Now TV Broadband alert

I set up an account for my deaf 88 year old mother via a moneysavingexpert linc. The deal was £5 set up and £18/month for Now Brilliant Broadband 11Mbs and free anytime calls, with the option to retain the existing landline number (same deal available via moneysupermarket.com). Since signing up there has been nothing but trouble – lost the old number (had for 50years) and have run up call charges of £61.26 in less than a week (no calls over the one hour limit). What was advertised was not what was received! After many phone calls, I am told that there is nothing I can do. I have had to set up a phone password for my 88 year old, deaf mother, who has had to inform all her contacts of the new number. Talking to Now, is a complete waste of time. They deny that the original package existed at the point of signing up. True, they had removed it from the MSE site, but was still showing on moneysupermarket site on 21.5.22 (and I have a screen shot as evidence). I was told by customer service that they are not bound by package conditions show on third party sites such as MSE. My 88 year old mother is now terrified to use the phone “free calls” costing more than £60/week so far! My new mantra is: don’t try to fix what isn’t broke! Now TV will make you pay for it! Whatever you do, don’t expect a sympathetic hearing from Now TV – you won’t get it!


Comments

  • mgns
    mgns Posts: 51
    First Anniversary First Post Combo Breaker
    Forumite

    When you signed up, did you receive a confirmation e-mail from NOW? If so, this should detail what your package/monthly bill comprises of. If this includes 'Anytime Calls', then you could use this as proof to claim back the call charges.

    Looking at the current NOW offers, it does look like they have started to charge for call packages, so you may still be on the 'Pay As You Go' tariff and incurring call charges.

    I don't know if you are still within the cancellation period and can go back to you old provider - this may help in trying to get your old number back. Otherwise, signing up to Plusnet/BT will give you the best chance of getting your number back. It may be best to call and discuss it with them before signing up online.

    In my experience, NOW are prone to making mistakes but are quick to sort them out. It's best to double check what you have signed up for, via the online account and e-mails, before doing anything that may incur charges.

  • Thank you for your reply.  Apparently Now stopped the "anytime calls" on 1/5/22, but obviously they hadn't informed the likes of MSE, etc.  I have cancelled the service and will wait and see how that process goes before approaching Ofcom, Rip Off Britain, etc.
  • Neil_Jones
    Neil_Jones Posts: 8,802
    First Anniversary Name Dropper First Post
    Forumite
    mike31437 said:
    Thank you for your reply.  Apparently Now stopped the "anytime calls" on 1/5/22, but obviously they hadn't informed the likes of MSE, etc.  I have cancelled the service and will wait and see how that process goes before approaching Ofcom, Rip Off Britain, etc.

    Your attention is drawn to the notice of every web page of this website:

    "We think it's important you understand the strengths and limitations of the site. We're a journalistic website and aim to provide the best MoneySaving guides, tips, tools and techniques, but can't guarantee to be perfect, so do note you use the information at your own risk and we can't accept liability if things go wrong. This info does not constitute financial advice, always do your own research on top to ensure it's right for your specific circumstances."

    So in other words:  if you just took the word of this website and assumed it included inclusive calls when it turns out it didn't, then because you didn't check what you were getting, who's fault is that?

    And Anytime calls are still showing as available here:


  • Just what someone needs to hear when they're distressed... poor bloke!

    That's quite worrying, OP, as I was going to move over from Sky to Now as Sky was doing the same to us. I'm currently paying about £70 a month for Sky TV (basic), broadband and "anytime" calls. They also messed up our telephone number that we also had for 50 years. I know they're the same company but Now is meant to be cheaper. 

    When you signed up for the deal, did you call them to ask to keep your number or did you click on the link on this website?
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