No option to disable auto-renew, only cancel?

[Anonymous User]

Hi there,

I've just bought my Now TV box and have started my 30 day free trial. I don't know if I'll keep the box after 30 days, so would like to prevent this from autorenewing. However I do not wish to cancel my free trial at this stage.

Reading these forums, there are a lot of references to going to My Account on the web, clicking Cancel and disabling Auto Renew. However, when I try this I only have the option to cancel - there are no references to subscriptions or autorenew.

If I click cancel, will this also cancel my free trial? How do I keep the trial running but prevent the subscription from starting?

Thanks in advance,

Stu.

[Anonymous User]

I raised this issue too.

It looks to me like a cheezy marketing trick to con people out of a months subscription

This doesn't happen on the sports pass so why on the movie one?

It isn't pay as you go at all and customers are not that silly to be fooled by it so it can only be bad for business.

[Anonymous User]

Hey @Anonymous User  - The cancel journey has changed.

Now you should be able to see in My Account just options to cancel your passes.

This will cancel your subscription but as the service is a rolling monthly pass, you will still get to view up to your 30 days.

Char

NOW TV Team

[Anonymous User]

Thanks @Anonymous User, really appreciate the confirmation.

I've bought my father a Now TV Box bundle from a store as a Christmas present, and this includes a three months subscription. I'm going to help him set it up when I visit (he's in his 80's) and allow him to decide if he wants to keep the subscription running after the three months are up. To do this, I'll help him enter his card details but I want to make sure he isn't charged after the three months are up unless he decides to keep the service running. I suspect he may switch to the entertainment pack for the Discovery channel.

From what you've said above, if it's a monthly cycle, I can't help him set the unit up on Christmas day, enter his card details and then hit cancel as he'd then only get the first of the three months I've paid for? In other words he can only cancel in the last of the three months?

Thanks in advance for any help. As @Anonymous User has pointed out it wold certainly be useful if we could have the same autorenew enable/disable options similar to the ones it appears you have for the sports channels, especially in scenarios like this where this is a gift for someone else.

[Anonymous User · Accepted solution]

@Anonymous User - this is correct the account will need to be cancelled in the last month of his 3 months pass. Any time before will cancel his subscription but more importantly the offer of the pass.

Char

NOW TV Team

[Anonymous User]

Thanks Char, but of a difficult way of doing it but I'm sure we'll remember, I'll put it in the calendar 😉

[Anonymous User]

Personally i think this is a horrible trick.

The whole idea of pay as you go is that you cannot mistakingly go into debt.

Most users of Now TV will be doing so because they cannot affort Sky TV and if they forget to opt out before the payment is taken its quite possible they will get a £35 bank charge if they have insufficient funds in their account.

I honestly think Now TV have paid a legal expert £1000's to find a loophole in a system that is designed to protect people.

They wont do it with the sports package because it would be very easy to run up a £300 monthly bill and alarm bells would start ringing with consumer watchdogs.

It is very clever marketing but its also vile in the same way Payday loan companies work.

It might appear small scale in most eyes but to someone living on a shoestring buying a little treat for their kids the consequences could be devastating.

I really think this "Opt Out" policy should be changed ASAP.

Its a deliberate attempt to mislead people and it should be illegal.

I will add.

The concept of Now TV is a brilliant one.

It fills a gap in the market and really is a clever piece of kit.

The one thing that is putting a question mark in my mind when it comes to paying for the service after my free trial is the underhand way it has been marketed.

I don't feel comfortable putting my money in the hands of low lifes who are happy to make profit from other peoples misery.

Now TV need to fix this part of their company and fast!

[Anonymous User]

@Anonymous User - Thanks for the feedback but there is no trick and we are not ''low lifes''.

It is quite simple to cancel as the cancellation journey has been changed recently due to feedback from our happy customers.

You simply click 'Cancel' on the pass you have subscribed to in the My Account section of the website.

It's logic if you cancel the subscription the offer and subscription you have taken out will end therefore you will need to cancel in the last month of the 3 month offer.

Cancelling online via the website makes it easier for customers to manage their own accounts.

We get a number of contacts in which we are happy to help but say a customers trial runs out tomorrow and we do not get back to the customer in time because they have contacted us very late in their trial, we know the option is there for the customer to self service and manage their account accordingly.

Again we appreciate the feedback but calling us ''low lifes'' is a bit harsh on people who are just trying to help at the end of the day.

Char

NOW TV Team

[Anonymous User]

Am I correct in that subscribers just clicking cancel against the Movie option does not stop Now TV taking Now movies subscriptions?

The word cancel to me is clear enough. Why should it mean to Now tv you then need tofill out a questionaire then you should switch auto renew off after you have already cancelled. Why would someone click cancel and want to continue with autorenew?

 The first function should be auto renew on - off. This is for what ever reason you may want to stop subscribing for a while. Then i necessary proceed to cancel which will cancel

your subscription permanently. It appears the option to permanently cancel is not availabe.

[Anonymous User]

@Anonymous User im not sure what you are referring to?

Once the survey is finished the website tells you the account is cancelled and the date your current subscription is going to roll to?

Char

NOW TV Team