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James_0807
Scholar

Broadband Activation Day - Missed Payment??!

Hi All,

 

Supposedly switching from BT to Now TV broadband today. As yet nothing has switched so I thought I'd log into my account to check what's going on. Nothing appears amiss until I go to "technical checks" where it tells me I've missed my first payment (my bank hasn't informed me this is the case and Monzo normally do immediately). There's a button to pay now, but that just takes me to a screen to update my payment details, that are already correct. If I go to Bills and Payments there is no mention of a missed payment, nor any mention of a payment for broadband, should there be?

 

1) Is this normal?

2) Will this hold up the switch?

3) What can I do to rectify the problem if the payment details are already correct?

 

Thanks in advance,

 

James

 

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schnapps
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Re: Broadband Activation Day - Missed Payment??!

Hi @James_0807 

 

I had the same message when i was waiting for my NowTV Broadband to go live when clicking on Technical Checks (see the screen shot that i took about two years ago below).

 

I did flag this up to the NowTV Team back then.

 

I would ignore the message at the moment where it didn't effect my broadband going live on the planned schedule date and the message disappeared automatically off my account after about a week or so.

 

Just leave your NowTV Hub Router plugged in and wait for the three solid green lights to indicate of the front of the Router to show you have gone live.

 

nowtv service check.PNG

 

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schnapps
Legend 5
Legend 5

Re: Broadband Activation Day - Missed Payment??!

Hi @James_0807 

 

I had the same message when i was waiting for my NowTV Broadband to go live when clicking on Technical Checks (see the screen shot that i took about two years ago below).

 

I did flag this up to the NowTV Team back then.

 

I would ignore the message at the moment where it didn't effect my broadband going live on the planned schedule date and the message disappeared automatically off my account after about a week or so.

 

Just leave your NowTV Hub Router plugged in and wait for the three solid green lights to indicate of the front of the Router to show you have gone live.

 

nowtv service check.PNG

 

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James_0807
Scholar

Re: Broadband Activation Day - Missed Payment??!

Hi,

 

Thank you so much for the quick reply!

 

Is payment taken as soon as the service goes live then? I've not had any payment taken as yet.

 

Got to be honest, I'm concerned nothing will actually happen considering the COVID-19 situation!

 

I'm working from home so can't disconnect my BT box until it stops working unfortunately, will NOWTV message me to say when the service should be up and running?

 

Best Regards,

 

James

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schnapps
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Re: Broadband Activation Day - Missed Payment??!

Hi @James_0807 

 

In my particular case from memory when the Broadband went live the payment date was shown the day after under Bills & Payments but the date given was the live switch on date.

 

Once the BT HomeHub goes off, plug in and switch on the NowTV Hub Router and wait for the three green lights to show on the front of the Router which usually then means you have gone live on the NowTV service.

 

NowTV normally says the switch over could happen anytime up until Midnight on the scheduled live date (but who knows under the Coronavirus disruption effect).

 

Don't know if the Coronavirus crisis will have any impact with your switch over or not it all depends if the BT Openreach engineer turns up and hasn't reported in sick to do the necessary work on the local BT telephone street cabinet (where i am assuming your switch over is a "Self Install") .

 

Keep my fingers crossed for you that everything goes to plan 🙏.

James_0807
Scholar

Re: Broadband Activation Day - Missed Payment??!

Hi @schnapps 

 

Thanks for your help! Much appreciated.

 

It is indeed a self-install, and I'm already on Fibre, so I imagined it was only at the exchange that anything would need doing rather than the street cabinet.

 

BT router still working fine up to now. Is it a case of BT doesn't stop working until NOW TV start, or could I be left with no internet from midnight if BT turn it off but Openreach haven't activated the NOW TV service?

 

If that was the case I'd have expected the BT service to have stopped by now...

 

James

schnapps
Legend 5
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Re: Broadband Activation Day - Missed Payment??!

Hi @James_0807 

 

To be honest i don't know.

 

Perhaps all the ISP's and BT Openreach have a Coronavirus plan / agreement in place if the switch cant happen for some reason they will leave you on the current ISP with a working operating phone & internet service (don't quote me on that because it's a pure guess on my part) ? 

 

With my switch over plus two other family members the phone switch over was seamless where internet was off for a few hours before the new service went live.

 

The longest time before the switch happened was about 8pm in the evening (though this was  a @@@@@@@ pre Coronavirus period in time).

 

Edit - ignore all the @symbols on the above paragraph where i can't remove them in my edited reply 😠.

James_0807
Scholar

Re: Broadband Activation Day - Missed Payment??!

Hi @schnapps

 

Turns out that as ever I was worrying too soon. Switch has now happened! About 1 minute of down time.

 

Thank you for your help this afternoon 🙂

 

James

schnapps
Legend 5
Legend 5

Re: Broadband Activation Day - Missed Payment??!

Hi @James_0807 

 

Phew - glad you are sorted 👍👍👍.

 

Let's hope anything stays stable and reliable for you.

 

Touch wood for me i haven't noticed to date (since the Coronavirus crisis) any noticeable internet speed loss or any intermittent drop outs on my internet line (though i live in a small populated area so that may be the reason why).

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Anonymous User
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Re: Broadband Activation Day - Missed Payment??!

Hi James,

We're in the same situation. Should have swapped Friday. How did you know? Did you already have the Now hub setup or did you wait until your old provider had stopped before switching the kit over, or did you get any communication from Now to say it had happened? 

Thanks for your help.

Hannah

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James_0807
Scholar

Re: Broadband Activation Day - Missed Payment??!

Hi @Anonymous User 

 

Nothing from NowTV to say it had happened, although if i track the order now it does say everything is complete. Our BT router just stopped working and I moved the broadband cable into the now tv hub and it showed 3 green lights within a minute or so.

 

James