13-09-2021 14:10
I have been trying to make a complaint for over 3 weeks to Nowtv about the quality of streams on Boost (motion blur & pixilation on block colours) when watching the Sky Sports Channels. Stream quality shows as good and my download & upload speeds can support 8K.
Anyway, the online complaint form on their website does not send. Was given the email [email removed] to email on live chat but you get an auto responder to say this email is no longer used. Emailed [email removed] 3 time without responce.
Live chat staff are beyond frustrating. They don't actually read what you have typed so give you info that is completely irrelevent. Told that they have 'no managers or supervisors' that I can chat with. So how do you actually complain to Nowtv? Any help would be appreciated.
I have complained to Ofcom but they won't do anything unless they get multiple complaints about the same thing so said I have to way 8 weeks from my first complaint to contact Cisas for them to force Nowtv to respond.
The standard of customer service from Nowtv is shocking.
13-09-2021 22:25
@Anonymous User
It probably does, for them. IIRC, the bounce from that address says I’m not authorised to use it, which means that there are people who are, probably whitelisted.
13-09-2021 22:27
This is the auto responder I get:
Hi,
Thanks for getting in touch. However, this address is no longer monitored, so your message didn’t reach us.
Got a question about your NOW service? Browse our Help site or check out the NOW Community for answers.
Still need to speak to us? Just select Get in Touch on the Help article closest to your query and start a Live Chat with one of our expert advisors.
Bye for now,
The NOW Team
13-09-2021 23:05
13-09-2021 23:10
Works until you actually try to send it and you get an 'unknown error' message. Does this on the multiple browsers I have tried to do it with.
13-09-2021 23:16
OK, not sure why, I just went through the clicks and got onto chat pretty much straight away? If they can't resolve within 8 weeks then you can go to the ADR at Cisas, but they will expect to have evidence of that process.
13-09-2021 23:37
It is the complaint form that does not work. Live chat works but the staff on it are no help. They don't read what you type and give incorrect information repeatedly. They have little to no tech knowledge, just what the script gives them.
13-09-2021 23:40
I do have the transcripts of my live chats where they repeatedly give the wrong info so that won't be an issue when it comes to Cisas. The 5 more weeks to wait though.
13-09-2021 23:41
So make sure you say formally that you are complaining and want it recorded as such. Beyond that is just a matter of perseverance.
13-09-2021 23:42
We cross posted. And that's fine. Whether Cisas deal with issues of picture quality is another matter, have you checked?
13-09-2021 23:46
Ofcom has said that it falls under Cisas's remit but I will either require a deadlock letter or have to wait 8 weeks. Ofcom will pursue nowtv if they get enough complaints of a similar nature.