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Jonathan2
Advocate

Internet keeps dropping

Ever since I got nowTV broadband, it has always dropped the internet for a few minutes whenever it starts raining. It's uncanny, literally the moment it starts raining, the internet drops for a few minutes every time.

This is poor form from nowTV, but recently it's gotten worst. Since about a week or so, the internet drops multiple times a day without any particular reason. I think this happens at least once an hour. The middle light on the router turns orange, blinks for a while and a few minutes later it goes back to green and internet works again. 

If this isn't resolved, I will need to move to another provider that can guarantee a more stable connection. (I have tried resetting the router, this didn't solve anything)

3 REPLIES 3
gavs82008
Legend 5
Legend 5

@Jonathan2 

You need to call the broadband team in the morning. We are just customers like you, so we won’t be able to help sort out your connection.

Other customers will be able to provide some additional troubleshooting and advice however. 

Are your drop outs with Wi-Fi or Ethernet? If it’s the former you could try splitting the bands which should improve the reliability.
https://help.nowtv.com/article/improve-broadband-speed

See link below for the number.

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

FYI that I do not work for NOW, just a NOW customer trying to help
Jayach
Elite 3

If your broadband connection is being affected by rain, the problem is almost certainly with the Openreach connection, so changing ISP is unlikely to help.

@gavs82008 says, call the broadband team in the morning, they should arrange an Openreach engineer to check the line.

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

RoyB
Legend

@Jonathan2 @gavs82008 

Paraphrasing @Jayach :-

If your broadband connection is being affected by rain such that the lights on the router alter, the problem is almost certainly with the Openreach connection, so splitting the bands is also unlikely to help 😢

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.