Now TV Football Season Pass - refund after Covid-19 postponements

[Anonymous User]

I've tried to get in touch with somebody on the live chat, but they (unsurprisingly) haven't been much help.

Today (March 13 2020), the Premier League and Football League have announced that football in England is postponed until April 3rd (at the very earliest), with the very real possibility that the remainder of the football season will not be completed.

I have a Now TV Football Season ticket at £199, which is due to end on June 11 - can I have a refund for the two full unused months (worth a refund of £39.80) as I strongly suspect that no live sport (of any kind) will be shown during this time?

As much as I have enjoyed Gary Neville's Soccerbox and Premier League Years, having endless repeats of them for the foreseeable future does not constitute good value for money nor the content that I expect.

Please can somebody respond to me and establish how I can get the unused time  (2 full months, from April 11 to June 11) refunded?

[starman73]

refunds won't be given unless people contact, moan, and ask for one

Yes.  However those with month passes with a few days to run will probably not worry and just cancel.  It is those with anything between 2-9 months remaining who will be grumbling.

[Anonymous User]

Hi  I still got till June on my sport pass seen as there is no football on, I have been trying to get my pass suspended till football returns With no luck if I'm not successful they have lost a customer theirs is other providers  

[Anonymous User]

I'm getting nowhere with now tv on this, which is particularly annoying as sky paused their subscriptions!!

Why on earth won't now tv just provide replacement vouchers? With yesterdays announcement footy is off till April 30th I'm now missing two months of my subscriptions....

It feels like being cheated of money, and certainly won't ever pay them a penny going forward. Absolutely disgusted. 

[Anonymous User]

I'm facing the same issue too. Do you have an email chain so that I can follow up with the guys too mate? 

[Anonymous User]

https://help.nowtv.com/article/how-to-submit-a-complaint

[Anonymous User]

I think its a difficult situation for them as a business at the moment i'm similar to you but would have at least expected a gesture of good will i.e. option to suspend account temporarily or at least offer to have cinema or entertainment pass on the house as compensation. Everyone is pushed for money right now so can understand the frustration.

[Anonymous User]

Not asking for money back, asking for a pause, as sky sports have done.... NowTV are not passing that onto their customers.

So although I've paid to watch the premier league until June, if it say restarts in June and runs until August I would have to pay again to watch it.

Pausing it is only fair option that I can see. Or if that's not possible on their platform then replacing a pass for each missed month is only other fair option.

Don't see why we should we be stung with the bill. Again, not asking for a refund, so not hurting their business. 

[Anonymous User]

same here paid till june,not looking for refund but pass to be extended.

[Anonymous User]

I have just sent in a complaint form regarding this. It would appear many of us are in the same boat. I have a monthly paid pass for my local cinema, they are suspending accounts until they can re-open as they cannot provide the service that I am paying for. I would hope that Now TV get their act together and do the right thing by its customers. 

[Anonymous User]

Exactly same situation here.

I went on the live chat and they offered a refund from when the premier league was halted up until 2nd April which is only about 2 weeks.

They stated that they were unable to offer further refunds as sport may be back in April. But we know already that the Premier League isn’t going to start again until at least 1st May.

Ive asked for a manager to contact me.

Minor problem with what’s going on in the world at the moment but companies who treat their customers like this are really going to lose customers.

[Wibble98]

My sports pass runs until 1st June so did a live chat today to see if it could be suspended. They offered a 1 month pass as compensation which won't cover all the lost sport if things don't start up until mid June. Why can't they suspend the pass or promise to compensate for the lack of service? 

Don't know if I should take the 1 month pass or if it will effect me getting proper compensation.

[ajread42]

We've paid for a football season ticket, therefore we should be able to watch the remaining fixtures, whenever they take place.  About time NowTV assured their customers of this commitment.

[Anonymous User]

Following as in same boat 😪

[Anonymous User]

Have you had any luck on getting money back from a years subscription as yet?

im in the same boat bought a year pass  mine runs out June and have had and wont  have anything to watch before it runs out. 

I say "Money back Please"

[Simonb76]

I've noticed that the NowTV Chat helpdesk is offline - surely they must offer a pause like Sky has done?

[Matthew1234567]

Offering a pause like Sky has done seems the most likely (if it hasn't already happened) 

[Anonymous User]

I really think NOW TV needs to open up and provide information to its customers. We all accept the Corona virus is something beyond everyone's control. However, like many people I paid good money and took out a season pass in good faith to watch live football/sport. As there is no live football/sport at the moment we are all paying for something that is not being delivered. Concessions and options are being offered by many other companies, organisations & institutions but NOW TV is practically silent on the subject. As we see our passes run down with no live content it creates the feeling we are being treated with contempt. If matters are under consideration then NOW TV needs to say so. It is very poor practice to leave customers in the dark wondering what may or may not happen. Under normal circumstances I think NOW TV is terrific, they shouldn't  jeopardise a good reputation with apparent inertia - Come on NOW TV, make an announcement even if it is inconclusive. Your customers need to know you care!

[Anonymous User]

It's interesting that Sky Sports have chosen offer subscribers the opportunity to pause their subscription, a service made available on 18th March 2020, according to the financial press.  In addition, The Consumer Rights Act, Chapter 3, Section 42 -45, Digital Content, makes interesting reading in relation to Now TV's current position.

[starman73]

interesting that Sky Sports have chosen offer subscribers the opportunity to pause their subscription

The reason is most Sky sports subscribers have 12 month plus contracts.  Apart from pre-paid passes on Now TV (a small number of subscribers overall) there is no contract term on Now TV.  People can cancel immediately. Like I did on 15th March.  Very different scenario.

[Anonymous User]

It doesn't mean what they are doing is right. If you brought a prepaid season ticket you are unable to cancel mid season and Now TV haven't legally got a leg to stand on. If the season concludes past June they will be forced in the end to honour all prepaid season tickets, and if the Premier League season doesn't conclude, it will be forced to give pro-rata refunds. 

[Anonymous User]

It is really poor. I've tweeted them a couple of times and was just told to use live chat whenever it is up and running.

Shocking that no statement or email has been put out to season pass customers. I accept staffing numbers are low, but surely the live chat people can work from home? I don't see why it should be taken completely off line.

Whatever the outcome, I certainly won't be using NowTV next year. Yes it's cheap, but when something goes wrong you really miss being able to ring someone, plus I think their silence has been terrible.