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

[Anonymous User]

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 .

[SeeMoreDigital]

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]

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]

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 

[Anonymous User]

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
>
>
>
> ------------------------------
>
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> .
>
> --
> Paul Sheridan E- [email removed] M - 07938137221
>
>

[Anonymous User]

Please send me something I can respond to !

[SeeMoreDigital · Accepted solution]

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]

Yes - lots of them......will try a password reset with alphanumeric only
and see what happens

[Anonymous User]

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 

[Anonymous User]

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 ? 

[Anonymous User]

Unbelievable - you have given me sub titles - you have gone from zero to hero....thank you - it makes such a difference !!!!!!!!