This topic

Now TV Boost Billing

FTTPtoNoWhere — Wed, 15 May 2024 09:45:16 GMT

I added now TV Boost a few months back.

The addon was present on March and Aprils bill but not on Mays. For some reason NowTV has took charge of the billing and my Payment for May Failed? (I have an old NowTV Account where an old bank card will be present but unable to manage as faced with "Managed by EE/BT notices" Everywhere.

I have called up Customer Service on many occasions to be faced with people who are clueless. One women refunded the now TV boost charges for the previous months bills just to get me off the phone. That's not my problem. My problem is after price increases something went wrong with the billing on my account somewhere.

My Now Boost no longer works, BT agents say its should as its shown active. Its in my billable items. But quick maths shows its not being billed to me from BT any more.

Any suggestions on how to get this resolved? Customer service cant even remove it from my account allegedly.

I want it removed and readded, or fixed or whatever so I can watch the improved quality and on extra screens.

Contact NowTV to be told its managed by EE/BT so contact them.

Re: Now TV Boost Billing

DarrenDev — Thu, 16 May 2024 08:52:24 GMT

Now TV Boost isn't showing on your account either on BT or Now TV systems, so there shouldn't be anything stopping you from just adding it to your package via www.bt.com/mybt
What happens when you try? Does it show an error?

Re: Now TV Boost Billing

FTTPtoNoWhere — Thu, 16 May 2024 08:55:13 GMT

It is showing on my account as active but not in my billable items.

Re: Now TV Boost Billing

DarrenDev — Thu, 16 May 2024 08:56:27 GMT

Where is it showing on your account as active? In the Now TV app? On the BT web site?

Re: Now TV Boost Billing

FTTPtoNoWhere — Thu, 16 May 2024 09:32:04 GMT

It was visible on Your BT > Manage TV and Sports, scroll down the page next to Apple TV, Discovery+ and Boost. Clicking Manage on the boost sent me in loop.

Its now been removed. Confirmed this by revisiting the above page where I can now only change my package or manage the single addon discovery+. Also theres an open order showing this.

The BT agent mentioned something about Now TV boost and HD addon. He added the HD addon which then allowed him to remove boost then the HD addon again.

Really strange bug but its sorted* now

*I still want now TV Boost but he was unable to add it again.

Re: Now TV Boost Billing

Midnight_Voice — Thu, 16 May 2024 14:50:23 GMT

@FTTPtoNoWhere

I thought if you bought HD add-on, this includes Boost, which you get for no additional charge.

Is your account showing you as having HD add-on, and paying for it?

In which case, your account was working perfectly, until you invited BT to break it for you 😛

Re: Now TV Boost Billing

FTTPtoNoWhere — Thu, 16 May 2024 21:19:31 GMT

I have never had the BT HD Addon as I don't watch BT channels.

According to customer service its separate prices.

HD add on for BT 's HD channels and the Now Boost for the NowTV. Or is that another person who's wrong advised me?

"In which case, your account was working perfectly, until you invited BT to break it for you "

So unable to watch Now TV on multiple screens is working perfect?. THats why I called up to enquire this to begin with which made me noticed for whatever reason Mays bill never had Boost.

Re: Now TV Boost Billing

Midnight_Voice — Fri, 17 May 2024 07:50:11 GMT

@FTTPtoNoWhere @DarrenDev

I am now terminally confused (nothing unusual there) 😢

So if someone takes the HD Add-on, does this give them Now in HD, but not the other features that Now Boost provides, or does it only provide non-Now IP channels in HD?

And is it actually an HD/4K Add-on, or is that yet something else?

Re: Now TV Boost Billing

garybs29 — Fri, 17 May 2024 08:18:07 GMT

I believe there are 2 different add on's, the BT HD & 4K gives you TNT sports & Eurosport in HD etc & if you have Big sport etc Sky cahannels too but if you have sport as the base pacakage for example then the Now entertainment pass as a monthly ad don you need the boost as a separate charge to get the Sky channels in hd

Re: Now TV Boost Billing

DarrenDev — Fri, 17 May 2024 08:21:31 GMT

I understand your confusion @Midnight_Voice - there are a lot of different combinations of products. See the following explanation for the HD and Boost add-ons:

Entertainment, Big Entertainment and Big Sport subscriptions give the option to select the combi-HD add-on (£6)

This includes HD coverage across all selected NOW content (including any selected add-ons e.g. Big Ent + Now Sports Membership), TNT Sport where relevant.
It also includes the other Now Boost features (more streams).
VIP packs include HD/4K coverage so the combi-HD add-on is not shown

The Sport package gives the option to select the singular HD add-on (£6)

This only includes HD coverage across TNT Sport where relevant, and AMC
If you select a NOW add-on e.g. NOW Cinema Membership, and want full HD coverage across NOW content, you will need to also select the NOW Boost add-on (£6)

Re: Now TV Boost Billing

FTTPtoNoWhere — Fri, 17 May 2024 08:23:49 GMT

@DarrenDev

So how do the agents on the phone not know this?

And how do I get it so I can watch now TV boost again? It just randoly stopped working when the price increased happened. It worked fine and was billed fine for the previous two months before.

Re: Now TV Boost Billing

DarrenDev — Fri, 17 May 2024 08:38:30 GMT

Both our system and our view of Now TV's system show that Now Boost was added back onto your account overnight last night. Have you checked it this morning?

Re: Now TV Boost Billing

FTTPtoNoWhere — Fri, 17 May 2024 08:59:35 GMT

@DarrenDev

Nope not working. Had to swap over the BT box away from sky sports to watch it on NowTV website. Logged into myBT and can see the UHD and Boost Addons present.

One more thing I want to make clear.

March and April Now TV Boost are showing on my BT Bill. It was working fine then. For May I have an unpaid invoice On NowTV website for the amount of £6 where the transaction was declined🤔. I assume this tried to charge my very old bank card as I have had this now TV account for a few years. How/when/why did now TV all of sudden take over the billing?

NowTV physically wont let you manage anything from there website as both of the items on my account state billed with BT.

This happened on the month where the price increases happened if that makes any difference.

Re: Now TV Boost Billing

DarrenDev — Fri, 17 May 2024 09:11:05 GMT

Can you please confirm you're logged into Now TV with char.********5@gmail.com?

Re: Now TV Boost Billing

FTTPtoNoWhere — Fri, 17 May 2024 09:14:43 GMT

@DarrenDev

Yup.

Tried the usual clearing your cache, resetting the login, removing devices etc.

Also attached the image to show you what I see in the NowTV Backend.

Re: Now TV Boost Billing

DarrenDev — Fri, 17 May 2024 09:23:22 GMT

I understand your frustration, however can I request that you please do not abuse our call centre operators. I can see a warning on your account that a call was terminated this morning due to your abuse and swearing - this is NEVER acceptable.

Instead of looking at the "Bills & payments" screen, can I ask you to please check the "NOW Membership" screen? It'll show which packs are active on your account - is Now Boost shown?

Re: Now TV Boost Billing

FTTPtoNoWhere — Fri, 17 May 2024 09:35:36 GMT

@DarrenDev

Understand my frustration? atleast 4 hours of my time this week being constantly lied to you and uneducated staff telling me different things.

So I get this fully, lying to customers is acceptable? Wasting customers times is acceptable? Employing people who state "I don't know anything about all these apps" is acceptable also? But saying a swear word is not acceptable?

Calling someone a "f**king liar" is not really abuse directed at the agent speaking to me. I understand this is swearing and a lot of people are rather sensitive these days. But how else do you convey your frustration? "Liar" just doesn't cut it. Being polite, respectful and patient for three days didn't cut it either. Alternatives welcome please.

Asking the agent if he cant override a computer. Yeah that could be seen as abusive but only to those with the lack of training/education/supportive management to do so. To others its a pretty straight forward request.

Re: Now TV Boost Billing

DarrenDev — Fri, 17 May 2024 10:57:11 GMT

You've seen for yourself that swearing and abuse doesn't help at all - the call was terminated, and you didn't get any further forward. No-one has intentionally lied to you - it's not reasonable to expect every person at the call centre to know every thing about every system, so they do the best they can with the tools they're provided.

I feel it's best that we remove the call centre from this issue - it's a complex one, and the processes they have available cannot fix it. Ideally they would have referred it to our TV specialists, but they haven't - I'll do that instead.

Can you please send me an email at tv.apps@ee.co.uk including your BT account number, your Now TV username, and a screenshot of your active Now TV products (as taken from the NOW Membership screen). It sounds like our systems have come out of sync with Now's, and it's going to need manual intervention to fix it.

Re: Now TV Boost Billing

FTTPtoNoWhere — Tue, 04 Jun 2024 23:41:18 GMT

I sent an email and got no response. I have purchased the NowTV Sports directly from Now.

Back to my BT Bill. The agent who terminated the call said it was present but dropping off my account in 30 days and I wasn't being charged for it.

Can you confirm this is the case?

Re: Now TV Boost Billing

DarrenDev — Wed, 05 Jun 2024 09:55:18 GMT

I haven't received any email from you @FTTPtoNoWhere - could you check it actually sent?

As for your account - you still have a subscription for Big Sport (including sport on Now TV), and there's no order on your account to cancel it, so I can't see any reason why it would stop in 30 days.