How do you get decent service?

[Anonymous User]

How do you actually get decent customer service from NOW TV? As a new customer joining them I would have expected them to want to resolve issues as soon as possible but that doesn't seem to be the case? Had an Openreach engineer round on the date my package was supposed to go live 03/11 and he said the line from the pole to my property needed replacing due to age ( been with Virgin Media for 20 years). He wouldn't climb the telegraph pole to do the work and went away. Contacted NOW TV and they said I'd hear from them within 72 hrs. That was a text telling me that they'd update me on 11/11. They didn't. Called back in to find out what was being done and got some story about Openreach's systems being unavailable and couldn't get another update until 17/11. Is this typical of the customer service from NOW TV? Complete lack of updates and no-one taking responsibility for customers?

[Anonymous User]

Yes, i'm having serious trouble with my WiFi and for like 4 months - no serious help. 

[gavs82008]

@Anonymous User 

Have you tried to split the Wi-Fi signals?

https://help.nowtv.com/article/improve-broadband-speed

Your Hub Two is dual-band (2.4GHz and 5 GHz). Splitting these bands to create 2 different Wi-Fi networks can help to improve the speed to your devices. Here’s how to do it:

1. Connect your Hub Two to your laptop or computer using an Ethernet cable.
2. Open your web browser and enter "192.168.0.1” in the address bar.
3. Select Maintenance and enter “admin” and “nowtv” as the username and password.
4. Select Wireless and then 2.4 GHz Wireless Settings. 
5. Scroll down to “Wireless Access Point” and uncheck Synchronise 2.4GHz and 5GHz Settings.
6. In the ‘Name (SSID)’ box, Change the network name to distinguish it from the current network (e.g. add “_2.4G” to the current name). Select Apply.
7. Check the network name has been updated, and then select 5GHz Wireless Settings.
8. To be able to see easily which network is which on your devices, change the ‘Name (SSID)’ here too (e.g. add “_5G” to the current name). Select Apply.
9. That’s it. Select Logout at the top of the screen to exit.

[Anonymous User]

Had an update from NOW yesterday after raising my issue up the chain of command as follows:
The latest update was provided to NOW on 17/11/21 at 13.22pm which advises Openreach are currently experiencing an issue with their system that handles installation appointment dates.

Openreach are working to resolve this issue as soon as possible. Once resolved you will be contacted to discuss suitable dates that would be available for an engineer to attended to complete the installation of your services. Openreach are due to provide an update to NOW Broadband on 23/11/21.

Your case is still with our specialist provisioning team who will review it on 23/11/21 and provide you with the update once available. The delay you are experiencing is outside of NOW Broadband control and could not have been anticipated. We are working closely with Openreach to resolve this as soon as possible and we thank you for your continued patience.

This story about Openreach's systems is the same one I got on 11/11. I find it impossible to believe that Openreach's systems could possibly be out of action for so long without it hitting the press and even if it were I'm pretty sure a company the size of Openreach, responsible for all of the phone network infrastructure in the UK would have contingency plans/systems in place.

[Anonymous User]

Unfortunately Now, like most ISP's, are reliant on Openreach to service the physical infrastructure.

In the 20 years that you have not used the BT/Openreach copper wiring it has obviously deteriorated.

Openreach's focus is currently totally on the fibre side of things and, as wrong as it is, the copper side is suffering. No help to you, but that's just how it is.

Hope it is resolved soon.