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Anonymous User
Not applicable

Smart boxes don't work and Now TV tech support and customer service unresponsive

I have two smart boxes - great product for a couple of weeks, then both stopped connecting to Skyid, which is known and working as the app works on other devices.  Tech support logged fault but no response for over two weeks. Customer services complaint raised - no repsponse. This is poor customer service for what is supposed to be a new and improved box. Does anyone know how to elicit an answer from Now as to date the silence has been deafening .

1 ACCEPTED SOLUTION
SeeMoreDigital
Legend 5
Legend 5

Hi @Anonymous User,

 

Do you have any special characters in your current username and/or password, such as an % or + or $ etc?

 

It would appear that when NOW TV issued their last 'app' update for (Roku) hardware playback devices, it broke support for some special characters...

 

 

Cheers

View solution in original post

10 REPLIES 10
SeeMoreDigital
Legend 5
Legend 5

Hi and welcome to the forum @Anonymous User,

 

Perhaps the following 'Help Centre' article may be of use to you: Can I use my Sky iD to sign up?

 

However, if the afore mentioned 'Help Centre' article does not satisfy all your requirements, I suggest you contact a NOW TV representative via the forums 'Live Chat' facility and explain your issue to them.

 

The easiest way of contacting 'Live Chat' is by using a Windows or Mac computer, along with various many makes and models of mobile phones and tablets (provided their screen resolution is high enough). Here's what you need to do: -

 

  • Click on the following: How To Contact NOW TV link.
  • Click on the blue 'Start Live Chat' button on the left of the web page.
  • A new 'What can we help you with today?' pop-up window should open up.
  • Click on the 'Request Chat' button.

 

Cheers

Anonymous User
Not applicable
Th aks for the help - tech have already rebuilt my smart box 4 times and
asked me to change my Skyid 3 times. I have an open call with them

NOW TV Help - Case ID: 01775459 but no reply in over 10 days.....not good.
Anonymous User
Not applicable

Hi @Anonymous User

 

 

Can you advise if its the case that it won't recognise your login details when you try to log in? of do you get a message saying it can't connect to Sky ID?

 

 

Thanks

Eddie Smiley Happy

Anonymous User
Not applicable

On Fri, 24 Feb 2017 at 12:43, Paul Sheridan
wrote:

> Hi Eddie - still the same problem as originally reported - Now services on
> both smart boxes require me to log in - when I try and log in with my
> Skyid, which I know works as the app on my IPad and AppleTV both work fine,
> doesn't connect - I get the three standard opening splash screens and am
> then asked to login - I use paulsheridan71 and my password and I get the
> error message " Sorry we did not recognise your login details". I really
> liked the smart box - when it worked - I think my call has dropped down a
> black hole and just want it fixed.
>
> Thanks for taking an interest - I had been thinking that there was no one
> there as the silence has been deafening.
>
> P
>
> On Fri, 24 Feb 2017 at 12:17, NOW TV Help Forum
> wrote:
>
> Hi Paulsheridan71,
>
> EddieM (NOW TV Team) mentioned you in a post! Join the conversation below:
> ------------------------------
>
> Re: Smart boxes don't work and Now TV tech support and customer service
> unresponsive
>
>
> Hi @Anonymous User
>
>
>
>
>
>
> Can you advise if its the case that it won't recognise your login details
> when you try to log in? of do you get a message saying it can't connect to
> Sky ID?
>
>
>
>
>
> Thanks
>
> Eddie
>
> Reply
>
> | Accept as Solution
>
> | Say thanks
>
>
>
> ------------------------------
>
> NOW TV Community sent this message to [email removed].
> You are receiving this email because you were @mentioned.
> To control which emails we send you please go to, manage your
> subscription & notification settings
> or unsubscribe
>
> .
>
> --
> Paul Sheridan E- [email removed] M - 07938137221
>
>
Anonymous User
Not applicable
Please send me something I can respond to !
SeeMoreDigital
Legend 5
Legend 5

Hi @Anonymous User,

 

Do you have any special characters in your current username and/or password, such as an % or + or $ etc?

 

It would appear that when NOW TV issued their last 'app' update for (Roku) hardware playback devices, it broke support for some special characters...

 

 

Cheers

Anonymous User
Not applicable
Yes - lots of them......will try a password reset with alphanumeric only
and see what happens
Anonymous User
Not applicable

Good to see that @SeeMoreDigital

 

 

Provided the answer for you that was going to be my next reply. At least its sorted now.

 

 

Cheers

Eddie Smiley Happy

Anonymous User
Not applicable

Removed my numerous special characters- bingo - it worked

 

Thank you now - would have liked this a few weeks ago - but nonetheless grateful for the fix 

 

Now - any chance of some decent sub titles ?