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Ricard
Occasional Poster

Delay set up broadband - compensation?

Hello,

 

TWO weeks ago, I requested for a service of broadband  for which I have already paid 60 pounds for the setup. The service was estimated to be offered in the following week.

 

One week after, nowTV inform me that there is a delay of several way and the activation should be  delayed to the next week.

 

Until this point everything is ok.

 

Yesterday, it was supposed to be the day that NOWTV should have activated my broadband service but they did not. I checked my mail and my account I did not have any message from NOWTV.  Today, I open several tickets and the only reply that I had it was "it seems to be a delay in your service but we are not able to provide you about more information, someone would contact you".

 

I am still waiting for a reply since I do not know when I will be able to use my broadbad.. if I were know that NOWTV needed so much time to prepare the setup, I would have adquired another company.

 

Can I ask for any compensations directly to NOWTV? Or should I try by assiting into Citizens Advice Bureau or the  Alternative Dispute Resolution for Consumers?

 

Best regards

 

 

4 Replies
schnapps Legend 5
Legend 5

Re: Delay set up broadband - compensation?

Hi @Ricard 

 

I found this article under the NowTV Help Centre.

 

https://help.nowtv.com/article/auto-compensation

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J-A_88
Occasional Poster

Re: Delay set up broadband - compensation?

My activation was delayed by 3 weeks back in mid to late March. It was eventually activated in early mid April, by which point I had to purchase an extra £25 of additional data bundles on my phone (no alternative like a dongle was offered, but I get get an automatic apology email).

3 months later, despite the email about auto compensation, I still haven't had a penny. Complained a month or so ago and was told because the issue was with openreach, they were waiting on openreach to send compensation for Now to send to me. I was told it typically takes 6 weeks, which meant I should have had my compensation around the back end of May. I opted to close the complaint as what I was told over the phone sounded reasonable, but I'm still waiting.

The term "Auto compensation" really needs to be addressed or amended at least, as clearly it is not an automated or efficient process whatsoever (from my experience at least). If it is auto, then why have I not been compensated for 3 weeks of activation delays 3 months after my line was activated?... 😂🙈
DIJIT8
First Poster

Re: Delay set up broadband - compensation?

Similar here although I did get my late connection compensation ok.

 

The fact I was without the service for best part of two weeks is still apparently waiting on Openreach despite the section on auto compensation saying it will be received within 30 days.

 

I had to use extra mobile data for the family.

 

I have to chase as there are no updates from NOW TV regarding the status despite the fact they are outside their own published timescale. 

 

What should have been something simple as changing supplier simply wasn't worth the hassle. 

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J-A_88
Occasional Poster

Re: Delay set up broadband - compensation?

Glad I'm not alone and pleased to hear you have now got your compensation.

 

Still waiting for mine, and no response to my complaint. Still taking my direct debit bang on time though I see!

 

Will be left with little alternative but to pursue it with OfCom if I do not get a response in the next week. I have ran out of patience.

 

Excellent broadband connection, but absolutely abysmal customer service with no customer focus whatsoever it seems.

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