Same has happened to me, I took the contract out for my mum who is very poorly and spends a lot of time calling her go surgery. I was quite excited to find this deal and told her it even included mobile numbers. She doesn’t use online banking and has only now realised that they are charging an extortionate amount for calls, I am absolutely fuming! Trying to speak with someone is like getting blood out of a stone. When you go onto live chat they direct to to here, which is basically a chat room for customers, no input at all from now. I think I shall make a Complaint to ofcom
Don’t struggle with Live Chat, call the Broadband Helpline number under My Account/Broadband & calls/Moving Home (even though you aren’t).
If you don’t see anything on your account, try it on your mother’s account, as it only appears for those who are signed up to Broadband,
Yes, me too, and their call charges are very expensive so why anyone would consciously choose pay-as-you-go defies reason. I shall phone the Now broadband team and if i can’t get this issue resolved I shall contact Ofcom. I’d be interested if you had any success.