03-02-2023 14:12 - edited 03-02-2023 14:14
My broadband is extremely flakey and unreliable. During my work calls it keeps disconnecting and my calls keep dropping. On using more than 1 device, the speed goes as low as 3mbps. They promised 7mbps on my contract, I rarely get that speed, not even by cable, and surprisingly NOW's speed-test tool shows all is fine. Even the endless communication with customer support was not help as they keep saying that everything is fine on there end. I am extremely disappointed about how unhelpful the customer calls and emails have been in this matter.
Even their engineer said that we wont get the said speed due to my location, yet they wouldn't believe. Any suggestions other than paying fees for terminating the contract?
03-02-2023 14:21
NOW don't have any engineers, they are in fact fully reliant on OpenReach. If I were you ask for full line investigation as far back as the cabinet.
Assume you've done a factory reset to the router?
https://help.nowtv.com/article/improve-broadband-speed
Otherwise your well within your right to move to another provider without penalty as your not getting the service your paying for.
That being said you might have the same issue with another provider if it does turn out to be a fault on the line. Unless your lucky enough to get FTTP instead of FTTC which is what NOW can only offer.
03-02-2023 14:38
03-02-2023 14:58
Sorry to say I don't work for NOW, as stated in my post signature just a fellow customer trying to help.
For you to complain and leave your contract you have to call the broadband team.
https://help.nowtv.com/get-in-touch/now-broadband-calls/cancelling-my-service
Thinking of cancelling? NOW Broadband Members can call 8am-8pm, 7 days a week.
03300 412473
03-02-2023 15:04
03-02-2023 18:26
@Sameer wrote:They promised 7mbps on my contract, I rarely get that speed, not even by cable,
Wow, is that on FTTC or are you on Brilliant Broadband, (ADSL)
If the guaranteed speed is 7Mbs, and your sync is below that you can leave penalty free, after giving Now a chance to fix it.
What does the BT/Openreach checker show for your line?