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AndyG9
Mentor

Re: NOWTV stick activation problems

Hi Sophie

 

I have been having the same problem since Sunday. Are you sorted yet?

 

I've spent hours on with Live Chat re-setting things multiple times with no joy. I'm now in email contact with them, and they're saying it's an issue affecting other customers... but as of yet they haven't been able to fix it.

 

I hope you get it solved soon... 

NoelR
Newbie

Re: NOWTV stick activation problems

I’ve been having the same problems since last Friday.Ive tried 3 different browsers, 2 devices, 1 laptop, 2 wifi networks, 2 phone networks and exchanged my original stick as faulty on advice of Now TV help all to no avail. 

Ive advised of this and am awaiting a follow up email from Now TV. Any solution would be appreciated. Close to cancelling my original subscription.

SweetBlitz
Scholar

Re: NOWTV stick activation problems

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AndyG9
Mentor

Re: NOWTV stick activation problems

I'm also waiting on a follow up email. I've just had another attempt with Live Chat. The guy told me they're working on it and he's marked it as high priority. We shall see whether this makes any difference. 

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pocalaw
Advocate

Re: NOWTV stick activation problems

Hi Sophie & Andy

     I was in contact with tech team via email and they said it is a know problem and they are working to rectify as soon as possible. Mind when I asked if they would let me know when it's sorted, they just said to keep checking the community pages and gave me the link. Not really that helpful with so many posts on the site everyday.

AndyG9
Mentor

Re: NOWTV stick activation problems

Hi @pocalaw 

 

Same here - no indication of timescales. I have asked them to treat it as a complaint. The Complaints Code of Practice says "If we’re unable to resolve your complaint while you’re on the line, we’ll tell you how long we expect a resolution to take.." So far nobody is willing to tell me how long a resolution is expected to take (or even answer my question is it likely to be fixed within a week, within a month or within a year!) so it appears that the Complaints Code of Practice is not taken seriously. 

 

They suggested returning the stick to the retailer for replacement. I would not bother with a replacement, given my experience so far, I'd get a refund and choose a different device. But in any case the retailer said they are reluctant to give a refund because they do not believe the stick is faulty and because they cannot verify whether I have actually used the pre-loaded passes or not. 

AndyG9
Mentor

Re: NOWTV stick activation problems

For what it's worth, I thought this was linked to having a free 7 day entertainment pass already active. However, that pass expired, and I still cannot activate the stick.

 

The Smart Stick (or Useless Stick?) contains a 1 month entertainment pass (and a 1 month cinema pass and a 1 day sports pass). So I asked LiveChat how I could use the entertainment pass, that I have paid for as part of the Useless Stick package, to carry on watching programmes. They said the only thing I could do was fork our £8.99 for a replacement pass, otherwise I won't have access to the service until they fix the fault, assuming the do eventually fix the fault.

 

It feels wrong that I have had to pay again to access a service that I've already paid for, while Now TV continue to fob me off. 

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AndyG9
Mentor

Re: NOWTV stick activation problems

@Nadine-K could you look at the other posts in this tread please? Other users are having similar problems, and LiveChat are of limited assistance. Thank you. 

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