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Gaza
Mentor

Internet connection problems? Since yesterday most of my devices do not connect, anyone else???

Started having some difficulties yesterday with devices connecting to the hub, been reasonably fine since March when I first signed up, however it got worse this morning, and the technical help line gives a voice message saying they know some customers are experiencing some difficulties and their engineers are working to fix it. I was with TalkTalk for 10 years and never had an issue. Anyone else had the same problem??? Might have to switch back or to another operator as this is too unreliable!!!

7 REPLIES 7
gavs82008
Legend 5
Legend 5

@Gaza 

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

This link also 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
Gaza
Mentor

@gavs82008 Thanks. I have contacted them, and they gave me instruction to reset my router channel from 1 to 13, which I have done, but only one device connects, and I am supposedly able to connect up to 6 (non streaming devices I believe?). On my device list I had several devices and cleared them and kept my laptop connected, as that's the one I set up the account with and that's fine, my mobile and daughters xbox no longer connect though, which is strange as the laptops fine. Some apps on my phone have started working, facebook and tiktok etc, but ebay and the normal browser will not connect. It states on my phone connected, no internet, but I am getting some access. Today I paid my bill so can't be anything with that? or do they restrict access until payment gone through? Hopefully it's better tomorrow, if not I will have to call them again and explain the problem. The line test did state there was an issue with my connection and gone through all that with the online advisor, even sent photos to prove it was connected properly and all green lights were showing. 

CraigH
Advocate

@Gaza we've had issues connecting to the Internet since waking up this morning. Three different phones, two tv's and a tablet, none of which can get Internet signal. We can connect to the hub, but 'without Internet'. All three lights on hub are green. Tried all sorts to get it going, including reset, but no joy. Just need to call for help now I guess.

Gaza
Mentor

@CraigH 

@CraigH 

@CraigH Similar here as well, only started this morning. I have called them, and they rechecked the line and said it was fine so had to set the router to a new channel, from 1 to 13, which I did, but only have access for my laptop, mobiles and xbox no longer connecting to hub. All green lights showing, but mobile and xbox statess 'no internet', says connected but no internet. Never had an issue like this before with other operators and I am also new user of this service, only be on since March. Hopefully will resolve soon or back on the phone, takes a while to connect to an operator, as they want you to send pictures of your equipment, which I did showing the connections and green lights, all submitted and they give a reference, but they never even requested the reference. Some services have been struggling in different parts of the UK, due to maintenance and upgrades, but I am not in any of those areas, have you checked if your area has any service issues? 

Gaza
Mentor

@CraigH Just an update Craig, we have had resumed service this morning so all I can think it could possibly be, is service is restricted on payment day, when that goes through then full access is regained. Hope you've resolved your connection mate! 

CraigH
Advocate

@Gaza Ours started working again this morning too! This hasn't happened on our payment date though, so not sure that'll be the reason for it. Look like a few others have had similar problems and posted on here in the last day or two. Hopefully mine will still be working when I get home from work and it's a one-off problem!

JohnB
Newbie

@Gaza 

Had NOW for two years with very little problems but since renewing I have had several instances similar to yours. Line check says OK so think it is hub set up.