286 Customer Reviews over 8 pages
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- Location
- Immingham
- Reviewing
- NOW Broadband
- Date
- 2020-05-30
- Comments
-
Honestly had dial up Internet faster and it cuts out all the time AVOID
- Location
-
- Location
- Hertfordshire
- Reviewing
- NOW Broadband
- Date
- 2020-05-26
- Comments
-
One problem with using the internet for so much is that it needs to have enough bandwidth for several things at once! So we decided it was time to upgrade the internet. We went onto a popular Meerkat-fronted comparison site and settled on NowTV Broadband. They set a date of 21st May for a switch over.
We realised that, in for a penny in for a pound, it would make sense to upgrade to their super fast broadband. So we called on 15th May, a week after signing up, to ask if we could upgrade to an even faster package. We were told to ring back after the connection went live, to make the change.
The day of the connection change came and went with no switchover. The following morning we called again, to see what was happening. We were informed that it was being dealt with, that the change would happen in the next few hours. We were assured that our current connection wouldn’t be switched until after the new connection was ready.
A few hours later the internet and telephone lines cut out. We installed the new NowTV box and nothing happened.
We called back and were told that there was a problem. We were given no details on when it would be resolved, or what the actual issue was. We were told a manager would call us back at some point. The customer service agent couldn’t say when, simply gave a date 3 days later by which she ‘hoped’ a manager would be able to call us. They said the problem was showing as flagged on their system as being explained to us on 15th May. When asked if they could review the recordings of that call, they said they would not and refused to give them to us but admitted they existed.
We then called our previous provider and asked if there were any problems with them or with Openreach (the vague reasons for the problem we were given). An engineer assured us that there was and should be no problem.
No other contact from NowTV was received. No internet connection came online.
This morning we have called twice and both times have been given different information, which doesn’t match. We have been told that we will be called back multiple times, no calls have been forthcoming. They have refused to confirm these issues. When asked for information on how to check the fault with Openreach we were told to google the number and when it was explained that not having internet made this more difficult and asked for the number we were told that due to GDPR we could not be given a number, despite it being in the public domain.
We asked to make a formal complaint. We were told to go online.
Times are tough and they are obviously working under strain. Technical difficulties happen. The tone and support from NowTV has made it impossible to feel reassured that I will be able to work effectively. They indicate it could be up to 10 days before the fault is corrected. This is despite the two week period between signing up and the connection coming online. It has also been over a week since they claim (erroneously) we were informed.
Looking on NowTV’s own forums reveals that this exact issue has happened countless times before. Each time they have blamed other companies but been ultimately responsible. On occasions it has taken them more than 16 days to resolve the issue.
In the meantime, we are stuck with no broadband, no telephone line, and no clue when we will be able to even know when work can resume.
They have now said that they would escalate the problem to 'Tier 2' and call us within 72 hours. It has been over 100 hours since then. Still not a single call or email. No apology.
I’m not on the frontline but I value my work and I want to look after my clients. In these times isn’t fulfilling internet contracts, or at least being prompt and active in resolving issues, a basic moral duty?
- Location
-
- Location
- Glasgow
- Reviewing
- NOW Broadband
- Date
- 2020-05-24
- Location
-
- Location
- Robina, Lanjeth
- Reviewing
- NOW Broadband
- Date
- 2020-05-21
- Comments
-
Poor reliability and speed, despite my best efforts and those of Openreach to sort the problems!
- Location
-
- Location
- Eastleigh
- Reviewing
- NOW Broadband
- Date
- 2020-05-21
- Comments
-
NOW TV reports 40Mbps download speed but broadband.co.uk reports 13.06 Mbps. After phoning NOW TV it sped up to 40Mbps on NOW TV and 19MBps on broadband.co.uk .
- Location
-
- Location
- Chesterfield
- Reviewing
- NOW Broadband
- Date
- 2020-05-19
- Comments
-
Highly unreliable broadband with poor service. Worst customer service ever received. Today I called up about a broadband issue. Turns out my hub isn't working, and they aren't going to do anything about it for 5 days. They said my broadband is 'not their problem' and I'm set to lose a week's wages as I can't work from home now. This last happened 3 months ago when I couldn't work for a week. They offered me a tenner as compensation....
- Location
-
- Location
- Bristol
- Reviewing
- NOW Broadband
- Date
- 2020-05-18
- Comments
-
Probably the worst experience I've had with an internet provider. I normally avoid cheap deals with bad reviews but took a gamble this time, I wish I hadnt. We have had poor service since the start of contract and when contacting customer service, they tell us that they are providing the minimum contract speeds so nothng they can do, even if we are not receiving those speeds. My partner and I both need internet for home working currently, but we cannot both access at the same time. This has caused all sorts of problems for viedo conferencing, but NowTV are not inerested and when contacted, they again said its not their problem. Avoid at all costs!!!
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2020-05-13
- Comments
-
I was worried about going with Now given all the people whinging on this site! Initially wanted to go with virgin but can't access them at the new flat, everywhere else was minimal 18 month contract. Bit the bullet and went with Now as could get a 12 month contract- have had no issues. Simple set up, fast broadband, arrived early and activated on the day it said it would. Would recommend.
- Location
-
- Location
- Richardson
- Reviewing
- NOW Broadband
- Date
- 2020-05-12
- 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.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2020-05-12
- Comments
-
I really regret having bought NOW TV Broadband. As we're currently working from home due to the virus, the internet is the one thing we desperately need working and for the last few months its given us nothing but grief. It's so slow that we can't even stream movies so I feel like I'm wasting money on tv subscriptions. I spoke to NOW TV over the phone and they mentioned there was a problem with the box so sent us a new one (customer service was actually quite good and box arrived promptly). But the second it arrived we had exactly the same problem. I originally chose NOW TV because I'd only have to pay £18 a month but its just not worth the money or hassle. I'd be happier paying more with another provider as long as it means we have a reliable internet connection. Please stay away from NOW TV Broadband, I wish I'd read the reviews before buying!
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2020-05-11
- Comments
-
AVOID AT ALL COSTS!!
Its very rare a company gets it so wrong and Now Broadband have got it terribly wrong! When signing up to the service I was aware they said they cannot guarantee speed and I remember that but the problem was the wifi signal. You basically can only get a good signal in the same room with nothing in the way. You can imagine in a house you can't get good internet in most other rooms.
Trying to get through to them was a joke and it took many attempts and ridiculous waiting times only to get cut off and then start the conversation again. Furthermore, no matter how many times I told them that it wasn't the speed they would feed me a line and keep testing the speed.
Finally someone understood and told me I needed to buy a booster. I though that was a joke because they were not providing the service. In the end it took several months and a third party regulator to get £25 credit after suffering 8 months of poor service.
So in conclusion, they may not give you a service, the customer service uses no common sense. they are ridiculously hard to get a hold of. If you want more proof there was a national news article of something terrible that happened because they have no common sense or sympathy. No willingness to try and fix things properly.
- Location
-
- Location
- Sheffield
- Reviewing
- NOW Broadband
- Date
- 2020-05-07
- Comments
-
I switched from Sky to Now Broadband a week ago, Sky had hiked their prices and and lengthened the contract to 18 months so time for a change. I cannot get fibre broadband in my village so standard broadband it has to be.
The switch over was very easy,kept my phone number, router arrived recorded delivery in plenty of time for start date, plugged router in at 8.30am on morning of start date and was connected straight away. Been going a week now and getting average speed around 14Mb which is good for my area.
The offer of £18 per month which includes broadband and all inclusive calls is a good deal and I am pleased to have taken this up. No comment on Now TV as I do not have it.
- Location
-
- Location
- Cardiff
- Reviewing
- NOW Broadband
- Date
- 2020-05-06
- Comments
-
The worst broadband ive ever had. Rang them and they said the problem was the box. They sent out a new box. Now this box is causing more problems than the first. They have no clue what they’re talking about. Switching tomorrow. Pathetic LITTLE company.
- Location
-
- Location
- Northern ireland
- Reviewing
- NOW Broadband
- Date
- 2020-04-23
- Comments
-
I'll definately be changing after contract up. Yes great value but i dont like the way they dont let you pay direct debit. My broadband totally off from this morning nothing from them on their website twitter fb disgrace. Yes its different these days covid 19 but not hard put out something just let customers know
- Location
-
- Location
- Howard
- Reviewing
- NOW Broadband
- Date
- 2020-04-21
- Comments
-
So far so good with NOW . I got myself mixed up when I left Vodafone and changed to NOW due to the Vodafone high prices and they wouldnt reduce them despite loyalty over several years. However put myself through purgatory trying to get my mobile changed to Tesco as NOW dont do mobiles. still not really sure what I an paying or what is included but the staff in Derry NI seem very pleasant .
So time will tell when I find out more ! I am 80 and drilled to not expect too much from the newish technology all around us. It was better and simpler 10 or more years ago.
- Location
-
- 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
-
- Location
- Kent
- Reviewing
- NOW Broadband
- Date
- 2020-04-16
- Comments
-
Where do I start?! Applied online 18th November to move to Now from PlusNet, given a start date of 2nd December during the process. Order failed. Multiple orders subsequently placed, all failed. REPEATEDLY told useless staff issue needed escalating, REPEATEDLY ignored. Ombudsman utter waste of time (industry bias). Finally lost it and emailed CEOs of Now (Sky), BT Openreach, PlusNet etc. Issue resolved by BT Openreach who found an issue between two systems. Still no help from Now other than placing further order. On 11th February Now advised I was entitled to compensation for the delay (114 days from start to end). Bear in mind they didn’t bother to even attempt to resolve the issue, they are now stating that as the start date was not confirmed (it was, albeit during the initial order process and verbally by staff, not by email) I am not entitled to compensation. They subscribe to an ‘automatic compensation’ scheme. Clearly nothing automatic about it, clearly they think it’s acceptable to breach their own policies, clearly a joke of a company. Off to the equally useless Ombudsman again, and the press (having been told by Now that emailing others slows the process which is both ironic and a threat). Their broadband is absolutely nothing to write home about either. Just do yourself a favour, take account of all these poor reviews, they are poor for a reason. Go elsewhere. Honestly. Anywhere but Now. It’s just not worth the stress.
- Location
-
- 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
- Reviewing
- NOW Broadband
- Date
- 2020-04-14
- Location
-
- Location
- Reviewing
- NOW Broadband
- Date
- 2020-04-09
- Comments
-
Taking them to cisias complaints ombudsman. Poor service that keeps logging out, missing speech on tv, bought through topcashback with anytime calls and now broadband are trying to charge me for extortionate calls saying I need to provide proof it was anytme calls when I bough it. 8 emaisl ignored so had enough of poor customer services and taking it further whilst changing providers. Thsi company needs shutting down please report them.
- Location
-
- Location
- Hampshire
- Reviewing
- NOW Broadband
- Date
- 2020-04-01
- 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
- Location
-
- Location
- Lodnon
- Reviewing
- NOW Broadband
- Date
- 2020-03-30
- Comments
-
No words how bad they are. Waiting two weeks for line to go live and after calling them every day now they told us that we have to cancel contract and make new one. They ensure us before that NO engineer work is needed because previous tenant was with them but now they changed their mind and will send us second box and if engineer work is needed it will be in June! Also on their official page you can find information that they will give you £5 back for every day of delay, looks like we will have free internet for next 6 months.
Not recommend, avid NOW Broadband!
- Location
-
- Location
- Reviewing
- NOW Broadband
- Date
- 2020-03-27
- 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
- Woking
- Reviewing
- NOW Broadband
- Date
- 2020-03-21
- 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.
- 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
- 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
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- 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
- Ribble Valley, Lancashire
- Reviewing
- NOW Broadband
- Date
- 2020-02-29
- Comments
-
I am very pleased with the standard of service that's been provided. The line has by and large been very reliable and stable, and in the entire first year there has been only one episode of outage which lasted overnight. I can't fault the service provided by the call centres either, they factored in my request as an existing customer for better terms in my new contract.
I would highly recommend this provider.
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2020-02-28
- Comments
-
Terrible internet and unhelpful service.
Always telling you different "tips" which don't work.
Leaving Nowtv today.
- Location
-
- Location
- High Legh
- Reviewing
- NOW Broadband
- Date
- 2020-02-28
- Comments
-
Swapped from Plusnet 6 months ago, easy to set up and speeds have improved.
Better 5Ghz signal than previous one.
Router seems reliable.
Very pleased with package deal, £25 fibre + all calls.
Website clearly laid out & simple to navigate. Router page allows easy configuration which suits me. Some suppliers routers restrict settings.
Highly recommended.
- Location
-
- Location
- Glasgow
- Reviewing
- NOW Broadband
- Date
- 2020-02-25
- Comments
-
We requested to change from Plusnet £38 per month for 5mbs to Now TV. NowTV cancelled our broadband connection with Plusnet and have failed to provide us with their broadband service. We’ve had no internet for a week with no explanation. We keep receiving emails from them saying 2 days to go / 3 days etc & nothing happens. Still no internet & no explanation. Should have paid attention to earlier reviews!
- Location
-
- Location
- Hatfield
- Reviewing
- NOW Broadband
- Date
- 2020-02-23
- Comments
-
The only problem I had was the Broadband box kept on resetting itself but problem solved within a few days of them sending out a new router other than that broadband speed quite high hi very good no cutting out no issues customer service has been polite I would recommend it
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2020-02-21
- Comments
-
very poor Company cancelled my order without notify me,when i asked how to complain no advised given to me.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2020-02-14
- Comments
-
Only put one star each as no stars was not an option. Signed up to broadband deal with 3 months free TV, have never got the free TV and keep going round in circles when making a complaint. No way to talk to anyone and no one responds to other complaints. DO NOT USE THIS COMPANY, THEY TAKE YOUR MONEY AND THEN IGNORE YOU.
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2020-02-12
- Comments
-
I just renewed for another year. My bill went up after the end of my introductory year. I Couldn't be happier with the outcome of my call. A five minute phone call reduced my monthly bill to better than I was paying before, they refunded the difference from the previous month and threw in 6 months sky cinema.
If I ever need to speak to customer service I have always found it quick and easy to get hold of someone, no endless loops of robots. Always get through to an English speaking person able to understand me.
Never had any issues with connection or speed and I am on the middle package.
- Location
-
- Location
- Ashington
- Reviewing
- NOW Broadband
- Date
- 2020-02-12
- Comments
-
Found them a mixed bag. The actual broadband has been pretty good (good speeds and wasn't too bad for dropping out). The online account system is pretty minimal though and does not confirm what your contract end date would be (you have to work this out from your timeline and original email stating contract length). They also do not inform you when you are nearing the end of the contract, they just up your DD without notice. I contacted them regarding this saying it's ridiculous that they make it so difficult to find your contract end and that they should be at the very least emailing you as a courtesy to say your bill is changing. I did get a fairly quick response but it basically said your end date will have been in your joining instructions...
- Location
-
- Location
- Northallerton
- Reviewing
- NOW Broadband
- Date
- 2020-02-06
- Comments
-
Switched to them using Uswitch for Broadband & TV
Five days after switch still have no phone or internet. I work from home and it just a disaster.
Can’t get anywhere with the call centre.
Nightmare.
- Location
-
- Location
- Stevenage
- Reviewing
- NOW Broadband
- Date
- 2020-02-05
- Comments
-
Ordered broadband kit in November but never received.
Called them in December to notify that kit not received yet, new one sent out.
Never received any router still charged since November.
When I called to notify that I didn’t received the kit no refund offered.
Had to cancel after 4 months paid without being able to use the service at all.
- Location
-
- Location
- Aylesbury
- Reviewing
- NOW Broadband
- Date
- 2020-02-05
- Comments
-
Switched from Talk Talk to Now TV in October 2019. The Now TV broadband reguarly matches the advertised speed so that's not a problem, but almost every day at different times there are moments when you open an app and it won't connect. You try to open a web site, and it won't connect - even though it says connected to the internet. This is across multiple devices, TV, IOS iPhone, Android tablet. Looking on line others say it's the Now TV router that's the problem. I think they're right as my previous Talk Talk account's speed was half the advertised rate of Now TV's, yet I never had any problems connecting to or with anything. It's specifically bad with apps/sites that use heavy data such as YouTube, Plane Finder, Google Earth, Netflix, and sometimes even a simple site like Ebay! About 50% of the time with those apps/sites you just sit watching them trying to load - it's so frustrating. Been to Now TV web site to troubleshoot - also frustrating. It recommends all the obvious stuff that I've already done, (thanks)! So I try to contact them and there doesn't seem to be a way that works. There's a Chat Live button, but it doesn't work. As soon as my contract runs out (only 8 months to go) I'll be off to another provider. Not impressed.
- 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.