Nowtv app logging in as unknown account
My BT Youview box T2100 software: 32.51.0 version is when using the Nowtv app is defaulting to an unknown account. I've been working with BT support but they can't see anything wrong. I have BT broadband but not BT tv however, I do have a Nowtv pass.
I've done a factory reset numerous times but it still defaults to the unknown BT tv account. I can see all their paid for programming and downloaded purchase films. I tried logging them out and can login on mine but once I come out of the app it defaults back to theirs. Don't know what to do next. ??
I've done a factory reset numerous times but it still defaults to the unknown BT tv account. I can see all their paid for programming and downloaded purchase films. I tried logging them out and can login on mine but once I come out of the app it defaults back to theirs. Don't know what to do next. ??
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We are all here to help.
Nowtv couldn't care less and after many hours talking with BT support who just suggested buying a new box I escalated it to BT's CEO. I'm now in contact with one of BT's executive complaints team but the technical team say it's impossible !! I'll keep trying but not having much luck.
Then tell them your details then give the third party's. Then they'll believe you.
My mantra is that software can do anything that the user does not know is impossible. Even if the techies ‘know’ it is. As in this case, where what is happening is clearly ‘impossible’.
So we have to investigate just where this default account detail is coming from. Cached on the box? That shouldn’t survive the Factory Resets you say you’ve done.
Were these real, Settings Menus/Factory Reset option resets, or Maintenance Mode Option 5 resets? If so, nothing should survive either of those.
Or are these details being subsequently re-downloaded from some server, somewhere? Possible, even if this isn’t how we understand NowTV accounts work. But maybe the Queen gets her details downloaded, to save Her Maj the indignity of having to remember one’s password, and they have accidentally hooked you into this?
Fanciful, perhaps, but the techies should be considering if there are such mechanisms, or similar ones.
Anyway, you say this account is ‘unknown’, but you can find out something about it, by scrolling right down the NowTV home page and then scrolling right, across the bottom, to My Account, and seeing whose logon name is there.
Give that to NowTV, so they can see who it is, and this will maybe help them get to the bottom of exactly how this is happening.
In the meantime, load a free copy of the Fing application onto an Android device that you own*, and see if you recognise every device that is on your WiFi network, to ensure that this has not either been penetrated by outside devices, or has not become tangled up with someone else’s WiFi account.
And do keep us posted!
*If you haven’t got an Android device, an iOS device is better than nothing, but Apple restrict what information Fing can access and/or provide you with, so it is not as effective as it is on Android.
Enjoy it while it lasts.
Nope, you just sign in to NowTV on the device you want to start using, and select and start watching a programme.
i.e. the only way to get a device into the device list in your account is to use it to watch a NowTV programme; you don’t need to set it up in advance, and indeed you can’t set it up in advance. And no device has any primacy in your list of up to six devices.
So any suggested solution to any NowTV problem which involves setting up a device or devices in advance, or granting any particular device primacy, won’t work, and some other solution needs to be found.
While my conscious mind was getting some well-deserved shuteye, my subconscious was still mulling this over, and presents me with a really off-the-wall suggestion this morning.
How about if, instead of getting a pristine and virgin NowTV app, you have somehow been sent a test one, with account details embedded in it? So every time you start the app, it comes up logged in to that user?
I don’t know how that could happen, but I can see that if it did happen, it would behave as you describe.
Though I don’t know if it could survive an Option 4 Maintenance Mode reset, let alone an Option 5 one. @Sarah, what does it take to force all the apps to be reloaded?
So even after an Option 4 or an Option 5, it would just send you the same special copy again.
If it’s based on the box Id, this will cease with the new box; so let’s hope it’s based on that, rather than your BT Account number, or the same thing will happen again.
ps: I'm wired directly to the BT hub and no unusual connections showing on my WiFi/broadband.
As you've noted, Netflix, NowTV and BT TV are all showing someone else's subscription. These get auto logged on any box you plug into your broadband in because of the billing tie-ins between BT and these services. There's no 'special' app, it's just a 'helpful' feature of those services.
First up, check your phone number - dial your mobile from your landline, does it match the number you expect? If no, try calling the number you were expecting (or is on your bills), you might well find yourself talking to one of your neighbours if the wires have been crossed by a careless engineer.
If it's not that straightforward, then BT have done something special with your account and somehow linked your broadband details with someone else's. The advice above to provide BT with and IDs you can recover from the apps should help them untangle it - I believe there's some IDs in the BT app help section that they would recognise.