NOW Broadband Reviews

Appalling, rip off, agree to a plan and they then charge you more stating you have not got included calls when that was what you bought. Luckily I did keep proof through topcashback, where I am taking it to CISAS complaint handling as NOW Broadband have not bothered to answer 8 emails of complaint. Terrible customer service, wish I had looked into the terrible service first. A con firm that needs shutting down. Broadband also poor intermittent. Stay away and if too late take it to CISAS and get them fined.

Taking them to cisias complaints ombudsman. Poor service that keeps logging out, missing speech on tv, bought through topcashback with anytime calls and now broadband are trying to charge me for extortionate calls saying I need to provide proof it was anytme calls when I bough it. 8 emaisl ignored so had enough of poor customer services and taking it further whilst changing providers. Thsi company needs shutting down please report them.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Painfully slow and impossible to speak to anyone in person

What a pile of rubbush , worst internet I have ever had , lies about speeds and blames the walls in my house I could lots of 4 letter words to describe this service

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I originally signed up with NOW Broadband as they offered the best value deals, but as I've discovered that comes at a cost. I have no issue with the broadband speeds, but I've had several issues with service drop outs. After line tests they have insisted on having an Engineer access my property at great inconvenience even though the faults have all been at the exchange.
A few weeks ago I received an email telling me another supplier had requested to take over my line. I immediately phoned them and told them this was a mistake and not the case. I was advised they would put a stop on the line transfer and I'd receive an email confirming when this had been done. No email was received, so I called them back again. I was given no explanation as to why the stop hadn't been actioned, but they would deal with it straight away and I was assured my phone line would not be cut off. On Friday my phone line and Broadband were cut off! After numerous phone calls (you have to go through the same set of security questions twice every time and they have a habit of cutting you off when they try and transfer you) I've been told my only option is to sign up as a new customer again - which will take 14 days. Also, my phone number of 26 years has been deleted and I can't have it back! They have accepted they should have actioned the 'stop' on the line transfer but just didn't bother, so tough luck it's too late now!!!!!
I now have no phone and Broadband for at least 2 weeks during our 2nd lockdown in Aberdeen.
Don't be tempted by the cheap deals, they're hopeless!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  2 stars

Asked to keep my landline number as it's a business number I have had for 24years and guess what they gave me a new number which they say can't be reversed so after a week I left
To go back to original supplier who said they would get my number back
So how could now not manage
Hopeless

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  3 stars

AVOID, AVOID, AVOID, AVOID, AVOID
This really is a truly awful Internet service provider. When I contacted Customer Services I was put to 3 different advisers and had to explain 3 different times the same issue. They deny all responsibility and do everything they can to avoid a resolve. I have never ever came across such poor customer services, they try and pass the burden of blame elsewhere. One of the best excuses I had when trying to resolve the issue was that I am using the wrong web browser (even though I had tried Microsoft edge, Google Chrome, Internet Explorer & Safari) so I was told to download Firefox and this what definitely, without a shadow of a doubt resolve the problem. Guess what, even after following their advice to the letter it still did not resolve the issue.
I cancelled account and am now out of pocket.
This really is the worst provider I have unluckily had the misfortune to subscribe too. Do not be drawn if by any special offers you see on any comparison website, spend a fraction more on another provider if you have to as it will be worth it and you will save money in long run. If I could've gave it negative stars I would've.
AVOID, AVOID, AVOID, AVOID, AVOID,AVOID, AVOID, AVOID, AVOID, AVOID, AVOID, AVOID, AVOID, AVOID, AVOID

I have been with Now Broadband for several months now. Having moved my service from Vodafone. What caught my eye was the price, plus I already had Now TV and had no issues at all.

Sign up and install was easy. The transfer of service was quick and smooth. However having said that, there was a broadband fault the day that I was due to transfer service. Luckily I had topped up my data sim to unlimited and was still able to use the net via Wifi Hot Spot.

Since then I have had no problems with the company themselves. But since changing from Vodafone to Now Broadband I have been receiving countless "cold calls" I have no idea how this has happened? As my number is ex - directory.

But recently I have noticed that things are stuttering such as YouTube, Facebook and Google Search. The connection drops out all the time for seconds at a time but it's continuously doing it. I have checked the speeds and I'm getting 18.2mg to 1.5mg so there shouldn't be any issues but there are.

On the whole, I am happy with the service just not with the dropouts. I've only contacted Customer Service twice. And they were helpful and friendly, the wait time was I think about 10 to 15 mins.

• Satisfaction
  2 stars
• Customer Service
  4 stars
• Speed
  1 star
• Reliability
  1 star

Disgusting. Don't care about customers at all. Been trying to get internet installed since September and it's now December. Moving to another company. What a waste of time!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

dreadful company, and service. 8 engineers were sent to look for the fault, all 8 said that it was a problem with the Now tv/Sky equipment.
Now tv offered to let me out of my contract early with no early leaving fee, so I switch providers and then sky informed me they would fix their equipment if a cancelled my leaving them.
They then had the cheek to charge me for 9 days of faulty broadband.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

Now TV is a joke the speeds sold are half if lucky. They are a joke of a company. Advertise 62 meg speeds and they think it is normal to get 30. DO NOT DO BUSINESS with these Sharks

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Found them a mixed bag. The actual broadband has been pretty good (good speeds and wasn't too bad for dropping out). The online account system is pretty minimal though and does not confirm what your contract end date would be (you have to work this out from your timeline and original email stating contract length). They also do not inform you when you are nearing the end of the contract, they just up your DD without notice. I contacted them regarding this saying it's ridiculous that they make it so difficult to find your contract end and that they should be at the very least emailing you as a courtesy to say your bill is changing. I did get a fairly quick response but it basically said your end date will have been in your joining instructions...

• Satisfaction
  3 stars
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  4 stars

Switched from Talk Talk to Now TV in October 2019. The Now TV broadband reguarly matches the advertised speed so that's not a problem, but almost every day at different times there are moments when you open an app and it won't connect. You try to open a web site, and it won't connect - even though it says connected to the internet. This is across multiple devices, TV, IOS iPhone, Android tablet. Looking on line others say it's the Now TV router that's the problem. I think they're right as my previous Talk Talk account's speed was half the advertised rate of Now TV's, yet I never had any problems connecting to or with anything. It's specifically bad with apps/sites that use heavy data such as YouTube, Plane Finder, Google Earth, Netflix, and sometimes even a simple site like Ebay! About 50% of the time with those apps/sites you just sit watching them trying to load - it's so frustrating. Been to Now TV web site to troubleshoot - also frustrating. It recommends all the obvious stuff that I've already done, (thanks)! So I try to contact them and there doesn't seem to be a way that works. There's a Chat Live button, but it doesn't work. As soon as my contract runs out (only 8 months to go) I'll be off to another provider. Not impressed.

• Speed
  4 stars
• Reliability
  1 star

I am due to move house in 1 month. I called them a few weeks ago to schedule this and even had email confirmations to say that the broadband will be switched on the correct date. They shut off my broadband a month early and couldn't get it back. They then said it would take up to 2 weeks to get back, until someone else took the last spot in the green box outside. Now I am without broadband for a month until I move. Thanks NOW TV!

• Satisfaction
  1 star
• Customer Service
  5 stars
• Speed
  2 stars
• Reliability
  2 stars

Totally agree with all the comments on here broadband keeps dropping out when it works at all and all they say is there is something wrong with your setup customer service is a disgrace don't use them

What an alful company keeps dropping broadband and when you do get a signal so slow forget about customer service all they keep saying its your fault, funny it works fine with other companies. Then they have the cheek to charge you to leave early

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Dire customer support. Often left on hold for up to 20 minutes only for them to take you off hold to tell you that they can't help and end the call. The other tactic is to disconnect the call whilst "transferring" you. I have cancelled within the first week of my contract after they messed up my broadband order and I couldn't get a straight answer on how it can be resolved from anyone.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  1 star

Range of WiFi router is terrible. I'm in an apartment and speeds in one of the bedrooms are negligible. Customer service is OK, although problems often take a lot of explanation and are relative to other firms slow. I've decided to cut my contract a couple of months short due to being dissatisfied.

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  3 stars
• Reliability
  1 star

Your customer services is a joke once no contact numbers .customers support none When you finally get to speak to someone after waiting 45 minutes when told it would take 3 minutes you are then transferred to deal with at the least 3different people each one taking up to 25 minutes to 30 minutes each This happened on 4 nights did not get any answers . It may only be £18 a month but be aware of the hidden costs of contacting this fir as in 1 week it cost me £12 and still no cooperation from this firm of cowboys a complete RIP OFF

• Satisfaction
  1 star
• Customer Service
  1 star

Absolutely rubbish customer service have waited 1 month and still not got internet connected had router arrive within 5 days but bt service for phone line rubbish and no help or support or contact from now tv i still wait.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolute circus.
They sent contractors to set up my line, only for them to tell me that my house couldn't get broadband atall. (They were wrong!) Customer service then confirmed that my house wasn't set up for it (again wrong). I cancelled the broadband, and then a week later a different engineer turned up out of the blue (without NowTV telling me they'd booked or sent one). This engineer said he could in fact set up my house, and that they'd sent third party contractors to do the work who didn't know what they were doing.
I still haven't received a refund for the 'set up' fee.
-They cant even be bothered to send qualified people to set up your broadband.
- Customer service, you have to spend ages trawling the website to find a number.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

If it was possible to leave 0 stars I would. I have been waiting since November 20th to have the broadband installed at my property. It is now January the 3rd.

I have had appointments booked and then pushed back 4 times

Now TV will say they will call you, but will NOT
Now TV will not compensate you for the negative experience
Now TV never go the extra mile for a customer
Now TV will provide a 3mbps service and charge you full price for it
Now TV will bill you incorrectly so you have to ring & adjust it every month

AVOID at all costs

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

AVOID! The broadband is slow, the router is hopeless compared to the previous BT5 and customer service is slow and just fobs you off. A poor product and whilst BT wasn’t fantastic it was way better than NOW. A bad move!

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  2 stars
• Reliability
  2 stars

Steer clear!!
Disgusted with the level of customer service from NowBroadband, I signed up at the beginning of May and had a 3 week initial wait for installation, it’s a busy time with everything going on so that’s fine, the technician never turned up. After ringing I was told the technician may have activated the line from off site and should plug in the broadband box and wait until midnight for the internet to kick in. No such luck.
The day after I rang up to be told there was a delay on the line and someone would be in touch in 3 days to sort it, nothing.
I rung up agin on June 1st to be told there was a minimum of 3 weeks AGAIN before a technician could come out on the 21st June and that the initial activation was not carried out because the technician could not gain access to my property which was a load of tosh and an easy way out for the provider. I had stayed in all day and live on a main road, very easily accessible if he had actually showed up, which he did not. Terrible service and no contact from them when they said they would call and fix the problem. I cancelled the order on June 1st because a 2 month wait to get broadband is ridiculous. Stay clear, not at all worth the hassle and after all the messing around I am still without broadband, go elsewhere and save yourself the time and hassle of dealing with NowBroadband!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

absolute and utter garbage. I had to dismantle my telephone socket for the connection to be made, fitted it yesterday ,todauY I find that the phone calls are being screened, i.e. press 1 to tallk to the person calling. Called the help centre, they are as bad as SKY to get to talk to someone,they then left me on hold, and then cut me off, phoned again, "we can,t do anything" what a complete and uttershambles, no wonder they are so cheap

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

12 months after using NowTV broadband I will leave my honest review. After being with sky for 12 months I started looking at deals, cheaper the better. Its only 2 of us in a house so I'm not that bothered about speed. But after using it for a full year, how mistaken was I? The offer was brilliant, £18 a month, free land-line calls and 3 months of NOW TV for free. (used it to watch all GAME OF THRONES). It was a slow burn however as everything was sluggish, like a car losing power and needing a boost everytime to start. The speed is very very slow. Netflix, Internet browsing and general usage was terribly slow. Always freezing and could never get any help. I have now switched providers but I won't tell you who as I do not want to seem biased. Just saying they are fibre optic and it is really fast. Now the same deal is £33 a month!!!! LOL. Just to give you an idea of download speed, I tried downloading an update on PS4 which was 24gb,estimated time 24 hours. With my new fibre broadband, took 1 HR 20 mins.

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  2 stars
• Reliability
  2 stars

Overall NOW TVs approach to customer service is we have your money now suffer.
I should have known better as years ago I had used SKY and after 3 years left them when they displayed the same attitude. NOW TV seemed good idea for our holiday home.. result piss poor after sales service. Once they have you all they want is your money and more money.
My best advice AVOID

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Really bad customer service. Took almost two months to get me connected. They don't have a tech support line so getting issues resolved is a nightmare. Also, they will scam you out of any cashback from Quidco etc.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Literally the worst consumer experience I have had. 3 failed engineer appointments left us without broadband for 1 month, during lockdown! And all I was offered was £15 off my first bill.
Save yourself the hassle and don't bother.

Michael

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Probably the worst experience I've had with an internet provider. I normally avoid cheap deals with bad reviews but took a gamble this time, I wish I hadnt. We have had poor service since the start of contract and when contacting customer service, they tell us that they are providing the minimum contract speeds so nothng they can do, even if we are not receiving those speeds. My partner and I both need internet for home working currently, but we cannot both access at the same time. This has caused all sorts of problems for viedo conferencing, but NowTV are not inerested and when contacted, they again said its not their problem. Avoid at all costs!!!

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

after a bereavement I changed to your broadband. Your people were so caring & helpful. After a glitch installing it by only a couple of days all done really well. Just heard I will receive £75. for the delay. Such a surprise .how can anyone complain about your service. Not me so far.

• Satisfaction
  5 stars
• Customer Service
  5 stars

I saw the negative reviews on this site but decided to go ahead anyway!

So far, I'm glad I did. The Customer Service team in Belfast answers the phone quickly and is very helpful (a breath of fresh air compared with Virgin Media, my previous supplier).

Luke, the BT Openreach installer arrived 15 minutes early and got things going, despite it being a horrible cabling job in my building.

And so far, a week on, I'm getting the 37mb/sec broadband speed advertised, even at peak time, and with no outages. I couldn't be happier and even better, I'm on a 30 day contract so not locked in.

Of course, it's early days, but I've quite a bit of confidence in Now stepping up if things did go pear-shaped. I think any supplier will have horror stories where things sometimes go wrong, but again, they're so much better than the dreaded Virgin lot when it comes to quality service.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

stay clear. They are appalling.
Try the call centre number and go through as though you want to move....
Call us 0330 041 2480
You'll wait forever.
you've been warned

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The worst service . Always disconnecting and never sole the problem. Customer service lie to you just to hang up the phone . Treat customer as rubbish . Don’t recommend this broadband . Really mistake and my advice not to go with them . You will find stranger responses from call center

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The worst broadband ive ever had. Rang them and they said the problem was the box. They sent out a new box. Now this box is causing more problems than the first. They have no clue what they’re talking about. Switching tomorrow. Pathetic LITTLE company.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Transferred from Talk Talk everything ok speed 37 instead of 1.5 so good but when I looked at phone they had given me a new number?I ticked on online form that I wanted to keep my number that I have had for 35 years as at the moment my disabled in-laws have social care and if there is a problem we are first call so I will have to try and inform everybody my new number!!!! Now say I ticked box to say I did not want my number? Does anybody know how to get my number back as it is causing a lot of stress.

• Satisfaction
  1 star
• Customer Service
  4 stars
• Speed
  5 stars
• Reliability
  5 stars

I would not recommend to my worst enemy. I switched to NOW TV from Sky due to them offering rolling contract while allowing me to upgrade my speed to 38Mbts. Initial set-up was easy and worked fine but I only got my old 10Mb speed. When the faster speed was switched on it complete cease to work. After 12 days and several OpenReach engineer visits I gave up and cancelled and set up with Relish.
NOW TV was never able to tell what the problem was or provide me with a plan for getting it to work. The only thing they would offer was to send another OpenReach engineer which would then take 3-5 days. Speaking to the OpenReach engineers, I am pretty certain that it is not technically possible for me to get the 38 Mbts...
Only positive thing is that their customer service has very short waiting times...so at least you will not have to wait long to speak to someone who cannot help you

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Just renewed with NOW Broadband. Price increased after initial 12 month contract. Before switching asked for better deal. Offered one less than my orig deal for same service.

Customer service was superb. Little bit of a wait after initial security check but it was sat afternoon. Pleasant, knowledgable... just superb. Top class.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Now Broadband have a UK based call centre and without any hesitation it is the worst possible customer care I have ever received!
I perception is the staff must receive about an hours training before reeking havoc on the public.
I ordered my Broadband on 28th September and after many many cockups and untruths from Now looks like it maybe the middle of November.
No-one reads the engineers reports so nothing is acted upon, it is totally reliant on you to call before they will do anything.
You can speak to 3 different staff and you will receive 3 different conclusions. In fact the only thing they all manage to do is keep adding on delay times, then quoting some procedure.
They openly criticize other departments within NOW, the managers need to learn to speak to people on the phone as so far I am waiting for callbacks from several and its been over a week.
If I could get out of this and go with someone else without causing further delay I would.
I strongly recommend paying 2 or 3 pounds more a month with some of the other providers as 5hrs of phone calls is not worth it.
AVOID AT ALL COSTS

After being a Sky customer for 10 years I swapped to NowTV when I moved as they were unable to fit a Sky dish, it seemed sensible to switch BB at the same time... how wrong was I.

In 4 months I have made 10 calls to them all of which resulted in different responses and troubleshooting precedes (one involved me moving furniture and unscrewing sockets) I have had an engineer out twice and I STILL so not get sufficient speed to watch catch-up TV. They have admitted that there is an issue that they can't resolve but are refusing to allow me to terminate my contract early!

I will keep on trying but wouldn't want anyone to make the same mistake that I have!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star