699 Customer Reviews over 18 pages
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- Location
- Hammersmith
- Reviewing
- NOW Broadband
- Date
- 2019-07-26
- Comments
-
Been trying to switch from BT Hyperoptic Broadband to Now.
Firstly entering my postcode does work for Now despite being here almost 2 years.
Then tried to call the number to switch that way but first 2 attempts gave a we are currently very busy and a disconnect.
Just tried for the third time and after waiting for an agent for 15 mins I hung up and looked at this website, they really dont appear to be a good supplier. Just told me to go to the website and use help/live chat.
if that is how they treat new business it doesnt look good for existing customer.
You would think they would ring back when they have some customer service reps after asking for my mobile number.
I suppose you get what you pay for with a cheap Broadband supplier.
- 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
- Hampshire
- Reviewing
- NOW Broadband
- Date
- 2021-02-18
- Comments
-
absolutely shocking - waiting 12 weeks and still no broadband. has been set up 3 times and then cancelled after 48 hours. no ownership in NowTV. avoid at all costs.......
- Location
-
- Location
- Harlow
- Reviewing
- NOW Broadband
- Date
- 2021-07-29
- Comments
-
***AVOID AVOID AVOID*** after waiting over a month with no updates, the company eventually told me that the order had been cancelled by mistake. They said I had to re-apply....(Not Likely). The staff are all on a work experience from a primary school. they are thick, rude, unprofessional, non empathetic, and totally useless. (They all seem to be based in Ireland! Make of that what you wish.) They quote data protection, and won't tell you who they are, they really don't understand life because they have no life experience. Pay peanuts, get monkeys!The negative feedback and comments on this site tell the truth. In fact they will not be around soon they are so bad, Virgin is much better, are they are also useless so YOU HAVE BEEN WARNED. ***AVOID AVOID AVOID***
- Location
-
- Location
- Harrogate
- Reviewing
- NOW Broadband
- Date
- 2024-03-19
- 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...
- Location
-
- Location
- Harrow
- Reviewing
- NOW Broadband
- Date
- 2021-07-17
- Comments
-
There is problems constantly it can work and then suddenly speed I'm getting us 0.56mb/s and then back again to 70. I've been told by two ppl at now tv that the routers they provide are old and unable to maintain the speed they promise but when trying to raise with someone to get a better router the managers insists that the information is not correct.
- Location
-
- Location
- Harrow
- Reviewing
- NOW Broadband
- Date
- 2020-10-25
- Location
-
- Location
- Hastings
- Reviewing
- NOW Broadband
- Date
- 2023-07-19
- Comments
-
Terrible service i paid 24 pounds to get cricket first time it cut off before cricket finished then next day couldnt get any coverage kept coming up with error codes never again will i use them
- Location
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- Location
- Hastings
- Reviewing
- NOW Broadband
- Date
- 2023-07-22
- Comments
-
If I could put no stars I would.
They never achieved connection for us. Never sent router. Repeated excuses. Finally managed to cancel - we thought. Now being told they connected us on the day we cancelled so we have to cancel again. As someone else here put it, I could not recommended them any less.
- Location
-
- Location
- Hastings
- Reviewing
- NOW Broadband
- Date
- 2022-01-28
- Comments
-
Would give 0 stars. Intermittent useless broadband. Offered £10 compensation for no proper service since mar 2021 to 28th jan 2022. Constant phone engineers sent out for broadband issues. Even engineers were confused as to why they were sent when it's a broadband issue.Run away from company absolutely useless. Would not recommend.
- Location
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- Location
- Hastings
- Reviewing
- NOW Broadband
- Date
- 2021-07-29
- Comments
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I am not even connected to now Broadband yet and they can't explain why the order is not being completed,I ordered on the 8th of july 2021 and they took over my line on the 26th but i still have no hub or start date, when i tried to cancel the order they said they need 72 hours and have to pass it over to a manager to confirm the cancellation??? This is a worse company than Italk avoid at all cost.
- Location
-
- Location
- Hastings
- Reviewing
- NOW Broadband
- Date
- 2020-06-20
- Comments
-
I’m paying £30 per month for super fast broadband, yet I’m writing this review on my phone using 4G because I have no broadband signal. Yet again. I am heartily sick of paying out for a ‘service’ which fluctuates between unreliable and non-existent.
- Location
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- Location
- Hatfield
- Reviewing
- NOW Broadband
- Date
- 2019-10-07
- Comments
-
Very bad customer service. False information shared with customers. Changed our instalment day for WiFi twice and cancelled account without notice. Would highly not recommend.
- 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
- Hawick
- Reviewing
- NOW Broadband
- Date
- 2024-02-08
- 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...
- Location
-
- Location
- HAWICK
- Reviewing
- NOW Broadband
- Date
- 2019-10-15
- Comments
-
I think I might be quite fortunate after reading the litany of complaints made against Now. My order was cancelled by them yesterday without reason and was due to go live in a week.I have decided not to phone them as I don't want the service (if you can call it that) and I don't want to be charged for the call. One commenter stuck out in my mind was the person that bought a months TV deal only to be charged again the following month as he didn't cancel it! As he put it 'a month should be a month' this to me is surely terribly wrong.
- Location
-
- Location
- Haywards Heath
- Reviewing
- NOW Broadband
- Date
- 2023-01-16
- Comments
-
Overall I've found my Now Broadband has been fairly reliable and fast. I have been with Now for 3 years and they continue to provide some of the most competitively priced broadband on the market, which for the price performs very reasonably! I only once have had issues with my broadband, which was sorted quickly by their customer service team who seemed to genuinely want to help me.
- Location
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- Location
- Herefordshire
- Reviewing
- NOW Broadband
- Date
- 2023-11-23
- Comments
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What everyone else said. Customer service is pitiful. An endless loop of menus leading to the wrong computerised answer and eventually a rude and unhelpful human. Very much looking forward to the end of my contract.
- Location
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- 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
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- Location
- Hertfordshire
- Reviewing
- NOW Broadband
- Date
- 2021-08-29
- Comments
-
Moved to Now Broadband a few weeks ago after having terrible service for 18 months from a different provider.
The transfer was faultless. Router is lovely and quiet (unlike the one from previous provider). More importantly, our broadband connection never drops out, the speeds are good and it copes with our multiple devices.We are loving this service and it has made us realise how poor it was from our previous (big name) provider.
- Location
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- Location
- Hertfordshire
- Reviewing
- NOW Broadband
- Date
- 2018-04-27
- Comments
-
Don't go near this company! unless you would like no connection and a barrel full of excuses about how BT "Open Reach" are to blame. Just wish this website advertising was more honest.... some like - There no NOW in now TV just empty space and certainly no chance of broadband being connected anywhere near the agreed date. Ps. you will be required to chase them as they will not communicate with you, they taken to putting their "head in the sand" with new customer and hoping for the best.
- Location
-
- Location
- Hertfordshire
- Reviewing
- NOW Broadband
- Date
- 2019-08-23
- 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!
- Location
-
- Location
- Heysham
- Reviewing
- NOW Broadband
- Date
- 2021-07-30
- Comments
-
Absolutely shocking. Don't waste your time or money. After over two months of trying to get Now Broadband set up I have given up. In total I was given 9 different instalation dates, the only one of these which wasn't cancelled, moved or just didn't get booked correctly I sat at home all day and the engineer didn't turn up. They seemed absolutely incapable of booking an appointment for me, I would be told I had a date then 2 days later they would ring me and ask for three dates, invariably about a week after my original date, then they would say the first one hadn't gone through. After hearing 'I can only apologise' for the 100th time I realised that was literally all they could do and gave up.
- Location
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- 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
- High Wycombe
- Reviewing
- NOW Broadband
- Date
- 2023-03-14
- Comments
-
Awful
Connection doesn’t reach any room outside of my living room. I was told to move the router which I can’t because that’s where the connection is. Then I was told maybe it is because of the walls in my house?
I was instructed to split my wifi connection to 2 networks (one fast one slow) and use the slow one when I move round my house and connect to the fast one when I am near the router? Surely I should just have wifi in my whole house like previously with other companies without having to connect to 2 different channels (the slow one still doesn’t work anyway)
Then they blamed open reach says they do the speed checking or whatever (trying to fob me off for the fact it doesn’t work outside my living room and it is just generally rubbish broadband)
Anyway I’ve decided to cancel and go with someone else, the service was rubbish too. Absolutely no empathy whatsoever
- Location
-
- Location
- Hornsea
- Reviewing
- NOW Broadband
- Date
- 2019-08-10
- Comments
-
Absolutely useless, had to cancel before it even got set up. Engineer never turned up when they were supposed to. Customer service is just terrible.
- Location
-
- Location
- Hounslow
- Reviewing
- NOW Broadband
- Date
- 2021-08-12
- Comments
-
Worse service every in the UK... 1 month and still I don't have internet.... Horrible service
- Location
-
- Location
- HOUNSLOW
- Reviewing
- NOW Broadband
- Date
- 2021-07-30
- Comments
-
Worse Service provider..... One month it take for the engineer to install the internet....
- Location
-
- Location
- Hounslow
- Reviewing
- NOW Broadband
- Date
- 2024-01-03
- Comments
-
Broadband is constantly on and off.
Cannot resolve with customer service.
- Location
-
- Location
- Hove
- Reviewing
- NOW Broadband
- Date
- 2018-04-28
- Comments
-
Ignore the bad reviews if you're getting broadband only. I can't comment on the TV packages as didn't sign up for them. Easiest and fastest broadband installation I've ever had! Had an Openreach engineer come within 2 weeks which is a record (try 4-6 normally). I've moved around a lot and I know this process...and the pain that it normally incurs so was very surprised by how easy a company this cheap made it. I'm getting 7.5Mbps down the line which is plenty for me, can watch Netflix HD and browse super fast no issues which is the majority of what I use it for. I couldn't get fibre on the BT lines here so it was this or Virgin basically, which costs a lot more.
The way I see it is if you're getting ADSL rather than cable, it all comes through the same BT lines anyway so the only real variables are traffic management (ie. throtttling) and customer service. NOW doesn't throttle (thumbs up) and customer service have been quick to get through to, speak proper English (well for Irish people anyway :-)) and quite efficient. Why pay more? For a more 'reputable' company? Its just marketing trust me - they're all jokers at the end of the day ;-)
- 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
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- Location
- Huddersfield
- Reviewing
- NOW Broadband
- Date
- 2019-02-04
- Comments
-
Changed from BT to NOW tv for fibre broadband & phone only. Less than half the price I was paying to BT and that wasn't even fibre. I am getting faster broadband at a cheaper price and phone calls included. OK there has been the odd break in broadband but only for a few minutes hence 4 stars. I'm happy.
- Location
-
- Location
- IG6
- Reviewing
- NOW Broadband
- Date
- 2019-09-03
- Comments
-
Was recommending NOW to friends but they said lots of bad reviews here, so here I am, writing a positive one. Had FAB (VDSL) for 18 months, at 12th month cost jumped, called them up and they renewed at a more reasonable price + a voucher. Always good bandwidth, has been reliable for my work VPN and NOW TV & PRIME don't lag or jitters. Not the cheapest VDSL price plan but I've had cheaper ones before (beginning with an "O"), happy to pay a tiny bit more for reliable service. My area is in IG6 and I have been a happy customer.
- Location
-
- Location
- Ilford
- Reviewing
- NOW Broadband
- Date
- 2022-11-28
- Comments
-
I had this provider more than 2 years it’s very poor service, broadband always dropping, not able to get anywhere from customer service , useless operator. I have to leave them if they don’t improve a steady broadband
- Location
-
- Location
- Ilminster
- Reviewing
- NOW Broadband
- Date
- 2020-06-29
- Comments
-
AVOID - I live in a small bungalow, I cant get a signal in half of my home. Now TV offered me a small credit and advised me to buy a wifi extender, never needed one with my previous provider
- Location
-
- 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
- Ipswich
- Reviewing
- NOW Broadband
- Date
- 2020-07-06
- Comments
-
I have real problems with getting any kind of advertised speed for my Broadband; but now I now have 30+GHz after changing some router options.
The promised speed is 36Mbps and I was getting around 1.9Mbps to my laptop. I spoke to NowTV support and they got a BT engineer out to check the speed for me within 4 days (I called on Friday, he was here Monday). The BT guys check the speed going to the router, and it was 36Mbps as advertised, but the speed quickly dropped off the further I was away from the router... literally in the spare bedroom, around 15 meters, the speed went down to 1.9Mbps. So.... I tried moving the router, that didnn't help much; I tried moving my Laptop, I got around 5-6Mbps now that they are around 5 meters closer. This is obviously really bad for working from home, so I started to investigate the WIFI settings on the router (don't do this if you don't know what your doing...); and I now have 34-35 Mbps after disabling the 2.4GHz connection and only using the 5Ghz connection.
So my conclusion is that the Routers the NowTV use are a bit s**t as they don't handshake to the higher GHz by default; but to the 2.4GHz.
FYI I changed the following options on the router... I take no responsibility if your break anything. Do at your own risk....
In a browser, goto the http://192.168.0.1
The username defaults to admin
The password defaults to nowtv
Goto the Wireless
Goto 2.4 GHz wireless settings
Unchecked...
Enable Wireless Access Point
Enable WPS
Allow Broadcast of Name (SSID)
Synchronise 2.4GHz and 5GHz Settings
MAKE SURE YOU UNCHECK Synchronise 2.4Ghz and 5Ghz Settings. If you don't you might end up not being able to connect to your router.
Hit the Apply button. The router will restart the connection, and you can now do a speed test. You may have to check that any old devices can still connect; as not everything will be able to connect using 5Ghz.
- Location
-
- Location
- Ipswich
- Reviewing
- NOW Broadband
- Date
- 2019-04-16
- Comments
-
I was trying to join Now Broadband but they could not get my address correct. It was shown in three different ways, two of which were incorrect so I tried to get it altered. It took 25 minutes to speak to someone. I then decided that this really was not for me and called the Cancellation line. After 53 minutes, yes 53 minutes I gave up. If this is for new customers I hate to think what it is like for current customers.
- Location
-
- Location
- Ipswich
- Reviewing
- NOW Broadband
- Date
- 2018-04-04
- Comments
-
First of all, I have read the reviews and without insulting anyone, some people are just never satisfied. I have been with Virgin for years, I mean, it used to be NTL when I first joined. But I got fed up with my bills increasing every year to a point where I was paying over £100 a month. So when I moved house from London to Ipswich I decided to write down all the pros and cons about my Virgin package. For me, it all came down to flexibility. So NowTV, obviously, started to become a contender. Done my research and, because I didn't have to commit myself, I thought I'd give it a go. This was a year ago. I love the fact that I can pick and chose on a monthly basis and that I can actually leave whenever I want to. In this year I have not encountered any problem whatsoever and the reason I am writing this review is this; I became aware today that there's a new hub on the market as I just upgraded my MacBook Pro. As my husband is moving in permanently in 5 weeks time, my main concern was the 2.4ghz band, a problem we never had (only fair to mention this as well) with Virgin. The new hub caters a dual band which would solve this. I called their Customer Service and (besides the fact that the agent I spoke to definitely was British and I didn't have to wait as I got through in seconds) asked about the new Hub. Without any hassle she told me the new Hub would be send out today, free of charge. What a breathe of fresh air as I always had to beg, steal and borrow with Virgin to get their latest Hub. And this all for a price that continues to amaze me. For me these guys deserve every 5 stars I have given them. Top notch.
- Location
-
- Location
- Isle of Wight
- Reviewing
- NOW Broadband
- Date
- 2023-08-11
- Comments
-
Switched from John Lewis Broadband as they were closing down their service, which was basically Plusnet branded as John Lewis. Switched to Now Broadband as they offer a month-by-month rolling contract, which was great because I didn't want to be locked into a long-term contract. However, speed, reliability and router performance are all noticeably inferior to JL/Plusnet. TV often freezes and web pages sometimes take an age to load. Then from time to time there's no connection at all, which can be really annoying as I depend on the internet my for work.
- 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.