Sky Sports Month Pass - Voucher invalid

[Anonymous User]

Having bought the Sports Month Pass online Saturday afternoon so we could enjoy the International Rugby matches.  Gutted that the Voucher didn't work.!!!  Have had a nightmare trying to get a refund.   Have emailed NowTV a couple of times, and had not reply.   My wife has been on 'live chat' saturday.sunday and again tonight and nobody seems to be able to help.     Here is a copy of the last chat - we need someone to come back to us.

VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎39‎:‎17): Thanks for contacting NOW TV, you are talking to VIJAYALAKSHMI. How can I help?
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎41‎:‎16): I haven't heard from you in a while. Are you still there?
Me (‎15‎/‎11‎/‎2016‎ ‎20‎:‎41‎:‎23): I would like to make a complaint about a Voucher I purchased on Saturday for the Sports Month Pass.   I purchased the voucher online ad received confirmation at 12:43.  When we tried to load the Voucher Code it was unrecognised on the TV. Laptop. Ipad and I 'live chatted' with a couple of your colleagues to try and resolve on Saturday to no avail - the system did not allow me onto the system.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎41‎:‎47): Hi there.
Me (‎15‎/‎11‎/‎2016‎ ‎20‎:‎41‎:‎53): I used the 'send an email' icon on your website asking for a full refund and haven't heard from anyone.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎42‎:‎34): Okay.
Me (‎15‎/‎11‎/‎2016‎ ‎20‎:‎42‎:‎39): Are you able to sort our a full refund?
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎43‎:‎25): No worries, let me check what best can be done.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎43‎:‎45): Can I take your full and and email address?
Me (‎15‎/‎11‎/‎2016‎ ‎20‎:‎44‎:‎11): Alison Davis.   [email removed]
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎45‎:‎18): Alison, thank for the details.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎46‎:‎15): Please help me with the last 4 digits of the payment card registered with NOW TV.
Me (‎15‎/‎11‎/‎2016‎ ‎20‎:‎48‎:‎35): just checking on tablet
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎49‎:‎03): Okay.
Me (‎15‎/‎11‎/‎2016‎ ‎20‎:‎50‎:‎33): xxxx
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎51‎:‎28): Thanks for confirming.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎52‎:‎16): On which device did you try to purchase the pass?
Me (‎15‎/‎11‎/‎2016‎ ‎20‎:‎52‎:‎49): I purchased via my Ipad online.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎53‎:‎28): Okay.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎54‎:‎14): Which pass did you try to purchase?
Me (‎15‎/‎11‎/‎2016‎ ‎20‎:‎54‎:‎48): Sky Sports Month Pass. Voucher Code:  <Code Removed>
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎56‎:‎41): Thanks.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎56‎:‎51): Let me check the voucher.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎58‎:‎52): I do see that the voucher code is valid and ready for use.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎20‎:‎59‎:‎09): Which browser did you yse to apply the voucher code?
Me (‎15‎/‎11‎/‎2016‎ ‎20‎:‎59‎:‎39): If I look at NowTV 'My Passes' the Sky Sports Month Pass is visable and valid for 27 days.   We tried Saturday and by chance on Sunday/Monday but it still didn't work.
Me (‎15‎/‎11‎/‎2016‎ ‎20‎:‎59‎:‎55): We tried Google
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎00‎:‎14): Okay.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎00‎:‎15): As NOW TV Doesn't supports Google Chrome, let's try with Internet Explorer, Mozilla Firefox or Safari browser.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎00‎:‎25): We normally recommend our customers to use a PC/Mac or a laptop for a better and smooth experience.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎00‎:‎35): Please help me with the username on the account.
Me (‎15‎/‎11‎/‎2016‎ ‎21‎:‎00‎:‎37): Tried that!
Me (‎15‎/‎11‎/‎2016‎ ‎21‎:‎01‎:‎42): Now TV was a Christmas present for my husband last year.  Name Rich Davis.  User name ally.davis.  Email is [email removed] (i.e. [email removed])
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎02‎:‎44): Okay.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎03‎:‎08): Have you tried to apply the voucher code on your husband's account?
Me (‎15‎/‎11‎/‎2016‎ ‎21‎:‎03‎:‎50): only have one PC - the last time I tried to open another window on the laptop while in 'live chat' it closed the chat!.     Yes when we log onto the NowTV Account it is Rich's account, but my card/email details.
Me (‎15‎/‎11‎/‎2016‎ ‎21‎:‎04‎:‎28): Can you not apply the voucher if you can see it?  or just authorise the refund - he missed the Rugby matches on Saturday!
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎06‎:‎37): I'm so sorry, I'll not be able to do any changes on the account. As this account belongs to your husband.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎06‎:‎47): Due to account security reasons.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎07‎:‎01): I want to chat with the account holder.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎07‎:‎24): Is the account holder around you?
Me (‎15‎/‎11‎/‎2016‎ ‎21‎:‎07‎:‎31): he works nights!
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎07‎:‎43): I understand.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎08‎:‎05): Due to account security reasons, I'm unable to access the account.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎08‎:‎29): Please ask the account holder to come online to resolve this issue.
Me (‎15‎/‎11‎/‎2016‎ ‎21‎:‎08‎:‎34): can he email you permission to speak to me?  if so which is best email address and i'll text him now,
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎09‎:‎38): Yes.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎09‎:‎42): That can be done.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎10‎:‎59): Here is the link to write an email : http://help.nowtv.com/article/Make-a-complaint
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎11‎:‎51): Is there anything else I can help you with?
Me (‎15‎/‎11‎/‎2016‎ ‎21‎:‎12‎:‎27): guess not. thanks for trying.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎12‎:‎55): You're welcome.
VIJAYALAKSHMI (‎15‎/‎11‎/‎2016‎ ‎21‎:‎13‎:‎08): Here is the link to guide you how to apply the voucher code :help.nowtv.com/article/Apply-Voucher-Sky-Movies-Month-Pass

[SeeMoreDigital]

Hi and welcome to the forum,

Perhaps the following 'Help Centre' article may be of use to you: What devices can I use to watch NOW TV? 

Cheers

[Anonymous User]

We haven't changed any equipment for setting up NowTV since it was originally purchased for Christmas, we have tried every device in the house we own and it doesn't work.   I just want a refund now.   Please could you provide a postal addrss for Head Office.

thanks

[4268]

@Anonymous User please edit @Anonymous User's post to remove voucher details. I am sure that they don't want them taken.
@Anonymous User why don't you as account holder go on to chat. Your wife cannot help from her account or using her details.

[4268]

@Anonymous User can you help? I am guessing @Anonymous User is unable to use chat personally due to them working nights. Can you work your magic via email for them? I know that it will take longer for it to be processed than had they as account holder contacted chat but I am sure they would rather later than never.

[Anonymous User]

Absolutely @4268!

I've just sent you an email right now @Anonymous User, get back to me anytime you can and we'll sort this out between ourselves.

Thanks,

Ryan
NOW TV Team