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payment problems , yet account says paid

can anyone help please. i have had an email saying payment overdue. i have checked on my account and it says bill paid. i have arranged to leave now on 17th jan 2024. i have tried running technical checks on my line , that results in arranging an engineer visit. i do not want to lose service before my new supplier is connected, but cannot get a proper answer !! so annoying .

Legend 5
Legend 5


When you say arranged to leave NOW, did you let the new provider take control and do the cancelling leg work? Or are you moving to a provider for Full Fibre aka FTTP instead of FTTC which NOW only provides?

Have you called the broadband team as that would be the quickest way to find out whats going on with your account?

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