Manager

Re: Box not loading home, catch up or TV guide options

Hi @kpark76 

 

Sorry to hear about the issues you are encountering with your device. 

 

Can you please let us know the version of the app you are running?

 

You should be able to find this out by heading to My Account.

 

Thanks

Karl

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Scholar

Re: Box not loading home, catch up or TV guide options

Hi,

Version on the app is 10.12.0 however the app is working on my phone but my
now TV box & now the stick I've replaced it with as I thought the issue was
the box is not!

Tech support asked for a hard reset to be completed which I did & this made
the issue worse! I was able to access content via the app option on the
box/stick but now if I try it just kicks me back to the apps option & will
not allow access.

I've had no response since I replied to tech support after the hard reset.
Really disappointing service, I'm now paying for a service I cannot access
& have been for a week now!

Thanks
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Scholar

Re: Box not loading home, catch up or TV guide options

Karl please read my previous responses before replying.

 

This has not been fixed! 11 days with no service or response from tech services ref 07294919 is very frustrating, 

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Mentor

Re: Box not loading home, catch up or TV guide options

I'm having the exact same problems on 3 separate boxes in my home. Hard reset and factory reset both fail to resolve the issue. These boxes are also running version 10.12.0 like @kpark76 

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Scholar

Re: Box not loading home, catch up or TV guide options

I cannot believe Now TV have had the audacity to send me a customer service
survey today asking how things went.

No resloution has been offered. Shocking experience!
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Mentor

Re: Box not loading home, catch up or TV guide options

I agree completely. By replying to your post I somehow became an "advocate". What the hell does that mean? And still no resolution but loads of drop outs and "no network connection" messages when I know, full well, my internet is up and running properly.

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Legend 5
Legend 5

Re: Box not loading home, catch up or TV guide options

@GazTan @Karl-F 

 

In the old days, these various statuses had to be worked for, by making a number of postings, and they really meant something about your activity in the Community.

 

Then the hierarchy was flattened, and the statuses are now handed out like sweets.

 

It was thought, apparently, that doing this might promote engagement, but it has not, and if anything, has gone the other way.

 

One particular irony, as evinced in your case and for others before you, is that if you arrive and post a single complaint, you are made up to ‘Advocate’, which is about the last thing you are, or want to be, in such circumstances 😢

 

This is an irony which seems to be lost on the NowTV Admins, though it is not lost on me.


If my posting answered your question, please click ‘Accept Answer’
(As long as you started the thread, and haven’t already accepted an answer)
If you liked my posting, please click ‘Thanks’ (the thumbs-up icon)
If you disagree with my posting, say so below, and I will see if I need to mend my ways 🙂
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Mentor

Re: Box not loading home, catch up or TV guide options

This issue is being reported all over the forum in different threads. I got a new nowtv box but still have the issue of it hanging. 

 

Someone else suggested you can use the 'search' function to find your programmes which worked for me but is a ridiculous  workaround. 

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Mentor

Re: Box not loading home, catch up or TV guide options

I actually purchased a Now TV stick to see if that would work properly. But, no, if anything it is even more useless and I see there are threads re. the error messages being thrown up when people try to activate them.

There is obviously a serious flaw in the NOW TV code or their system capacity which is simply not being addressed. It certainly isn't a problem with individual power supplies or network connections.

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