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

[Nick1]

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?

[gavs82008]

@Nick1 

TV or broadband?

Only broadband customers are able to call customer service.

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

[Nick1]

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]

@Nick1 

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

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

[gavs82008]

@Nick1 

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

[Nick1]

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]

@Nick1 

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” 

 

[Nick1]

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]

@Nick1 

Have you tried another browser?

Just using mobile data?

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

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

[redchiz1]

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?

[kuepper]

I can't see the chat online box anywhere, I'm a broadband customer and I thought there was a phone number to ring for customer services but I can't find it. My broadband has been going off and on for last 24 hours but the technical check says everything is ok when it obviously isn't

[redchiz1]

Chat is for TV customers only, for Broadband you need to call 0330 041 2518.