587 Customer Reviews over 15 pages
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- Location
- Stoke On Trent
- Reviewing
- NOW Broadband
- Date
- 2023-07-13
- Comments
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In my experience Now broadband have been the worse out of talk talk, virgin, BT, I have gone back to Virgn. When you can't get WiFi outside your own house then this should say it all..
- 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
- 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
- 2023-01-15
- Comments
-
Terrible service and would avoid at all costs. Swapped to NowBroadband in August 2022 as they offered some attractive deals on their website. The transition from our previous provider left us without broadband for two weeks after the go live date in central London. They actively avoided trying to pay any sort of compensation and left us with a £120 data bill to cover the costs of working from home during that period.
Since then, the connection has dropped three times for more than 6 hours each time. Most recently 12 hours and counting, with no confirmation of when service will be returned. Never had such issues before with any other service providers.
You pay for what you get at the end of the day but would suggest opting for a reliable provider such as BT or Virgin.
- Location
-
- Location
- Reviewing
- NOW Broadband
- Date
- 2021-08-29
- Comments
-
Absolutely the worst broadband we have ever had. Keeps disconnecting for no reason and loading takes forever. Customer service is absolutely useless, cant even solve the problem. Had a new router sent to twice now and the problem still occurs every day. Avoid at all costs.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2020-09-15
- Comments
-
Broadband speed is absolutely abysmal. The connection drops constantly and makes it almost impossible for two people to work from home at the same time, which is not ideal at the moment.
- Location
-
- Location
- Gloucester
- Reviewing
- NOW Broadband
- Date
- 2022-07-26
- Comments
-
Avoid NOW Broadband.
They overcharge, do not preserve your existing phone number, are late in making connections, and then do not honour 'compensation' they offer for their mistakes.
My father is 92.
He wanted to change to NOW broadband to save a little money.
They failed to process the order in January.
In February they started a transfer, this was to be made on 11 March.
They did not request a working line transfer until 14 March. 3 days late.
So the phone went dead.
Because they were late the telephone number was put into quarantine.
So a 92 year old is expected to change all his contacts at the hospital, doctor, bank, credit card etc to suit NOW.
Openreach and OfCOM say the number is preserved and available, but the current provider has to sort it out, instruct (and pay for) a 'manual' transfer.
After a month, and many calls by mobile, they actually got the connection working.
Their supervisor in Londonderry, offered 3 months free of charge as compensation.
What they actually did was take £33 a month instead of £18 every month.
When he complained about overcharging they deducted £15 from his bill, then said he was in arrears, and disconnected his broadband.
NOW never reply to any emails.
The CEO Marina Storti appears to not exist.
In short, they are a shower of s***.
Avoid at all costs.
- Location
-
- 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
- 16 Chaser Close Ravenswood Ipswich Ip39ub
- Reviewing
- NOW Broadband
- Date
- 2023-01-10
- Comments
-
Terrible I have told them I want to cancel they won't let me I've had to go to a financial ombudsman
- Location
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- Location
- STOKE ON TRENT
- Reviewing
- NOW Broadband
- Date
- 2017-11-20
- Comments
-
Had my broadband set up for a few days now and all seems brilliant. Plenty to watch with the extra passes (entertainment & sky cinema), easy to use interface on the tv box itself, and the fab fibre speed seems perfect for online gaming and general usage of phones/tablets etc. My only gripe in the process being that the engineer was due to come out between 1 & 6, come quarter to six there was still no sign of him, so i went on the live chat and their customer services department advised that an engineer wasn't needed as my phone line was still live and that i could set-up the router and tv box by myself, so i waited in all day quietly for nothing, a heads up via phone call/email would have been nice!! aside from that, i cant complain about the service so far!!
- Location
-
- Location
- Oswestry
- Reviewing
- NOW Broadband
- Date
- 2023-06-13
- Comments
-
The worst provider that I have been with. Connection speeds are so slow and absolutely awful when trying to search apps, always disconnects. Will NOT be renewing when my contract finishes
- Location
-
- Location
- Reviewing
- NOW Broadband
- Date
- 2020-03-27
- Location
-
- Location
- Reviewing
- NOW Broadband
- Date
- 2020-04-09
- Comments
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Taking them to cisias complaints ombudsman. Poor service that keeps logging out, missing speech on tv, bought through topcashback with anytime calls and now broadband are trying to charge me for extortionate calls saying I need to provide proof it was anytme calls when I bough it. 8 emaisl ignored so had enough of poor customer services and taking it further whilst changing providers. Thsi company needs shutting down please report them.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2019-04-23
- Comments
-
Worst customer service experience ever!
took over 30min to speak with someone first, we needed a broadband, so we got it ordered, until 3 weeks later they said it will be postponed again for 3 weeks. so we should have waited almost 2 months for broadband connection! then we wanted to cancel the order and they were supposed to email the confirmation, didn't hear from them, so called again and they said it will take min 72 hours to do anything, so still waiting for our cancellation confirmation. no way to email them, only by chat and phone, you need to wait at least 30 min to speak with someone who will escalate you anyway to a different department.
Useless!
- Location
-
- Location
- Blackburn
- Reviewing
- NOW Broadband
- Date
- 2020-06-01
- Comments
-
Steer clear!!
Disgusted with the level of customer service from NowBroadband, I signed up at the beginning of May and had a 3 week initial wait for installation, it’s a busy time with everything going on so that’s fine, the technician never turned up. After ringing I was told the technician may have activated the line from off site and should plug in the broadband box and wait until midnight for the internet to kick in. No such luck.
The day after I rang up to be told there was a delay on the line and someone would be in touch in 3 days to sort it, nothing.
I rung up agin on June 1st to be told there was a minimum of 3 weeks AGAIN before a technician could come out on the 21st June and that the initial activation was not carried out because the technician could not gain access to my property which was a load of tosh and an easy way out for the provider. I had stayed in all day and live on a main road, very easily accessible if he had actually showed up, which he did not. Terrible service and no contact from them when they said they would call and fix the problem. I cancelled the order on June 1st because a 2 month wait to get broadband is ridiculous. Stay clear, not at all worth the hassle and after all the messing around I am still without broadband, go elsewhere and save yourself the time and hassle of dealing with NowBroadband!
- Location
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- Location
- Northampton
- Reviewing
- NOW Broadband
- Date
- 2022-01-30
- Comments
-
The broadband is very unstable, completely unusable for anything related to consuming media or gaming
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2020-02-21
- Comments
-
very poor Company cancelled my order without notify me,when i asked how to complain no advised given to me.
- Location
-
- Location
- West yorkshire
- Reviewing
- NOW Broadband
- Date
- 2023-03-28
- 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
- 2020-10-27
- Location
-
- Location
- Manchester
- Reviewing
- NOW Broadband
- Date
- 2019-12-03
- Comments
-
I have had now tv broadband for just over a month and it goes off 7/8 times a day for long periods. As i study at home the internet is quite important so i have rung to check my line, to be told it was fitted wring but nobody could come to fix it for a month. I was told no several times that i couldnt cancel and eventually was hung up on.
I received an email the next day saying my conplaint had been dealt with and closed? My wifi still isnt working and now i cannot get through to anybody.
Really disappointed
- Location
-
- Location
- Chelmsford
- Reviewing
- NOW Broadband
- Date
- 2018-01-20
- Comments
-
After being a Sky customer for 10 years I swapped to NowTV when I moved as they were unable to fit a Sky dish, it seemed sensible to switch BB at the same time... how wrong was I.
In 4 months I have made 10 calls to them all of which resulted in different responses and troubleshooting precedes (one involved me moving furniture and unscrewing sockets) I have had an engineer out twice and I STILL so not get sufficient speed to watch catch-up TV. They have admitted that there is an issue that they can't resolve but are refusing to allow me to terminate my contract early!
I will keep on trying but wouldn't want anyone to make the same mistake that I have!
- Location
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- Location
- Cardiff
- Reviewing
- NOW Broadband
- Date
- 2022-06-06
- Comments
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I have been so satisfied with the customer service from NowTV. Any time I have had to change anything or needed to cancel, it has been quick, easy and pleasant. The Wi-Fi itself has been quite unreliable but have had no trouble with speed or anything like that.
The 12 month package with Super Fibre was very good for students, the cheapest option we could find and generally worked.
- Location
-
- Location
- Wales
- Reviewing
- NOW Broadband
- Date
- 2021-02-28
- Comments
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I have been with Nowtv fir over 3 years. The speeds have been a bit dodgy the past 3 months but that it to do with the Open box by my house. Customer service always helpful and friendly. No issues whatsoever
- Location
-
- Location
- E17
- Reviewing
- NOW Broadband
- Date
- 2021-08-31
- Comments
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Awful if anything goes wrong. The broadband speed is okay and everything was fine until we got an email saying that another provider had asked for our line so they were cancelling our account. We called up to say there has been a mistake, please don't cancel the line and the person said not to worry we will get that sorted. Heard nothing else at all until the end of the month and suddenly our broadband stops working. Call up and it turns out they haven't sorted it at all and the cancellation has gone through. That was fine and they put us through to the accounts to get sorted where we spoke to a extremely rude person who didn't even apologise, who argued that this wasn't there fault and there was nothing they could do to help. I would just have to open a new account with them and wait 10-14 days to get an engineer out and set up a new account. I was shocked at how awful the customer service was, my advice, just pay a bit more for a better company.
- Location
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- Location
- Newcastle
- Reviewing
- NOW Broadband
- Date
- 2022-10-19
- Comments
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!!!!!AVOID!!!!!
I joined Now Broadband on 17th August 2022 - My Internet went down on 15th September 2022.
I called the Now TV Broadband helpline, and they sent an engineer around. A few days later, the engineer visits and advises I need a new hub/router as they sent out loads of duds in August (brilliant), so he ordered me one.
A few days later the new hub arrives but did not work either, so the engineer came back around. He then tells me that my problem is that my Internet is too slow, and I need to upgrade (more money?!) I told him it worked fine in the beginning and it's not slow, as it’s not working at all.
I called the Now helpline again and was told I would get a call back on the weekend to do a signal test. I stayed home all-day Saturday for a woman to call me at 3PM and keep me on hold for over 10 minutes to finally say she doesn't know what the problem is, and she will raise my query higher up (with Sky?)
I get a missed call the following Sunday morning and received an email from a different person asking when the best time is to contact me, I emailed back requesting a call back, but no response.
It took them ten 10 days to reply to my last email requesting a call back, but with no new information or help, again just advising that an engineer needs to visit (for the 4th time?!)
I did receive a very funny email letting me know they’re going to give me an £8 discount, which I thought was a slap in the face as I’ve not had any internet for over a month and surely shouldn’t have to pay at all?!
They were very quick to still charge me for my last bill, even though their service has not been working at all, and I’ve not been receiving any help from their telephone advisers. I feel like I've been paying them just to ignore me!
I also entered a formal complaint on their website and was told someone would contact me in 24 hours to discuss further, but that was 3 days ago, and I have not heard anything from them.
Absolutely disgusting service from Now Broadband. I would never recommend them in a million years!
I would rather sit in a McDonalds using their free WiFi all day with 100 screaming kids running around me, than ever use Now Broadband again.
If you want to be Internet-less and waste your money, go ahead, join Now Broadband – You might as well sit in a dark, quiet room and throw your money out of an open window.
If I ever go to a friend’s house and they have Now Broadband, I’ll just stick with my mobile data thanks!
Safe to say, I have cancelled my direct debit with them, and have joined Vodafone Broadband instead. Fingers crossed this time!
- Location
-
- Location
- Margate
- Reviewing
- NOW Broadband
- Date
- 2017-09-09
- Comments
-
I was set an engineer visit 2 weeks from signup. The day before The visit, I called to find out where my kit was only to be told that the engineer will not show up, blamed on openreach like other posters have mentioned. They didn't have the decency to contact me. I was then told that the engineers will sort put the problem for a few days later. I called again to fimf out where the kit was and was told that am engineer had now been booked in another 2 and a half weeks. Once again I had to call to find out. Amonth is a ridiculous amount of time tp wait to get a phone and btoadbamd service. With their record, I will not be waitimg for it to be pushed to another two weeks so I will go somewhere else.
- Location
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- 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
- Middlesbrough
- Reviewing
- NOW Broadband
- Date
- 2022-06-15
- Location
-
- Location
- West Midlands
- Reviewing
- NOW Broadband
- Date
- 2020-11-08
- Comments
-
Useless. Had ordered Now Broadband package, BT Openreach engineer never turned up. I was at home all day and they couldn't be bothered to just knock on the door. Hiding behind the excuse of a missed phone call. Usually you're told to make sure someone's home on installation day. Now Broadband have been absolutely useless. For weeks I've had to chase them up for another engineer appointment. They said they would resolve the issue. A couple of times I was told a new installation date had been booked - lies. Apparently they were waiting for further advices and no appointment had been booked. When I confronted them about being lied to, the worker claimed there had been errors in the system for booking the appointment. Nearly a month later, they drop a casual email stating that my order has been cancelled. Hiding behind a vague email, not bothering to phone me to address what the underlying issues for cancellation were. I have stressed repeatedly to them that I have a lot of back log and I need the broadband installed ASAP. Too much miscommunication within their own organisation and staff are giving out mixed messages. Keep having to wait for 72 hour updates and in the end you feel that you are constantly chasing them up and they barely have the time to ring you. Really disappointed.
- Location
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- Location
- Durham
- Reviewing
- NOW Broadband
- Date
- 2023-06-22
- Comments
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Very slow and forever dropping signal, time for me to move on.
- Location
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- Location
- Nottingham
- Reviewing
- NOW Broadband
- Date
- 2018-12-25
- Comments
-
DO NOT GO WITH THIS COMPANY !!
Terrible terrible internet speed
Always popping on and off
We get 11 Kbps when they say it’s suspose to be 76 mbps
Do not go with this awful broadband biggest mistake you will ever make if I could give it half a star I would
- Location
-
- Location
- Enfield
- Reviewing
- NOW Broadband
- Date
- 2019-02-11
- Comments
-
Broadband is throttled then cut off immediately whenever used for more than 1mb/s (despite claims of no usage caps). Customer service is non existant, contact numbers are near impossible to find and when we found one we were charged £60 on our next phone bill. Live chat 'conveniently' doesn't let you log in whenever there is a problem. Even if you do manage to get through to someone their "troubleshooting" consists of unplugging and restarting your router over and over again until they throw up their hands and call an engineer (within 3-5days) to do the exact same until they finally even think to look into it at their end. If you want to end your contract early you can either cancel and pay nearly the rest of your monthly payments up front or call them up and no doubt be charged the same amount, if not more, in your phone bill. Don't let yourself be trapped in this scam.
- Location
-
- Location
- Norwich
- Reviewing
- NOW Broadband
- Date
- 2023-02-09
- Comments
-
Only been with Now broadband for a few weeks. Engineer got it up and running but did say there was an issue outside and someone would come and take a look - nothing. Now my broadband has been completely down since Saturday and No definite answer for when they will rectify.
- 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
- Aberdeen
- Reviewing
- NOW Broadband
- Date
- 2022-09-01
- Comments
-
Been paying for their internet for 2 weeks but they've still not successfully installed our internet and keep delaying things to the point it's beyond a joke now.
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- NOW Broadband
- Date
- 2023-01-22
- Comments
-
Absolutely dreadful customer service. No internet 8th December 2022, called Now and was told we needed a new router, don’t know why other than it was clearly kaput. It’s 22nd January 2023 and there’s still no sign of the router. Thankfully the internet spontaneously began to work again some days later or I wouldn’t have been able to work from home. Had the connection suddenly not rectified itself I’d be nearly 2 months down the line with no internet. Tried contacting Now who honestly and frankly don’t give a monkey’s [even I you are recently bereaved] and the biggest insult when you DO get to speak to someone is that your complaint won’t be picked up until the new router is in situ because “you might want to claim more” - claim more what? I want a refund for the period I was without a viable internet service and I want a provider that can be relied on and who actually cares about their customers. DO NOT GO THERE, there’s a reason Now is so cheap and that’s because they are, cheap and downright nasty.
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2021-06-02
- Comments
-
Signed up for fibre. Due 30 April.not supplied. Phoned 10 times and no reason given . Kept closing complaint though not resolved. No service to date and no feedback. Utterly appalling service. Should be made to stop offering broadband as obviously incompetent
- Location
-
- Location
- Birmingham
- Reviewing
- NOW Broadband
- Date
- 2021-08-17
- Comments
-
Terrible service. After 6 weeks we still haven't got broadband even though open reach had the line connected straight away. I've spoken to numerous people on the phone and it was only the last person I spoke to who spotted the problem. I can only assume the other are either badly trained or just incompetent. I cancelled and have now signed up with Virgin. Absolute waste of time, wouldn't go near them as a broadband provider
- Location
-
- Location
- London
- Reviewing
- NOW Broadband
- Date
- 2022-12-19
- Comments
-
Honestly, just don’t even consider Now Broadband. They might be cheap but if you can’t even use the internet, it’s a waste of money. When it is working you can only get broadband if you are in the same room as the router, and it goes down constantly. I’m currently on day 4 of no internet and they are now saying it will take another 3-5 working days for an engineer to come. Every conversation with their customer service is a run down of the many excuses why it’s not their fault or why they are not contractually obliged to assist. Please don’t waste your time and money with this company. Truly an appalling experience.
- 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.