cant get through to call centre and contract runs out tomorrow !!!!

[Anonymous User]

my contract runs out tomorrow but cannot get through to anyone on phone and no-one answers emails . I have sick mother and need phone line for emergency so cannot be cut off, what can i do ?

[Anonymous User]

you needed worry, unless them you told them to cut you off, it will roll on, but the price will maybe increase if on an offer, thats normal policy for all broadband,phone lines etc

[Simon-J]

Hi @Anonymous User ,

Firstly sorry you've been unable to get through, but obviously given the situation wait times are very high and it might not be possible to get through.

You should've received an  automated email 10 days prior to the end of contract date giving you several options.

The good news is, if you do nothing your broadband will automatically be renewed, you won't be cut off.

Thanks

Simon

NOW TV Team

[schnapps]

Hi @Simon-J 

What happens if you want to take up the lower reduced price option on the email sent by agreeing a new 12 month contract if you can't get hold of anybody from the NowTV Broadband Team to apply the new discounted Broadband & Phone price onto your account ?   

[Simon-J]

Hi @schnapps ,

It's a good question. We're adapting as fast as we can to the situation, but there's a lot of unknowns right now. I will take this question away and come back to you.

Thanks

Simon

[Anonymous User]

Hi ,

I have the exact same issue , I have been on hold for 2 hrs and 22 mins. I gave up , will Now TV pay back the money spent on my call and can my account be placed on the plan I require as this will cost me more money each month.

[Anonymous User]

Hi, 

I have the same problem, my contract expires on 10 April and I cannot reach anyone to negotiate renewal.  There is automatic renewal (at  an extra £15 pm) if I do nothing, or a £7 discount applied to this rate if I call to renew.  Since I cannot call to take up this offer, I am assuming that the automatic renewal at the higher price will take place and when they have things under control again (not blaming the company, no-one predicted the chaos of coronavirus) they will agree to apply the discount retrospectively.  I am, in fact, setting this all out here as proof of my intention to have taken up the discount offer within the time limit - can't really see what else can be done at the moment. 

Perhaps someone from Customer Services would like to confirm this is an acceptable way to proceed until order is restored? 

[Garywill]

I'm in the same boat as many. My contract runs out tomorrow and yes I was sent an email to upgrade but I can't get through. Why can't this be done on line? I understand my broadband will continue but the price will significantly jump. Will now honour the lower price when I finally get through? HELP

[Veryold]

Hello 🙂

Please help me renew my contract.  Can someone email me?

Take care and stay safe

Very Old xx

[gavs82008]

@Veryold 

This is a customer forum, so your only option is to call the broadband team to see what can be done for your contract.

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

Give us a call on 08007591213 to speak directly to a NOW TV advisor

[Veryold]

Thank you for the 0800 number 😊

[gavs82008]

@Veryold 

Not a problem, glad to have helped 🙂

[Garywill]

I'm not writing anything so please stop

[gavs82008]

@Garywill 

Not sure I follow, as I was assisting @Veryold  with their issue on trying to find the 0800 free from number for broadband support.

[Garywill]

I have not used this forum for approximately 1 year 

[gavs82008]

@Garywill 

That’s absolutely your choice. 
Although other forum users in need of help will see this thread and post comments. Which is exactly what’s happened.

Like i said, I assisted @Veryold  who was posting on the thread looking for help. 

[gavs82008]

@Veryold 

Please note that anything relating to TV passes will be directed through live chat.

https://help.nowtv.com/article/how-to-submit-a-complaint
Click “chat online” within the green box.

Alternatively you can send an email to customer service, address in the picture below.

 

[Anonymous User]

Hi Simon-J or anyone at NowTV

I am supposed to be live 30/3/2020 and nothing has happened. I have gone through all the troubleshooting and reset a few times. I have tried calling many times and have been on hold for more than 2 hours. 

I really need my broadband to be up as I am working from home and I have been using my hotspot. What else can I do?

[Anonymous User]

Hi, I am in the same position here, my contract is due at the end of the month and have not recieved any emails but I can see the costs going from £25 to £40... Please can someone get in touch with me or send the options email etc so I have chance to move to another supplier if you can not continue the price I have been paying.

[Anonymous User]

Hi Rob, moving supplier may not be the best idea just at the moment - you don’t want to be without any service at this time. There are clearly many of us in the same position and I’m sure NOW will do some kind of blanket ‘amnesty’ to put people back in their due-to-renew position when this is over. That’s what I’m assuming, which I guess is ok if you can afford to pay the higher monthly cost for now, and hopefully have it adjusted back and reimbursed eventually. Who knows? Best wishes.

[Anonymous User]

I'm in the same boat as others, 1 year deal is coming to an end in a couple of weeks time, would like to renew for another year but can't get through on the phone line and no link to renew online.

Facing a near double the price hike to what I'm paying now if I cant renew, so faced with that or moving broadband supplier to keep costs down.

Don't want the hassle to move, and incur any issues shifting connections/suppliers as rely on my broadband for working from home.

Please, please, please NOWTV, provide us with a link to be able to renew online (or a dedicated email address)...a little work on this now will save a lot of work for your call center folks (who are no doubt working their socks off at the moment helping those in need) and keep your customers from switching (who don't really want to switch but face no option not to)