Now TV has faced significant service disruptions across its network, starting on February 25, 2024, with customers struggling to access programming as the outage extended over two days. Users have taken to social media to express their frustration, with many reporting they were unable to view scheduled content, including high-profile Premier League matches.
According to statements from Now TV, the service became inaccessible around 10:40 AM on the 25th, with most channels failing except for the news channel. By the afternoon, the network acknowledged the problem and reassured customers via social media posts. An update at approximately 3 PM indicated some channels were being restored, but not all services had returned to normal by the following morning.
By the evening of February 26, people were still struggling to connect with their Now TV box, and the company's updates mentioned only partial resolutions. Now TV's official Twitter beckoned users to be patient as their technical team worked tirelessly to restore service. Users reported receiving messages indicating, "We are still working hard to repair the service," and more information would be forthcoming.
To address the disruption, Now TV unveiled alternative broadcasting arrangements for three key Premier League matches, previously slated for exclusive airing on their channels. Brighton's match against Bournemouth, Crystal Palace versus Aston Villa, and Chelsea versus Southampton were all made available on free channels, including ViuTV and the NOW News channel. Specifically, Brighton vs Bournemouth aired on ViuTV six (96), Crystal Palace vs Aston Villa appeared on the NOW News channel, and Chelsea vs Southampton was broadcast on both ViuTV and Now TV's various channels.
Despite these free broadcasts, the transition did not go smoothly. ViuTV's airing of Chelsea's match was marred with interruptions as advertisements aired during game time, raising concerns among viewers who expected comprehensive coverage. This led to some users expressing disbelief, taking to social media to voice their opinions, with one remarking, "The news channel airing Premier League matches is quite innovative," reflecting mixed feelings about the alternative arrangements.
The fallout from the service outage has resulted not only in customer complaints but also speculation around potential compensatory offerings for users who paid for Now TV packages. Some users have demanded refunds, commenting on the revenue discrepancy between what they paid for premium channels and the free access they received during the outages. One user questioned, "If we were paying, what’s the point?" highlighting the frustration of those who felt shortchanged by the situation.
Looking forward, basketball fans expressed concerns as one of the major NBA matches, featuring the Los Angeles Lakers versus the Dallas Mavericks, was also not listed for conventional airing. There was considerable anticipation surrounding this game, with fans flocking to Now TV's social media accounts to urge the network to confirm any potential coverage arrangements.
Following the outage, Now TV has yet to announce the live schedules for the next round of Premier League games scheduled for February 27 and 28, including matches like Brentford vs Everton and Manchester United vs Crystal Palace. With customer patience wearing thin, the broadcasting service must quickly communicate its recovery plans to maintain subscriber trust.
This situation presents significant challenges for both Now TV and ViuTV amid heightened competition for viewer engagement. The network must now navigate the dual task of restoring full service operations and addressing customer retention. Whether they will implement compensatory offers for disrupted services remains to be seen, as subscribers expect not only clarity but also accountability for this significant disturbance.