Is there a complaints email for broadband?

[Tasgt500]

Hi, waited 2 weeks for an engineer, no idea if they ever turned up, zero communication. Day after activation date still had no internet. I call up and am initially told there is an issue in the area. I call up again later and they say they’ll book an engineer and they guarantee 72 hours. 

Two different stories, no idea if the customer service reps are even telling the truth. 

Almost 3 weeks I’ve been unable to live in my new flat. I work remote, and do not get 4g. Several days of holiday wasted waiting around based on wrongful information given by customer service. 

I need to raise a complaint, but trying to do this on the phone to customer service feels impossible at this point. They have zero reason to provide any actual support, and as such they have no accountability towards telling you the truth. They can just pass the issue down the road. 

Is there an email for complaints? Or has anyone had any luck resolving issues like this with a secondary tier via email? 

[redchiz1 · Accepted solution]

You can use the web form here:

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

[RoyB]

@Tasgt500 

If your activation date was yesterday, as I glean from your post, then you haven’t been waiting two weeks for an engineer, you’ve just been having the normal lead time from request to installation.

And if you took your new flat a week earlier than that, this is something that I can’t see you can blame Now for.

As to guaranteeing 72 hours, Now can’t do that, so I think you might have misheard, or misunderstood. The reality is that Now have a 72-hour Service Level Agreement with Openreach, (72 hours of working days, so that will be until Tuesday) during which Openreach will make best efforts to complete the installation, and eliminate any issues with it. And you will be receiving automatic compensation from the missed installation date forward.

Also best not to bang on about working remote - see:-

https://community.nowtv.com/t5/Setup-Performance/You-might-be-next-Broadband-cut-off-3-weeks-later/m...

So while Now are unlikely to actually enforce the clause I refer to there, if you keep your head down about remote working, their sympathy will only extend to the loss of your domestic service during this period.

And you will also see from that thread how bad things can get; but yes, by all means complain, though if I interpret your post correctly, it is only yesterday from which any delay will be measured. So it might be better to keep Now Broadband onside for a bit, see if they can’t get this up inside the 72 hours; you catch more flies with honey than with vinegar.