699 Customer Reviews over 18 pages
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- Location
- Macclesfield
- Reviewing
- NOW Broadband
- Date
- 2020-04-16
- Comments
-
Hi there,
I signed up for the Now TV broadband package to go activate on Monday 30th March. Unfortunately it didnt go active. So I called to see as to why.
Tuesday 31st I was informed by a gentleman that my account querey will be pushed into 'teir 2' and I would be informed on Thursday 2nd April personally by himself.
I then called again on Tuesday to gain more information about what teir 2 actually is and also in the hope we may have received an update already. Unfortunately no update but a helpful amount of information.
I waited patiently till Thursday 2nd April as discussed. I received no phone call so called up myself and spoke to someone else who informed me that he will personally contact me on Sunday 5th to provide me an update.
Again, I waited patiently until Sunday. After receiving no form of contact by 4pm, I once again called myself. I spoke to a woman who informed me that we're unlikely to hear anything today due to a lot of openreach' branches being closed on Sunday, not to worry thats understandable. I was then infromed it will most likely be Monday 6th April and if theres any update then the relevent team will inform me.
Monday 6th I called again. I called with limited hope, expecting to hear the same old "im sorry" however upon speaking to the gentleman I was informed that they're looking to activate my wifi on 15th April. It also seemed like the gentleman was unsure as to why I havent been told about the date already, almost as if to say, the lady on Sunday could've informed me of that date.
I left the phone call thinking 'Great!' Not becuase I've been given a date but because someone has finally given me some information.
To be honest, I was not best pleased with the date given. I've paitently waited for a week to be told you've got to sit staring at a wall for another 10 days. As I said to the gentleman, this is a bit of a piss take from my perspective. I was recommended to Now TV from a friend who complimented the set-up speed, communication skills and wifi speed. All have been way below par!
Wednesday 15th rolled around, I called first thing to confirm its going live. I was informed that the teir 2 team still have intentions of going live today. As they close at 8pm I decided to call at 7:30 pm and I spoke to another gentleman. The gentleman was amazing! He was honest and considerate of the situation. He apologized on behalf of the complaints team and the teir 2 team. Even though he had nothing to do with either team he was full of useful information. He advised its unlikey to go live on 15th and to sign up for virgin media, then depending on which company can make my wifi go live first to then cancel the other. So I did. He informed me for the first time that all openreach comms lines have been closed since 20th. Why was i not told all this on 31st? I dont know.
From my perspective, the wifi not going active is not specifically anyone's fault. I understand that given the times that we're in, everyone is understaffed and you have to prioritize others. However... this is completely unacceptable, no comms from Now TV, all from me. Over 300 minutes of my time chasing for information.
Between 30th and 6th I have used all the data on my 4G plan, as had my flat mate. My flat mate was meant to be working from home since Tuesday 31st. As he has been unable to, he has been forced to take some holidays and some unpaid leave. After telling Now TV about that, they decided to do sweet nothing about it. Following all this i dont believe that teir 2 is actually a team but uf they are, they need to pick up the phone and be clear with the customer to stop them getting irate.
I'd like to say, all the staff i have spoken to have been extremely polite and friendly. And after each phone call I clarified that I was not having a go at the individual I was just venting at them. The last gentleman I spoke last actually thanked me for being polite to the staff even though i was angry.
Many Thanks
Harry Moss
- Location
-
- Location
- Midlands
- Reviewing
- NOW Broadband
- Date
- 2023-06-07
- Comments
-
Theives and liars. I don't believe for a second that this is an award winning service. Genuinely shocking customer service. I'm disabled and trapped at home and for that reason rely heavily on having internet. The day I was supposed to go live nothing happened. It was also the day my partner started an online college course which he ended up not being able to attend. I phoned up to try and see if there was anything Now Broadband could do to help, as when I signed up I explained my disability & how much I relied on the internet and they had assured me I would be connected smoothly.
I called them and was told that they had known three days earlier I wouldn't be connected on time but no one bothered to contact me. They said they would pass me to another department who may be able to help. I was spoken to like dirt by the member of staff I was passed to, who kept raising her voice at me despite me remaining calm. She said it was my own fault for not getting 'business broadband'? and kept telling me I needed to just deal with it. I was genuinely taken back by the way she was speaking to me, it's almost like she was taking my internet issue as a personal insult and became very aggravated and standoffish. I explained to her that I was worried because I am disabled I am dependent on having internet to be able to work etc and she started mocking me with her tone. I told her I was taken back by her unpleasant tone and asked to speak to a different advisor and she left the phone off the hook for a few minutes and then put the phone down on me, it was clearly a funny joke to her. I called back and was passed around in circles trying to find a solution and kept having more and more days added to how long I would have to wait to be connected. Inbetween all of this I looked Into lodging a complaint with Ofcom who suggested I ask them for a deadlock letter which would state that there was nothing more that they could do- they couldn't even provide me with this within the month!
Eventually I spoke to a lady who was much more understanding and told me that I wouldn't have my money taken or the contract started until I went live so not to worry- this was a relief. However the next day the money was gone from my account and I still had no internet! I phoned up to ask why they had taken my money without providing a service, when they had promised not to, and they couldn't give me a straight answer, I was told it would be another week until I was connected. At this point I was mentally exhausted with it and said I wanted to cancel and I wanted my money returned asap so that I can buy an unlimited SIM to hotspot from. They said I had to wait a week to cancel and up to four weeks for a refund! I can't even do a bank dispute because they have the charge as pending. I am absolutely disgusted. I now have no Internet for the foreseeable so I can't work, can't go to college, I have limited mobility so there really is nothing that I can do other than sit here and wait for them to resolve this and refund me. I can't even sign up to a new provider until they sort their mess out and give me the money they are holding back. Horrendous. I wouldn't recommend this company to my worst enemy.
- Location
-
- Location
- Kirkcaldy, Scotland
- Reviewing
- NOW Broadband
- Date
- 2023-08-22
- Comments
-
I signed up for now broadband band around 1/8/23 and it went thru fine , I got a message on 7/8/23 saying my order has been delayed and they will update me on 11/8/23 which I received the same delayed message and they would update me on 15/8/23 on 15/8/23 I received the same delayed message and they will update me on 21/8/23 well the 21st came and went and no update ! Absolute bloody joke! I’ve even paid the activation fee by now I’m peed off and gonna go with someone else
- Location
-
- Location
- Sale
- Reviewing
- NOW Broadband
- Date
- 2023-10-26
- Comments
-
Absolute shocking service how can they call themselves a broadband company speed always slow keeps buffering constantly if could get away from them then we would
- Location
-
- Location
- Keighley
- Reviewing
- NOW Broadband
- Date
- 2020-08-03
- Comments
-
literally don't understand how now tv have the cheek to charge you for this. My old dial up Internet was quicker and more consistent than this. Absolute load of **** don't waste your money or time as that's all you'll do waiting for something to download.
- Location
-
- Location
- Buxton
- Reviewing
- NOW Broadband
- Date
- 2023-10-27
- Comments
-
Bad! Terrible! Not fit for purpose!
Not only is their broadband laggy and drops connection several times a day, almost all the time in a gaming session. The reach of the router is terrible! And as if all that wasn't bad enough, they take money from your account without hesitation, sometimes up to 3 times within a 30 day period! And if they take a payment complete off their payment schedule , and you don't have funds to cover it, they soon threaten to cut you off!
Definitely the worst isp I have ever had the misfortune of signing up to!
I'm currently trying to leave Now, I have been for the past 6 weeks, all the while they won't relinquish my landline to the next isp! Never have I ever had any issues swapping before, even the customer service rep at the next isp have said this is a regular occurrence with Now, my guess is trying to bleed customers for as much as they can! My advice would be to absolutely avoid this company, they're cheap for a reason! Worst company ever! Worse that Three!!!!
Trading Stanards & Financial ombudsman here I come!
- Location
-
- Location
- ALTON
- Reviewing
- NOW Broadband
- Date
- 2024-02-09
- Comments
-
Very quick to take a payment but when it comes to actually getting it activated I am left waiting. No feedback, just told to wait another 24 to 48 hours after the due date.
Working form home without broadband is causing endless hassles. Should have gone elsewhere.
- Location
-
- Location
- London W13
- Reviewing
- NOW Broadband
- Date
- 2020-10-02
- Comments
-
Creeps along at the speed of sludge when connected, which it very often isn't
- Location
-
- Location
- Paddington
- Reviewing
- NOW Broadband
- Date
- 2020-03-27
- Comments
-
Awful service. Promised callbacks after two cancelations (due to their incorrect filling in of address) never followed through. I was left waiting, paid for delivery twice only to be cancelled, and told the following day that the broadband speed offer was never even available for my area. Ridiculous!
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2019-04-22
- Comments
-
I signed up NOW TV Broadband for £18 pm with 6months entertainment pass, but they took my payment card I asked them I don’t want to put in auto renew so why you holding my card details they didn’t remove my card detail
Then I had a look at this page as disastrous experiences with them so I decided to cancel , I called them but they never pickup the phone even after 55 mins so I hanged up I speak to their chat ppl they didn’t responded , so finally I had to contact my previous supplier and stop being taking me away by this ppl and they immediately stopped since I was under cooling off period
Now tv had to cancel
I’m happy I’m not with this NOW and never in future
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2024-01-16
- Comments
-
Awful. Speed comes and goes all the time. Speed often so low it is unusable. Very hard to contact customer services. Avoid them.
- Location
-
- Location
- Isle of Wight
- Reviewing
- NOW Broadband
- Date
- 2017-07-05
- Comments
-
The box did not work with ethernet cable or wifi
- Location
-
- Location
- Lancashire
- Reviewing
- NOW Broadband
- Date
- 2020-01-17
- Comments
-
Shocking wifi signal from the hub 2.sat in same room as router and the signal is poor. Go into another room and its loosing signal and not fit for purpose
- Location
-
- Location
- Ammanford
- Reviewing
- NOW Broadband
- Date
- 2023-10-27
- Comments
-
Had the broadband box sent tried all the connections . No joy.
Put on technical test . No joy.
Phone the number for customer service 1 for 40 plus minutes
2 for 45 minutes
3 for 22 minutes until it was closing time 8pm
lol
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2021-06-02
- Comments
-
Signed up for fibre. Due 30 April.not supplied. Phoned 10 times and no reason given . Kept closing complaint though not resolved. No service to date and no feedback. Utterly appalling service. Should be made to stop offering broadband as obviously incompetent
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2021-08-04
- Comments
-
Can’t get signal in next room 3 metres away.
Signal sometimes goes slow/ buffers, in same room as router. This is fibre broadband.
Customer service keep repeating it must be the ‘environment’! won’t accept it is the type of router. Even though I have explained over and over again, I have NEVER had this problem with other broadband services.
Totally dissatisfied
- Location
-
- Location
- Nottingham
- Reviewing
- NOW Broadband
- Date
- 2023-08-23
- Comments
-
Just left Now Broadband thankfully. Absolutely diabolical - don’t go anywhere near them. I’ve been with several providers, but I’ve never had broadband so slow which keeps disconnecting . Customer service absolutely terrible as well..
- Location
-
- Location
- lancaster
- Reviewing
- NOW Broadband
- Date
- 2020-09-08
- Comments
-
awful service, no broadband for 3 weeks, having to ring 5+ times for total non answers blaming openreach, was told every time someone would be in touch but nobody ever was, but hey, at least i was told i would be compensated right? wrong, when enquiring further about the compensation i was told i wouldnt be getting any and my account specifically was denied this, absolutely shockking especially with people working from home and having wifi is vital for this to work. and to top it all off theyve charged me 5.68 for calls i didnt make. do not go with this company, absolutel d***heads
- Location
-
- Location
- Hampshire
- Reviewing
- NOW Broadband
- Date
- 2021-02-18
- Comments
-
absolutely shocking - waiting 12 weeks and still no broadband. has been set up 3 times and then cancelled after 48 hours. no ownership in NowTV. avoid at all costs.......
- Location
-
- Location
- Paisley
- Reviewing
- NOW Broadband
- Date
- 2023-09-29
- Comments
-
Been with them a while its good value for money when it's working but once you have a problem it's game over. Over 2 weeks now with no service, had engineer out a week ago for 3 hours couldn't find any faults etc said its probably a problem on now tvs end... now tv said it was my router, told not would be here on the Monday, they never sent it and then bare faced lied to me said it got lost in the post,sent me one eventually and guess what.... Still doesn't work.. There now wanting to send another engineer when we all know the problem lies with them... Will not accept any responsibility whatsoever for the situation just keep asking to be patient.. a would defo avoid unless you want to waste about 50hours a week on the phone trying to get them to fix their problems. Joke of a company
- Location
-
- Location
- Lincoln
- Reviewing
- NOW Broadband
- Date
- 2022-05-11
- Comments
-
Absolutely the worst provider I have ever been with. Customer service is non existent, always blaming the customer for the glacial broadband speed. Never take responsibility for their poor service. Broadband works 5 minutes out of the day and that's about it. NEVER GO WITH NOW BROADBAND. It will be the worst mistake of your life
- Location
-
- Location
- Bury st edmunds
- Reviewing
- NOW Broadband
- Date
- 2019-05-25
- Comments
-
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
- Location
-
- Location
- Dundee
- Reviewing
- NOW Broadband
- Date
- 2023-02-28
- Comments
-
As others have said. Signed up to now broadband. Had an activation date. 2 days after activation date no router received. Checked website, broadband cancelled. No email to warn me. Crap
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2019-09-04
- Comments
-
Things that have gone wrong:
1. NowTV misdelivered my router, by spelling my name wrong.
2. Openreach engineer could not connect our house to the fibre cabinet on the first visit.
3.Open reach engineer did not escalate the issue to NowTV. Instead job was falsely marked as 'complete'.
4. Upon our followup with NowTV, they realise the job is not complete and aim to schedule an engineer within 3-5 days.
5. There has been no attempt to address the issue of the late connection or the false updates.
Where possible, go with a better supplier. My prior one is hyperoptic, and their service was fabulous.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2023-02-28
- Comments
-
I was with Now Tv for a couple of years. Not great connection but I was in contract. When I moved home they failed to take my service across, blaming Open Reach. I have 3 weeks notice before moving, Sky (who own now) was the previous tenant’s provider, yet here I am, 13 days later, still with no internet. Two people work from home and it’s absolutely impossible. All our mobile data is gone and we have to buy more. Desperately poor communication from Now TV but it takes 2 weeks for another provider to set us up. I was told by them today that if I swap I get no compensation (a laughable £5.25 a day). I am unable to convey here how poor Now TV’s service has been.
- Location
-
- Location
- Durham
- Reviewing
- NOW Broadband
- Date
- 2024-04-01
- Comments
-
Signed up for broadband in 2022 as it was a good offer online. This offer wasnt available in the end as id had to call them to confirm it and the agent put the offer through. I therefore asked them to cancel it within the cancellation which they failed to do. They sent the equipment out anyway but this wasnt received due to my household having COVID. They were aware of this and still didnt cancel. They have been told on more than one occasion they arent providing a service and to stop taking payment but again they didnt. The customer service is non existent, they are useless. I expected they had cancelled after my last correspondance but they didnt and I only realised when they sent me an email informing of price increases (feb 2024). Once again i have asked them to cancel and this time they have acted appropriately or at least say they have, but they are refusing to refund the money for the sercive they havent provided. They have offered a "gesture of good will" which is no where near the amount they have stolen from my account. The email received from the 'manager' was simply incoherent babbling with no meaning, substance or resolution. I will be taking this issue further and luckily the account they had is linked to my credit card and so i will raise a charge back and see if i can get the money back that way. If you are looking for broadband, Tv, or any service, do NOT touch Now!!
- Location
-
- Location
- Wales
- Reviewing
- NOW Broadband
- Date
- 2022-08-23
- Comments
-
I can't say anything about the speed of the service yet as they've yet to sort out the installation. They gave us predicted installation dates and have repeatedly missed them, giving new predicted dates at the very last minute. Trying to speak to customer services is a waste of time as they won't even acknowledge that there's a problem, have absolutely zero sympathy for the predicament they have put us in and apparently require 72 hours to escalate the case to a manager.
I wish I'd read the Trustpilot reviews before taking out the contract. I'd have paid more to not have to deal with these people.
- Location
-
- Location
- Devon
- Reviewing
- NOW Broadband
- Date
- 2023-09-30
- Comments
-
I have had Now Broadband in several properties. The switch on date never goes smoothly. Customer service is usually poor. Wouldn't recommend.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2021-08-24
- Comments
-
There is no 0 satisfactation. I can not choose to give 0 star. Really **** provider. After the activation date, I have no internet and I had an appointment with the Engineer, and the Engineer does not come. I wait at home for the whole day. **** company!
- Location
-
- Location
- Surrey
- Reviewing
- NOW Broadband
- Date
- 2024-03-03
- Comments
-
Cuts out constantly, worse broadband I’ve ever had with equally useless customer service. Initially attracted to the 12 months contract but wish I’d avoided now.
- Location
-
- Location
- durham
- Reviewing
- NOW Broadband
- Date
- 2018-08-17
- Comments
-
Signed up on line. The only confirmation was for me to claim for a voucher for now tv.I read the reviews then decided to cancel via chat. The page wouldn't go so far as to be able to send the message.My account details weren't recognised so couldn't log on. Couldn't find an email address finally read the conditions and found the number 03303323050.Cancelled I hope.What a fraught time finding out who to contact why make it so difficult.
- Location
-
- Location
- Fishlake S/Yorkshire
- Reviewing
- NOW Broadband
- Date
- 2019-11-16
- Comments
-
keep away from this crap provider, there is no way of contacting them when you have a problem, I have been flooded and have problems connecting to broadband and I have no phone, the only thing that came into contact with any water was the Open Reach box (another crap firm), can;t speak to anyone here either, on their information page it said contact your service provider and they will inform Openreach, so hack to square can't contact NowTv. it's time Ofcom got a grip on these companies who cannot be contacted by their paying customers.
- Location
-
- Location
- Carlisle
- Reviewing
- NOW Broadband
- Date
- 2021-11-17
- Comments
-
Ordered online well in advance of moving as I expected to need an engineers visit. The website told me everything was already connected and I didn't need a visit. On my activation day I plugged everything in and was receiving Internet with no issues.
Two weeks later I was cut off. I called and they explained to me that actually I did need an engineers visit and they had emailed me asking for me to provide some dates. I gave them some dates but an hour after this I got an email to say my service had been cancelled. I called again and they told me I was too late and the order had to be cancelled, but I couldn't reorder until the phone side of the order was cancelled. It took them another week to do this and I was told it would take at least another two weeks from then to get me setup again.
They blamed the whole thing on Openreach which to be fair I can understand that a big part of the fault lies with Openreach, however as a customer I don't have any dealing with Openreach and I was totally dependent on NOW broadband to notify me of the issue and that I needed to advise them of some dates I would be available to have it corrected. Somehow they felt that a single easily missed email was sufficient for this.
Dealing with the customer service centre was difficult. After 5 phone calls I requested to speak to a manager because nobody could explain to me what went wrong. I was promised a call back on 4 occasions and never received it. I eventually received a call about 2 weeks after requesting it.
I was initially somewhat understanding of the issue and I was going to reorder with them as I simply wanted my Internet restored. However my experience was riddled with failures from NOW broadband and the confidence I had in them was lost.
I requested a full refund and this was paid.
- Location
-
- Location
- Blackburn
- Reviewing
- NOW Broadband
- Date
- 2024-02-21
- Comments
-
Underhand tactics to rip you off.
Receive an emails saying if you do nothing your bill will be 23.50 pm. Received a bill for 43 yet customer service have no interest what so ever in giving me my 20 back. Reporting them to financial ombudsman and ofcom
- Location
-
- Location
- Warrington
- Reviewing
- NOW Broadband
- Date
- 2021-01-14
- Comments
-
One of the worst decision I made to choose NOW Broadband.
I am a Key Worker for IT company and they made my days worst. very slow speed, poor customer service, now resolution till now. Don't go with their cheap pricing deals.
- Location
-
- Location
- Swindon
- Reviewing
- NOW Broadband
- Date
- 2021-07-21
- Comments
-
I had standard broadband and ordered an upgrade to fibre. The transfer date was postponed at least twice over a week or so, then on the final date I was told I would be transferred to Broadband, Now cut off my existing Broadband and didn't set up my fibre. I called to query and was told there was a fault on my line. However, they weren't sure why they cut off my broadband. Having googled this, it's sharp practice which they use to avoid paying Openreach for 2 open lines -even if they can't fulfil their contract. I've since made numerous calls and have been told the Openreach were instructed on Saturday..it's now Wednesday. Apparently, they may contact me today or tomorrow to tell me that it might take a further 2 or 3 days to get an engineer out. My wife and I work at home and rely on the internet. Nobody at Now will chase Openreach or have any idea what is happening. It's a complete joke and I think fraudulent behaviour.
- Location
-
- Location
- Worcester
- Reviewing
- NOW Broadband
- Date
- 2020-03-12
- Comments
-
Wouldn’t give you one star!
Have spent the last 2-3 weeks chancing my phone line from you. Joined because you gave us a good offer, nothing but issues since start date with two engineers out
Your router only has two Ethernet ports so had to purchase a splitter to be able to add my other lines! Then it reduced signal because of the splitter - engineer out said it’s the bad routers!
Signal no longer reaches My ring doorbell but did with talk talk on same speed!
My phone line is now on a stop line because your company cannot get it right! Spent hours on the phone day in day out being promised it is now cancelled it is now sorted and given verbal apology but no offer of compensation and guess what! Still no phone line showing for another provider to take over! You are awful! DO NOT BE FOOLED they may offer the best price but ask yourself why! They are desperate for new customers but are poor signal poor quality and poor service! Still haven’t got my refund still haven’t got my phone line back!
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2020-03-08
- Comments
-
ABSOLUTELY DO NOT TOUCH THIS COMPANY WITH A BARGE POLE. Absolutely disgusting service. Had someone come out to install, they couldn't install, apparently lied to their company and nowTV wouldn't believe me that he couldn't install due to problems with the building and made me book a second day off to have another person come and install, just for them to tell me the same thing. 2 and a half months later I am STILL having to chase them for their apparent 'automatic compensation' for any delay. I have been told the wrong date 3 times now and I am at my wits end chasing these guys. Absolutely appalling. Not worth the hassle one bit. Will rip you off and take your money.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2021-04-21
- Comments
-
Literally can not play a single online game without disconnecting. Can not believe they charge people for this service. Asked for help to improve the WiFi got no help whatsoever and now I am say here having scrape pennies together to pay the contract off. Would rather **** in my own hands and clap before giving this company a second chance.
- Location
-
- Location
- Scottish borders
- Reviewing
- NOW Broadband
- Date
- 2022-10-23
- Comments
-
Bit of a shambles really. Signed up with them. They took the money then cancelled the contract. Said I already had internet. I don't. Called openreach, there was no issues with my line. Nice business model, take money then cancel. No refund.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.