This topic

Now TV

RGB5tanjsR — Sat, 03 Oct 2026 11:02:47 GMT

My previous BT BB & EE TV package was ending soon, so I have "regraded" to a new BT BB account and "BT TV Entertainment" pack, which includes Netflix Standard with ads, plus NOW TV.

While still speaking with the BT advisor, I received emails from both Netflix and Now. Those emails required me to "verify" the email address, as that email address would be used to both verify and create an account for both Netflix and Nov.

I dealt with the Netflix email first. Followed the instructions in the email and created the account, and Netflix is working fine on the Box Pro.

However, following the same course of action with the NOW email, I am unable to view any content within the NOW app on the TV box, as it keeps stating you don't have " An Active Membership"

I am definitely using the correct and only email address for the NOW account. After all, they emailed me, to verify the email address!

I spoke with BT, and the advisor said the reason it wasn't working was almost certainly because the BT order date had not yet completed.

The BT order date has now been and gone, but NOW TV still shows me not having an "Active Membership".

Reluctantly, I actually decided to have a "Chat" help session with NOW, but as they have no access to my billing, as I am paying BT, they advised me to go back to BT again.

I was wondering if any of the moderators on here could do anything, or suggest what the issue could be?

I will be grateful for any positive replies.

Thank you in anticipation

Re: Now TV

andydenyer — Sat, 03 Oct 2026 15:03:12 GMT

Are you able to view any of the NOW channels on the Pro Box itself (i.e. not via the app)? They have channel numbers in the 300+ range: https://www.bt.com/help/tv/learn-about-tv/tv-channel-guide

One advantage of accessing them via the box's EPG is that you can also record any of the programmes listed there.

Re: Now TV

RGB5tanjsR — Sun, 04 Oct 2026 11:59:04 GMT

Hi @andydenyer

Thank you for your swift response to my query.

Sadly, I also cannot view any of the "included" NOW Sky TV channels, within the Box EPG.

For example:

I selected channel 341 (Now Sky Witness). The guide then states: To watch Sky Witness you'll need to check your access first. Press OK to see if it's included in your TV package.

On pressing OK, it takes me to the EE TV "order" section, where it is offering me to "SWITCH TO A NEW TV PACKAGE" There is a Yellow icon that reads: Explore new EE TV.

If that is selected, the next screen states: Sorry- there's been a problem. To order your new package today call us on 0800 800 150, and also shows BTP-11178, which I suspect it is an error code?

Following my "reluctant" help option "Live-Chat" with NOW TV, they have confirmed my NOW account is active using the email address supplied (the only email address used) and the email address has been verified. Also, they have stated the membership is not yet activated through BT.

I contacted BT again. A helpful lady has confirmed to me the error is with BT. Unfortunately, after spending several minutes trying to resolve, she was unable to sort the issue herself, and says it has to be dealt with by a "specialist team".

She told me this can take between 1-2 working days. I suspect this "specialist" team do not work weekends? She also said I would be automatically informed when that part has been resolved.

Fingers crossed it is resolved soon.

Once again, many thanks for your suggestion.

Re: Now TV

andydenyer — Sun, 04 Oct 2026 20:09:15 GMT

@RGB5tanjsR

Hopefully the specialist team will be able to sort it out for you. I did have a similar issue some years ago where it kept saying I couldn't watch Sky Sports because it wasn't part of my subscription when it was. I think this was before the arrangement with NOW, if I recall correctly, so you could only view Main Event anyway when it was working.

Anyway, every time Customer Services restored my access, it would be lost the next day. However, I called one weekday when I was at home and got through to the specialist TV team based in Newcastle. The guy dealing with me set it right at the 'back-end' system for me, but then noticed something 'funny' about the overall set-up. So he asked that, if I didn't mind waiting on the line, he'd look deeper in to it. I said I didn't mind if it meant he could sort it out properly once and for all.

He explained that Customer Services have access to a 'front end' system, which they were doing properly, and he could see that that wasn't being reflected properly in the 'back-end' system which he could access. However, he noted that an intermediate system was (for some unknown reason) switching my access back 'off' in the back-end system overnight, which is why I kept being denied access the following day. So he corrected that and everything has been fine ever since.

It sounds like your issue might be something similar if she is doing all she can with the 'front-end' system but needs the specialist team with access to the 'back-end' system to set that right. Fingers crossed for you!

Re: Now TV

zulu17 — Sat, 10 Oct 2026 12:59:49 GMT

@RGB5tanjsR I moved your thread to a TV forum

Could you advise if the issue has indeed been resolved by the specialist team yet or is it still outstanding ?

Re: Now TV

DarrenDev — Sun, 11 Oct 2026 09:03:49 GMT

I suspect this will be resolved by now, however if anyone else has this issue you can just email eetvsupport@ee.co.uk with your account number and the email address you'd like to use for the NOW login, and we can sort it without needing to call.

Re: Now TV

RGB5tanjsR — Mon, 12 Oct 2026 15:56:00 GMT

Hi @andydenyer

My last message posted on here was on 04/10/2026.

Today, it's 12/10/2026, and I am afraid to say the issue is still not resolved.

I have spent hours speaking to several different people, all of whom are very nice, understanding and sympathetic, and they all keep telling me the issue will be working in 24 hours, or definitely no longer than 48 hours, but it's not.

I have been told by at least two different people on different calls, that there was a problem with a "back-end" system. I was also told they had to "recover" the account, as that was causing the issue.

I have been promised callbacks on two occasions, but no one called me, not even an email or text message to say why the callback didn't happen, meaning yet again, I the customer, is having to do all the chasing.

There is a great deal more I could say, but I don't wish to bore people.

I hope to be in a position to say something more positive tomorrow.

Watch this space.......

Re: Now TV

DarrenDev — Mon, 12 Oct 2026 15:58:25 GMT

Send me an email @RGB5tanjsR as per the details above ... I'll sort it

Re: Now TV

RGB5tanjsR — Mon, 12 Oct 2026 16:08:38 GMT

Hi @DarrenDev

Many thanks for your quick reply.

How do I send you a private message, as there is more I can say there?

I was given the understanding this forum was for people to vent their frustration, but was not actually seen by BT personnel, and therefore people had to contact BT directly to get issues resolved?

Re: Now TV

DarrenDev — Mon, 12 Oct 2026 16:11:01 GMT

That's usually true, but there are certain things I can help out with @RGB5tanjsR

Email me at eetvsupport@ee.co.uk with your account number and the email address you want to use for NOW, and any other details you think are relevant.

Re: Now TV

RGB5tanjsR — Mon, 12 Oct 2026 16:23:26 GMT

Hi again @DarrenDev

I need to wait until tomorrow, before I can send the email.

Following my very long call to BT this afternoon, I have been given an assurance it will be sorted by tomorrow.

I am also being contacted by BT tomorrow, to discuss other issues related to this order. Therefore, I am going to give them the opportunity to do what they have told me.

However, if it is not sorted by tomorrow, I will send you the email as requested.

Many thanks.