No way to send a complaint?

[Anonymous User]

My broadband is below guaranteed speed and I am trying to get in touch with an agent. I have gone around in loops on my account but I cannot find a way to send a message to an agent, it only ever gives me the option to ask other users and check previous questions. Why is that? this is quite frustrating. I know there is such an option as sending a message to an agent because I have used it before, and I remember that I struggeled to find it then too, but now it seems impossible. Why is it made so difficult to access help from NOWTV? This should be made much more accessible to customers. Now I have two complaints instead of one.

[schnapps · Accepted solution]

Hi @Anonymous User 

With regards to NOW Broadband complaints use one of the communication methods in the link page below.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1 

[Jayach]

When you say your speed is below guaranteed, is this over Wi-Fi?

Do you know what your sync speed is?

Broadband download and upload speeds explained (nowtv.com)

[Anonymous User]

Thank you for replying. Yes it's over wi-fi. I'm not sure about sync speed, I know the upload and download speeds. However, the cabinet is just outside my building and it is not peak usage time, so I would normally expect average speed rather than minimum speed. If even minimum speed is not reached over wifi while I am using one device outside of peak times I don't think the wifi connection is to blame.

If there is an easy way to check sync speed though I would like to know that too.

[Jayach]

If you read the How do I measure my access line speed? FAQ on the page I posted, it will tell you.

1. Open a new browser window and type 192.168.0.1 into the address bar, then press Enter.
2. When prompted, enter the username admin and the password nowtv.
3. Once signed in, select Maintenance from the options at the top.
4. You'll find your access line speed in the Modem section, labelled as DownStream Connection Speed.

I suspect with the  cabinet that close, you will have a sync (access line) speed of 80/20

[Anonymous User]

Thank you for your help. I have checked and my sync speed is indeed (just) below the guaranteed minimum.

[Jayach]

In that case you should report it to Now. What is your guaranteed speed?

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

Have you tried with the router in the test socket?

You can see what Openreach believe your line capable of here:

BT Broadband (btwholesale.com)