NOW app live streaming not working issue ('It seems that you're offline') under investigation but no ETA for fix, says support

NOW is a subscription-based OTT platform operated by the British satellite television provider Sky. You can use it to stream movies, tv-series, and live sports on any device.

But occasionally, some bugs and issues do surface as is the case with any other OTT service out there.

According to reports, many NOW app users are reporting an issue where the live streaming is not working for them. And those affected have taken to Twitter to raise their complaints (1,2,3,4,5,6,7).

Users say that the app is completely down and they encounter an error message that says ‘It seems that you’re offline’ every time they try to open it.

And it appears to be an issue with the iOS and Android apps only as the website seems to work fine.

This issue has made the service unusable for the affected users as they are unable to access live streams on the app.

@NOWHelpTeam another day, another problem- I am not offline & yet here we are. I’ve tried all your usual quick fixes (deleted & reinstalled the app, turned off & on the phone) and still nothing. Why am I paying for a service you consistently can’t provide?
Source

@NOWHelpTeam my app is not working. I was hoping to watch the football. Can you help? It’s been like this for the past hour or two. I’ve seen other people having this issue. I’ve already tried uninstalling and reinstalling the app and no luck.
Source

Some tried troubleshooting methods like uninstalling and reinstalling the app and turning their phone off and on, but still, nothing fixed the issue.

As it turns out, NOW support has acknowledged and confirmed that they are working on the issue with live streaming not working. They did not, however, provide a timeline for when it will be fixed.

While the developers work on a fix for the issue, we came across a workaround that might help NOW app users.

We hope the developers find out the root cause of this issue and fix it before the weekend’s EPL games. That said, we’ll keep track of the situation and post an update regarding the matter.

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