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Paul199
Advocate

Broadband not working for 2 days

My broadband suddenly stopped working 2 days ago. The NOW web site says there is an outage but no other information. How are we supposed to know when it will be fixed? 

Maybe NOW should send affected customers text messages to keep them updated with the nature of the problem and when it's likely to be fixed as opposed hiding their contact details on the web site.

When the contact number is discovered and the lines open, most of us are already at work and oh, you must be at home before we can test the line and if you're not, the call is dropped.

Not Good!

 

2 REPLIES 2
gavs82008
Legend 5
Legend 5

@Paul199 

Broadband staff won't be coming onto help. See this link.
https://community.nowtv.com/t5/help/faqpage/title/what-is-community-for

Below are some standard things you can and probably have done before calling the team.

Have you done a factory reset to the router indicated in the link below?https://help.nowtv.com/article/improve-broadband-speed

You need to call the broadband team. See link for number.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

Also when you report it and only when you report it you’ll no doubt be in line for compensation.
https://help.nowtv.com/article/auto-compensation

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

@Paul199 

I wish I had a quid for every time someone had asked me that question, and a million quid for every time I knew the answer.

If that were the case, I might be comfortably off; but I would never be a millionaire 😛

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.