699 Customer Reviews over 18 pages
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2021-09-10
- Comments
-
Non existent customer service as they expect you to jump through hoops before you can possibly if you are lucky speak to anyone!
They are absolutely atrocious so recommend avoid unless you are happy to have slow broadband and to spend ages trying to get to speak to an actual person to resolve any issues that might arise as web chat and emails are completely ignored as are the ratings they ask you to give when you have attempted but failed to contact them!
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2022-11-11
- Comments
-
Horrible company. Unreliable service. Engineers who are supposed to come and fix it just don't show up at all. AVOID at all cost.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2023-12-29
- Comments
-
Genuinely the worst wifi I have ever had. I am constantly on 5G instead because the wifi keeps going out, disconnecting, etc. Save your money and go elsewhere
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2023-07-31
- Comments
-
Broadband was ok apart in the upstairs bedrooms where there was no connection. It took 45 minutes waiting on the phone to cancel broadband: Why can't we cancel other than on the phone???
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2021-09-11
- Comments
-
AVOID AVOID AVOID, I am going to sue them.all the reviews from july 2021 till now was bad. 14days to go live,I waited for nothing. I have the router and the line, switching on should take only minutes in other first world countries but not UK,and with NOW,they are illegal cowboys.i suggest you buy at least 2different packages,and cancel the ones like NOW or SUE them.i am planning to take legal action
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2024-02-26
- Comments
-
NOW is staffed by completely incompetent people, I've been trying to take over/open a new account as my housemate has moved out, and every person I've spoken to says a different thing. I've wasted hours on the phone to these unprofessional clowns. It should be simple and straightforward but they can't be bothered to train their employees and seem to think people have nothing better to do than waste hours on the phone to them. The most painful unprofessional experience with a service provider.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2019-08-10
- Comments
-
WiFi is absolutely terrible, service even worse, keeps dropping out every few mins , really useless at trying to get it fixed, don’t go with this service it’s just not worth the hassle
***** DO NOT USE ********
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2021-04-14
- Comments
-
Seeing all the negative reviews almost put me off getting Now Broadband but my experience has been more positive. My circumstances meant that I was only interested in a non-contract agreement, i.e. leave whenever I wanted without exit fees. "Now" were one of the very few providers in my area that offered broadband without tying you down to 12/24 months so this was a great plus for me. The speed is not the best but I knew that before I signed up as they provide accurate estimated speeds, however the speed is fine for my uses.
The price is reasonable too for £18 I get broadband, line rental and unlimited local and mobile calls AND can cancel whenever I want with no costs being incurred.
Now also arranged for BT to connect my line to the phone network which was done quickly and the engineer came exactly when expected, so the setup was trouble-free. Getting the modem-router setup was simple too.
The biggest complaint I have is customer service since it's so difficult to connect to an advisor. On 3 or 4 occasions when I called, the call just disconnected. On the single occasion I did manage to get through, the advisor was helpful and was able to setup my account promptly.
I'm sure everyone that has complained about Now have legitimate qualms, but my experience has been mostly good and I have got everything I needed from them for a good price - something no other provider was able to offer.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2022-09-20
- Comments
-
I became a member of NowTV in August and looked forward to having my internet done at my new place in September. I reserved an engineer with them to do the set-up on the 14th which is 2 weeks after I moved in, there has no other available slot earlier than that. and end up nobody showed up.
I called NowTV to see if there has any problem, and turned out they said they got informed that Openreach has rejected the installation so they cannot proceed further. They have also mentioned that they will chase up Openreach and will give me a call back the next day, which never happened.
It is very poor for a company to not let the customer know that the broadband request didn't go through. The reason for it is the staff have inputted the wrong details, instead of a new line activation, it should be a line takeover.
So it turns out they have let the engineer on the day of the appointment know and they never turned up and failed to let the customer know about the situation.
Very poor customer service raised the case to the complaints team, got a half-hearted apology, along with a one-month credit, which again, would need to wait for 2 weeks to see if the order will actually go live or if it even worked, asked for it to get speed up, as we are now a month in and still no broadband!
We found a better deal using topcashback, but it is for new customers only, have asked if they could transfer the 1month credit....
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2022-01-07
- Comments
-
Absolutely ridiculous service and promises were nt kept! Ordered December, and received notification to say that connection would go live on the 4th January. The hub arrives, and not connected on the 4th. Call customer services, and get told there is a delay and would take 48 hours.. call them every for the next four says.. get told 'it is with our back office team'. There is no escalation or priorisation, and just called them again.. it is now Friday, get told 'it might be next week now but we cannot promise this'. Not willing to wait 2 weeks or 3rd week. Worst thing is NowTv do not update the customer, I have called them every day for an update, absolutely awful experience. Ridiculous!!! I have now cancelled the order and service! Cannot be trusted!
- Location
-
- Location
- london
- Reviewing
- NOW Broadband
- Date
- 2022-06-08
- Comments
-
It's a total disgrace, do not use this. It's always off for several days at a time and when it's on it's speed is way below promised. They refuse to terminate without fees. Even if you can prove your speeds. They say things like 'try connecting fewer devices" Working from home is impossible.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2023-11-12
- Comments
-
Bad, incompetent customer service. Firstly didn't process the order, but didn't reach out to flag. Had to cancel this 'phantom order' (as they casually call it) and reorder. This delayed our setup another 2 weeks. Unfortunately in that time, Now increased the cost of their broadband service by 15%. This means we have to pay more overall due to Now's error. Customer service couldn't care less, were condescending, patronising and basically abysmally shocking. They were beyond useless at every turn. Pray that you have no setup issues, else you'll need to deal with this group of mouth breathers.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2024-01-03
- Comments
-
I saw these reviews and thought NOW cant be that bad but yes they are. 5 weeks later and STILL no broadband and I have to wait ANOTHER week before they tell WHEN the broadband MIGHT be activated
AVOID AT ALL COSTS.
Looking for another provider now
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2020-07-10
- Comments
-
Have been with NOW broadband for over a year now and haven’t had any problems at all. Decent speed, decent price and reliable. Would recommend.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2023-08-04
- Comments
-
A nightmare to cancel my account as I was moving houses.
First they told me they couldn't provide me broadband services in my new address despite confirming a few days before they could.
After being more than 1 hour with their customer service in the phone, I was confirmed it was cancelled on July 12th. On August 1st, I was charged again.
I'm right now in the call for another hour to try to close my account for the 2nd time. No trust in their confirmation that they will... no way, according to them, to jump the waiting queue as "the process doesn't allow so". They still keep my card details and charge amount.
It's an abuse, disgusting and a total nightmare to deal with their customer service. This company seems to be interested in their clients only when onboarding. Then, everything is just a pain.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2021-09-15
- Comments
-
Delays in going live of more than 1week in addition to the"usual"14days. Kept blaming BT lines as in all other reviews.BT and Nowbtroadband needs to pull their act together.This 14days+longer days is what makes UK the laughing stock of the world
- Location
-
- Location
- London W13
- Reviewing
- NOW Broadband
- Date
- 2020-10-02
- Comments
-
Creeps along at the speed of sludge when connected, which it very often isn't
- Location
-
- Location
- London, England
- Reviewing
- NOW Broadband
- Date
- 2022-04-20
- Comments
-
I dont know where to start first they couldnt install my broadband on time. I lost a 2 weeks of internet from start of my contract and wasnt compensated for the loss.
I couldnt understand why no access to social media, PSN and Microsoft Live.
THEY HAD RESTRICTED ACCESS IN OTHER WORDS SET PARENTAL CONTROLS TO CHILD MODE BY DEFAULT.
This is why I couldnt access certain sites they dont tell you this before signing up.
You would think you would have access to parental control but nope. What they call Broadband Buddy doesnt exist atleast if you try to navigate to it through your NOW broadband account.
I had to go over to the so called community whereby support is provided by their own customers??!!?
You couldnt make this crap up..in any case someone from the community provided a Broadband Buddy link.
Here its is for anyone looking for it:
help.nowtv.com/article/set-up-and-manage-broadband-buddy
Next problem the link didnt work no matter which web browser (Firefox, Chrome or Edge) or which PC or laptop I used I got the same annoying message time after after.
'Well that didnt go to the plan..please try again later.'
So next step is to give them a call..right ?..except.
THEY INTENTIONALLY HIDE THERE CUSTOMER SUPPORT NUMBER...No joke!
Eventually after going through many web pages I managed to find there customer support number.
Here it is for anyone who is looking for it :
0800 759 1213
How do I know that they intentionally hide it . Well I posted on their own NOW broadband community in order to help others in the same boat.
The very next day the post was removed !! and I was banned from making any further posts or comments on their community forum.
Now onto the actual phone call once i got through to the support team they were unapologetic and tried to blane me even I told them Ive tried multiple devices and web browsers.
There own community suggests they have Broadband Buddy issues since 2019 yet they still havent sorted it.
The support person put me hold while they looked into it and came back with theres no restrictions or kid mode set on your account and suggested I try and visit facebook.
Fortunately it worked and I now have full access to everything..the point is they blatantly lied. Prior to the phone call I was restricted..they only lifted the restriction after the call and made out I was at fault.
I'm not going to go into the bandwidth problems heres since its been covered by others here but expect to be eractic up and down.
This is my experience with these jokers so far ..yes its cheaper than everyone else at the moment but you get what you pay for.
Be warned.
- Location
-
- Location
- louhhborough
- Reviewing
- NOW Broadband
- Date
- 2021-06-12
- Comments
-
absolutley shocking broadband. I have one the best package available with a "promised" 63 mbps. When I try to play on my ps4 or stream videos I am at around 800 kbps which is 1990 esque Internet speeds. Would not recommend for anyone who wants to do a simple Google search. Save yourselves
- Location
-
- Location
- Luton
- Reviewing
- NOW Broadband
- Date
- 2020-12-22
- Comments
-
I can't fault NOW TV Broadband. After reading some of the other reviews and getting my date delayed by 1 week with an OpenReach issue, it turns out that it actually was an OpenReach issue. I spoe to NOW a couple of times, very quick to answer once you go through the Option 3, Option 1 answer message. Very polite staff, apologetic and contacted me to say they had heard from OpenReach and confirmed the switch on date. OpenReach arrived well in time, connected to the OpenReach socket and didn't have much of a signal, so the engineer put a new socket in within 2 minutes and I instantly got great coverage in all rooms with no lag whatsoever. My son started downloading his PlayStation 4 updates and games, we went out for an hour and came back and all was downloaded. Can't fault them to be honest, right from the start they've been consistently extremely polite and very helpful. I've got the 38Mb/s fibre broadband with landline and for £23 per month on a 12 month contract, they are cheaper by far than any other. 5 stars all round from me.
- Location
-
- Location
- Luton
- Reviewing
- NOW Broadband
- Date
- 2023-07-25
- Comments
-
I have been with Sky and Virgin. Always getting disconnected 5/6 times a month. I joined NOW in Jan2023 and have only been disconnected once. The speed is fast and connection is reliable. I was paying £21pm and price went up to £24.50 One phonecall to discuss this and they put me on £22pm. The website is easy to use and I like that you can set filters so it is impossible to visit dirty websites(!) whilst still having access to social media. Highly recommended.
- Location
-
- Location
- Lutterworth
- Reviewing
- NOW Broadband
- Date
- 2023-10-02
- Comments
-
What a load of **** this is. Had internet for 2 days then stopped working. Rang ow tv up after half over half an hour to get though. Had to ring up again following week as still not working for then get told someone was coming out between 1 and 6 waiting in for them no one came this has happened to me 3 times now. Had no internet for over a month yet my bill goes out on time. No one seems to care or help and none of the people you talk to are English either. I will never use this again after I have cancelled it for good. I have even emailed a complaint and no one has got back to me.
- 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
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2017-05-19
- Comments
-
I am super happy with now tv. I was worried about performance when i picked broadband company, I picked now tv because they had a rolling contract for fiber.
- customer support is the best i ever experienced. Royal mail lost my router, they shipped me a new one the same day as I called. I called a second time and asked for about the router configurations and they deducted 5£ from my bill, I didn't even ask for it.
- speed is what they promised. I have the 38 mbps package and speeed test say 36.2 mbps.
I haven't even tried the channels yet. +I use my own router btw, they don't support it, but if you google around you'll find info of how to do it)
Best provider I ever had.
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2023-01-19
- Comments
-
All round poor. Web pages very slow to load - some never do. The connection drops out late at night. I have re boot any thing between 3 and 5 times. Lots of problems are to be solved by restarting the internet connection. This has to be done 2 or 3 times. I think I should be able to get out of the contract.
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2018-07-12
- Comments
-
Promised me min 32mbs out of 36mbs. In the initial 14 days i have eceived 35-36mbs. After that the nightmare started. I am now getting 10mbs in average with bad periods of less than 5mbs. All they say is they can't do anything about it.
- Location
-
- Location
- MANCHESTER
- Reviewing
- NOW Broadband
- Date
- 2023-05-30
- Comments
-
Very disappointed, as I was shopping around for ages to find an affordable to fast broadband and found NOW. However, it took them nearly 3 weeks to get the 12 month contract started which resulted in lot of extra mobile internet expense and couple days after starting thew contract they don't me they will be raising their prices next month. Had I known that they aren't any cheaper than their competitors but are much slower, I would have never signed up.
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2019-10-16
- Comments
-
Broadband was reliable and speed as advertised. Wifi signal was good enough for me in a flat, can't speak for further away though.
Found their customer service excellent, especially the live chat. Always got what I wanted done with it within ~10 mins.
Especially impressed with how easy and quick it was to cancel.
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2023-12-12
- Comments
-
took my money, cancelled within 14 days but still no refund. I think I will need to contact my bank to reverse the charge. DO NOT USE ANY OF THERE SERVICES. I'm sure if I owed them money they would continually chase me.
- Location
-
- Location
- manchester
- Reviewing
- NOW Broadband
- Date
- 2021-06-25
- Comments
-
Awful. Gave it a chance and got BB +The Tv package for 18.99 a month. Awful constant buffering. Losing connection. At one point nearly everyday. When I called they said I only have copper wire I really need to upgrade to fiber as the package I'm on is only really for reading the news online and surfing and I'm only getting 11mbps! I was laughing at this point, and pointed out that they had sold me it with NOWTV CHANNELS lol. I swear ridiculous. I think I was more annoyed that they treated me like I was stupid. Now I'm paying £24 a month and to be honest its not much better, they said id be getting 40mbps plus.I am doubtful. Thinking of cancelling as I'm tied in for another year now apparently!
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2023-01-30
- Comments
-
Failed to transfer broadband across on switch day and offered no alternative in the interim. How do these companies get away with behaving in this way? Broadband is an essential utility.
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2022-07-26
- Comments
-
If only I could give minus five stars
Avoid like the plague
Absolute junk of a router, weaker than a nun’s fart, and the customer service is really poor
You get what you pay for. There is a reason why these cowboys are so cheap
- Location
-
- Location
- MANCHESTER
- Reviewing
- NOW Broadband
- Date
- 2019-11-12
- Comments
-
More like next year TV, my partner and I decided to move over from sky back in late July. We were supposed to go live on 21st august. Was then changed to the 27th fair enough. It's now 11th November NOVEMBER and we are still waiting to go live!! My partner has phoned up several times and been on live chat even more. atleast once a day (sometimes 3-4 times a day on the phone because they hang up half way through most of the time. Have been being told for ages that we will have an update soon or its with open reach blah blah. Was told yesterday that we will be live on the 21st November!! 3 months is absolutely shocking and that's if it even does go live... What an absolute joke my partners been friendly and patient on the phone/live chat all the way through but to me it's unacceptable!
- 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
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2022-06-27
- Comments
-
Totally and utterly annoying service!
Been using this broadband service for a few months now.
Every single day without fail, the middle light of 3 goes from green to orange, meaning whatever I'm doing or using stops!!
I've sent them lots of messages because you can't ring them, they say,do this, do that blah, blah, blah, just like Talk Talk, totally crap.
They just blame the user instead of sending someone to check on it!
I had the same kind of crap with TT and got nothing but excuses from them also.
If I was you, avoid these also, I will be switching as soon as my contract is ending.
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2023-07-22
- Comments
-
Now Broadband absolute nightmare with payments every month they fail to take payment from my card which is correctly setup etc no direct debit option to pay. Customer service just as bad don't understand the basis I wouldn't recommend them I want to change ASAP to different provider.
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2023-08-28
- Comments
-
Terrible quality broadband with frequent outages
- Location
-
- Location
- MANCHESTER
- Reviewing
- NOW Broadband
- Date
- 2018-11-10
- Comments
-
MOST People only write bad reviews if they are unhappy ... i am not Got rid of Virgin and quite happy with the service i am getting ... funny enough better wifi coverage in my house than Virgin ... just my pennys worth
- 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
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2021-04-17
- Comments
-
Absolutely rubbish broadband tonight I have no internet I work from home. The past two months have been dire. When I rang for advice I was told 6 devices were too many. Two laptops two phonesNOT IN USE no apps open a smart tv on standby and a work mobile not using any internet. Really!? Want to charge me to leave and. The day they confirm my new provider has been in touch and confirming the change will take place in 3 weeks and they will charge me my internet starts playing up. The day after and the orange light meaning no internet has been on for over an hour. But they still want money. The clown on the phone told me that I couldn’t raise a complaint or a dissatisfaction with her as “we don’t have a complaints procedure’. Upload speed was so low my IT department at work laughed and said they were pretty sure now tv had no right charging for such poor service. And this was while word to the router. Can’t wait to get a decent connection. With someone else.
- 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.