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Anonymous User
Not applicable

Broadband Dropping Constantly

My internet drops at least once a minute and it won't let me do a line check and when I can it says all is fine and sometimes doesn't even show broadband test results just TV which I don't even have. The chat bot just sends me in circles and it appears to be impossible to speak to a human. This level of service is appalling as I have a broadband connection that I cannot use but have to pay for. My speed test via a wired connection ranges from 0.5mm to 17mb and the ping is from 0 to 68 so clearly a fault somewhere and I can't report it.  I just want the service I am paying for.

1 ACCEPTED SOLUTION
gavs82008
Legend 5
Legend 5

@Anonymous User 

As mentioned by @Anonymous User 

Contact numbers for broadband support are available. 

 

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

How to submit your complaint:

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

Or 

 

https://help.nowtv.com/get-in-touch/now-broadband-calls/installation-and-setup

NOW Broadband Members can call us 8am–8pm, 7 days a week.

03300 412472

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

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14 REPLIES 14
Anonymous User
Not applicable

I had no problem speaking with a human, what number are you calling?

 

gavs82008
Legend 5
Legend 5

@Anonymous User 

As mentioned by @Anonymous User 

Contact numbers for broadband support are available. 

 

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

How to submit your complaint:

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

Or 

 

https://help.nowtv.com/get-in-touch/now-broadband-calls/installation-and-setup

NOW Broadband Members can call us 8am–8pm, 7 days a week.

03300 412472

FYI that I do not work for NOW, just a NOW customer trying to help
Anonymous User
Not applicable

They want to make up their minds as says on the site that no phone support is available for broadband 🤣. I have lodged a complaint yesterday so will have to see what happens. I know what the issue is and it is that my LLU is over subscribed and they are constantly in it trying to resolve issues and is why the highest speed I will ever get is 18mb

Jayach
Elite 3

@Anonymous User wrote:

They want to make up their minds as says on the site that no phone support is available for broadband 🤣


Could you link to where it says that, I can't ever recall seeing it.

No phone support is available for Now TV, but Now broadband is different.

RoyB
Legend

@Anonymous User wrote:

They want to make up their minds as says on the site that no phone support is available for broadband 🤣. I have lodged a complaint yesterday so will have to see what happens. I know what the issue is and it is that my LLU is over subscribed and they are constantly in it trying to resolve issues and is why the highest speed I will ever get is 18mb


What derfuk?

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.
Anonymous User
Not applicable

Mine is an overhead line that then goes to the local link unit (LLU) which then goes to the exchange which is one of the oldest in the country and my LLU has too many people connected to it so will never be able to get the highest speeds available in the area, they are always working and trying to sort things out in the green box but never have any great success as it has 100 houses too many connected to it and is impossible to upgrade due to location.  My parents live 5 minutes from me and are connected to a different LLU and can get 67Mb.

Jayach
Elite 3

I'm not sure where you get the acronym LLU for Local Link Unit from, LLU is Local Link Unbundling, and it refers to ISP's having their own equipment in the exchange.

The problems you refer to are Openreach problems, this is a Now forum, what good do you think complaining here will do?

Your original post was about being unable to get Now support on the phone, and we have already addressed that.

Still if you just want a place to rant, this is as good as any.

 

Anonymous User
Not applicable

I knew what I meant and clearly you did to as you were able to correct my mistake and as for having a rant it was you that continued by posting what derfuk in regards to what I had said about being over subscribed etc so I was merely clarifying and if you think I was having a rant then clearly we have different ideas of what a rant is and is it turns out it is both a nowtv problem and openreach and they are sending out an engineer to rectify the openreach issue..

Jayach
Elite 3

@Anonymous User wrote:

it was you that continued by posting what derfuk 


Assuming you are replying to me, (it's not sure as you didn't say) I wasn't  the one who said that (although I did find it funny)

 


@Anonymous User wrote:

if you think I was having a rant then clearly we have different ideas of what a rant is 


Reading through your first 2 posts, it sounds like a rant to me. But you're right, we probably have different definitions.

 


@Anonymous User wrote:

and is it turns out it is both a nowtv problem and openreach and they are sending out an engineer to rectify the openreach issue..


Oversubscription is not something that will be cured by a quick visit, but I do hope it goes well for you.