Disgusted to be charged for NOW's awful phone support on 0330 number!

[Bloke33]

I'm disgusted to find I am being  charged for phone support on NOW's 0330 number!  Sitting in a queue for 30-minutes being charged in order to ask them how how much it costs me to ring overseas is infuriating. I noticed they put the prices up 2-days ago but it's so badly put together it doesn't make any sense. Nothing is straightforward and easy to access. Probably hard to find any info by Design so customers have to phone up and they make even more money out of us. I find it highly unethical to be making money out customer support.

Call tariff guide so aggrovating. Why can't they just make a list saying cost to Spain xx USA xx France xx. Instead they deliberately obfuscate.

I need to know the call costs for France Germany Spain and USA.

The artificial intelligence Bot is about as much use as of barbers on the steps of a guillotine! Totally infuriating. Only you can only ask it questions they want you to ask. Pathetic waste of pixels!

[gavs82008]

@Bloke33 

Email customer support using the address in the below picture.

 

[Bloke33]

Thanks for responding but I need to make a phone call today. Email support is useless. Information should be clearly indicated somewhere on the website. But it isn't. Total incompetence or maybe just deliberate so we have to call and they charged us for it.

[schnapps]

Hi @Bloke33 

This information is on the NOW website.

https://www.nowtv.com/calls 

Don't know if it's any help, plus there is a link on the page with the current call Tariffs.

[Bloke33]

But there have been price increases on 1st Nov 2021... this has not been updated.

[RoyB]

@Bloke33 

No?

https://web.static.nowtv.com/images/docs/SNG_Nov2021_NOW_INT.pdf

[Bloke33]

@Anonymous User This is mobile phone tarif's. 

[RoyB]

@Bloke33 

OK, I was working off this:-

https://help.nowtv.com/article/How-much-do-calls-cost

There are two lists that are updated for November 1st, and one that is still dated June 1st.

I am presuming that the June one is still current, and hasn’t been updated as none of the rates shown there were changed on 1st November.

Am I wrong about this, though?

[Bloke33]

@Anonymous User 

I appreciate you are trying to help but my post is a complaint about the appalling wait time for phone support. And being charged through the nose for it. I needed to make a call to Spain but had no idea of the cost until it was too late to make the call.

I've called support several times and I have no idea how much that has cost me yet. I just think it's disgusting to charge for support. Support should be free... not an opportunity to screw more money out of their customers.

[RoyB]

@Bloke33 

Yes, I can call BT about my broadband on an 0800 number.

I have this vague recollection that calling Now Broadband used to be free for its subscribers, perhaps still is if they have a way of crediting 0330 numbers back. But don’t quote me 😛

And I guess you didn’t spring for Anytime calling?

I suppose that, as your broadband was actually in place, you could have called them over Skype, or whatever passes for that today.

Still, somebody had gone to the trouble of putting all the information you needed in the Help, and looking that up would have been free. Did it not occur to you to do that, or did you try but couldn’t find it?

In which case we should be making recommendations to make it easier to find 😢

[Bloke33]

@RoyB 

As i said previously...

Typing "NOW overseas call charges" into google should come up with the page for overseas call charges but it doesn't. It comes up with a link to hundreds of charges for everything but the cheap overseas tarifs which is one of their best selling points. A simple search for NOW overseas call charges should display this link https://www.nowtv.com/calls

[RoyB]

@Bloke33 

Top hit for me….

[Bloke33]

@RoyB 

Same as me but you are not looking at the results.

[RoyB]

@Bloke33 

3. A flat charge of 2p per minute applies to geographic landline calls to Austria, Australia, Belgium, Canada, Cyprus, Czech Republic, Denmark, France, Germany, Greece, Hungary, Irish Republic, Italy, Luxembourg, Netherlands, New Zealand, Norway, Poland, Spain (inc Canary Islands), Sweden, Switzerland and calls to USA (also includes mobiles in Canada and USA) irrespective of the length of the call. A 25p connection fee applies to all non-EU destinations.

How do you mean?

[Saint1976]

@Bloke33 call the free number in the link below

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

[Bloke33]

@Saint1976 

Thanks for the free number. It would have made all the waiting less painful over the years. It's no mystery why it's not displayed where I found the 0330 number. 

[schnapps]

Hi @Bloke33 

The 0330 helpline numbers found under the My Broadband & Calls section of your NOW Broadband online account or following the get in touch method from the Broadband links on the NOW Help Centre should be free of charge to NOW Broadband customers calling from their NOW landline according to this NOW help article linked below.

https://help.nowtv.com/article/how-much-does-it-cost-to-call-now 

[Bloke33]

@schnapps The 0800 number should be visible on the top of every page with a disclaimer stating "you may have to wait over 40-50 mins for us to answer your call"

There is no call back service like many other companies use so why don't they make it less painful for customers by employing a few more agents to answer the excess calls. They definitely know their most busy times of day but don't seem to care about their customers waiting so long.

Typing "NOW overseas call charges" into google should come up with the page for overseas call charges but it doesn't. It comes up with a link to charges for everything but the cheap overseas tarifs which is one of the best selling points. A simple search for NOW overseas call charges should display this link https://www.nowtv.com/calls

If they are not charging for customer support calls then they should display the fact. They don't make things easy on us or themselves by leaving out good points and bad points. I can only guess that is down to poor management decisions I've mentioned above.

[schnapps]

Hi @Bloke33 

Sounds like you had some bad experience when phoning NOW Broadband.

I can only go by my personal experience and on the small number of occasions that i have used the 0330 helpline telephone numbers showing on my account the average call time getting through varied between 15 to 20 minutes for me.

To be honest i have never looked at NOW International call charges (so not clued up on it), because it is something that doesn't affect me personally and i am only interested in UK landline and UK Mobile phone calls on my NOW Anytime Calls package for my NOW phone usage case.