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derfuk
Mentor

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 Solution
gavs82008
Legend 5
Legend 5

@derfuk 

As mentioned by @slipthru 

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

View solution in original post

14 Replies
slipthru
Mentor

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

 

gavs82008
Legend 5
Legend 5

@derfuk 

As mentioned by @slipthru 

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
derfuk
Mentor

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
Expert 3


@derfuk 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


@derfuk 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.
derfuk
Mentor

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
Expert 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.

 

derfuk
Mentor

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
Expert 3


@derfuk 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)

 


@derfuk 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.

 


@derfuk 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.

derfuk
Mentor

They aren't coming to fix over subscription as that's an issue that's been going on for nearly 10 years, they are coming to fix a separate issue which should be fairly easily resolved.

Jayach
Expert 3


@derfuk wrote:

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


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


@derfuk wrote:

They aren't coming to fix over subscription as that's an issue that's been going on for nearly 10 years, they are coming to fix a separate issue which should be fairly easily resolved.


No wonder I was confused.

RoyB
Legend

@Jayach 

 

Loop.

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.
Jayach
Expert 3


@RoyB wrote:

@Jayach 

 

Loop.




I knew that, I typed the wrong word, I'm not yet perfect.😜

RoyB
Legend

@Jayach 

 

Hell no, me neither. I wrote a whole reply this morning about LLU and it’s gone, not even pending under My Profile, or appearing as Saved Content if I start a new reply 😛

 

But Loop, not Link, is the only bit of my reply that you haven’t covered in your reply, so the waiting world isn’t missing anything …🤗

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.