This topic

Now TV has not De-merged when BT cancelled by order within 14 days.

Dale-o — Mon, 23 Oct 2023 10:37:19 GMT

I made an order a few months ago for Broadband and TV along with NOW TV and linked it with my NOW TV account on the 26/07/23. I then cancelled the order with BT the following day. I can see online that the order was cancelled but my NOW TV is still linked to my BT Account and I have checked and I do still have access to it though I am not paying for the service. I have contacted both yourselves and Now about this and neither are telling me they can help.

I have contacted BT on several occasions both by phone and by online chat and my issue has not been resolved. I am not sure why but when this order was cancelled by your team, the Now TV Entertainment pass was not cancelled even though your chat team are telling me it was.

Please can this be looked into further and rectified by yourselves as Now TV tell me you are footing the bill for a service that I can access but it is costing me nothing.

Many thanks,

Dale

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

JohnC2 — Mon, 23 Oct 2023 11:02:32 GMT

Hi @Dale-o, welcome to the forum and sorry you've not been able to get this resolved when you called.

We'll be happy to help you with this. I've sent you a Private Message so you can get in touch with us and we'll be in touch with you in a few days as we are quite busy at the moment.

Cheers

John

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

Dale-o — Mon, 23 Oct 2023 12:04:58 GMT

Hi, @JohnC2 I just checked and I haven't received a message?

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

JohnC2 — Mon, 23 Oct 2023 13:01:53 GMT

Hi @Dale-o, sorry about that. It's been sent to you now.

Cheers

John

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

JohnC2 — Fri, 27 Oct 2023 15:29:54 GMT

Hi @Dale-o, thanks for replying back to me earlier today. The TV team has made some changes and believe this should now be resolved. Please would you test and reply back to let me know and I'll update them.

Cheers

John

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

Dale-o — Fri, 27 Oct 2023 15:50:48 GMT

Hi @JohnC2 @yes that appears to have fixed it than you for all you diligent work. Most appreciated.

many thanks,

Dale

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

JohnC2 — Fri, 27 Oct 2023 16:23:09 GMT

Hi @Dale-o, thanks for checking that and glad it's fixed now 🙂

Cheers

John

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

kgieres — Thu, 26 Feb 2026 06:37:49 GMT

I know this thread is old but I have same problem where NOW TV is cancelled with BT but it's not demerged/unlinked. Can @Dale-o help with my account or anyone else? Thanks.

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

Anonymous — Thu, 26 Feb 2026 06:41:23 GMT

One can only sympathise

It must be horrific getting free Now tv.

Be strong

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

kgieres — Thu, 26 Feb 2026 06:45:07 GMT

To clarify, the service to my now tv access stopped instantly. Not getting anything for free.

It just says under payment that its linked to BT/EE TV.

Nothing ever runs smooth when recontracting with BT.

They also lost my HD add on channels even though I AM still paying for these and having to wait for a manager to supposedly be sorting it out.

@Anonymous maybe use your time more wisely to help others.

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

Brucemeister5 — Thu, 26 Feb 2026 08:56:10 GMT

https://community.ee.co.uk/t5/TV/bd-p/TV
@kgieres If you go over to the EE community and ask about this over there, it might be picked up by Darren who used to do this for people on here. However, he doesn’t seem to come on the BT forum much these days since he came back to work for EE/BT last year.

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

DarrenDev — Thu, 26 Feb 2026 10:56:09 GMT

I've disconnected that now for you @kgieres

@Brucemeister5 good observation - unfortunately don't have time to monitor all the forums now, so I focus just on the EE community. Feel free to tag me in anything you think needs my attention though, and I'll be notified instantly.

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

Brucemeister5 — Thu, 26 Feb 2026 11:02:43 GMT

Thank you Darren. I didn’t realise that you were going incognito on here. I knew that you could do it, but did not feel that it was my place to tag you in.

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

DarrenDev — Thu, 26 Feb 2026 11:31:51 GMT

No worries @Brucemeister5 - always happy to help where I can.

It's also worth mentioning that EE TV related issues can also be emailed to eetvsupport@ee.co.uk and myself or a colleague will help where possible.

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

kgieres — Thu, 26 Feb 2026 12:33:29 GMT

Thank you @DarrenDev and @Brucemeister5 for your help. Very much appreciated.

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

BillyM — Fri, 13 Mar 2026 11:10:16 GMT

@DarrenDev I have a similar problem - my Amazon Prime Video account has not de-merged.

I had a Prime Video add-on with BT for several years. When I renewed my TV contract with BT in September 2025 the Prime Video add-on was removed. However, I still have access to Prime Video. I am not being billed by BT for Prime Video and Prime Video does not appear in my products in MyBT. I am not being billed by Amazon and when I check my Amazon Prime Video account it says it is being managed by BT.

I called BT but they have not been able to resolve this. (Note that the email I use to log-in to prime Video is different from the email I use for BT). Hope you can help and apologies for hijacking this thread.

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

DarrenDev — Fri, 13 Mar 2026 12:32:01 GMT

@BillyM we no longer have any interface into Amazon, so it's not possible for us to cancel it. They also don't have an interface into us, so it's not possible for them to bill us.

Our understanding was that there should still be an option to cancel it on their web site, but if that's not visible then the only recommendation we can make is that you make the most of the free service. You've made every effort to cancel it, so there'll be no repercussions later if they work out the bill hasn't been paid.

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

BillyM — Fri, 13 Mar 2026 12:59:21 GMT

Thanks Darren for a definitive answer.

Re: Now TV has not De-merged when BT cancelled by order within 14 days.

DarrenDev — Fri, 13 Mar 2026 13:22:26 GMT

I've been provided with this guide, which used to be provided to customers. I'm told it should still work for you: