New Apple TV 4k - "Sorry, Now TV is currently unavailable"

[Anonymous User]

Just bought the new Apple TV 4k, in an attempt to be rid of the wretched Samsung TV apps. So far I've got as far as "Sorry, Now TV is currently unavailable", with a Retry button that does nothing.

I bought the Entertainment package too, but can't watch anything due to this. I refuse to use the Samsung TV app as it constantly crashes or flat out doesn't work. So far, I'm starting to think that it's just an issue with Now TV being a trainwreck.

The only other threads I found suggested removing PiHole, adblock, and something to do with a BT Smart hub. None of these apply to me as it's all on stock settings with a Virgin Hub 3.

What tops it all off is the fact that this very website has a chat button that does not work. Sky have blatantly added a fake chat button just to make you even more angry at the lack of support for their products. 

At this point it would be less frustrating to just buy an iPhone and stream shows from dodgy sites. This is about as calm as I'm capable of being given the ineptitude of the company.

[schnapps]

Hi @Anonymous User 

I have come across this message also when people are using a VPN or have a rouge IP address outside the UK on their Router.

If using a VPN try disabling it, and to see your Router IP address and location use this link website tool below:-

Should it be showing outside the UK, then try unplugging the power on the Router for about 30 minutes to allow your Router to acquire a new IP address automatically.

https://www.whatismyip.com 

[schnapps]

Hi @Anonymous User 

Another thing to check is that your regional settings on the new Apple TV is set for the UK (assuming you are based in the UK) and the NOW App is the UK version and not the Republic of Ireland NOW App.

[schnapps]

Hi @Anonymous User 

I have just been over on NOW Twitter and two other people have reported the same exact error message on their Apple TV boxes in the last hour or so.

This might suggest there is an issue at NOW end (perhaps other Apple TV users on the forum can confirm if they are also getting the message or not).

I am guessing you have tried a fresh NOW App install and then temporarily unplugging the power to the ATV box and your Router.

[Anonymous User]

@schnapps 

Thanks for the troubleshooting steps, really appreciate the help.

Unfortunately again none of the steps helped resolve the issue, and if others are starting to report it then would it be worth assuming that NOW simply haven't flicked a switch on their end to say the new ATV is allowed to access the service?

Hoping it's just a case of adding the new device to their list of accepted devices, but in fairness Apple haven't exactly helped the situation by calling it Apple TV 4k again. Presumably it'll be listed as (2nd generation) if the support is added.

[schnapps]

Hi @Anonymous User 

I just had another read of the Tweets on NOW and the two people who have reported the error message so far also seem to have the new second generation 4K Apple TV box from what i can tell reading their tweets.

Would have though the new Apple TV second generation 4K box would be supported straight out of the traps with NOW.

Unless other forum members have any ideas on a fix, then maybe jump over to NOW live chat for further assistance & help.

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

[Anonymous User]

@schnapps 

Contacting them now, and I've managed to get chat working by using MS Edge. No idea why Chrome and Firefox refuse to work but I guess that's a problem for another day!

Here's hoping the newness of the device is causing it and it's a simple fix. Technically it hasn't even been released yet, think Argos jumped the gun a little there.

[schnapps]

Hi @Anonymous User 

The NOW live chat service has always been fussy with internet browsers people use when contacting them.

Where i mainly tend to use MS Edge myself when getting in touch with NOW live chat web service.

Hope you get it sorted.

[schnapps]

Hi @Anonymous User 

Try live chat again where you might have a more knowledgeable chat adviser or alternatively drop NOW a message using the web form on the link that i posted.

i am guessing you don't use Twitter ?

if you do, send NOW a Tweet (maybe on the same tweet line that i mentioned).

[Anonymous User]

@schnapps 

Tried NOW on Twitter earlier and they redirected me to the live chat with the same link you suggested, so for the moment it's a bit of a merry-go-round.

I'll try another adviser now and hopefully it'll go a little more smoothly!

[schnapps]

Hi @Anonymous User 

I don't know if there is still two versions of the NOW App on the ATV Apps Store (old version yellow & pink and new green & white coloured version designed for the ATV 4 and above generations boxes).

Where i am guessing you are using the new version ?

Can't help any further because i don't own a newer Apple TV box (only got the older ATV gen 3 box which i don't use anymore).

https://help.nowtv.com/article/movies-entertainment-sports-apple-tv 

[Anonymous User]

@schnapps 

Yeah it's the newer app with the dark blue background and white text.

So far had to give the new rep my device serial number and model number so hoping this is a sign it'll be escalated and fixed!

[Anonymous User]

Well that was a massive waste of my time.

Over an hour with a chat agent just to be told "ummmm hurrrr must be Appuls fault derrrp".

Yeah sure, it's Apple's fault that the ATV 4k uses the same OS as the older ATV 4k that just happens to work fine.

Painful.

[Anonymous User]

@schnapps The chat agent couldn't understand the difference between the ATV 4K 2nd Gen and the normal ATV 2nd Gen. He tried telling me my device was too old and no longer supported.

It's gonna be a long day.

[Saint1976]

@Anonymous User there's a very long running Apple thread that's quite active with users so try posting there.

https://community.nowtv.com/t5/Set-top-boxes-Smart-TVs/Update-Now-TV-app-for-apple-TV/td-p/366659/page/232

[dr_necessitor]

@Anonymous User 

1. Seems to me as if the problem is that…

the NOW TV app for tvOS isn’t recognising the newly released tv 4K (2nd Generation) hardware as a valid device upon which said NOW TV app for tvOS is being run!

2. Seems to me as if the solution is that…

NOW TV need to do whatever is necessary to whitelist the newly released tv 4K (2nd Generation) hardware as a valid device upon which said NOW TV app for tvOS is allowed to be run!

[nst]

@dr_necessitor 

Seems to me you are spot on.

Nothing else has changed but new physical hardware.  The app itself, for all its other faults, cannot be suddenly not working on the next generation TVOS box they release... otherwise ALL the existing apps would be incompatible and i doubt thats likely to happen.

A day early.. perhaps there's a problem but given everything else works then again the blame looks to be on Now

Also, very plausible that they have some hardware identifier that they need to enable in order to be sure their app is actually installed on the hardware it is intended for... so the blame seems to be firmly with them.

Sadly... Now have demonstrated that the AppleTV community... and the owners of their hardware are second class citizens and the fact that they omit something.. and dont admit to it, and dont fix it immediately on realising their mistake is par for the course.

My new AppleTV arrived today.... but i will keep an eye on this thread to see if Now have fixed their problem before I attempt to re-install the Now app.

[Anonymous User]

I too find that  NOW TV is unavailable on my new 4k Apple TV box which is very disappointing as the imminent removal of NOW TV from my previous generation Apple TV Box was the reason for update. I trust that NOW TV will compensate me for the loss of service.

[FlyLikeAMouse]

Piping in to say that mine isn't working either. Looks like it's all of us!

Well done Now, criminally unprepared as usual

[Anonymous User]

Mine isnt working either

[Anonymous User]

Same problem for me, ironic as I only upgraded my old Apple TV box as Now was not going to work on it. I have also submitted a complaint online to Now about it, on the plus side it may finally encourage me to ditch Now altogether.