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LauraA
Mentor

Entertainment

Hello, I received an email offer on 17th August for Entertainment, which I took. It was for three months on a deal and would then be £9.99/month rolling.  
I have been quite happily watching each evening until tonight when it would appear I no longer have access. Upon checking my account it does not recognise me as having Entertainment even though I have NOT cancelled. Any idea how I can contact someone about this please? Thank you 

1 ACCEPTED SOLUTION
RoyB
Legend

@LauraA 

I doubt it is a coincidence that your Membership has stopped exactly one month after you took it out.

But I don’t know why, though we have had a few cases of Now unilaterally dropping customers lately.

You need to talk to Now over Live Chat to get this resolved.

The following link, which leads you to direct contact with Now, is for when the Community can’t help, and the Help can’t help, as in your current situation:-

https://help.nowtv.com/article/how-to-contact-now

Do not follow the link on the page that says Get Help Quicker, by the way. It won’t.

Good luck, and please let us know what they say!

Set a Payment PIN on your account so that no-one but you can buy memberships on it.
Check your bank accounts monthly for any other unexpected payments to Now.
That way you can at least nip them in the bud, while you and Now figure out whose fault they are.

View solution in original post

6 REPLIES 6
RoyB
Legend

@LauraA 

I doubt it is a coincidence that your Membership has stopped exactly one month after you took it out.

But I don’t know why, though we have had a few cases of Now unilaterally dropping customers lately.

You need to talk to Now over Live Chat to get this resolved.

The following link, which leads you to direct contact with Now, is for when the Community can’t help, and the Help can’t help, as in your current situation:-

https://help.nowtv.com/article/how-to-contact-now

Do not follow the link on the page that says Get Help Quicker, by the way. It won’t.

Good luck, and please let us know what they say!

Set a Payment PIN on your account so that no-one but you can buy memberships on it.
Check your bank accounts monthly for any other unexpected payments to Now.
That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
LauraA
Mentor

Thank you so much for your reply and help. 

LauraA
Mentor

Please can someone advise where I can find a working link for live chat? Everything I’ve tried on the website takes me round and round getting nowhere. I am trying on my phone, do I need to try on my PC? Thank you 

gavs82008
Legend 5
Legend 5

@LauraA 

You don't need a PC for live chat. Should be able to access using your phone. 

Try this one. Make sure your signed in and use the 'How to get in touch' drop down for live chat.
https://help.nowtv.com/get-in-touch/tv/vouchers-and-offers

FYI that I do not work for NOW, just a NOW customer trying to help
RoyB
Legend

@LauraA 

Your phone should do it.

Sign in to Now on your browser, and bring up the link I gave you.

Choose Get in touch/TV/Problems watching Now/How to get in touch/Live Chat.

They don’t make it easy, but they don’t take you round in circles either.

The landing page there has the URL

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

which would save you two of those steps, but if I gave that as a link generally, it would be too specific for problems other people have 😢

 

Set a Payment PIN on your account so that no-one but you can buy memberships on it.
Check your bank accounts monthly for any other unexpected payments to Now.
That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
LauraA
Mentor

Thanks all. It turned out I did need my PC for live chat, my phone wouldn’t do it. I got my answer. I had switched banks at beginning of September, when the Now Tv payment was due on 17th the switch hadn’t picked it up so it was declined and Now Tv cancelled me. I’ve had to re input my new card details. I stupidly assumed the bank switch would pick up everything. I will say, however, I did not get any notification of this from Now Tv though. 
Thanks for all your help.