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ChoJ
Advocate

Not getting what I'm paying for.

I'm paying for speeds above 40mbs, but I'm lucky if it reaches above 10mbs.

 

I've followed the advice given in their articles, but it's made no difference. I need to get in touch with them to get this issue sorted out, but I can't seem to find any way of actually talking to someone

5 REPLIES 5
gavs82008
Legend 5
Legend 5

@ChoJ 

How long have you been with NOW for? The speed will vary in the first 10 days.
https://help.nowtv.com/article/why-does-my-broadband-speed-vary-in-the-first-ten-days

Are you doing checks over wi-fi or ethernet?

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

I've been with them for about 2-3 months.

Checks have been over wifi, but it's never had this much of an affect on the apparent speeds.

gavs82008
Legend 5
Legend 5

@ChoJ 

Have you done a factory reset to the router and try splitting the bands. Both indicated in this link.

https://help.nowtv.com/article/improve-broadband-speed

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

@gavs82008 @ChoJ 

Splitting the bands is hardly likely to increase broadband speeds by 400%, if it increases them at all 😢

Assuming 40Mbps is your guaranteed broadband speed (is it?) then call Now Broadband on one of their myriad unfindable numbers, and if anyone answers at all, ask for your situation to be remedied.

Start the clock on the 30 days they have to fix this, or else let you go, penalty-free.

Call 150 from a Now landline, or take your pick of:-

0330 041 2518, 0330 041 2462, 0330 332 3050, 0800 759 1213, 0330 041 2473

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
Tony68
Newbie

try calling this number for the advisors, 03337 594 847 (charges may apply*).