699 Customer Reviews over 18 pages
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- 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
- 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
- Sheffield
- Reviewing
- NOW Broadband
- Date
- 2020-05-07
- Comments
-
I switched from Sky to Now Broadband a week ago, Sky had hiked their prices and and lengthened the contract to 18 months so time for a change. I cannot get fibre broadband in my village so standard broadband it has to be.
The switch over was very easy,kept my phone number, router arrived recorded delivery in plenty of time for start date, plugged router in at 8.30am on morning of start date and was connected straight away. Been going a week now and getting average speed around 14Mb which is good for my area.
The offer of £18 per month which includes broadband and all inclusive calls is a good deal and I am pleased to have taken this up. No comment on Now TV as I do not have it.
- 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
- Glasgow
- Reviewing
- NOW Broadband
- Date
- 2023-04-12
- Comments
-
Customer service beyond erratic. If you want frustration, this is the company for you.
- Location
-
- Location
- Glasgow
- Reviewing
- NOW Broadband
- Date
- 2021-03-24
- Comments
-
I have been with these guys now broadband ( sky ) speed is a joke and so is the phone line no one has contacted me from when in contacted them regarding this . Also the no debit allowed needs to be paid once a month but phone or online also a joke I signed up to £28 per month I will be lucky if they have taking this payment more than once always more for some reason
- Location
-
- Location
- co. durham
- Reviewing
- NOW Broadband
- Date
- 2022-08-24
- Comments
-
total waste of money speed rubbish only 1/3 of what now state i am getting had to change cctv to wired as broadband rubbish internet keeps dropping off cannot wait for contract to end to change provider have given 1 star as i cannot give less
- Location
-
- Location
- Yorkshire
- Reviewing
- NOW Broadband
- Date
- 2023-10-05
- Comments
-
Nowtv broadband should in theory be fine, but they use cheap routers that crash anytime you use them too much. They're bog standard, cheap as can be, limited features and poor range.
- Location
-
- Location
- LEICESTER
- Reviewing
- NOW Broadband
- Date
- 2023-03-19
- Comments
-
Switched from BT which worked in the garden this is poor in the same room i will cancel as soon as i can
- Location
-
- Location
- Stroud
- Reviewing
- NOW Broadband
- Date
- 2023-04-23
- Comments
-
Terrible packet loss and high latency during prime time hours makes this unusable for online gaming and the constant buffering, even at low resolution, could make movies unwatchable.
- 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
-
- Location
- Fareham
- Reviewing
- NOW Broadband
- Date
- 2020-07-12
- Comments
-
I've been with several providers over the years, ntl, then virgin, BT, etc. I've been with nowtv broadband for a year. I don't understand other people's issues, I had no problem contacting customer services in the first week, and an engineer was sent out in 3 days, who found my issue was wiring in my house, and fixed it free. The price is excellent, I've no issue connecting 8 devices to WiFi all over the house, and speed is as promised. Yes, twice over a year the signal dropped out, but both times it restarted within a few hours, and this happens with all providers from time to time. I'm most happy.
- Location
-
- Location
- Stoke on trent
- Reviewing
- NOW Broadband
- Date
- 2022-07-25
- Comments
-
Absolute crap, has to be the worse broadband I have ever experienced. The wifi won't even reach the bedroom above. The signal has never been full downstairs now for 3 wks. I wish I never signed up. BT we're far better.
- Location
-
- Location
- Aberdeen
- Reviewing
- NOW Broadband
- Date
- 2020-08-16
- Comments
-
I originally signed up with NOW Broadband as they offered the best value deals, but as I've discovered that comes at a cost. I have no issue with the broadband speeds, but I've had several issues with service drop outs. After line tests they have insisted on having an Engineer access my property at great inconvenience even though the faults have all been at the exchange.
A few weeks ago I received an email telling me another supplier had requested to take over my line. I immediately phoned them and told them this was a mistake and not the case. I was advised they would put a stop on the line transfer and I'd receive an email confirming when this had been done. No email was received, so I called them back again. I was given no explanation as to why the stop hadn't been actioned, but they would deal with it straight away and I was assured my phone line would not be cut off. On Friday my phone line and Broadband were cut off! After numerous phone calls (you have to go through the same set of security questions twice every time and they have a habit of cutting you off when they try and transfer you) I've been told my only option is to sign up as a new customer again - which will take 14 days. Also, my phone number of 26 years has been deleted and I can't have it back! They have accepted they should have actioned the 'stop' on the line transfer but just didn't bother, so tough luck it's too late now!!!!!
I now have no phone and Broadband for at least 2 weeks during our 2nd lockdown in Aberdeen.
Don't be tempted by the cheap deals, they're hopeless!
- Location
-
- Location
- Stoke On Trent
- Reviewing
- NOW Broadband
- Date
- 2023-07-13
- Comments
-
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
- Liverpool
- Reviewing
- NOW Broadband
- Date
- 2023-12-01
- Comments
-
Please please avoid.
Where do I start. I was meant to go live on the 30 August, and it’s now the 1 December and still my account isn’t live. I’ve had 4 engineer appointments scheduled and 4 times no one turned up, without a phone call or text message saying they couldn’t come. The customer service team is beyond inept. It infuriates me how useless and incompetent they appear to be, I’m just amazed at how such a big company appears to be so amateur.
Please shop elsewhere. There are other providers that will charge slightly more but atleast it’s a better service. Definitely a lesson to not go for the cheapest option. I will definitely be switching my provider when the year is up.
- Location
-
- Location
- Liverpool
- Reviewing
- NOW Broadband
- Date
- 2023-12-01
- Comments
-
Please please avoid.
Where do I start. I was meant to go live on the 30 August, and it’s now the 1 December and still my account isn’t live. I’ve had 4 engineer appointments scheduled and 4 times no one turned up, without a phone call or text message saying they couldn’t come. The customer service team is beyond inept. It infuriates me how useless and incompetent they appear to be, I’m just amazed at how such a big company appears to be so amateur.
Please shop elsewhere. There are other providers that will charge slightly more but atleast it’s a better service. Definitely a lesson to not go for the cheapest option. I will definitely be switching my provider when the year is up.
- 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
-
- 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
-
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
-
- 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
- Uxbridge
- Reviewing
- NOW Broadband
- Date
- 2024-02-09
- Comments
-
I've been with NowB for a few years now. Back in Aug 23, I received an email saying I have two options and one of them was to keep what I had for which it said: "Do nothing and continue with your existing membership for £30.49 a month". Overall this was a better option and I "did nothing" to remain on that package. However I noted they started charging me £48 rather than 30 (do nothing option). I called today to seek refund, they say you never called back to confirm your new package and that's why you're on the standard rate.
I called this daylight rubbery!
- 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
- Glasgow
- Reviewing
- NOW Broadband
- Date
- 2023-10-26
- Comments
-
NOW Broadband is cheap for a reason so I’d advise you to save you precious time and sanity and go elsewhere.
Twice I have tried to sign up with NOW Broadband, but it would seem they don’t want any new business.
The first time a few months back, I signed up with NOW for the first time. I received all the relevant letters and the router to my home address, first step went wonderfully. It then got seemingly complicated when receiving emails advising they had another address for us in the same street and could I confirm the correct address. I dutifully replied 3-4 times, telling them the correct address and outlined, they must have it as I had received the router to the correct address (having never vining any other address). Despite this and further emails from NOW asking for clarification, in spite of my replies, they cancelled the new set up without warning, leaving me with no broadband.
A glutton for punishment and ever the optimist, I decided that lightning couldn’t strike twice in the same place and was drawn in to their price tag but wish I’d saved myself the bother. Everything seemed to go without a hitch initially, having been successfully transferred over to NOW for more than 2 weeks. However, alas! it was too good to be true, after our broadband was abruptly cut off and later that evening, waited nearly an hour to speak to someone to establish what had happened.
They assured me they’d call us back the next day as they closed at 8pm. We did get a call back to say there was issues with ‘activating our broadband’, despite us using it over the past 2 weeks. However, the following day, whilst just arriving on holiday, I received an email to advise that my NOW broadband was cancelled as of immediate effect, with no desire to resolve this issue and retain my business, for a second time.
I won’t be stupid enough to give them a 3rd try and have happily paid a further £4/month to secure broadband with Plusnet.
If it seems to good to be true, if often is. So, if you’re considering jumping to NOW broadband, do yourself a favour and go elsewhere. They have THE WORST customer service ever, particularly when we were new customers. There is no desire to resolve any issues, with a preference to instead cut new customers off as they seemingly can’t be bothered establishing what’s went wrong. Absolute shambles of a ‘service’
Also worth noting that it is near on impossible to obtain a telephone number to speak to someone, the web chat bot is dreadful and sends you in a constant loop without either helping or allowing you to call a number and speak to someone.
Clearly under resourced and designed to offer minimal support when you need it. Avoid at all costs.
- Location
-
- Location
- Bournemouth
- Reviewing
- NOW Broadband
- Date
- 2024-03-06
- Comments
-
Broadband is crap! Do not buy!
I’ve called 20times regarding my speed and keep being told it’s at the levels expected despite my own speed tests being way under. I can’t have a teams call and upload or download at the same time and god forbid I want to watch a film on Netflix!! Customer services tell me there is nothing wrong so I can’t get out of my contract and if I want to leave early I have to pay off the entire contract plus a cancellation fee!! Disgusting service
- 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
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.