699 Customer Reviews over 18 pages
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- Location
- Leeds
- Reviewing
- NOW Broadband
- Date
- 2023-08-26
- Comments
-
Please train your call canter staff to stop lying and misleading customers. I have called 4 times over the last 2 weeks and have been reassured that I can both renew my contract and move house seamlessly. Today, after waiting for 1.5 hours on the phone, I got told that I will remain within broadband in my new address for a full week as I need to wait for an engineer - I had called 2 weeks ago to request this and got told that "IT doesn't allow to process the change of address" and to call in 10 days.
Given Now wanted to leave me without broadband for a week, I called them and requested to cancel. I waited 40 minutes again bringing the total phone time to over 2 hours. The advisor initially said that "we cannot cancel the contract because there has been a home move initiated" - this is ridiculous and a lie. After 30 min on the phone with him, just about when he was going to finallise all the cancellations the line conveniently cut off. I called again, and apparently nothing had been processed - again, very bad practice to play tricks like this. When I called the second time, the advisor told me that I will incur cancellation charges if I cancel my contract in an attempt to stop me from doing so - again, this is a lie as I was within my "cooling period" of 14 days.
The above signals either severe incompetence across your customer support staff, or a company culture of deceit. It has and will continue to result in loss of customer goodwill. I would suggest you address this immediately.
- Location
-
- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2021-10-09
- Comments
-
Presumably as NOW Broadband is actually SKY in disguise - trying to solve any problems or cancel the service is utterly impossible.
Like Sky I have wasted hours on chat and telephone only to be frustrated by robots - these being actual living customer service agents who repeatedly ask you questions they know you cannot answer before telling you that they cannot help you.
The only reason I found out just how bad their customer service is - is by daring to ask how much I was actually paying for the service out of contract. They refused to even tell me where or how to find this out.
When I eventually found out by other means and told them to cancel, they refused to accept that instruction by phone or e-mail.
When I cancelled the recurring payment from my Debit Card - they actually managed to reinstate it; effectively stealing money from me.
Incredible - I'm astounded beyond words.
- Location
-
- Location
- Ormskirk
- Reviewing
- NOW Broadband
- Date
- 2022-08-24
- Comments
-
Only been live with them for 3 days, wifi router extremely weak, cannot reach (poor signal) the back of the house. router is installed in exactly the same position as the old EE one. Worst thing is there is nowhere to report this to, and no contact number, just irrelevant FAQs. There's even direct line of sight from the router to the back of the house! Really disappointed- beware unless you live in a bedsit!
- Location
-
- Location
- Greenhithe
- Reviewing
- NOW Broadband
- Date
- 2021-05-18
- Comments
-
Poor connection. Keeps cutting in and out, weak connection. Would not recommend. Will be changing over to better internet provider as soon as the contract ends.
- Location
-
- Location
- Belfast
- Reviewing
- NOW Broadband
- Date
- 2020-09-01
- Comments
-
Range of WiFi router is terrible. I'm in an apartment and speeds in one of the bedrooms are negligible. Customer service is OK, although problems often take a lot of explanation and are relative to other firms slow. I've decided to cut my contract a couple of months short due to being dissatisfied.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2022-07-29
- Comments
-
Got my installation address completely wrong & despite repeated efforts to get them to amend it, they kept saying 'we use the Openreach address for your property' when I went online to Openreach used their post code checker for broadband for my address, up it came with my correct full address. Now ignored it even when I sent them the screenshot.
- Location
-
- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2019-10-08
- Comments
-
AVOID! The broadband is slow, the router is hopeless compared to the previous BT5 and customer service is slow and just fobs you off. A poor product and whilst BT wasn’t fantastic it was way better than NOW. A bad move!
- Location
-
- Location
- Guildford
- Reviewing
- NOW Broadband
- Date
- 2020-07-04
- Comments
-
I was promised a minimum speed that has not been delivered and is looking more and more like it never will be, even though my last ISP managed to do so.
They changed my phone number without telling me and without my consent even after promising me it would not change. Incorrectly billed me and the list goes on. The only good points so far is their customer service is pretty quick and they do try to be helpful. Also the reliability is quite good.
- 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
- Aberdeen
- Reviewing
- NOW Broadband
- Date
- 2019-11-13
- Comments
-
Asked to keep my landline number as it's a business number I have had for 24years and guess what they gave me a new number which they say can't be reversed so after a week I left
To go back to original supplier who said they would get my number back
So how could now not manage
Hopeless
- Location
-
- Location
- CARNOUSTIE
- Reviewing
- NOW Broadband
- Date
- 2023-03-14
- Comments
-
Broadband generally works well. Main issue is poor customer service. Repayment was not processed to account as it should have been(twice). Compounded by inaction on behalf of staff. Would struggle to recommend company because of this.
- Location
-
- Location
- Milton keynes
- Reviewing
- NOW Broadband
- Date
- 2023-04-15
- Comments
-
I have had so many issues with the signal and connection speed. I’ve spoken to customer services who were lovely and tried to be helpful and I was given instructions about how to try changing channel but while it is fine some days, other days it feels like being back in the 90’s with the little thing just spinning around on the screen and nothing loading. I just use my phone data often as it gets so annoying but what’s the point of giving NOW my money! Currently looking elsewhere…
- Location
-
- Location
- Liverpool
- Reviewing
- NOW Broadband
- Date
- 2017-04-17
- Comments
-
I had a really rocky start with NowTV with my start date being delayed by two weeks and BT Openreach being blamed.
As the customer service is good (calls are answered quickly by a human) when complaining about the signal from router, I accepted the advice that the signal will take 10 days to regularise to get to its proper speeds - 10 days have passed I still have problem on WiFi from router, now I do not have a connection upstairs as it is "out of range" before it just dropped out constantly!
Although the plugged in devices downstairs work well (reason I gave 3 stars) the WiFi signal is very poor in rooms away from the hub and out of range upstairs. I have tried all of the recommendations; hub is not by TV / metal however it cannot be put in the middle of the house as it needs to be plugged into the BT phone socket.
NowTV Fibre Combo is not a service I can keep - I do not want to buy router extenders just to see if I can get the service I had with previous provider.
I do regret joining NowTV for fibre combo, the entertainment pass is good but can be used with a better internet provider.
I will be changing providers, even if it means being without internet for a week or so AGAIN, as I need internet upstairs for streaming music and for my FireTV Stick.
If you are in a bedsit or only use Ethernet connection it would be good for you, otherwise avoid!
- Location
-
- Location
- Brackley
- Reviewing
- NOW Broadband
- Date
- 2023-07-01
- Comments
-
Woeful. Awful. Worst decision to move to Now. Terrible router makes the whole thing unbearable. Stand at the router you’ll get fast download - move two metres away or try and connect multiple devices and you’re wasting your time. Apple devices - forget it. Just terrible. As others have said - polite but disempowered customer service staff who can’t help. Avoid at all costs
- Location
-
- Location
- Adamson
- Reviewing
- NOW Broadband
- Date
- 2019-10-10
- Comments
-
I have been with Now Broadband for several months now. Having moved my service from Vodafone. What caught my eye was the price, plus I already had Now TV and had no issues at all.
Sign up and install was easy. The transfer of service was quick and smooth. However having said that, there was a broadband fault the day that I was due to transfer service. Luckily I had topped up my data sim to unlimited and was still able to use the net via Wifi Hot Spot.
Since then I have had no problems with the company themselves. But since changing from Vodafone to Now Broadband I have been receiving countless "cold calls" I have no idea how this has happened? As my number is ex - directory.
But recently I have noticed that things are stuttering such as YouTube, Facebook and Google Search. The connection drops out all the time for seconds at a time but it's continuously doing it. I have checked the speeds and I'm getting 18.2mg to 1.5mg so there shouldn't be any issues but there are.
On the whole, I am happy with the service just not with the dropouts. I've only contacted Customer Service twice. And they were helpful and friendly, the wait time was I think about 10 to 15 mins.
- Location
-
- Location
- Reading
- Reviewing
- NOW Broadband
- Date
- 2023-01-05
- Comments
-
The customercare is worst. They won't care about your urgency and also if the date they commit, it can extend with a simple word (sorry).
I have shifted house and the real issue triggered, The dates are missed 2 times already and not sure, if this time will be fixed or would be same story. Struggling to work and they can't help. I would say worst service.
- Location
-
- Location
- Newtownabbey
- Reviewing
- NOW Broadband
- Date
- 2022-11-17
- Comments
-
Do not employ NOW as your broadband ISP as it constantly drops the connection.
I have reported this before and NOW say it is my fault they cannot provide a proper service!
I will now have to leave this useless company so beware.
- Location
-
- Location
- Cornwall
- Reviewing
- NOW Broadband
- Date
- 2023-10-23
- Comments
-
although i have been reasonably happy with Now broadband for just over two years,, I am not happy with the latest episode.
Without notice my monthly bill doubled from £24 to £45.50
Tried contacting them, over and over,, but the "chat bot" system doesnt let you get to where you want to get. Just keeps asking for my details. Even though i had put the details on the so called chat.
Eventually found a way to have a live chat, and it wasnt easy to find.
Person asked all the relevant questions,, answers i had already given, again and again. Eventually told me,, "no account in that name or email address" Even though i told hin, "i have the bill in my hand,,"
Eventually, accepted,, yes there is an account..
Kept saying he would check the account, etc,, several times, with more intersperced " can you give me your name, address, email, etc,,, again several times.
Eventually stated,, !i will have to pass this over to the broadband team.. I explained i had clicked and begun the chat,, with the "broadband enquiry link"
I asked to have explanation why my bill had doubled, even though i have not used my pc or phone more than usual. He didnt have an answer.
I asked to be refunded,, he "i cant do that, will get the broadband team to email you" This comment,, three times, when i simply stated "not good enough"
He couldnt pass me to the "team" for several reasons.
me,, "not good enough"
Over and over, round and round we went.
He siad i should phone the Nowbroadband,, but the cost would have to be paid by me, so i declined. I asked him to "get someone to phone me" but again he couldnt even do that.
So,, all together, two hours on this useless chat,, and one hour trying to contact them in other ways..
My final comment to this assistant, "i have broadband deals up on my pc as we speak," and " if this is not sorted out in one hour,, i am leaving Nowbroadband." Repeated each time he again said he cant do anything,, My final communication to the chat was, "bye bye Now."
So,,, i am looking at other broadband deals,
I gave feedback,, but i dont think anyone takes any notice depite the words" feedback is important to us, it helps us to improve our service"
- Location
-
- Location
- Leeds
- Reviewing
- NOW Broadband
- Date
- 2022-06-18
- Comments
-
2+ months after cancelling my account, and I am still being contacted to pay for the past 2 months. After contacting them to find out why this has happened they deny that I cancelled the contract, even though they admit that they cancelled the services. Still, they insist I pay the money if I want to use their service in future (will also affect credit rating). A disgusting way to treat a customer and cheap way to make an extra few pounds.
- Location
-
- Location
- Devon
- Reviewing
- NOW Broadband
- Date
- 2019-09-03
- Comments
-
Pretty terrible once there is an issue. non existent customer service. good luck trying to get anyone on the phone. wish i never went with them.
- Location
-
- Location
- Liverpool
- Reviewing
- NOW Broadband
- Date
- 2019-02-04
- Comments
-
Broadband cuts out regularly. You can only contact them through live chat which is not easy to find. Ironically their staff seem to have great difficulty reading & answering questions. When you ask them to actually answer the question(s), they will just end the chat without warning. I very much regret signing up with them.
- Location
-
- Location
- Edinburgh
- Reviewing
- NOW Broadband
- Date
- 2020-10-08
- Comments
-
Absolutely appalled by the service my parents have had. Despite calling 4 times to customer service problem hasnt been resolved. Promised call back from customer service. Still waiting 4 months later. Would avoid using this company for broadband.
- Location
-
- Location
- Witham
- Reviewing
- NOW Broadband
- Date
- 2022-06-20
- Comments
-
Rubbish customer services, can't get hold of anyone, go round and round in circles trying to do anything and no direct number to customer service
- Location
-
- Location
- Liverpool
- Reviewing
- NOW Broadband
- Date
- 2020-07-28
- Comments
-
Absolutely terrible! We moved from Sky, thinking that it would be the same service but a lot cheaper (sister company). How wrong we were. The speeds are usually below 15mbps and it regularly just stops. We had a visit from an Open Reach engineer who said that we'd never get higher than 44mbps which is lower than the guarantee but we decided that we'd cope with that so we accepted a new hub. The new one is worse! I was told that if the new hub didn't resolve the issue I could leave without penalty. When I rang to leave I was told that I was lying when I said that I was told that I could leave without penalty and they would have to listen to the phone call. They still haven't got back to me after a week. Meanwhile, we're all using our phone data and have to get used to streamed TV stopping and starting. Customer service staff are very polite and friendly but they don't actually do anything. I'm not holding my breath for any of this to be sorted out soon as it's already been going on for a month. Whatever you do, don't use Now TV for broadband!
- Location
-
- Location
- Stoke on Trent
- Reviewing
- NOW Broadband
- Date
- 2019-11-26
- Comments
-
!!!AVOID AT ALL COSTS!!!
Customer services departments are shocking.
I’ve been with Now Broadband since February 2019. At the beginning of November I received an email saying my line was being swapped so their service would be discontinued. I rang to find out why as I wasn’t swapping my line and was told that it was likely a neighbour who had put the wrong address in, so they had sorted this and my broadband would go on uninterrupted. At this point, had no issues. Spoke to my neighbours for a few houses down and all confirmed they were not changing providers so was a bit confused, but these things happen so no anger yet.
10 days later, I receive another email saying my broadband will be taken over by another company and they were trying to convince me to stay. Well as far as I was concerned this wasn’t happening, so I rang them back to find out what was going on. Again I was told that there were no issues and that my internet would go uninterrupted.
On the 15th, my broadband was cut. I rang back and escalated this to the CS management who apologised and said this would be sorted. I was offered two months free broadband (around £54) and that the broadband would be activated as soon as possible. Turned out the earliest they would be able to reactivate this would be the 29th November, which wasn’t ideal seeing as I work using the internet and have had to take unpaid leave and what they were offering didn’t even match a days wage, but I’ve had to manage and wait.
So yesterday, I received an email saying that this was all being cancelled. I rang twice and the customer service advisors put the phone down on me both times. I rang a third time with the intention to speak to a manager about this and was met by an advisor who was incredibly rude and refused to escalate my complaint. As a result, I cancelled the broadband and asked for a refund - it’ll be interesting to see if this refund comes through.
Overall very poor service from a worldwide company. In terms of the broadband quality when it was working, it was mediocre at best. The connection would drop regularly and was very slow on all devices. My recommendation to anyone thinking of using Now Broadband is to look elsewhere.
- Location
-
- Location
- Eastbourne
- Reviewing
- NOW Broadband
- Date
- 2019-06-27
- Comments
-
Worst customer service ever sold me anytime calls for18pd. then charged for daytime calls
- Location
-
- Location
- Northwood
- Reviewing
- NOW Broadband
- Date
- 2022-07-27
- Comments
-
I ordered my broadband end of June to have it ready for the 15th of July but they kept pushing back my installation date without any reason. So no internet for 2 weeks, I then had to switch to BT. Avoid them if you need your broadband quickly
- Location
-
- Location
- Dumfries
- Reviewing
- NOW Broadband
- Date
- 2020-12-08
- Comments
-
Now tv have consistently failed to collect direct debit payments. After 6 months of this I eventually changed bank accounts. Today they have collected their payment. For the last few months the Internet stops working for upto an hour around midnight. Ive been fobbed off with 'System updates' 'denial' 'manager to call you back and 'You could always go elsewhere'. Its frustrating, the website is as friendly as a hangry guard dog, the line check useless! It needs working internet to test line issues, so if there's no Internet connection, it cant test anything! getting in touch with them takes the tenacity of a bounty hunter & the realisation that you need more magic than Disney to get a phone number out of that website & instead have to Google 'Speak to human NowTv'. Once you get through, the staff are good its the crazy Nowtv frame in which they work that is the issue. Nowtv don't do good will,apology or rectify mistakes permanently. The same issues happen each month. Tonight Internet went off at 23.54. It finally came back on at 00.44. Tomo I will battle to contact them again, they will in turn show me these actions are the definition of insanity. Time to change companies.. Id recommend teasing that hangry guard dog with a big steak a better idea than choosing them as your Internet provider, dont do it!!
- Location
-
- Location
- Gateshead
- Reviewing
- NOW Broadband
- Date
- 2023-09-29
- Comments
-
Terrible service, will leave you waiting over 30 minutes to speak to someone on the phone. They increased my bill from £26 to £38 with no reason.
- Location
-
- Location
- Shropshire
- Reviewing
- NOW Broadband
- Date
- 2020-10-26
- Comments
-
Maybe very cheap but reliability and speed is awful constantly dropping out very disappointed not renewing with them now my contract is up.
- Location
-
- Location
- CHESTERFIELD
- Reviewing
- NOW Broadband
- Date
- 2023-10-28
- Comments
-
Been without broadband and telephone for over a week. This is an exchange issue, and not Now broadbands. It's an Openreach issue.
The reason for scoring NOW low is they are nigh on impossible to contact. The chatbot is useless.
They have failed to keep me updated/informed, as promised.
When chasing it up, the quickest time I've managed to get through to someone is 50 minutes. Just what you need after a 12 hour shift.
Each time you have to go through the full explanation and try and convince them the problem isn't at my end.
I'm "lucky" as I'm out of contract. Just keeping it going until my full fibre connection date. Once the exchange is fixed I guess.
Why not give a case/job number to people that have issues. And a direct number to query progress, rather than having to suffer the banal dross music? Then again is that the reason for the music?
In all honesty, in over 2 years, the speed/connection/connectivity have been better than expected, so that side is ok.
Let down by poor customer service. Lack of.
- Location
-
- Location
- Peebles Scottish borders
- Reviewing
- NOW Broadband
- Date
- 2022-07-18
- Comments
-
Wish I hadn't moved from talktalk now broadband speeds are terrible, trying to install games on xbox takes up 9hours for one game worst move I ever made
- Location
-
- Location
- Aberdare
- Reviewing
- NOW Broadband
- Date
- 2022-01-15
- Comments
-
Worst decision Ive made for broadband. If you're thinking about it,... Run away...run away fast.
Intermittent connectivity. No customer support to resolve it.
BT and Talktalk must be rubbing thier hands when customers go flooding back to them.
- Location
-
- Location
- wolverhampton
- Reviewing
- NOW Broadband
- Date
- 2019-09-21
- Comments
-
all fine till the go live date. internet was working but phone line wasnt. phoned customer service. spend 30 mins on hold. someone with a very strong scottish accent answered. he didnt understand me so instead of passing me to someone who does. he just hung up so had to sit on hold for another 30 minutes. they tested the line and said it was working fine. yet it wasnt working at all. they couldnt arrange an engineer because their systems were down. also when signed up was to a deal where i get sky cinema for £7.99 instead of £11.99 per month. i did not receive this offer at all. nobody at customer service could seem to tell me how to apply this. awful experience with them. stay well away
- Location
-
- Location
- Suffolk
- Reviewing
- NOW Broadband
- Date
- 2020-01-28
- Comments
-
Awful company! Broadband ok, but they changed our phone number after telling them we wanted to keep our old number of 20yrs. They did not tell us at any point they had done so. Only discovered when Hospital kept trying to contact us, finally reaching us via email. Said nothing they could do to get our old number. Cancelled after going back to our old supplier who gave us a better deal with our old number reinstated. NEVER will recommend NOW broadband and phone at all.
- Location
-
- Location
- Kent
- Reviewing
- NOW Broadband
- Date
- 2021-02-19
- Comments
-
Ordered Nowtv broadband to replace Sky. Was not told it cannot replace Sky because Sky provide a 4 ethernet connection hub but Nowtv only provide a 2 ethernet connection hub. So broadband being cut off today, I have to choose to lose 2 devices, Digital TV, Nowtv, Sky or Computer. I really could have used a little information/warning before ordering, that their hub was a really basic model and not compatible with the service they are replacing
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2023-04-02
- Comments
-
Very Bed Customer Service,waited for 3 hours for a call back after finally getting through... Had a dropped call, it rand once then cut off... So bad.
Been without Broadband & TV for a week now & getting no help whatsoever.. just keep saying it's an area problem... We live in London.. there's always open reach in our road... This is the worst broadband service we have had so far....in a contract & want out..
- Location
-
- Location
- Southampton
- Reviewing
- NOW Broadband
- Date
- 2023-11-01
- Comments
-
After being with Now TV for 12 months. I had to re apply for broadband as I needed to change the name the account was in which was fair enough. Was told this will take 2 weeks, after 2 weeks and hearing nothing I called up to ask why my broadband hadn't been activated. They told me my application to open reach had been rejected and there was no way of knowing why that was. They didn't contact me at all to let me know and if i hadn't of called they probably never would have. Told me I have to re-apply which takes another 2 weeks.
Customer service was awful, no-one knew anything, constantly being moved to different departments. Even though I was speaking to people they might as well have been AI because they were basically robots. One of the worst companies I've dealt with, there's hundreds of other broadband providers out there so I suggest you use someone else.
- Location
-
- Location
- Gosport
- Reviewing
- NOW Broadband
- Date
- 2021-06-08
- Comments
-
Really bad experience with the customer service. I had a no contract option with them, I explicitly said I wanted to keep the account open due to the no contract option but I'm vacating the property and don't have a move in date for the new property. They mismanaged my account for 9 weeks, keeping the line active despite the property having been let and the new tenants using the line. I've had broken promises to fix the issues, refunds promised that never happened, promises for supervisors to contact me that never happened and customer service staff hang up on me. Appalling service
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2023-08-28
- Comments
-
Terrible quality broadband with frequent outages
- 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.