Passes not loading up

[Anonymous User]

I have passes for sports and cinema and neither of them will load up, just keeps saying there is an error. 

I have gone into entertainment and it’s prompting me to get a pass. 

it seems everything is working other than the channels I have passes for. 

Any help would be gratefully received. 

[schnapps]

Hi @Anonymous User 

What playback device are you using ?

Does the same error message happen on different playback devices if you own more than one device ?

Have you tried signing out of the NowTV App, then reboot both your Router and playback device, then log back in again on your device.

If the same error is appearing across multiple playback devices, then i would be tempted to power down your Router for 30 minutes.

Should you be using a VPN, then try disabling it to see if that removes the error message.

[Anonymous User]

Hi

It won’t load up in the tv. It’s an LG tv so it’s built in. I can access it on the box and the stick in other rooms and in my phone. 

I have turned it all off and reset the router and the “sorry there was an error in the player” keeps coming up. 

it’s only doing it on the tv with the 2 passes I have purchased. 

[schnapps]

Hi @Anonymous User 

Reading on the Forum and over on Twitter it looks like a recent software update has broken the NowTV App on the LG Smart Web OS.

NowTV response over on Twitter is that they are in the process of fixing it.

[schnapps]

Hi @Anonymous User 

Might be a good idea to report this to NowTV Live Chat to add your name to the many LG Smart Web OS users who can't use the NowTV App on their LG television since a recent update broke it.

Use this link below to reach live chat (click on the small blue arrow underneath How to Get in Touch to reveal the green live chat button).

https://help.nowtv.com/get-in-touch/technical-device-issues/problems-watching-now-tv 

[Anonymous User]

Hi

thanks for all your help. I went on live chat and they have said that they are trying to fix the problem. 

[schnapps]

Hi @Anonymous User 

You could try a full factory reset on your LG TV if you are seeing a message "Sorry there is an error in the player".

Where there is no guarantee it will resolve it and if it does and the LG updates it's software overnight if might break the NowTV App again.

Also a factory reset is a pain in the backside, where you will need to scan for TV channels again, sign into all your Apps, adjust the picture & sound back to your preferred liking etc.

If it was me, i would temporarily use your other devices and see if NowTV / LG can fix this broken App ASAP.

[Anonymous User]

I submitted feedback but the chat is not working and there is no email available, so I'm not sure it will be followed up. I haven't been able to access shows with my entertainment pass for the past month despite reinstalling the apps on my LG Smart TV and Tablet. It's working on  my smartphone but I am travelling and will be returning back to quarantine, so would appreciate if it can be rectified asap, please.

[Anonymous User]

Don't factory reset your TV when the NOWTV app is at fault.

[Anonymous User]

Hi

I also have LG TV and the app is not working, I chatted online with an agent and was advised there is an issue with the app on LG TVs, I was also told to purchase a smart stick for £24.99

Not a satisfactory solution as the app is free......not a happy customer

[Anonymous User]

Hi

did they give any indication as to when it would be fixed? Also will they extend our passes as we can’t use them?

its so annoying, I just want to speak to someone but cannot find a number to contact them. 

[Anonymous User]

@Anonymous User no indication on timeframe, I can't find a number either

I have emailed a complaint through and have cancelled my passes so they can't take payment on 10th Sept

[Anonymous User]

Hi
I have just done another live chat and was told to be patient!!

I only asked if they had any idea when it would be fixed as it’s been a few days now and that was her reply.
She said she will send it on, again to the team.

I also asked for a number and she said that they don’t have one as they are an online company only!!

Fingers crossed it’s fixed soon.

[Anonymous User]

I feel the same - so frustrating.
I spoke to someone by message in another country yesterday who eventually told me that the LG TV team would contact me.
Geuss what?
They didn't.
Still nothing.
Rubbish customer service for ££££
No cricket. No F1.
No refund.
Go, ComCast.

[schnapps]

If you believe this tweet from NowTV the ball is in LG's park to fix the broken NowTV App.

[schnapps]

Here's a recent tweet from LG on the subject.

[Anonymous User]

This is not a solution.
It is just a suggestion to mention to sky that it doesn't work.
Pathetic of you sky.