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NOW TV subscription not working

emilykg3110 — Sun, 24 Dec 2023 19:54:58 GMT

Hi I have an order placed with BT and I took out the VIP package meaning I should have access to NOW TV. When I go on the app it says that I have to buy subscriptions to get NOW tv to work even though it’s included in my package. Please help

Re: NOW TV subscription not working

RobbieMac — Mon, 25 Dec 2023 10:15:41 GMT

Good morning @emilykg3110

Thank you for your posts. I am sorry for the problems you're having watching the NOW content. I understand you have placed an order recently. What date were you given for activation? Our helpdesk isn't open today I'm afraid. You could try our guides tomorrow on 0330 1234 150 and they'll be more than happy to help investigate this for you.

Feel free to post back here and let me know how you get on when you chat with them.

Thanks,

Robbie

Re: NOW TV subscription not working

emilykg3110 — Mon, 25 Dec 2023 10:23:30 GMT

Hi our activation date is the 4th of January if that helps.

Re: NOW TV subscription not working

RobbieMac — Mon, 25 Dec 2023 11:40:11 GMT

Thanks for posting back and confirming your activation date @emilykg3110

When you had originally placed your order, you'll have received an order confirmation email. On the email, there is a link to the NOW website where you can create a password to use with the email address you provided as part of your order. Can you double check that please?

Thanks,

Robbie

Re: NOW TV subscription not working

emilykg3110 — Mon, 25 Dec 2023 11:43:54 GMT

Yes I have tried to activate it using my email address. Then when I log in using these details it says I need to buy memberships to all of the NOW packages.

Re: NOW TV subscription not working

emilykg3110 — Mon, 25 Dec 2023 11:46:28 GMT

Also I have just looked back and I never got an email to activate my NOW account through an email link it was only when I went onto my BT track order I tried to activate it but even now it still says ‘activate’ even though I have

Re: NOW TV subscription not working

RobbieMac — Mon, 25 Dec 2023 12:09:57 GMT

Thanks for posting back again @emilykg3110

The link would be in the order email you got from us confirming your package details etc. If my memory serves me right the link to NOW's website is about half way down the email. If that fails, there isn't much you'll be able to do today as support is closed currently I'm afraid. Use the number in my post above to call the helpdesk tomorrow and let us know on here how you got on.

Thanks,

Robbie

Re: NOW TV subscription not working

emilykg3110 — Mon, 25 Dec 2023 12:19:21 GMT

thank you I have found the email. They said that my email address for the NOW subscription is different to my email address I used to set up the order. When I tried signing up using the one BT put in the email it says it doesn’t recognise this email. I think there might be an error here. Thank you for your help I will call tomorrow .

Re: NOW TV subscription not working

RobbieMac — Mon, 25 Dec 2023 12:27:31 GMT

Thanks for checking that @emilykg3110

I am glad you found the email. That'll have caused the confusion. The email address will need to be amended. Keep us posted how things go tomorrow 🙂

Thanks,

Robbie

Re: NOW TV subscription not working

emilykg3110 — Wed, 27 Dec 2023 13:05:06 GMT

I called yesterday and they have escalated it to the technical team and said I should get a call back in the next 48 hours so waiting to here something!

Re: NOW TV subscription not working

pulpautumn — Sat, 10 Feb 2024 18:52:53 GMT

I'm having a very similar issue to this, help would greatly be appreciated