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qwerty1
Newbie

Video content not playing

When I click on any episode to play it will play all of the adverts no problem, then at the start of the program it just freezes on the screen from the advert. This is not a broadband connection issue. Any idea how to fix it?

Thanks

  • PC
5 REPLIES 5
schnapps
Legend 5
Legend 5

Hi @qwerty1 

I don't watch NOW on a PC, but what happens if you try a different internet browser ?

RoyB
Legend

@qwerty1 

Are these adverts where you get the freeze, or are they promos for other Now programmes?

There is an ongoing problem with all streaming services that show ads, in that they have to leave the programme stream and go to an ad server, where it serves targeted ads, meaning you will see one set of ads, and I will see another. After which, it’s supposed to go back to the programme stream, but doesn’t always make it back. And then you get what you are seeing,

It’s worth trying another browser, as @schnapps suggests, and/or clearing the cache on the one you are using; sometimes these things can jolt the switchback into working.

But sometimes, the problem is at the other end, so something for Now to fix.

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.
gavs82008
Legend 5
Legend 5

@qwerty1 

Are these "adverts" promos for NOW content or third party adverts like Tesco etc or both?

FYI that I do not work for NOW, just a NOW customer trying to help
Em24
Advocate

This is happening to us too. It is promo for new films. Haven't been able to watch anything for the last 24hrs via Chromecast or the app. Also we have tried uninstalling and Clearing data. Still nothing. NOW tv help as paying for a service we aren't getting!!

RoyB
Legend

@Em24 

We’re all just customers like you here - Now don’t monitor this Community and won’t hear your pleas for help 😢

So when the Community can’t help, and the Help can’t help, the following link leads you to direct contact with Now:-

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

Avoid ‘Get Help Quicker’ there; the Nowbot, while it means well, doesn’t know its own limitations, and it won’t help you once you get to this stage.

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.