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having_regrets
Occasional Poster

Broadband activation delay

Hi,

My broadband was due to go live yesterday (9th August). The line still hasn't gone live, and talking to support I have been told there has been 'a delay' and that I will be contacted within 72 hours.

Why do I have to wait 72 hours! This is a big problem for me, I work from home and rely heavily on internet access. BT have stopped providing me internet access as the switch-over date has passed. I already had a fibre connection so there should be no issues in switching it over. I have read on the forums that some people have waited a further three-weeks for their internet access! Surely there is some legal action we can take if this is the case? If people were left without gas or electricity for three weeks there definitely would!

Please let me know what further action I can take. Can I speak directly to the 'teir 2' group or do I really have to wait 72 hours for them to even contact me. I would like this issue addressed as soon as possible.

Many thanks
Paul (A very dissatisfied customer) 

25 Replies
NOW TV Team Nadine-K
NOW TV Team

Re: Broadband activation delay

@having_regrets]

 

Hi Paul, apologies on this there does seem to be an issue provisioning your line, we have no updates on what this could be as of yet, we are waiting on Openreach to investigate this, as soon as we have an update we will update you via email accordingly

Thanks
Nadine-K
The Now TV Team 🙂
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AH1011
Occasional Poster

Re: Broadband activation delay

I have exactly the same problem. Mis-sold and will contact onbudsman. A terrible service. I have to go to other people’s houses to do my work. 

How embarrassing. 

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MShah
First Poster

Re: Broadband activation delay

I have had the same problem.

My broadband was due to be activated on the 3rd on August. Nothing happened and I wasnt contacted so I contacted NowTV. They told me their engineer had reported back a fault and that there was a problem with Openreach. After a couple of days I got an email saying that a wire has been allocated to Openreach and it will be sorted by the 9th. On the 9th i was told an Openreach engineer has not been allocated to the job and that I will get an update on teh 15th. I complained and was told that they will upgrade it to a tier 2 problem I will be contacted with 72 hours. It is now 100 hours since then. More Lies. 

I know its not their fault but why do they feel they can get away with lieing. 

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Tom_C1
Occasional Poster

Re: Broadband activation delay

Same situation with me. I know someone in Openreach who checked my line and said that the service provider (NowTV) never put in an order for provision of a new line and therefore I have no service.

Not doing the bare essentials is a poor business model. 

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NOW TV Team Tony-D
NOW TV Team

Re: Broadband activation delay


@Tom_C1 wrote:

Same situation with me. I know someone in Openreach who checked my line and said that the service provider (NowTV) never put in an order for provision of a new line and therefore I have no service.

Not doing the bare essentials is a poor business model. 


Hi @Tom_C1 I've just chedk the line and your Broadband should be 100% up and running right now. We did send the complete order to Openreach on the 30th of July and Openreach did not push the voice service activation yesterday causing a dely. Can you confrim that your broadband is up and running?

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AH1011
Occasional Poster

Re: Broadband activation delay

and mine ?

AH
--
Allon Hill Managing Director
Tom_C1
Occasional Poster

Re: Broadband activation delay

Yes my line is up and running and working fine now. 

I was annoyed in the live chat when my suggestion of compensation for delayed provision was met with much resistance.

When are companies going to learn that downtime affects domestic customers, I work from home and my primary source of entertainment is on demand services. 

Anyway, issue is resolved now, its hardly the start I wished for in a 12 month contract. 

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A_A
Occasional Poster

Re: Broadband activation delay

Same situation here.  Was meant to go live yesterday (14/08/18).  Old broadband stopped working about 5pm.  NowTV still not working yet.  Live chat with support gave the same spiel about escalating to tier2 and waiting 72 hours.  Not acceptable.  I have changed broadband suppliers plenty of times and never had more than an hour or two in between switches.

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Caroline1121
First Poster

Re: Broadband activation delay

I am having the exact same issue. My broadband was supposed to go live by midnight 13/08/18 but has still not been connected. The website tells me that my service is up and running and my first payment has been taken!

It is extremely frustrating not being able to contact NowTv in any tangible way. I have emailed and was told I would receive a response within 24 hours (which I did not and still haven't) and have tried multiple time to use Live Chat only to be told that an agent is not available. 

I am paying for a service that I am currently not receiving and I would like this resolved as soon as possible.

 

 

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