Now broadband price increase with no notice period

mrochester

Hi all.

I have just seen that Now broadband have charged £23.50 to my credit card this month as opposed to the usual £20.

When I have logged into my account I can see that the basic service price is now £38.50pm with a £15 discount as opposed to £35pm with £15 discount.

I have checked the ‘Messages’ section under my broadband account and the only message from Now is to inform me of my options when my minimum term ended in October 2022.  

Just quickly, should I have received notice of this price increase even though I am on a rolling contract with a recurring card payment as opposed to a direct debit?

Many thanks.

M.

mrochester

Spoken to Now broadband who have advised that communication for a price increase was likely to have come from Sky, not Now Broadband.  This would have been sent either by email or by post, and is why there is no message informing me about a price increase under my Messages section.

This feels a little bit like an underhanded and misleading process.  If I had received something from Sky, I would have likely dismissed it out of hand as I am not a Sky customer.

Is it right that Now Broadband can hide behind it’s parent brand when communicating with customers about price increases?

paul2louise

i have just spoken to NowTV and they say that the email was sent in May. I told them that i had all the emails but nothing about this price increase yet i had one in March telling me about call charges that wouldnt affect me. I am now too late to change my mind so stuck with the price increases. So not sure what my options are. I managed to get sky to do discount their stupid increases by complaining further so not sure what i can do with this problem

QrizB

paul2louise said:

i have just spoken to NowTV and they say that the email was sent in May. I told them that i had all the emails but nothing about this price increase yet i had one in March telling me about call charges that wouldnt affect me. I am now too late to change my mind so stuck with the price increases. So not sure what my options are. I managed to get sky to do discount their stupid increases by complaining further so not sure what i can do with this problem

Are you the OP but posting from a second account?

If so, you have said you are out of contract. Can you switch elsewhere?

paul2louise

QrizB said:

paul2louise said:

i have just spoken to NowTV and they say that the email was sent in May. I told them that i had all the emails but nothing about this price increase yet i had one in March telling me about call charges that wouldnt affect me. I am now too late to change my mind so stuck with the price increases. So not sure what my options are. I managed to get sky to do discount their stupid increases by complaining further so not sure what i can do with this problem

Are you the OP but posting from a second account?

If so, you have said you are out of contract. Can you switch elsewhere?

no i just had the same problem and joined this discussion. I am in contract until december so cant switch as i didnt do it in the time they allowed as i didnt recieve the email

mrochester

As it happens I am out of my minimum term with Now and have arranged a move to another provider given their poor communication over this.