01-08-2017 19:31 - edited 01-08-2017 19:36
Here's the transcript!
What more can I say, hope you have better luck than me folks! Terrible service.
Mahesh: Thanks for contacting NOW TV, you are talking to Mahesh. How can I help?
Me: Hi, ive just been disconnected from live chat but still need support
Me: Hello?
Mahesh: Hi. Mahesh: Sorry for the technical error you have faced.
Mahesh: Let me help you.
Mahesh: What bring you to NOW TV live chat?
Me: My smart box is having problems
Mahesh: I will help you.
Me: Thank you Me: Hello?
Mahesh: Welcome.
Mahesh: Is it a NOW TV Smart Box or NOW TV box, color please?.
Me: NOW TV smart box
Mahesh: Thank you, can I have your Full name and Email Id registered with NOW TV Please?.
Me: Paul Luxton [email removed]
Mahesh: Thank you for the details.
Mahesh: Can I know the error you are getting?.
Me: There is no error code. The now box needs constant restarting as it either doesn't connect to wifi or the live TV is just a blank screen with sound
Mahesh: Alright, Please hard reset the box.
Me: I have done that before I came on live chat. It took about 20 minutes
Mahesh: Can you try once again by pressing the button behind the box for 20-25 secs untill you get Lets get started page it a request. 🙂
Me: Is there a button on the smart box? Mahesh: Yes there is a reset button behind the box.
Me: I cannot see a reset switch on the NOW TV Smart Box Me: According to the NOW TV Forum there is no reset switch for the NOW TV Smart Box
Mahesh: Yes if you see the back of the box there is a reset switch.
Me: Found it. I have pressed it and its reset
Me: It's reset
Mahesh: You have to keep pressing for 25 - 30 seconds until the box restarts and gives you a page to Lets get started.
Me: Yes it says let's get started
Mahesh: Follow the instruction on the screen and update the NOW TV box.
Me: I have already done this and it didn't solve the problem?
Mahesh: Lets just try once, is the box updating now ?.
Me: It's linking Me: It's updating apps Mahesh: Alright:)
Mahesh: Thank you for keeping me updated.
Me: It's updated all the apps and says all done
Me: I'm scanning all the tv channels
Mahesh: Okay.
Me: All done Mahesh: Is it working NOW?.
Me: Yes its working but it was working before, my problem is I have to restart the box upto 4 times a day! I have already carried out this procedure before going through live help!
Mahesh: Are you facing the issue again?.
Me: Hi, could you read my previous message in its entirety and respond
Mahesh: Yes you meant it keeps restarting 4 to five times.
Mahesh: But did it restart now after REsetting the box?.
Me: Is there a telephone contact number please
Me: Yes it restarted but I fear the problem will continue as I have carried out all these steps before to no avail
Mahesh: Sorry We're an online service so we don’t have a contact number.
Mahesh: Is the box under 1 year warranty?.
Me: Yes its under 1 year old
Mahesh: Then you can replace the box.
Mahesh: If its purchased from the retailer please visit the retailer with the receipt they will replace the box with new one. 🙂 Me: Ok Me: Could I have a copy of this transcript please
Mahesh: Can I know from where did you purchase the NOW TV box?.
Me: Argos Me: Could I have a copy of the transcript please Mahesh: Yes as you press end chat button, you will get an option for save.
Mahesh: And you can save this file as you want. Me: Thank you Mahesh: You're welcome. Is there anything else I can help you with?
Me: No thank you
You've ended the chat
01-08-2017 19:51 - edited 01-08-2017 19:54
@Anonymous User
The live chat advisor has given you the wrong information about doing a hard factory reset on the NowTV smart box (this guide will explain how to factory reset the smart box).
https://help.nowtv.com/article/hard-factory-reset-now-tv-box
This is what i would try in your position, switch off both the TV and box, then try swapping to a different HDMI port on your TV (subject to your TV has more than one port, if not try a different HDMI cable).
Then i would power on your TV followed by your smart box, then go into the smart box menu and undertake a full factory reset (follow the link guide above) you will have to re enter your WiFi and username details again.
Then you will after carry out a full TV channel re scan on the smart box.
Finally go into the smart box menu settings again and undertake a further software update.
If the problem still persists then maybe take it back to the retailer for a replacement or refund.
01-08-2017 19:58
Thanks for the support, much appreciated 🙂