Technical Issues applying Entertainment pass - getting the run around from help!

[Anonymous User]

I bought a new stick 27 October and it came with 1 month entertainment, and 1 month movies.

However, when I try and apply a new voucher, it appears to accept it, but then it vainshes off my account. I contacted help and they told me to apply the voucher again, which I did (I thought I must have done something wrong the first time).

But it keeps happening - I have tried it 3 times. I was on chat with help, and they gave me a new code to try. Same thing happened - but the chat cut off.

So I messaged them - but each time I get a different person and they are either not reading back on the transcripts, and or not reading what I am telling them. I have repeated it so many times it's not funny!

I bought an extra movie pass and that applied and stayed on my account ok-  so it seems that there is some technical issue applying entertainment vouchers to my account - problem is I can't get it resolved.

I'm pulling my hair out trying to get a straight answer!

HWLP 

I tried to go back on chat but all I get is the bot that does not help!

[Anonymous User]

I think this is happening to a few people, me included!  I added a 1 month free entertainment pass which seemed to disappear.  Under passes and vouchers it shows £8.99 as my next payment however under billing is shows £0.00.  I have been assured that the billing section is correct and that the voucher has been added.  It must be a technical issue at NOW TV.  If someone would confirm that it would be helpful.

[Anonymous User]

Thanks for your reply - no one at Now mentioned any kind of technical issue! I just thought maybe it was the entertainment voucher on my account (I had managed to add one on the Cinema ok). What was strange was that when I advised them of the voucher code I had applied, they said it hadn't been used.

After the char got cut off and I was only able to email them, it was so frustrating as each time they replied, they obviously didn't read what I was saying as they replied about Cinema pass (which is fine) and closed the complaint!

"

Appreciate your prompt response.

With regards to your query, we see the 1 month free Sky Cinema Month Pass offer has been successfully applied on your account and you're right you have bought the Smart Stick on 27/10/2019 but when you applied the code on same month the pass was active now the applied code has been activated and it will expire on 27/12/2019 19:05"

then the next message would say something different!

So very frustrating! In one way I'm glad it's not just me, but sorry you are also having issues!

NB - in my bills section, it doesn't mention anything about the cinema, but I did cancel my pass as I didn't trust them not to take out £8.99

[RoyB]

@Anonymous User @Anonymous User 

I’m pretty certain there’s a bug, or a limitation, on the Passes & vouchers screen that just shows you the default upcoming payment, because it can’t see your particular details.

For instance, it told me that I would be paying my next Entertainment £8.99 on 13 December. 
Right date, but wrong amount, as I have a free pass starting then.

Which, if I click/tap the link on that page into Bills & payments, is shown as it should be.

I think quite a few current reports of ‘Pass lost’ and ‘Pass not applied’ are due to relying on what is shown on this misleading Passes & vouchers screen, instead of looking at the accurate Bills & payments screen.

[Anonymous User]

@RoyB @Anonymous User 

I think you're right.  It used to be that the passes & vouchers screen showed the voucher as it was added so you knew what date you had paid/were under offer until.  I wait with anticipation to see what happens to the passes & vouchers screen when my new voucher starts on the 24 December.  

[Anonymous User]

Hi

Well as I didn't trust it, I "cancelled" my pass so that it wouldn;'t renew.

When the current voucher expired yesterday, I couldn't watch it!

Finally managed to get onto chat with a real person, took me a while to get it sorted, but finally got there!! My account came up asking me to start a free 7 day trial (how bizzare when it wasn't a new account), but I had to let it before applying yet another new voucher that the chat person gave me!!!

But I lodged a complaint after having 11 emails the day before - most of them didn't read what I was telling them and kept parroting that I had my movie pass till 28 Dec (fault was with Entertainment).

I had to keep repeating my problem - twice they closed the case even though not resolved, and the last email they just ignored!!