Now TV Boost Billing

[FTTPtoNoWhere]

@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.

[DarrenDev]

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?

[FTTPtoNoWhere]

@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.

[DarrenDev]

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

[FTTPtoNoWhere]

@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.

[DarrenDev]

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?

[FTTPtoNoWhere]

@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. 

[DarrenDev]

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.

[FTTPtoNoWhere]

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? 

[DarrenDev]

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.