“Sorry, something went wrong” error

[Anonymous User]

I keep getting the “Sorry, something went wrong” error message - it happens every few minutes!

I’ve turned off the power to the Now TV smart box, restarted the router and performed a factory reset - none of it worked. I’m still getting the “sorry, something went wrong” message.

It happens whether I’m watching live tv or a playback. If I’m watching the latter, it doesn’t remember where I was and starts again from the beginning. Why else can I so as it’s extremely frustrating?

[Anonymous User]

I've been getting same problem. Happening about every 10mins tried reset but still not working

[schnapps]

Hi @Anonymous User 

Seems to be happening to quite a few people over the last day or two.

Here's one typical thread.

https://community.nowtv.com/t5/Content-Issues-Missing-Episodes/Something-went-wrong/m-p/544950#M16414 

Just wondering what NowTV box version do you have and did your box get a software update recently from OS 9.2 to 9.3 ?

[Anonymous User]

It’s not happening on my either my phone or tablet, it’s happening when watching the TV. 
I’ve had the box for over 2 years now - not sure which version/model it is??

[schnapps]

Hi @Anonymous User 

Would it be this box in the picture below or the box with the NowTV blue or pink logo on the top casing ?

When you go into the box settings under Systems, then about it should show the software version number.

Have you tried going into Apps Store, then click on the NowTV App, then click on "Go to App" to see if the error message still happens from there (can't check myself because i am not encountering this message on my newer NowTV 4K Smart Box).

[Anonymous User]

Hi @schnapps 

It’s the box with the blue logo on top and it’s device number is 4500SK (which means absolutely nothing to me 😆). Can’t seem to locate the software version in setting though?

I’ve not tried going through the apps, but will try that now. 

Georgie

[Anonymous User]

@schnapps 

I found the software version:-
    9.3.3 • build 4104-16. 

Does that mean anything to you?

[Anonymous User]

I am having the exact same issue on my smart box aswell to the point we can't watch a programme as it keeps happening so often!! It doesn't say we need any updates either 

[Anonymous User]

Very frustratingly, the same problem is happening through the app on the TV as well.

I can’t even call customer services as they don’t have call handlers for TV issues, only broadband issues. Can honestly say I’m very disappointed with the service - or lack of! 

I’ve submitted a complaint, so now I guess I just have to wait. 

[Anonymous User]

I've just done live chat and was told that there is a software problem which is being worked on urgently.

[Anonymous User]

I wouldn't bother waiting. I found it so annoying. I tried to speak to an advisor and was told talk to the effing robot on chat. I'm furious with how now TV have dealt with this. They take your money very quickly but refuses to provide a decent service. Best way to solve the problem is cancel and get a new provider. 

[Anonymous User]

@Anonymous User 

I agree, their customer service is shockingly terrible!

[Anonymous User]

I’ve only had roku for three months. Gutted. 

[Anonymous User]

Hi @Anonymous User 

Thank you for that update. You got further than I did with the chat robot! I’ve been experiencing it for 2-3 days now. I don't suppose they have any indication as to how long it’ll take to fix?

[Anonymous User]

No official indication of timescale, I'm afraid.

[Anonymous User]

Has this been resolved as I have had this problem the past 2 weeks doing a google search took me to this thread and it’s now 2021 

[gavs82008]

@Anonymous User 

Not that I’m aware of, although I do know that a factory reset usually sorts out issues.

https://help.nowtv.com/article/hard-factory-reset-now-box-stick

[Anonymous User]

i spoke to someone by chat and they told me to reset the box and had to start again and it didn't work, still getting the error message

[leafyarbour]

Same here - Roku Streaming Stick + 

Definitely a NOW TV problem by the look of it.

[Anonymous User]

What a load of crock this Nowtv has turned out to be. Can't speak with anyone and if you do manage to actually speak to someone,they tell you to contact the robot on chat. How hilarious is that. Now TV must employ monkeys if a robot has more sense and knowledge 🤣 as a result I've cancelled now TV. Will also find a new broadband provider. If we all did that they would soon get their act together.

[Anonymous User]

so true. This has been going on for 3 days. Totally crappy service and even worse you cant speak to anyone