I'm having a similar problem. I already had one now tv box which was working fine, then I bought another one but it wouldn't go past setup and would just give an 'unknown error' after putting in my username and password. The day after that, the box that was previously working threw up an error message so I reset it and now both boxes give the unknown error when trying to complete setup. That was ten days ago and it still hasn't been resolved.
I contacted live chat right after it happened and explained the problem and all the things I've already tried and they told me to go through it all again, so I did (surprise surprise it didn't work), so they said they will pass me on to technical help. A few days later I received an email from technical help telling me to try logging in again (still not working) so I explained (again) all the things I have tried. They email me back telling me they will pass me on to someone else. Great, another 3 days wasted on emails and another 3 days wait for the next person to get in touch to 'help' me.
So, this morning I received another email from technical help telling me to try all the things I've already tried AGAIN! It's still not bloody working because nobody has tried anything other than tell me to try all the things I've already tried over and over again!
I've seen a couple of other people post on these forums saying the only thing that lets their box get past the unknown error is signing up for a new account, so why is nobody looking at my account and trying to fix it? I've already told three so-called technical help staff this very thing but I have a strong feeling I will be explaining it all over again for the next person I get passed onto as no-one seems to have the faintest idea what to do or how to fix it.
Needless to say I am pretty frustrated.
Just for the record, things I have tried so far (many times):
disabling network pings on the hidden menu
connecting through a 3G network instead of the home WiFi
Installing beta firmware through the hidden menu
Installing retail firmware through the hidden menu
resetting my password through the login page on the Now TV website
What really irked me is the person I was talking to on live chat was so sure I had exceeded my device limit for the month (which I hadn't) that, after reading through everything I'd tried and me telling them I had a spare device slot, then told me at least I could still watch Now TV on a tablet until next month when I get an activation back. Well that's just great.
Does anyone on your technical help team actually fix stuff or do they just send out generic emails that don't even make sense? Such as telling me to go to the home screen and enter the settings menu when I am telling them I can't even get past the log in screen?
This is ridiculous.
It's now the next day and I've received another email saying I'm being passed on to someone else, the 'customer support team' this time. This is an absolute joke, this is the worst customer support experience I've ever had, what the hell is going on?
Do any of your support staff know how the service actually works? It is becoming apparent that I am going to be passed from person to person until I give up and go away, is this how it works?
I have the very same problem. I exchanged the box on the advise of a live chat, and you guessed it, still did not work. I had an email from the so called technical team and still no good. After the latest live chat they told me to wait for the upgrade which is being applied to the TV Box and try again. I am seriously considering taking the box and throwing it!! The live chat people just seem to be reading from a script.