Now TV

[RGB5tanjsR]

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 

[andydenyer]

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.

[RGB5tanjsR]

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.

[andydenyer]

@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!