NOW Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for NOW Broadband.

Recent Customer Ratings for NOW Broadband

  • Satisfaction
    1.8 stars
  • Customer Service
    2 stars
  • Speed
    2.1 stars
  • Reliability
    2.1 stars

Based on 274 customer ratings since 2023-04-13 (Show all time ratings)

Visit NOW Broadband   Read our NOW Broadband buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

693 Customer Reviews over 18 pages

  • Reviewer
    Location
    Chelmsford
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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!
  • Reviewer
    Location
    Harrogate
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs. Used to be really good when the CS team were in Ireland & had authority to change things. Now, it's all scripted from somewhere abroad and the CS (I use that term VERY lightly can only go through the pre-defined motions of the script provided. A lot of dropouts of the service, almost daily although when it worked, the speeds were as advertised but the frequency of this happening has reduced drastically. The router provided has an appalling range and very difficult to get the settings from to move to another type.
    The final straw however is the intentionally deceitful wording on the email they send when the contract has around a month to run... I followed the instructions as copied & pasted below:
    "Do nothing and continue with your existing membership for £23.49 a month. Or Pick from one of the packages available to you below".

    I did nothing and then received saw that NOW had charged me £46.50. Queried it and they said to check the very bottom of the email where buried is a small section saying you'll lose your discounts. Cynical, misrepresentation & just downright sneaky. No offer of a refund & the new offer I could have was worse than the offers available for existing customers. CS could not care that I was leaving & just said that i need to give 2 weeks notice if I did.
    Like others, I'll be forwarding the email onto the ombudsman for investigation.
    Don't do it, I stayed as long as I did as they were the only ones offering a monthly rolling contract, with that gone & them just being a "me too" now, definitely not worth putting up with the almost non existent CS, poor speeds, dropouts & almost not for purpose router. You have been warned! Not just by me but read below too...
  • Reviewer
    Location
    Hampshire
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would give them zero stars if I could.

    Appalling customer service, couldn’t care less what you think only interested in money huge mistake signing with them.

    I have lodged a formal complaint against them with the regulator.

    If you are thinking of using any of Now TV services, DONT.

    GO anywhere else then with them
  • Reviewer
    Location
    Dorset
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just the most terrible experience ever . I swapped from sky thinking that they are the same company what could possibly go wrong ? .. believe me I urge anybody to stay well clear . You cannot speak to anybody ... if by some miracle you do get through after hours and hours of being put on hold you speak to a northern Irish call centre who could not give two hoots if you have no phone or internet or both in my case . I cancelled . They still continued to debit my account . Believe me don’t sign up . You will regret it. Like I do ... big time
  • Reviewer
    Location
    Gloucester
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid NOW Broadband.
    They overcharge, do not preserve your existing phone number, are late in making connections, and then do not honour 'compensation' they offer for their mistakes.

    My father is 92.
    He wanted to change to NOW broadband to save a little money.

    They failed to process the order in January.
    In February they started a transfer, this was to be made on 11 March.
    They did not request a working line transfer until 14 March. 3 days late.
    So the phone went dead.

    Because they were late the telephone number was put into quarantine.
    So a 92 year old is expected to change all his contacts at the hospital, doctor, bank, credit card etc to suit NOW.
    Openreach and OfCOM say the number is preserved and available, but the current provider has to sort it out, instruct (and pay for) a 'manual' transfer.

    After a month, and many calls by mobile, they actually got the connection working.

    Their supervisor in Londonderry, offered 3 months free of charge as compensation.
    What they actually did was take £33 a month instead of £18 every month.

    When he complained about overcharging they deducted £15 from his bill, then said he was in arrears, and disconnected his broadband.

    NOW never reply to any emails.
    The CEO Marina Storti appears to not exist.
    In short, they are a shower of s***.
    Avoid at all costs.
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    4 weeks after I purchased the broadband package it has still not been installed. 4 phonecalls to NOW Broadband - the rudest customer service agents you will ever have the pleasure of speaking to. If they promise you a call back from a manager, they are lying. Complaints are not recorded correctly, if at all. The call will never come. Cancel your service if you haven't done so already, request your compensation and get out quick! What a shambles!
  • Reviewer
    Location
    Birmingham
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Richardson
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband experience all round.

    I went with now TV as the broadband package was the best deal at the time for a respectable speed of 35mbs.

    Wi-fi has been intermittent and cuts out randomly crashing computer games and leaving tv shows buffering over the last 9 months. It cannot handle more than one device at a time.

    Upon calling NowTV for technical support they said everything was fine with my network and told me to run a diagnostics test on their website but they did not know how I could navigate to it!

    Upon asking about cancellation they said I would incur a cancellation fee of £30.

    I've had internet with many providers and this has been by far the worst.
  • Reviewer
    Location
    Altrincham
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT USE THIS COMPANY.
    I signed up to Now Broadband after seeing them on a comparison site. I wish I hadn't.
    I waited weeks for the broadband to be set up, and was then told an engineer needed to come out. First, the engineer turned up unannounced and didn't have the right ladder to set us up. The day after, another four engineers arrived and got us sorted.
    The internet was good for four days, until it was cut off. When I rang them, it turned out our order hadn't been placed properly, and I was told it would be sorted within 24 hours.
    I rang back a day later, and was told actually the whole order needed to be re placed, which would take a week (even though it worked fine one day before).
    This was supposed to happen on 27th July. When I phoned to confirm it today (26th), it turns out I'm now booked in for early August.
    So we're out of pocket, I'm spending half my life waiting for engineers or speaking with call centres, and still have no broadband to allow us to work from home.

    Shocking service, useless company, do not use.
  • Reviewer
    Location
    Little
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don’t have any broadband despite paying for it and it “starting” weeks ago and no response from customer service either
  • Reviewer
    Location
    Leeds
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer service experience of my life. 3 weeks and still no broadband even after notifying them weeks in advance. Was assured that we would receive compensation but now being told that we are not eligible because we have switched to other provider (after they told us to order and cancel on 4 separate occasions). Avoid like the plague.
  • Reviewer
    Location
    London
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worse company I have ever dealt with.

    BELIEVE ME, DON’T EVER CONSIDER THIS COMPANY.

    Finding the customer sevice number when needed is requires an assignment itself. And when you, you get some seriously bored staff that don’t give a toss about your problems with an atritude and rude. They have this sort of tone that gets you and develops into an arguement. That pissed me off and I regretted the moment I signed up. But when it comes down to payments, their systems never shuts down, and their is always people availble to make payments.

    When the net is slow, they don’t let you know. When the net is out, they don’t let yoy know. You are just unvalued.

    ABSOLUTEY HORRIBLE, I WISH YOU SHUT DOWN AND NEVER EXIST.
  • Reviewer
    Location
    Woking
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It is awful, only had the router 2 months before internet started dropping out, was told the router was not working so they sent s new one out. Had this one 2 - 3 months and it has started again. When I am upstairs in the bedroom I am lucky if I actually get 1 bar. Would change now but stuck in the 12 month contract.
  • Reviewer
    Location
    Brighton
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    Redditch
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have never left a review but feel compelled to on this occassion. Terrible Fibre Broadband coupled with equally terrible, rude customer service staff who could not give a damn about any issue you have. I regret the day I ever switched to this company.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Run a mile and don't bother. I haven't even managed to get my broadband connected and its been two weeks since the engineer came out. The customer service agents have no idea what they are doing and no one helps you. DO NOT USE THIS PROVIDER.
  • Reviewer
    Location
    Birmingham
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Devon
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worst company I have ever had the misfortune to associate with. I tried and failed for 6 weeks to get broadband with these people. My neighbours managed to get broadband with them though, unfortunately it was my broadband as they disconnected them and made their phone and WiFi drop out for a month. They failed to call me back regularly and their customer service was truly awful. Please don’t ever consider working with Now TV Broadband. They’re a subsidiary of Sky so they should be ok. They had one job and they simply couldn’t do it. Absolutely useless.
  • Reviewer
    Location
    London
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful, so slow it won't even open emails properly.
  • Reviewer
    Location
    Cambridge
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They suddenly raise the prices without notification or reasons. They are really bad at communicating. We have to call them every month for paying the fees because the website doesn't work even though we have a normal UK bank account. What a rubbish company!
  • Reviewer
    Location
    Colyton
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Two weeks after signing up with now broadband and 1 day before my connection was due to go live I called them to check everything was still going ahead. I was told the service wasn't available at my address despite being told that it was after entering my post code at the sign up stage. No attempt was made to contact me to tell me this and if I hadn't called them, i would have waited in for an engineer who was never going to arrive. I have still yet to hear from now broadband, i have not received an apology or an explanation. Certainly avoid as they obviously care very little for their customers.
  • Reviewer
    Location
    Newbut
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Router is absolutely not fir for purpose and broadband service is incredibly unreliable going down for seemingly no reason at least once a fortnight for hours at a time. Usually late at night when I'm trying to publish for my work. Customer service is non existent, incredibly hard to find any way to contact someone for support. Shockingly bad service through and through and yet as with most things were now stuck until our contract comes to an end. Cannot wait to go back to Vodafone...
  • Reviewer
    Location
    Stoke On Trent
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    In my experience Now broadband have been the worse out of talk talk, virgin, BT, I have gone back to Virgn. When you can't get WiFi outside your own house then this should say it all..
  • Reviewer
    Location
    Staffordshire
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible!!! Utterly appalling and not fit for purpose. I have lost count of the times I have complained over the phone and online.. they have now stopped responding to my emails as I have got to the point when I refuse to waist hours in the phone or following their frustrating procedure to switch broadcast channels on my hub then wait 24 hours to see if there is any improvement! I tried to point out that they are not fulfilling the terms of the contract have contacted Ofcom and have ended up just giving up as I simply don’t have the time to waste. Needless to say I can’t wait for our contract to end at the end of March. Having had endless issues from the very beginning!!! DONT WASTE YOUR MONEY!!
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Can't find a number to ring broadband keeps dropping out very unreliable and can't speak to them to report it such bad service
  • Reviewer
    Location
    Hawick
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Took 2 weeks for the broadband to go live. Does not work as there is a fault somewhere that needs to be investigated by 'the team'. This will take another 48 to 72 hours. If I want to be compensated for no service I need to contact them again. No phone number available on their Web support although it states you can only contact them by phone. Say need photos of the installation before can do anything which takes yet more time. Truly awful service and cheap for a reason. Will switch to someone else while I still can. Be warned...
  • Reviewer
    Location
    Walthamstow
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I never write bad reviews, but I'm absolutely forced to with this shoddy service

    Meant to install on a Thursday, engineer never turned up, called to complain then they rearranged later this week, never turned up again and customer services blamed me for this despite getting confirmation, and refused to do anything to help stating that open reach was an external service, which whilst is true to not care about a customers predicament when I explained I was in desperate need for wifi for work is extremely unprofessional.Immediately cancelled and once I switched to Vodafone things where sorted in the week. Avoid now broadband like the plague as they clearly don't value the customer
  • Reviewer
    Location
    leyland
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    shocking 11 times lost connection due to a router which would not be suitable in a dolls house even in the same room the signal his medium to poor left talk talk and no problems ,think its about time sky you issued the sky router to now tv customers has this his not fit foe purpose
  • Reviewer
    Location
    Peterborough
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely the worst fibre Broadband I’ve ever had, in the time I’ve been with them I’ve had 2 new rooters and 3 now tv boxes due to failures! With the broadband the only thing they love to repeat is “ we can’t control hiw reliable your network is when your wireless” then why have I never had this problem with any other services before then??? They then go on to say well how many devices are connected at once at Max only ever 3 mobiles and still it cuts out! I’ve even put in a WiFi repeater and even with that it looses the now broadband! Honestly please listen to this warning ⚠️ Do not go with NoW tv broadband!!!
  • Reviewer
    Location
    London
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Literally awful.

    My order was cancelled twice and I was simply sent texts on both occasions that I had to ring customer service. Expect to wait nearly an hour to speak to someone. Once you do they push back the date for another two weeks and can't even give you a reason as to why. Honestly the worst company let alone internet provider I have had the experience of dealing with.

    Perhaps the silver lining is that they showed how terrible they were before I was locked in for twelve months, but I would do everything to avoid this company.
  • Reviewer
    Location
    Plymouth
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Couldn't even get started. Coverage checker wouldn't recognise my phone number which I've had for 20 years. Contacted a rep on Twitter, showed them the screenshot, then they told me to phone them on a number which I had to pay for. If that's how they treat potential customers, it's a bad sign, so will avoid.
  • Reviewer
    Location
    London
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    don't bother going with NOW TV broadband, had the worst experience possible and awful customer service . We went for the fibre option at £27.50 which has now gone up, and they did not ever get around to connecting me even after waiting for 8 weeks!(in the middle of London) With missed appointments (and not being told about it), getting stuck in the system, an array of lies I was told to keep me in limbo. Customer service was awful, they would never follow through with anything or have any answers for me. It was 8 weeks of constant chasing for someone to tell me what was happening, and I would just get passed around in circles. The promised speed was well below their predicted of 60mbs, were gonna get 27mbs which wouldn't even stream a movie! Since then I've gone with Sky, such a better experience, they helped fix my openreach line within 48 hours of me flagging the issue to them. Id advise finding anyone else, the short 12 month contract and not even cheap rate anymore, isn't worth the stress.
  • Reviewer
    Location
    Doncaster
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with them for 4 months and at best may have had a month if I added up the time it actually works with out buffering or losing broadband altogether, phoned there customer service line who tried to tell me that a firestick will buffer no matter on what my Internet speed was. If I had known it was part of sky I would not have gone with them in the first place, wish I had found this review page first. I would avoid this company at all cost.
  • Reviewer
    Location
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you are interested to order Now broadband I wanted you 4ead this feedback please first before further action.
    One star is too much for them. 5he worst and awful customer service ever. We didn't receive our hob we should contact them 6 times they didn't even contact us to say our engineer appointment was cancelled. After about a month now that we are calling them I spoke to their manager (if you can call it manager because I doubt if that is a company) she said we can't update you and you should wait for another company to update us then we will update you.


    I can't believe what I heard after a month and me and my husband both working from home and she said your company that you are working for should support you and give you the tools that you need it is not our problem. I will definitely cancel my order but please don't go through whole this situation that we went.
  • Reviewer
    Location
    Oxfordshire
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unfortunately you can't leave zero stars for a rating which is a shame as this company is the WORST company I've ever had to deal with, paying nearly £30 a month for WiFi which won't even work in the room next door to the modem! Rude and unorganized staff who have prematurely cut off what terrible WiFi we have left since we notified them that we would be swapping providers! I would warn anyone to stay well clear of NOW TV for any services, save your money time and frustration as I wish I had done when attempting to deal with these fumbling fools!
  • Reviewer
    Location
    Birmingham
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Glasgow
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    NOW Broadband is cheap for a reason so I’d advise you to save you precious time and sanity and go elsewhere.

    Twice I have tried to sign up with NOW Broadband, but it would seem they don’t want any new business.

    The first time a few months back, I signed up with NOW for the first time. I received all the relevant letters and the router to my home address, first step went wonderfully. It then got seemingly complicated when receiving emails advising they had another address for us in the same street and could I confirm the correct address. I dutifully replied 3-4 times, telling them the correct address and outlined, they must have it as I had received the router to the correct address (having never vining any other address). Despite this and further emails from NOW asking for clarification, in spite of my replies, they cancelled the new set up without warning, leaving me with no broadband.

    A glutton for punishment and ever the optimist, I decided that lightning couldn’t strike twice in the same place and was drawn in to their price tag but wish I’d saved myself the bother. Everything seemed to go without a hitch initially, having been successfully transferred over to NOW for more than 2 weeks. However, alas! it was too good to be true, after our broadband was abruptly cut off and later that evening, waited nearly an hour to speak to someone to establish what had happened.

    They assured me they’d call us back the next day as they closed at 8pm. We did get a call back to say there was issues with ‘activating our broadband’, despite us using it over the past 2 weeks. However, the following day, whilst just arriving on holiday, I received an email to advise that my NOW broadband was cancelled as of immediate effect, with no desire to resolve this issue and retain my business, for a second time.

    I won’t be stupid enough to give them a 3rd try and have happily paid a further £4/month to secure broadband with Plusnet.

    If it seems to good to be true, if often is. So, if you’re considering jumping to NOW broadband, do yourself a favour and go elsewhere. They have THE WORST customer service ever, particularly when we were new customers. There is no desire to resolve any issues, with a preference to instead cut new customers off as they seemingly can’t be bothered establishing what’s went wrong. Absolute shambles of a ‘service’

    Also worth noting that it is near on impossible to obtain a telephone number to speak to someone, the web chat bot is dreadful and sends you in a constant loop without either helping or allowing you to call a number and speak to someone.

    Clearly under resourced and designed to offer minimal support when you need it. Avoid at all costs.
  • Reviewer
    Location
    Macclesfield
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
  • Reviewer
    Location
    Midlands
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    Kirkcaldy, Scotland
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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

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