Email - We're making your monthly broadband package cheaper

[Anonymous User]

I have just received an email telling me my package will become cheaper. However, I currently have phone only package at £25 a month and the email talks about my bill going up to £35 a month and talks about a TV package, which I dont have - please can you advise? 

[Anonymous User]

Same here, I pay £18 for internet and in the email it says that I currently pay £25.99 and will pay only £25. What are you doing, guys?

[Anonymous User]

I got the same email and also only paying £18 a month at the moment! Can't get in touch via chat to find out what's going on, wondering if they are putting my bill up as it will have been 12 months I've been with them?!

[Anonymous User]

Hi!

I have had the same email! If anyone finds out more about this, please can you also let me know?

Thanks!

Luke

[Anonymous User]

I’ve had the same email, currently pay £18 for broadband and phone and have received an email to say I pay £25.99 a month and it will be going down to £25, can’t speak to anybody on the “help chat” to find out what’s going on!! 

frustrating!

[Anonymous User]

I have the same email,my monthly payment is to be reduced from £26  down to £32,great news! as you can see being dyslexic has never stopped me spotting a bargain,

[Anonymous User]

Its pants - much better deals elsewhere. Cant see how to cancel at end of 12 month contract.

Anyone know?

[Anonymous User]

Mine goes up from £18 to £25 on 28th May.

Will be switching shortly before that.

[Anonymous User]

Hi, I have had the same email £25 reduced too £32. I was on hold for 25 minutes waiting to talk to someone. But just had it reduced down too £22.99 

[Anonymous User]

To find the live chat window, go to:https://help.nowtv.com/get-in-touch then click on 'NOW TV account & payments' then 'I have a query about my bill or payment date'. Once you're here, you'll notice a drop down arrow with 'How to get in touch'. This is how I managed to chat to lovely Rebecca who presented me the tow options: once will be to renew my offer for one year from now or to contact them again just before the offer expires, which for me is April 2020 and renew it then. Also will be a good idea to forward these emails to [email removed]. Apparenly the idea was to make the customers aware their offers are expiring but the emails were so wrong. 

Cheers

[Anonymous User]

customerservices [at] nowtv [dot] com, because the email address has been removed

[Anonymous User]

I went through that option (as well as loads of other options) and didn’t get the option of speaking to anybody!

Mine doesn’t renew until November but if I knew this was going to happen I wouldn’t of gone with NOW in the first place!! Just want to be able to speak to someone to find out what is going on!! 

[Anonymous User]

Wow, There are so many different amounts people are paying for BB, Mine is currently £25 and expires in August with a new "lower" price of £32 instead of £35. How the #### is that lower? If I don't get to keep it below the current amount in July guess who's looking at price compare websites.

[Anonymous User]

it should look something like this:

I was number 10 in the waiting list but I got there eventually.

[Anonymous User]

At present, my bill is £25.00 per month for broadband, line rental and phone. This ends  in July.

By this email, my "cheaper"package  will cost me £7 more. 

I suppose its a good heads up as  to whats ahead

[Anonymous User]

Anyone know how to live chat with someone on Now TV about this? 

[Anonymous User]

I want to query the same e mail I have received.....but it's so difficult to get a quick answer....they say they are making my broadband cheaper...i.e reducing it from£35.99 per month to £32 per month, when I only pay £25.00!!

I know they will say it was a special first year contract fee...I left Virgin because of their price hikes and intend to do the same with NOW!

[Anonymous User]

Do you have a deal/discount on your contract just now? Maybe its runs out when the new price starts.

Mine is currently below however I actually pay £35 currently as I have a renewal discount of £8.99

NOW TV Super Fibre £26

Line Rental £17.99

Total £43.99

In July It will be £35 unless I get another renewal discount when I call up in June

NOW TV Super Fibre £35

Line Rental £0

Total £35

[Anonymous User]

I received an email stating my package would be going down to £35 a month Next January, I signed up for a package deal at £30.00 a month and according to my email and account I am currently £43.99 a month..  I certainly wont be recommending Now tv to anyone. Im really dissapointed in the service here and should have stayed with my previous supplier

[Karl-F · Accepted solution]

Hi all,

We just wanted to clear up any confusion on the price change – if you signed up for NOW Broadband in the last 12 months, you’ll currently be paying a special introductory offer price each month.

This isn’t changing – you’ll continue paying this offer price until 12 months after you signed up.

The only change is that after these 12 months, you’ll roll onto a new lower price point, compared to what you would’ve paid before.

Please check out our help article here for more info.

The NOW TV Team

[Anonymous User]

Hi Karl,

I think it's fair to say the email which has gone out is misleading to NOW TV customers, but thank you for your response.

When going to the main NOW TV website (to investigate this issue), there is an offer for broadband for £25 a month. Does NOW TV not want to reward loyalty for staying committed as an ISP? Instead of saying "You'll pay the new lower price when your offer ends", when in matter of fact the new cost is more than what customers are actually paying as proven in this thread.

Regards,

Luke