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!
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).
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!
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.
@ImperialWookie there's a very long running Apple thread that's quite active with users so try posting there.
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!
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.
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.