Very Confused NOW Broadband Customer

fallen121

DepositSaver said:

To add, my Now guy also seemed almost angry, it was such an odd conversation. 

Well this is doubly weird because this was EXACTLY the attitude of the guy I spoke to. Same guy, fed up with numerous customers all phoning with the same complaint, maybe? All I can say is, it seemed so weird reading someone else's almost identical mirror image account of pretty much the exact same phone conversation!

DepositSaver

The confusion continues! I've called Now again, intending to switch to Sky, and spoke to a very nice not at all angry man who confirmed the router won't get updates and they won't replace if it breaks. He said if I want to go with Sky I'd need to do it via Sky, but also offered me a switch to "Now superfast" which is a new offering from Now, isn't Now powered by Sky (because that's only FTTP) and comes with a new router.

I really do think we both might have spoken to the same almost angry man as the other 2 people I've spoken to were helpful, not angry, and confirmed the contents of the email were correct. Now need to choose between Now and Sky. I am a little put off Now by last night's man, and a bit confused about why their full fibre is "powered by sky“ but their part fibre isn't. 

Ectophile

I get the impression that Sky wants to shut down NOW broadband.  If you go to the NOWtv web site and click on broadband, it pushes you straight to Sky.

In my area, it seems that Openreach fibre to the home is now available.  So fibre to the cabinet is now obsolete.  If I follow the link to Sky in the email, the only options are different speeds of fibre, including the budget one that is very similar to the speed I'm getting at the moment.

Personally, I don't mind the option of switching to fibre.  But they have given such short notice.  It will have to be an engineer install, so I have to take time of work.  In the meantime, they said that if my NOW router goes wrong, that's tough.  They won't even replace it with a used one.

moonpenny

Yesterday I signed up again for Fab Fibre with Now .  I have been with Now for a few years with a similar package.  However I am now regretting it and considering pulling out.

I knew about the trouble with routers not being upgraded etc but since the new deal started (today) I cant get half the websites I could before. 
It wont connect me to U switch as I am desperately looking for an alternate provider though I can get U switch on my phone and tablet.  I can only presume its the router that's the problem as other sites are not available too.
I thought, why am I paying for something and only getting half a job with a router that is next to useless.

I thought the easiest thing to do would be cancel the deal I have with Now (14 day cooling off) and sign up with sky Now broadband but going over and over the terrible website trying to find stuff I have decided bad idea.

Has anyone else had trouble with this?

prowla

DepositSaver said:

I also had the same confusing phone conversation with Now earlier this evening. Was told there is no such thing as software or security updates for routers, ... 

That's baloney (though appliance software updates are often called "firmware").

My router (completely different BB supplier and manufacturer) had an update a couple of days ago.

As to whether Now do or have (ever) issued updates to their supplied kit; their web page (https://www.nowtv.com/gb/help/article/important-information-about-your-now-broadband-hub) states "while your hub continues to work and keep you connected to the internet, it no longer receives service or security updates".

Evidently that says there is such a thing too.

Looking at their notice on that page...

They've given 3 options, but a 4th option (I think you can do this with the Now-branded Sky unit) is so switch the hub to modem-only mode and connect your own router to it.

For a 5th option, if it fails it may be possible to replace it like-for-like; there seem to be plenty of the boxes available on the used market.

Boohoo

moonpenny said:

Yesterday I signed up again for Fab Fibre with Now .  I have been with Now for a few years with a similar package.  However I am now regretting it and considering pulling out.

I knew about the trouble with routers not being upgraded etc but since the new deal started (today) I cant get half the websites I could before. 
It wont connect me to U switch as I am desperately looking for an alternate provider though I can get U switch on my phone and tablet.  I can only presume its the router that's the problem as other sites are not available too.
I thought, why am I paying for something and only getting half a job with a router that is next to useless.

I thought the easiest thing to do would be cancel the deal I have with Now (14 day cooling off) and sign up with sky Now broadband but going over and over the terrible website trying to find stuff I have decided bad idea.

Has anyone else had trouble with this?

Have you gone into Broadband Buddy on your Now TV account and adjusted the parental controls?

That maybe why you can't get to certain websites.