NOW Broadband Reviews

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

Recent Customer Ratings for NOW Broadband

  • Satisfaction
    2.5 stars
  • Customer Service
    2.7 stars
  • Speed
    2.5 stars
  • Reliability
    2.5 stars

Based on 342 customer ratings since 2021-08-12 (Show all time ratings)

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

414 Customer Reviews over 42 pages

  • Reviewer
    Location
    Carlisle
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ordered online well in advance of moving as I expected to need an engineers visit. The website told me everything was already connected and I didn't need a visit. On my activation day I plugged everything in and was receiving Internet with no issues.

    Two weeks later I was cut off. I called and they explained to me that actually I did need an engineers visit and they had emailed me asking for me to provide some dates. I gave them some dates but an hour after this I got an email to say my service had been cancelled. I called again and they told me I was too late and the order had to be cancelled, but I couldn't reorder until the phone side of the order was cancelled. It took them another week to do this and I was told it would take at least another two weeks from then to get me setup again.

    They blamed the whole thing on Openreach which to be fair I can understand that a big part of the fault lies with Openreach, however as a customer I don't have any dealing with Openreach and I was totally dependent on NOW broadband to notify me of the issue and that I needed to advise them of some dates I would be available to have it corrected. Somehow they felt that a single easily missed email was sufficient for this.

    Dealing with the customer service centre was difficult. After 5 phone calls I requested to speak to a manager because nobody could explain to me what went wrong. I was promised a call back on 4 occasions and never received it. I eventually received a call about 2 weeks after requesting it.

    I was initially somewhat understanding of the issue and I was going to reorder with them as I simply wanted my Internet restored. However my experience was riddled with failures from NOW broadband and the confidence I had in them was lost.

    I requested a full refund and this was paid.
  • Reviewer
    Location
    Winchester
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    This would probably be ok if you live in a small flat, but the router is so weak it won't penetrate around a bigger property and will drop out frequently. My complaints were listened to, and I was allowed to transfer without penalty.
  • Reviewer
    Location
    Rochester
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Called me the day before install to say "it cancelled- we can't explain why would you like us to resubmit or leave it cancelled"

    Nothing before then- no texts or anything to say there was an issue. Still waiting on a refund.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I changed provider because of the terrible customer service from my previous provider. NOW broadband are definitely better customer service wise but when streaming TV or music the broadband constantly drops out for seconds only but causes buffering, which was not a problem with previous supplier
  • Reviewer
    Location
    South Yorkshire
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst internet I’ve used. I REPEAT the worst… Can’t even do anything for 5 minutes and it starts crashing upon me, would definitely not recommend. I’ve been with these for 2 month and I’ve had to reboot internet over well 20 times , this should run at 70mbps apparently but it’s been on 8mbps for me ever since it got set up.
  • Reviewer
    Location
    Cornwall
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Absolutely awful I waited four weeks for my broadband during that time all I kept getting was messages stating that there was a delay but no explanation of what or why then had an email to say my order had been cancelled! So I called the help line explaining my situation and was hung up on! I've now gone to plus net so far much better customer service... with now all I got was a box put into my house from open reach and that's where it ended.. ive not even had a refund yet of my set up fee!
  • Reviewer
    Location
    London
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Very happy with customer service and ease of speaking to someone. Had an email about contract coming up for renewal and a new offer (same price as before). Had to go through a few 'press this number' things when I called but then got to speak to someone right away with no delays. As it was too early in the morning for the team who do new contracts they organised a call back 20 minutes later and switched me onto a new contract in minutes. Efficient and helpful.
  • Reviewer
    Location
    Birmingham
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    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.
  • Reviewer
    Location
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you are interested to order Now broadband I wanted you 4ead this feedback please first before further action.
    One star is too much for them. 5he worst and awful customer service ever. We didn't receive our hob we should contact them 6 times they didn't even contact us to say our engineer appointment was cancelled. After about a month now that we are calling them I spoke to their manager (if you can call it manager because I doubt if that is a company) she said we can't update you and you should wait for another company to update us then we will update you.


    I can't believe what I heard after a month and me and my husband both working from home and she said your company that you are working for should support you and give you the tools that you need it is not our problem. I will definitely cancel my order but please don't go through whole this situation that we went.
  • Reviewer
    Location
    Bucks
    Reviewing
    NOW Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This was genuinely the most awful, stressful, harrowing experience I've had with any customer service that I've experienced in my life. My WiFi has been delayed for over a month, the engineer completely missed the first appointment and they expect you to stay at home for an entire day to wait for them to come (btw they might not even come). Just forget about it. Other companies are more expensive by a bit, but at least you'll actually get wifi at some point with them. If you try to leave, they tempt you with false offers which they never follow through with. One guy told me he'd call me as soon as my broadband went live to upgrade me, when I wanted to leave, but that never happened. Honestly they are just a bunch of scammers. Their internet is also slower than mobile data. Seriously don't go with them, save yourself the energy.

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.