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Anonymous User
Not applicable

Er, how does anyone reach customer service around here...?

So I'm a new member with a customer service issue. But that isn't the problem; reaching a human at NOW seems to be the biggest hurdle.

There is no telephone number.

There is the usual chatbot that just pushes you back to the pre-written help topics.

And there is an 'Agent Chat' function that, for the past three days, has been telling me that they'd be with me 'in a jiffy'... Nothing, nada, zero...

Oh, and I've spoken to the broadband helpdesk. No joy, of course.

Anyone got any ideas on how to make old fashioned human contact with someone?

11 REPLIES 11
gavs82008
Legend 5
Legend 5

@Anonymous User 

TV or broadband?

Only broadband customers are able to call customer service.

For TV such as cinema/entertainment memberships you have live chat.

FYI that I do not work for NOW, just a NOW customer trying to help
Anonymous User
Not applicable

TV, unfortunately.

But like I mentioned, 'Live Chat' is anything but. I've tried for three days but just get this 'we'll be with you in a jiffy' nonsense...

gavs82008
Legend 5
Legend 5

@Anonymous User 

Are you clicking “chat online” within the green box in this link?

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

FYI that I do not work for NOW, just a NOW customer trying to help
gavs82008
Legend 5
Legend 5

@Anonymous User 

If your clicking “get help quicker” this is a bot and not actually speaking to staff unlike live chat.

FYI that I do not work for NOW, just a NOW customer trying to help
Anonymous User
Not applicable

Yes, the bot is useless.

My question is where do you go when no-one responds to Live Chat after three days of attempts...?!

 

gavs82008
Legend 5
Legend 5

@Anonymous User 

You need to not click “get help quicker”. That’s the bot.

This is the screen you should see and make sure to click “chat online” 

2329A756-C5E2-45DF-9634-0213C3052200.png

FYI that I do not work for NOW, just a NOW customer trying to help
Anonymous User
Not applicable

Thanks for trying to help. I've tried the 'Chat to Advisor' method for 3 days, but no response.

I've given up trying to reach them and cancelled my membership. Back to Netflix!

gavs82008
Legend 5
Legend 5

@Anonymous User 

Have you tried another browser?

Just using mobile data?

Alternatively you can email support, address in the below picture.

9DB23A07-E58E-41A0-8B1A-0E562DADA84F.jpeg

Just wondering what your issue was with the TV side of NOW?

FYI that I do not work for NOW, just a NOW customer trying to help
redchiz1
Champion 2

OK, I am genuinely puzzled by that, I l have literally just contacted them using the link posted above and got through immediately. I then had to concoct an apology for wasting their time. Are you definitely clicking on the Chat online button near the top of the page?