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Now TV pass not appearing

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4: Newbie

I hope someone can help me as I'm being told by Carphone Warehouse to speak to Vodafone, and Vodafone is telling me to speak to Carphone Warehouse! I took out a plan with Vodafone via Carphone Warehouse, one of the perks it mentioned was a Red Entertainment bundle, including a Now TV pass - this was a big factor in me deciding to join Vodafone. I got the text directing me to the Red Entertainment plans page, but only Spotify and Sky Sports appear (and incidentally, both seem to have charges next to them when they should be included!)

 

I went back and forth on the phone with Vodafone/CPWH and both said I should speak to the other. Vodafone said that CPWH hadn't included it in the plan so they would have to do this and instruct Vodafone to add it, but CPWH said that this was something Vodafone would need to add. Eventually a person at CPWH agreed to email the 'Offline Team' asking them to email Vodafone to get it added, they said this would be done within 5 days - it's been a week and it's still not there.

 

Can anyone help me? I'd be really grateful!

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23 REPLIES
17: Community Champion

Hi @Laura

 

When a contract is taken out or upgraded with an independent i.e. Carphone Warehouse then you become their customer with Vodafone supplying the connection to the network. 

 

It's up to the independent to sort out the contract. 

I'm not sure if this Vodafone link would help. > How-do-I-get-my-NOW-TV-Entertainment-Pass-and-how-do-I-activate-it.

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4: Newbie

Thank you very much for explaining

 

You wouldn't happen to know any tips for communicating this to CPWH would you? They're just not understanding me at all - they kept putting me through to random departments like WiFi and Promotions!

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17: Community Champion

You're welcome. 

 

Did you take out the contract in a store or online may I ask ?

Which number are you currently calling CPW on ?

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4: Newbie

Hi It was online, and I was calling them on 0370 111 6565. And when I spoke to Vodafone I just called the 191 number. Thanks.

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17: Community Champion

Hi @Laura

 

Yes that's the same number I'm aware of for CPW and Yes 191 is the number for Vodafone Customer Services. 

It seems your caught between the two

Carphone warehouse are going to need to liaise with Vodafone as it's them that pass on all the needed relevant information to Vodafone to set things up. 

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4: Newbie

Thank you! I'm going to get back to CPW and see what happens....

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17: Community Champion

Hi @Laura

 

Although you are a Carphone Warehouse customer, with your account set up and airtime contract up and running, this is something Vodafone should be able to help with.

 

You get a choice of entertainment packs, and there is no reason for you being unable to opt into NOW TV.  

 

If you use live chat for account access, they will be able to help get your entertainment choice up and running.

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4: Newbie

Thank you I had tried live chat and they directed me to phone 191 instead.... but I may try them again as well. I'm really confused as I can see the logic in it being Vodafone's responsibility and the logic in it being CPW's responsibility so I'm really stuck between the two!

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17: Community Champion

Hi @Laura

 

There is no reason for you to go back to Carphone, they would have set up the entertainment pack with Vodafone.   The reason you are probably not seeing NOW TV is because it has already been set up against your account.

 

It may be necessary for Vodafone to delete your entertainment pack, this will enable you to set it up again from fresh opting into NOW TV. There is no reason for live chat being unable to do this for you, but if you find you are going round in circles, come back to the forum and one of the Team will soon get this sorted and you will be watching NOW TV.

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17: Community Champion

Laura wrote:

Thank you! I'm going to get back to CPW and see what happens....


I'm sure between the two sets of Customer Services Departments they'll have you set up. 

Please let us know how you get on and how this is resolved. 

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4: Newbie

Thank you both! I will get on to Vodafone live chat now and let you know how it goes...

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4: Newbie

Guess what? They want me to go into a Vodafone store or contact Carphone Warehouse again! Here's some bits of the chat transcript (disclaimer: I look a bit mean in these comments, I did explain to the representative that I know it's not their fault, etc, and thanked them for their help, so I wasn't being a total cow!):

 

Pratik J:

Laura as I checked from your account details, I see that, your package doesn't include any entertainment pack.

Pratik J:

That's the reason you are not able to view the options

Laura Beauchamp:

I can see two of the options though - Sky Sports and Spotify, just not the Now TV pass.
Laura Beauchamp:

I bought a plan with the entertainment pass on so I expect to be able to get the Now TV pass. Please could you fix this for me or pass me on to someone who can?

 

And then....

 

Pratik J:

As I check from your account details, I don't see any Entertainment package include in your price plan (unlimited minutes,unlimited texts,16GB data,Vodafone Global Roaming)

Pratik J:

If you wish to include entertainment package in your price plan then you'll have to do price plan migration

Laura Beauchamp:

What does that mean?
Pratik J:

Tariff migration if you wish to move to another price plan which includes entertainment package

Laura Beauchamp:

It was advertised as part of the plan, so it should be there. I shouldn't need to change my price plan. Who can I speak to, to get this amended?
Pratik J:

Have you received any message in regards to entertainment package ?

Laura Beauchamp:

I had a text when I first got my phone telling me to go to vodafone.uk/2b6VrTT and pick from spotify, now tv or sky sports. But when I followed the link it only gave me the spotify and sky sports options.
Pratik J:

Alright Laura

Pratik J:

In that case, I would request you to please visit our nearest Vodafone store alongwith the message that you've received and the store advisor will get this resolved for you.

Laura Beauchamp:

I work full time so it's hard to get to a store. Can this not be done by you or your colleagues? I shouldn't need to go out of my way to get this fixed when it should be there in the first place.
Pratik J:

I understand your concern Laura, but as I see from your account details, there is no entertainment package on your price plan.

 

 

Any ideas??

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17: Community Champion

Hi @Laura

 

Seems like your stuck between a rock and a hard place

As I mentioned it could be Because Cpw haven't properly dealt with this from their end before passing the information into Vodafone

Perhaps let the Social Media Team here catch up with your thread to take a peek at your Account. 

I hope this is resolved swiftly for you. 

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Moderator

Hi @Laura, we'd like to take a closer look into this for you.

So we can help, I've sent you a private message with details to contact our team. We'll then be in touch as soon as possible.

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4: Newbie

Thanks, everyone!

 

Natasha - I've filled in the form as instructed in your private message, thnak you for this.

 

I tried calling CPW again today (before I saw this message) and they said it was nothing to do with them and ended up transferring me to the Broadband team, who obviously have nothing to do with the issue! So basically the same problem again really, I don't think they understand what I'm talking about

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16: Advanced member

The 16GB Plan with a phone does not include the Entertainment Pack.

There is currently a promotion deal SIM Only where you get 16GB and entertainment pack for £19.

 

So the question is which plan are you own? Did you take a phone with the new tariff? If so then you are on a Tariff which does not include Entertainment Pack. Additional £7 will get you entertainment pack with extra 16GB added.

 

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4: Newbie

Hi. The plan is £42/month (with £29.99) paid upfront, unlimited minutes/texts and 16gb of data. But the plan on the CPW website definitely had the Entertainment pack included, and it said it included the Now TV pass. It was part of the reason why I switched to Vodafone. So that kind of makes me think it is something CPW should be fixing... but I'm really confused by it all! Thanks for your help though

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4: Newbie

Following Natasha's post, I filled in the form as requested. Then around an hour later Sheila from the Social Media Team phoned me and explained that CPW had put me on a tariff which didn't include the Entertainment pack. So she switched me over to an identical tariff (same price and mins/texts, but double the data allowance!) which did have the entertainment pack. I turned my phone off and on again this morning to make it take effect, as she'd told me to do, and TADAAAA! I've got my Now TV pass!

 

Thank you so much Sheila, and all of the rest of you for your advice and help. I will definitely come to the forum again if I ever have any further problems, you've all been much more helpful than the main Customer Services!

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Moderator

@Laura - That's great to hear! 

I'm sorry it took so long, but I'm pleased we've got this sorted now.

We've got a great online community here, so feel free to post any time you need anything.

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