699 Customer Reviews over 18 pages
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- Location
- BASILDON
- Reviewing
- NOW Broadband
- Date
- 2023-08-13
- Comments
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Worst ever experience. Ordered broadband on 26 July 2023. All went well. NOW took £5 from me for the service to begin on 10th August. Nothing more was heard and router did not arrive. Tried contacting NOW on 8th August, but after hours on the phone could not get through. On checking my online account, I noticed that the contact had been cancelled. I had not cancelled it. Tried the phone again on 9th August and after about 30 minutes got through. The agent confirmed that my contact had been cancelled for some unknown reason. The agent could not explain the reasons. But I had not been told and money had been taken. This is diabolical incompetence and negligence. I will never buy broadband from this vendor.
- Location
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- Location
- Basingstoke
- Reviewing
- NOW Broadband
- Date
- 2021-08-21
- Comments
-
I joined 1st July & am still waiting. I had 9 Open Reach engineers who kept coming to install inside, but there was a connection error so needed a dig outside to make my line Live. Plus 1st engineer signed the job as 'Done' hence my phone stopped and I was charged for 1st month though I not only had Nothing at all but they also lost the phone number I've had 50yrs! The NOW team told me "if you leave & rejoin we can change the Open Reach order" ... They lied! I left but they wouldnt let me rejoin due to 'Not having a live line'"?!! Talk about catch 22...You can't talk to Open Reach direct... You have to go via your provider... But I don't have a provider anymore!! Lack of communication with Open Reach and easiest way of getting rid of problem was by telling me to leave. I have had the fix outside but there is now another fault lower down the street but that won't get fixed cos I don't have a provider. No provider will take me on as "I don't have a Live line" I want to scream now. Both NOW & Open Reach are to blame... Ombudsman here I come!! Newspapers too!!
- Location
-
- Location
- Basingstoke
- Reviewing
- NOW Broadband
- Date
- 2020-01-27
- Location
-
- Location
- Basingstoke
- Reviewing
- NOW Broadband
- Date
- 2020-03-08
- Comments
-
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
- Location
-
- Location
- Bath
- Reviewing
- NOW Broadband
- Date
- 2022-05-24
- Comments
-
Ever since moving into my house I've had intermittent connection issues. The process of diagnosing them with Now has been exceptionally painful. They make it as difficult as possible to reach the customer service and technical teams, and so far (11 months) the issue has not been resolved.
Now has consistently been difficult and are uninterested in finding the problem, even going so far as to say full internet dropouts are cause by too many connected devices. Surely a modern router can handle a few phones, two desktops and a few laptops? Either way, the issue still persists when just a single pc is connected via ethernet cable.
I take every opportunity to convince friends and family to avoid their service, but for most of my neighbours who also use Now don't need much convincing.
- Location
-
- Location
- Bath
- Reviewing
- NOW Broadband
- Date
- 2019-08-03
- Comments
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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.
- Location
-
- Location
- Bath
- Reviewing
- NOW Broadband
- Date
- 2024-04-03
- Comments
-
At last with Plusnet. Funny that Now said the upload speed was excellent, it must be me… there is nothing they can do… I was instructed to raise the router/ take it away from the radiator/ get nearer to it.. etc etc . For 4 months I have paid for a service that did not work although Now couldn’t do anything. They closed the line so it’s taken a while to change to Plusnet but it is lightening quick. Amazing instant change!!!
- Location
-
- Location
- Bedfordshire
- Reviewing
- NOW Broadband
- Date
- 2023-08-28
- Comments
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Avoid at all cost, service is ok just like all the others, but cost increase is a joke, joined at £22, in the six months since it's gone up to £28, that's more than 25%, how is that allowed, what a con
- Location
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- Location
- Belfast
- Reviewing
- NOW Broadband
- Date
- 2021-09-22
- Comments
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Avoid this company at all costs. Had nothing but issues between a 4 week delay getting the box activated due to constant faults on their side, terrible customer service, no offer of compensation, and now stuck in a contract with them that we can't get out of. Forgot to change our appointment time after saying it was changed, showed up 2 hours late, didn't come with the right equipment so had to delay, didn't contact us to tell us when they were coming back, refuse to give us an actual appointment time or consider the fact people have to work during the day and can't wait about for 6 hours, absolute disgrace and will be suggestive everyone avoid this broadband.
- Location
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- Location
- Belfast
- Reviewing
- NOW Broadband
- Date
- 2020-09-01
- Comments
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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.
- Location
-
- Location
- Berkshire
- Reviewing
- NOW Broadband
- Date
- 2022-01-03
- Comments
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I was a returning customer to Now Broadband having previously not had an issue with them, however if you're a returning customer they cannot link your email address to your account as your email address will be linked to the original no longer active account. I have never experienced this problem at any other company.
I pointed out that it is illegal to take payment from anyone without first providing an invoice, but this doesn't seem to bother them in the slightest and their only solution is for me to create a new email address just for them. I don't see why I should inconvenience myself to help them not to break the law. They just shouldn't break the law.
Anyway, whilst that argument has been ongoing for 10 months, last week my Internet became intermittent over a 2 day period... 2 green lights, middle light flashing orange. Advice online suggests this is a fault with the line, but when I rang I spoke with the most unpleasant customer service agent whom suggested the plan I had was only strong enough to connect one mobile phone and wasn't enough to stream TV on. I had used the Internet for just that for over 2 years without incident so I a) don't see why it would suddenly cause a fault and b) cannot believe any Internet provider has a plan only strong enough for a single mobile phone and nothing else.
The customer service agent was so horrifically rude to me that I actually believe Now Broadband cut me off to get rid of me.
I now understand why they are in no hurry to solve the email linkage issue - its because returning customers is a myth for this company. Nobody goes back. Definitely nobody should.
- Location
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- Location
- Biddulph
- Reviewing
- NOW Broadband
- Date
- 2019-07-27
- Comments
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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
- Location
-
- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2019-09-30
- Comments
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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.
- Location
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- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2020-09-14
- Comments
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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.
- Location
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- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2021-12-09
- Comments
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Why did I not find this site before? Changed to Now received the hub and was told services would start on 15/11. No joy so called them on 16/11 and they arranged Openreach for 17/11. OR guy came parked outside nextdoor No 11, ours is No 9. Called him and he said the order was for No 11 but had our name on the order. He came in checked it all then back to van and called his office, back again and said he would change plate then go to green box to do connections. Got it all working then guy from No 11 came round and said to OR guy that his line had been dead since Sunday the same as ours. Guy called his office checked line the days there was nothing he could do at that time. BT said No 11 would have to sign for another 24 mth contact? On 20/11 I got an email from Now saying I had asked for the contract to be cancelled as we were moving out, three days after the set up? Told them no I did not want to cancel they said they would sort it. I called Now on 02/12 about the crackling on the phone to be told I read being cut off as another provider wanted the line, obviously BT for No 11. NOW have stated it is their fault as they sent the OR guy to the wrong house which then must mean that OR connected two lines on the 14/11. Chasing round since 02/12 and totally useless. NOW and BT have said that our number of 40 years has gone, rubbish but too long a story, and idiot at NOW said that our number has always been registered at No 11?? So we have been paying their bills for 40 years, don't think so. I blame NOW for getting the house number wrong and Openreach for disconnecting two lines instead of one. Nobody is accepting blame except for NOW in a fashion as they have stated no compensation and will only charge me for the 14 days I was live!! Well aren't they stars looks like small claims court. Any advice gratefully welcomed.
- Location
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- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2021-08-17
- Comments
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Terrible service. After 6 weeks we still haven't got broadband even though open reach had the line connected straight away. I've spoken to numerous people on the phone and it was only the last person I spoke to who spotted the problem. I can only assume the other are either badly trained or just incompetent. I cancelled and have now signed up with Virgin. Absolute waste of time, wouldn't go near them as a broadband provider
- Location
-
- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2018-01-03
- Comments
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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
- Location
-
- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2021-10-09
- Comments
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Presumably as NOW Broadband is actually SKY in disguise - trying to solve any problems or cancel the service is utterly impossible.
Like Sky I have wasted hours on chat and telephone only to be frustrated by robots - these being actual living customer service agents who repeatedly ask you questions they know you cannot answer before telling you that they cannot help you.
The only reason I found out just how bad their customer service is - is by daring to ask how much I was actually paying for the service out of contract. They refused to even tell me where or how to find this out.
When I eventually found out by other means and told them to cancel, they refused to accept that instruction by phone or e-mail.
When I cancelled the recurring payment from my Debit Card - they actually managed to reinstate it; effectively stealing money from me.
Incredible - I'm astounded beyond words.
- Location
-
- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2019-10-08
- Comments
-
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!
- Location
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- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2022-08-11
- Comments
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Only works in the room the router is in. I need to tether from my phone when I'm in a different room. We don't do any big downloads, just normal stuff. Now we're at the end of our contract we're moving to a different supplier. Do your homework on their broadband speed before signing up. We had virgin before which was expensive but worked, this is cheaper but only works in one room. So, you get what you pay for a guess, it's just that most people need their broadband to work through their property...
- Location
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- Location
- Blackburn
- Reviewing
- NOW Broadband
- Date
- 2020-06-01
- Comments
-
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!
- Location
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- Location
- Blackburn
- Reviewing
- NOW Broadband
- Date
- 2024-02-21
- Comments
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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
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- Location
- Blackpool
- Reviewing
- NOW Broadband
- Date
- 2020-07-14
- Comments
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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
- Location
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- Location
- Blackpool
- Reviewing
- NOW Broadband
- Date
- 2021-07-27
- Comments
-
Absolutely awful been waiting for broadband for two months and I’ve had several issues with open reach engineer which always comes down to bad communication from nowtv side! Avoid at all costs it isn’t worth it. Pay a bit more and go for someone reputable
- Location
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- Location
- Bognor Regis
- Reviewing
- NOW Broadband
- Date
- 2021-05-23
- Comments
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not reliable at all, goes off for no reason, speeds are not even close to advertised(even when using ethernet), the router they provide has terrible range
- Location
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- Location
- Bournemouth
- Reviewing
- NOW Broadband
- Date
- 2023-08-18
- Comments
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Rubbish service broadband always drops out very slow. At the end of contract they double the price hoping you don’t notice and then make it a mission to cancel.
Would never use them again
- Location
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- Location
- Bournemouth
- Reviewing
- NOW Broadband
- Date
- 2023-04-03
- Comments
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DO NOT USE.
Absolutely terrible service and customer service. Ongoing issues for months, NOW TV take no responsibility and just make up excuses.
- Location
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- Location
- Bournemouth
- Reviewing
- NOW Broadband
- Date
- 2024-03-06
- Comments
-
Broadband is crap! Do not buy!
I’ve called 20times regarding my speed and keep being told it’s at the levels expected despite my own speed tests being way under. I can’t have a teams call and upload or download at the same time and god forbid I want to watch a film on Netflix!! Customer services tell me there is nothing wrong so I can’t get out of my contract and if I want to leave early I have to pay off the entire contract plus a cancellation fee!! Disgusting service
- Location
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- Location
- Bow
- Reviewing
- NOW Broadband
- Date
- 2023-07-03
- Comments
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Utterly terrible. Promised a minimum speed of 47mbps, but most of our small apartment gets a maximum of 4mbps.
Customer service useless and making us jump through all sorts of tests and hoops rather than take responsibility. Cannot recommend them any less.
- Location
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- Location
- Brackley
- Reviewing
- NOW Broadband
- Date
- 2023-07-01
- Comments
-
Woeful. Awful. Worst decision to move to Now. Terrible router makes the whole thing unbearable. Stand at the router you’ll get fast download - move two metres away or try and connect multiple devices and you’re wasting your time. Apple devices - forget it. Just terrible. As others have said - polite but disempowered customer service staff who can’t help. Avoid at all costs
- Location
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- Location
- Bradford
- Reviewing
- NOW Broadband
- Date
- 2020-04-17
- Comments
-
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.
- Location
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- Location
- Bridgend
- Reviewing
- NOW Broadband
- Date
- 2022-12-09
- Comments
-
Even not suitable to give one star as well. This is a bad connection every 3 hours connection lose
- Location
-
- Location
- Bridgnorth
- Reviewing
- NOW Broadband
- Date
- 2018-01-27
- Comments
-
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
- Location
-
- Location
- Brightlingsea
- Reviewing
- NOW Broadband
- Date
- 2023-12-05
- Comments
-
Terrible Speed. Terrible customer service. I was given instructions to try and test several channels on my router which would take over 3 hours to complete. Can't do this though because the site won't recognise my login details. Awful company . AVOID!
- Location
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- Location
- Brighton
- Reviewing
- NOW Broadband
- Date
- 2023-10-24
- Comments
-
Very poor experience, they were supposed to connect me but unable due to no BT line, still activated account and have been charging me for a service I physically cannot use and are refusing to reimburse money taken for same. Will be contacting CISAS seeking satisfaction if they don't sort it out.
- Location
-
- Location
- Brighton
- Reviewing
- NOW Broadband
- Date
- 2024-03-15
- Comments
-
I have for a whole month tried logging into my NOW account to cancel and every single time it says that the log in is not working at this moment. I have tried contacting them which also has not worked. This is an extremely unreliable company. Do not recommend.
- Location
-
- Location
- Bristol
- Reviewing
- NOW Broadband
- Date
- 2020-11-05
- Comments
-
Terrible service. Not worth saving pennies, go with talk talk. I chose this due to non-contract, as someone who moves house every 6 months. Not worth the £60+ installation. Engineer date delayed by one week. Then, delayed activation by 3 weeks, cannot contact relevant teams directly have to wait for a call back by 'tier 2'. Waited three weeks, received no phone calls. Received a text saying to call back generic NowTV number as they tried to contact me but couldnt get through. Was informed my order was cancelled. They cannot confirm why, they presume it was previous tenant. I think It was Now TV. Generally customer service is diabolical and have zero information. I was told I'd have to re-order, if you look at timeline you'll imagine that's another 4 weeks, while having to work from home :) Don't do it
- Location
-
- Location
- Bristol
- Reviewing
- NOW Broadband
- Date
- 2018-09-13
- Comments
-
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.
- Location
-
- Location
- Bristol
- Reviewing
- NOW Broadband
- Date
- 2020-07-22
- Comments
-
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
- Location
-
- Location
- Bristol
- Reviewing
- NOW Broadband
- Date
- 2023-06-02
- Comments
-
Worst wifi I have ever had. Consider it a miracle when it doesn't break more than twice a day. Today is a new record, over 15 times off and on. Zero consistency.
- 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.