ComplaintsforSportsnet Now
TV Program Distributors
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
In Dec 2022 I subscribed to Sportsnet NOW Premium (monthly) for additional sports coverage. I should note that at the time I subscribed, I already had the Sportsnet app installed on my phone. When I subscribe via the Sportsnet app, I was prompted to “register my account” in order to activate my subscription. This is when my personal information was obtained by Sportsnet incl. my credit card, and unknowingly I subscribed for the service via *****s directly. When I tried to activate the service, it didn’t launch so I went to the ***** site to see if the issue was there. I proceeded to purchase the service via ***** ****** ** **** * ******** *** and was notified of my purchase. At no time was I made aware that Sportsnet was also charging me directly for this subscription (no monthly invoices were sent to me) and since the charges were applied to two different credit cards I was not aware of it until now. When I realized that ***** and Sportsnet were withdrawing funds (through two different credit cards) for the identical service for the months of Dec 2022, Jan-March, 2023, I cancelled my subscription to both this past week and asked *****/Sportsnet for a refund. They refused my request, confirmed my subscription with them was a different platform than *******, and suggested I approach ***** for a refund. ***** did provide monthly invoices with each monthly withdrawal while *****/Sportsnet did not. While I admit I should have paid closer attention to my charges ** ***** *** **** ********* ** *** ** ** ****** ****** the fact of the matter is I only had the one subscription service and I was being charged twice. *** ********* ************ *** ** *** ********** *** *** *** ********* ******** **** ********** ** ***** ** ****** ******* **** **** **** ********** ** *** **** ******* ****** Can anyone help me resolve this so I can get a refund?Initial Complaint
31/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I won a **** ** *** *** prize from *** ******* of 6 months of Sportsnet Now on 30 March 2023. When I tried to redeem the code it was not valid. The message gave several reasons why it didn't work. What it boils down to after spending over an hour with customer support they claim that I cannot use the code because I am already a customer and already used a previous offer. T*** ** *** ********** ** I won the prize and it must be honored.Initial Complaint
25/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been a paying subscriber to SN Now for over one year. I use the paid app via my smart tv, laptop or ****, all in my home. Several times over the last year, the app has switched from allowing me to access the streaming that I am paying for, to a screen that reads "Not Subscribed." I am paying for the subscription and have all the documentation that I am being charged via ****** **** Store and my Credit Card. When I try to navigate and troubleshoot the problem from the company's online chat there is no response. When I search out information from the FAQ or online directory, there is no response. I am paying for a product that they will not allow me to use. This has happened several times over the last year *** * **** ********** ** *** ********Initial Complaint
03/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On December 1st, I paid the following for a monthly subscription to Sportsnet Now: Receipt Number: *********** Sub-total: $12.74 GST: $.64 Total: $13.38 Package Purchased: SN NOW Standard I live in Edmonton, Alberta, Canada and am supposed to be able to watch all ******** ****** games live, according to their website. Since paying for the subscription, there have been 2 games that I have attempted to watch and both times, I received the following error message on the sportsnet mobile app: "This content is not available within your subscription package. Please contact *********************** for more details." Four things should be noted here, 1) this content is supposed to be "available within my subscription package", 2) that this message only comes up when I am connected to wifi or a direct lan connection; I am able to watch the game live when I am only connected to my mobile data, and 3) I sent the above email address from the error message a summary of my issue and was immediately sent an automatic response email stating: "Message blocked Your message to ********************.ca has been blocked. See technical details below for more information. The response from the remote server was: *** ***** Recipient address rejected: Access denied. ************* ***************************************************** *, and 4) there is now phone number available anywhere to contact them in the event that this email address is auto-blocking emails. It should also be noted that I have tried to watch games on my *********** 4 and computer's web browser and received another error message stating: "Playback error: streaming is not available in your region. SN NOW is only supported in Canada *********)" ***** ***** **** ******* ********** ******* ********* *** **** ** *** *** ******** ***** ** **** * ****** ****** ***** ********************************************************************************* ***** **** ** ********* ** ***** ****** *** *** ***** *********Initial Complaint
22/10/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I signed up for SportsNet Now October 2022. I subscribed to watch the ******** ********* games. On the site it said if I paid for the premium package I would have less blackout periods. I didn't have a number to call to get clarification and I didn't see a blackout calander while subscribing. I haven't been able to watch any of the ******** games I tried to watch so far so I used the chat support to ask why. I was told I will only get 30 games. I was also told that I would have gotten the same amount of games had I bought the standard package. I asked if I could be refunded for the extra cost of the premium package and the rep said no I was past my buyers remorse period. He told me to email the issue to *********************** and they may help. When I emailed my email came back blocked. I would like to be refunded money I paid over and above the standard subscription.Initial Complaint
14/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered Sportsnet Now premium for the *** live access (as Rogers forced the *** Live app away this year for their version). I received emails in the summer stating that I would "experience the exact same service as *** live just in a new home" and "enjoy the same service you have had with *** Live on SNNow with more new features". So far after a week of preseason and two days of regular season this has been nothing but false advertising on Rogers behalf as the service is nowhere near the same. This is the list so far: - missing games that would have been available on *** live - lower bitrate for playback resulting in choppy and poor quality of games - replay of games still have the poor playback quality - randomly inserting commercials over the actual game resulting in missed goals (10 times during the *********** game alone) - 720p streaming vs 1080p - no option for home or away broadcast that was available with *** Live And sadly the list goes on. They charge $200 a season for this and are not providing me the same service as they had promised.Initial Complaint
06/10/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On Sept 27, 2022 I purchased Sportnet Now Premium based on the following which was available on the internet at *************************************************************************************************-2022-2023-season What *** content can I expect with a subscription to SN NOW PREMIUM? Users will get access to the same out-of-market games on SN NOW PREMIUM that they previously enjoyed on *** LIVE, including games from all Canadian and American networks. As the destination for out-of-market games in Canada, it will offer these same games blackout-free, regardless of which broadcaster is producing the game on TV. None of the games that i'm interested in are available on Sportsnet Now compared to last year when all of the games that I wanted were available on *** Live. * **** **** ****** **** ******* ********* **** ***** *********** ***** ** *** ********* ********* ***** *** after numerous attempts at trying to come to a resolution ******* to date, have refused to issue a refund based on there so called 5 day refund window even though the issue didn't come to light until after the 5 daysInitial Complaint
05/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I subscribe to SN Now ****** ** ******* for the sole reason of watching games. The service is unreliable especially during peak periods. For example, in the playoff leafs game today, the first 2 periods were unwatchable. The video stream never achieved stability and was constantly cutting out, buffering and low resolution. I contacted customer support asking for a partial refund. I pay for a full year but having a service unusable during peak periods defeats the point. The first agent told me that they were ****** support and couldn't help me, ultimately they hung up on me when I asked for a manager. That agent also told me that SN Now was experiencing a high volume of requests at ~10PM EST - ******** ******* ****** *** ******* ******* The 2nd agent said they wouldn't do anything to refund me and denied any issues. **** ***** **** *** ******* ** ****** ******** ****** *** ****** ** ******** I validated that on wifi or internet the service had the same issue. I tried on my phone and my computer and the same issue happened. * **** ****** ********* ** ******* *** ***** **** ** *******Business response
09/05/2022
Initial Complaint
06/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the Sportsnet Now app in October and had nothing but issues with it. I can't view a game on it without crashes, loading screens, delays, glitches, etc. I've tried to contact support (**********@*********.ca) three times now with no reply. I am seeking a refund **************************************************** Thank youBusiness response
07/02/2022
Business Response /* (1000, 5, 2022/01/07) */ Please contact ***@*********.ca for assistance. The email address listed in complaint is not correct. We can assist you with your technical issues and/or cancellation process. Thank you.Initial Complaint
19/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Sportsnet now app does not work as advertised or promised. Games are not streamed in HD, often have no audio & blank grey screens appear frequently during streaming. ****************************************************************************** Tonight, not one item of available content streamed on 7 different household devices. Various error messages would appear including "streaming not available in your region, SN now is only supported in Canada". I have never attempted to use this service outside of the country. When communicating with customer service & technical support I spend over 3 hours of my evening on an online chat that provided zero options for resolution or suggested ways to fix the issue. I signed up for this service with an annual subscription on oct 17 2021. I would like a concrete resolution or 11 month equivalent refund.Business response
07/02/2022
Business Response /* (1000, 7, 2021/12/20) */ **************************************************************************************** We require the customer's email address to investigate further re: billing & refund. From a technical standpoint, we have deployed multiple fixes since Nov 19th when this complaint was submitted. If the customer is still experiencing technical issues or requires billing help, please contact SN Customer Support and have them escalate to me personally ************************
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
39 total complaints in the last 3 years.
16 complaints closed in the last 12 months.