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LH92
Observer

Day 2 internet outage

My NOW broadband was activated yesterday about 14:00 and was functioning as expected all night.  This morning about 08:00 the internet light switched off unprompted and hasn’t come back on since.

On top of this, I’m getting frustrated in figuring out how to contact anyone about this problem.  I received texts from Sky as though they were my provider, though the package I chose (Brilliant Broadband) isn’t marked as “Provided by Sky”.  Going through the automated systems to connect me to somebody seems to funnel me towards contacting Sky, but I have no details registered with them and that just falls through immediately.  I don’t believe I’ve fully exhausted the options though, so I will keep trying.

I’ve tried the usual fixes of resetting and unplugging/replugging but neither is working.  I did notice that the clip on one end of the new broadband line was missing, though I doubt that’s the issue since it was working fine for several hours and I hadn’t touched the setup; also, using a spare broadband line I have yields no results.

The engineer who installed my broadband described the wiring of the local box as a “complete mess” which delayed the activation by two hours, though I’m not sure if this is relevant to my issue.

I’ve noticed a few other topics from today about broadband cutting out, so I’m hoping at least it’s a particular issue today, and not an everyday occurrence.

If anyone can offer any advice, even if it’s just a number or an email to contact, I would greatly appreciate it.  I went with NOW from necessity rather than choice and was prepared for some issues, but even so, a complete failure of service within 24 hours is getting me quite annoyed.

1 ACCEPTED SOLUTION
gavs82008
Legend 5
Legend 5

@LH92 

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.

This link shows any planned outages as well wide spread faults.
https://help.nowtv.com/service-status

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

View solution in original post

2 REPLIES 2
gavs82008
Legend 5
Legend 5

@LH92 

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.

This link shows any planned outages as well wide spread faults.
https://help.nowtv.com/service-status

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
LH92
Observer

@gavs82008 

Alright, thanks very much.