Now TV App on BT Box problem

[joncool78]

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 

[Brucemeister5]

@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.

[joncool78]

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.

[Brucemeister5]

How weird!

[zulu17]

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.

[yasir252_my]

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]

[joncool78]

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.

[Brucemeister5]

@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.

[Manatarms84]

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 

[joncool78]

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