This topic

Now TV App on BT Box problem

joncool78 — Tue, 04 Feb 2025 15:59:12 GMT

Wonder if anyone can help me: I subscribe to NOW TV sports through BT, and use the App on the BT Box Pro. This is my problem, when I try to watch the Championship highlights, no matter which game I select, it is always the same game that comes up, For example, I want to watch Leeds v Coventry, select it, and the match that comes up is Middlesbrough v Sunderland. No matter which game is selected, it always comes up as the Middlesbrough game. Had this problem for weeks now. Contacted Now TV but they are saying it is a BT/EE problem. I have reset the box but it makes no difference. Thanks in advance

Re: Now TV App on BT Box problem

Brucemeister5 — Tue, 04 Feb 2025 16:28:50 GMT

@joncool78 Yes, I see what you’re saying. However, if you scroll down below that match there should be a wide selection of other matches to watch. I’ve just done that and been able to select whatever I choose, and it isn’t Middlesbrough v Sunderland.

Re: Now TV App on BT Box problem

joncool78 — Tue, 04 Feb 2025 17:15:45 GMT

Thanks for the suggestion, but done that, as I said, the same game keeps coming up no matter where I choose it from. However, I tried it on the Now tv stick and it works just fine, just appears to be the Now tv app on the BT Box.

Re: Now TV App on BT Box problem

Brucemeister5 — Tue, 04 Feb 2025 17:27:07 GMT

How weird!

Re: Now TV App on BT Box problem

zulu17 — Tue, 04 Feb 2025 21:54:36 GMT

Well it seems clear that it is a Now fault , so if they bounce you over to EE or BT as it is their equipment that the Now app is misdirecting content then as your service is billed by BT/EE you can justifiably expect that they should take up the case. However there seems no process whereby BT/EE talk to NOW about issues like this and it seems everybodys time is wasted in doing unnessessary box resets.

The Now app on EETV devices has suffered previously from being behind other platform Now apps so it is perhaps not suprising that it responds differently to those on other platforms

I will comment that Now have a strange episode numbering sequence for their EFL Championship Highlights this season which seems to be down to some games postponed from their original MatchDay weekends not following the normal ascending sequence when they are played on a rescheduled date. That may just be a coincidence and unrelated to the problem .

IF the intention is for Now to migrate to NBCUniversal’s Global Streaming Platform then such issues with its present app may not be addressed. However it is not yet clear as to what that migration timeline to complete is.

Re: Now TV App on BT Box problem

yasir252_my — Wed, 05 Feb 2025 09:58:42 GMT

You've mentioned that the NOW TV app works fine on a NOW TV stick, suggesting the issue is specific to the BT Box Pro. To further isolate the problem, try accessing the Championship highlights on another device, such as a smartphone or tablet, using the NOW TV app. This can help determine if the issue is confined to the BT Box Pro. for further query vist

[mod edit: external link removed from the community forum]

Re: Now TV App on BT Box problem

joncool78 — Wed, 05 Feb 2025 08:47:39 GMT

Thank you for the reply. Yes, each game I select on both my iPhone and iPad shows the correct match highlights. The problem is specific to the BT Box Pro.

Re: Now TV App on BT Box problem

Brucemeister5 — Wed, 05 Feb 2025 09:56:18 GMT

@yasir252_my The link that you’ve provided there is not permitted in the Ts&Cs of this community. I would respectfully suggest that you remove it.

Re: Now TV App on BT Box problem

Manatarms84 — Wed, 05 Feb 2025 13:09:24 GMT

From what you have said the issue seems to be the Pro box as it's working ok on the other devices.

When you say you have reset the box was this a factory reset? If not this would be worth a go - if you are still having issues I would contact BT and they would be able to advise further

Re: Now TV App on BT Box problem

joncool78 — Wed, 05 Feb 2025 23:02:59 GMT

No didn’t do a factory reset, just the power down reset. I also cleared the cache, will try a factory reset.

Re: Now TV App on BT Box problem

joncool78 — Fri, 07 Feb 2025 14:37:53 GMT

Update 7th Feb: So, the problem is kind of fixed. I did a factory reset (keep recordings)
I click on the Now TV App, go to Sports, then click on EFL, scroll down to Championship Highlights. Now, if I click on Coventry v Leeds, the game that comes up is Portsmouth v Swansea! so that is not right. but if I scroll down one more line which is labelled "2024" the Coventry v Leeds game is there, click on that and hey presto it is the correct match. Bottom line, I can now watch the highlights but the whole Now TV sports listings are still all screwed up! I may be wrong, but the problem did seem to appear after the change from BT TV to EE TV. Many thanks to all for the suggestions.

Re: Now TV App on BT Box problem

zulu17 — Sat, 08 Feb 2025 11:31:38 GMT

@joncool78 thanks for for your update. The problem seems to be with the data/navigation on the Now app on the EETV box for the EFL S2024 episodes (ie EFL Championship 24/25 highlights). Nothing I see points to anything related to BT TV (rebranding/renaming) to EE TV , nor actually to anything that EETV directly maintain rather it all points to the NOW app own data, As the EFL championship matches are played most weeks the NOW highlights available will change as more matches are played their highlights added and some older highlights disappear. That means the exact nature of the problem you experience will change over time.The content you want is there it is just that there appear some incorrect navigation links depending upon the path you access to get to your highlights.

As to support really I believe it should be NOW but as you have experienced they tend to bounce EETV billed customers to BT/EE who don't expect to handle content and navigation issues within the NOW app itself (quite reasonable as they neither supplty the app or its data). As you are billed by BT/EE for the NOW service it is reasonable to expect holes in support of the product to be addressed so that customers are not bounced repeated between the two company groups.

Re: Now TV App on BT Box problem

Midnight_Voice — Sat, 08 Feb 2025 14:01:54 GMT

@zulu17 @joncool78

I have always thought that EETV needs to take ownership of problems with the services it provides, and which we pay them for.

Its true that problems with Now may not be of EETV’s doing, but then equally, neither are they of the customer’s doing.

EETV should liaise with NowTV, obtain a solution, and only then take it back to their EETV customer.

Re: Now TV App on BT Box problem

joncool78 — Sat, 08 Feb 2025 21:11:31 GMT

I agree, but like a lot of service providers these days it is left to the customer to find a solution. I'm still with BT and I'm sure that migrating to EE, even thought they are the same company, it will cost me money, with no guarantee that the service will be any better!