Now entertainment free trial

[TJB_7111]

Hi,

I agreed to a Now entertainment package free 7 day trial earlier this week but now want to cancel this (I am already on the Big Sport package that I wish to continue). My receipt email stated that I’d be able to do this through the EE app but I can see no mention of this trial on there (I have updated/refreshed etc).

How do I go about cancelling this so I am not charged on my next bill?

[Northerner]

Hi @TJB_7111 

You'll need to call EE.

Thanks 

[markh61]

It's very poor how it's super easy to start subscriptions but virtually impossible to to cancel them. All the website links go to pages that are "down for maintenance " and the phone line queues are so long as to be useless.

EE really should do better.

[Midnight_Voice]

@markh61 

EE does do better now. The facility to change Now subscriptions is now available in the My EE app.

Note that although the free trial is 7 days, and always lasts for seven days no matter how early you cancel, it’s best to cancel no later than the sixth day, and indeed earlier, if you decide Entertainment is not for you.

The reason is that Now can start their billing cycle before the seventh day is entirely over, and you don’t want to get caught by that.

[jonathanteague]

Before Christmas I took a 7 day free trial of Entertainment and Cinema.  I did it via the Now website thinking it would just hook up to my Credit Card details.  What I didn't know is it actually routes the billing through EE (just as Now Sport is) and that caused a bit of a problem.

The emails I received said it would be billed through EE and I could cancel it with them, however when I logged into the EE app it wasn't there.  I called EE who looked into it and tried to cancel it, but they kept getting an error so couldn't do it.  Eventually after the 7 day free trial ended Now Entertainment and Cinema were visible in the EE app and I could cancel them, but I did end up having to pay for 1 full month.

So a slight issue with the workflow if you take a trial via Now instead of the EE app.  Lesson learned.

[Midnight_Voice]

@jonathanteague 

Could you have cancelled them on the Now website?

Re the larger issue of where the billing went, you can’t have an account with payment split between Now direct and EETV; but you could have started a new and separate account with Now for Entertainment and Cinema, and then it would have done what you wanted.

However, note that EETV devices, while you can log out of the EETV account and log in to the Now direct one and watch that way, will always revert to the EETV account first chance they get. So it’s more useful to set the direct Now account up on a non-EETV device or devices, your smart TV say, and use it there.

Also on Now direct, you can play the cancel game; start to cancel, and get an automated discount offer that last a few months. After which, rinse and repeat 😛 

[jonathanteague]

No unfortunately Now didn't give me an option to cancel and just redirected me to an article saying I need to managed it via EE.

Good idea setting up different accounts as I tend to use the Apple TV's more than the Pro box so that wouldn't be much of an issue for me.

[Midnight_Voice]

@jonathanteague 

Indeed. And then you can treat yourself to UltraBoost, while the rest of us fume at EETV’s tardiness in providing this 😛