Now TV Broadband

Fleabite

Martin says that Talk Talk has bad customer service, but I think NOW TV Broadband is worse.

I ordered broadband on 15 August, but have still not got the router.

Trying to get through to anyone is awful. I tried Live Chat and all it said that 'an advisor's on its way.' I gave up after 15 minutes. I then tried the customer service line and it told me I had to wait up to 15 mintues. After 16 minutes I gave up again.

I tried live chat again and after waiting 18 minutes live chat told me my order had been rejected and I had to cancel and start another other. I had not had any email about this and they still had my £9.95 for the router. Unfortunately, before I could ask why, I had to answer the door to a delivery and, by the time I got back, they had timed me out!:mad:

So, I started again and had both the phone and chat running simultaneously. Phone said up to 20 minutes wait and chat just kept say 'an advisor's on its way'.Phone was answered in 21 minutes and they said they couldn't hear me and hung up!:mad:

So phone is on again and chat still running for an advisor. After 11 minutes I get through, via the phone, to advisor. He said the it had been rejected because someone else was trying to access my phone number and so it was rejected?! Again, he said I had to cancel the order and try again after 4 hour to re-order. I decided to cancel the order as I really didn't want to go through the hassle if it went wrong again.

Anyway, that is my experience. I hope anyone who applies has better luck than me!

FB

morgana

I I'm having problems with them too. Decided to go with them after reading the MSE newsletter of their offers in Aug. After I place my order I had 4 emails asking me to complete my order by phoning a number which I did to be told these emails are sent automatically and just to ignore them because my other already was completed. Same problem with the gift card emails
. I asked when they would take the £9.99 for the Hub. I was told it would be taken on the connection date of 4th September but it was actually taken the day after I placed my order.
September 3rd an engineer called me and told me to take the Virgin plug out of the phone socket and something else I can't remember. I wasn't sure what he meant so he came round and went under my desk to sort this out.
He told me I had the wrong cable from my phone socket and I would need a filter for Sky. But he seemed to attach the NOW Hub and checked his phone to say that I was getting 40 Mp on the NOW box.
I was surprised because on the NOW website the progress of my order said do not connect your box just yet.
Sept 4th, connection day. Checking my phone and tablet I could see that the NOW network was available so put in the password and it worked fine with them
I am still with Virgin because they wanted a 30-day cancellation.so unplugged their Hub. But then I found that I had no internet on my PC from NOW.
I checked their website and in technical checks was a big red box saying that it wasn't possible to take my payment from my credit card so payment was overdue as Ibwas asked to make a payment that way. This really concerned me but I was puzzled as they had already taken the delivery charge off this card with no problem.
As the other forum poster said trying to find a phone number on their website is near impossible but I did find one and called them. But when they said I was in a queue on my car would be answered in 15 minutes I hung up and tried live chat which again is not easy to find. I explained my 2 problems and was told I had come through to Now TV and they will transfer me to Now broadband. I was still waiting for that to happen 15 mins later. When the next person did come on I explained my two problems again but after 5 minutes there was no reply. I waited another 5 minutes but it was obvious they 'd cut me off.
Decided to try again this morning atc8am and after a short wait got through to technical. Explain my two problems yet again to be told that there was a problem with connection at the exchange. He explained that this was also why I had the red payment message implying there was a problem with my card when it was actually because they wouldn't take payment until I was actually connected. But nobody had contacted me with these explanations until I called 24 hours after connection should have happened. He checked and said nothing I've been done about the exchange and nobody had come back to him about it. He promised that somebody would call or email when it was cited but so far nothing has happened and nobody has contacted me.
I am finding this all very stressful and expected more from a Sky owned company. Happy that I'm still connected to Virgin until the cancellation period ends on the 13th but I don't have confidence that much will have change by then
This is the first time I have switched broadband and I'm very unimpressed by this company. I wouldn't recommend them to anybody

JT007ROV

Our exchange was the first in our are to go digital, in fact BT Openreach used it as a test bed before launching Broadband then Fibre.  Some first line call centre teenager tells me i cant get NowTv Brodband as its not in my area, There are sky users in my area which would indicate that Sky was also available at my exchange.  I pay for 32mb Broadband at present and actually receive 36mb on average.  Other suppliers have not had an issue with making offers to take on my service, so i now feel that they are making this personal - why is my money no better than someone else's.  No wonder consumers get angry, irate and use abuse to idiots who offer a poor service.  As for customer service who can we complain to, the trading standards no longer provide public access instead they steer you to the Citizens Advice Bureau - a bunch of volunteers who are not necessarily legal professionals or trained.  BBC watchdog don't bother taking public complaints unless its good tv viewing and Martin Lewis is more interested in pushing savings than beating down on poor customer service.  What a crock this country has turned into.  So the prize for crap customer service this week goes to NowTV.  I say this week as i'm sure ill get an equally crap service from someone else next week.

JT007ROV

The switching process is supposed to be governed by a legal guarantee/obligation all UK providers are supposed to have signed up.  The government and ofcom instigated a charter to make it simpler for consumers to switch - basically they are supposed to make it easier for us to switch and take the hassle out of switching.  I wonder how many complaints are on this site regarding the suppliers failing to offer such a service.  Last time i switched i had problems because my phone line was bundled, switching electric and gas this week we discovered that our postcode was incorrectly entered onto the national database.  both of these issues are beyond the consumers control and as they are part of a suppliers infrastructure if not actually the governments as well.  Then why did i have to waste an entire day to try and switch a service with the first line telephone operative yet again failing to assist or make switching easy.  apparently the only person who can correct the error on the national database is the supplier i intend to leave, of course they are only too obliging as i'm leaving them. NOT!.  I chased down the body responsible for the database who i must say were very helpful, apart from telling me only my old supplier could do the correction - apparently to avoid duplication. fair enough.  But why do i have to spend my time sorting out this crap whilst paying excessively for a poor service.  Nuisance calls is another bug bear, Only BT offers a service to block callers on its telecommunication network.  1. its our network (the tax payer), its least to BT who charge us £19 a month for the privilege of using our network. 2. openreach are supposed to operate the telephone exchanges now where the digital cards are which enable the call services, this would mean that any vendor should be able to access the services. 3. technically we are all paying BT for the use of the equipment no matter who we are with.  Line rental is charged by all Broadband suppliers who provide services through the telephone line.  I think we have bigger issues in this country than Gretta Thunderpants getting her nickers in a twist over the planet.

littleboo

You misunderstand some fundamentals of the telephone and domestic broadband network.
The Openreach network is not owned by the tax payer, the asset belongs to BT Group, and Openreach manage and operate the network
Openreach charge around £7.70 per month for line rental, retailers such as BT Consumer, Sky, TT etc then add on their costs, a margin and then VAT when they sell it to the end customer.
Providers who rely on the OR network will need to rent the local from Openreach, however, they can use their own equipment in BT exchanges to provide broadband and carry calls.

macman

morgana said:

I I'm having problems with them too. Decided to go with them after reading the MSE newsletter of their offers in Aug. After I place my order I had 4 emails asking me to complete my order by phoning a number which I did to be told these emails are sent automatically and just to ignore them because my other already was completed. Same problem with the gift card emails
. I asked when they would take the £9.99 for the Hub. I was told it would be taken on the connection date of 4th September but it was actually taken the day after I placed my order.
September 3rd an engineer called me and told me to take the Virgin plug out of the phone socket and something else I can't remember. I wasn't sure what he meant so he came round and went under my desk to sort this out.
He told me I had the wrong cable from my phone socket and I would need a filter for Sky. But he seemed to attach the NOW Hub and checked his phone to say that I was getting 40 Mp on the NOW box.
I was surprised because on the NOW website the progress of my order said do not connect your box just yet.
Sept 4th, connection day. Checking my phone and tablet I could see that the NOW network was available so put in the password and it worked fine with them
I am still with Virgin because they wanted a 30-day cancellation.so unplugged their Hub. But then I found that I had no internet on my PC from NOW.
I checked their website and in technical checks was a big red box saying that it wasn't possible to take my payment from my credit card so payment was overdue as Ibwas asked to make a payment that way. This really concerned me but I was puzzled as they had already taken the delivery charge off this card with no problem.
As the other forum poster said trying to find a phone number on their website is near impossible but I did find one and called them. But when they said I was in a queue on my car would be answered in 15 minutes I hung up and tried live chat which again is not easy to find. I explained my 2 problems and was told I had come through to Now TV and they will transfer me to Now broadband. I was still waiting for that to happen 15 mins later. When the next person did come on I explained my two problems again but after 5 minutes there was no reply. I waited another 5 minutes but it was obvious they 'd cut me off.
Decided to try again this morning atc8am and after a short wait got through to technical. Explain my two problems yet again to be told that there was a problem with connection at the exchange. He explained that this was also why I had the red payment message implying there was a problem with my card when it was actually because they wouldn't take payment until I was actually connected. But nobody had contacted me with these explanations until I called 24 hours after connection should have happened. He checked and said nothing I've been done about the exchange and nobody had come back to him about it. He promised that somebody would call or email when it was cited but so far nothing has happened and nobody has contacted me.
I am finding this all very stressful and expected more from a Sky owned company. Happy that I'm still connected to Virgin until the cancellation period ends on the 13th but I don't have confidence that much will have change by then
This is the first time I have switched broadband and I'm very unimpressed by this company. I wouldn't recommend them to anybody

You won't ever be able to get phone or broadband from NOW (or any other provider) via your VM cable and socket. VM runs on an entirely separate network to BT OR, so your provider either needs to reprovision an existing old BT connection, or install a new line.
It's not clear from your account what has actually been done. 

couriervanman

Well i'm with Now Broadband and they are fantastic,,,,,speed has never dropped below 70mbps on the super fibre package

ChristineMo

I tried to switch, but they say they cannot transfer my telephone number, so I would have to have new number - any idea why not?

Space_Captain

ChristineMo said:

I tried to switch, but they say they cannot transfer my telephone number, so I would have to have new number - any idea why not?

I switched and kept the existing number but a relative who joined them had to have a new number. 

We've both had a good experience with Nowtv broadband and phone. £18 for standard broadband (14 Mbps) and inclusive calls. Also got 12months of movies for £60.