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Adamskidog
Mentor

Internet Connection Continually Failing

Our internet continually drops out when downloading / uploading, internet browsing or watching TV. We've checked the line for faults, checked our download / upload speed and all seems to be fine. Does anyone have any ideas? We're not heavy users either.

Many thanks in advance!

 

10 REPLIES 10
gavs82008
Legend 5
Legend 5

@Adamskidog 

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

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

FYI that I do not work for NOW, just a NOW customer trying to help
Adamskidog
Mentor

Ah no I haven't actually tried the reset button, I've unplugged the power elad for a few minutes and then plugged it back in, I'll give that a go, thanks!

 

Adamskidog
Mentor

Sadly the reset didn't work, tried plugging in via ethernet but both ports also dead. Can't find a phone number for them anywhere other than one to complain which I don't particularly want to do but that number isn't recognised either 🙂

Jayach
Elite 2

@Adamskidog wrote:

Can't find a phone number for them anywhere other than one to complain which I don't particularly want to do but that number isn't recognized either 🙂


If you are having problems, why wouldn't you want to complain? They're not going to do anything until you do.

Assuming the number you have tried is the one here: 

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

Its should be working. 

gavs82008
Legend 5
Legend 5

@Adamskidog 

The number is in one of my links from my post.

FYI that I do not work for NOW, just a NOW customer trying to help
Jayach
Elite 2

Is it possibly just the Wi-Fi that is dropping, rather than the internet connection?

RoyB
Legend

@Jayach wrote:

Is it possibly just the Wi-Fi that is dropping, rather than the internet connection?


@Adamskidog 

You can tell this by whether the lights on the router change or not when it drops out.

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.
This week, I are genrally been watching epsidoes on my Sasmung TV
Adamskidog
Mentor

Possibly for our computers as they're in another room with solid walls inbetween but the TV is in the same room as the router.

chilli2
Elite

Can you connect the TV via Ethernet cable?