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Midnight
Advocate

Just moved in, No Engineer visited to setup new broadband

Hi,

I just moved to my new home & paid online for NOW broadband. Few days later received my device & was told that activation will be on 13th November. No engineer visited my house but when I checked online my NOW account, it says self setup?

I am surprised as no one is here to help or tell about where to connect the box & there is no way you can reach NOW. Worst customer service I have ever seen in my life. 

Can anybody help me as to how to setup my box & which kind of cable to look for?

Regards

3 REPLIES 3
RoyB
Legend

@Midnight 

I’m surprised you didn’t get any instructions in the package with the hub (router). Can you please double-check that you really don’t have any?

But if that’s the case, they are here:-

https://help.nowtv.com/article/choose-your-hub

So follow them step by step now.

If your property has a BT Master Socket, as described in the Help article, then it may be that the engineer didn’t need to visit you at all, and could do all he/she needed to in the cabinet down the road.

In which case, when you have set the hub up, the middle light may be illuminated green, in which case you are good to go, or it may be any time up to midnight when activation takes place, and the middle light comes on green.

But if it’s still not on by tomorrow morning 8am, give Now a call. Again the number should be in the information Now gave you, but if not:-

Call 150 from a Now landline, or take your pick of:-

0330 041 2518, 0330 041 2462, 0330 332 3050, 0800 759 1213, 0330 041 2473, 0333 759 4816

Anything else you need please ask again here. Though please remember we are all just customers like you, so while we can give general advice like the above, we aren’t in a position to do anything account-specific; that’s Now’s province.

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.
Midnight
Advocate

Hi,

I followed the instructions given in the box but still since yesterday its not working. Following are the image of my setup. My broadband has 2 green light on. I disconnected and connected after 30 minutes but still same status. Kindly advise:

https://drive.google.com/file/d/1Y2SmiNATpB2xFsriZxWRV9IQMd4d8WGF/view?usp=sharing 

https://drive.google.com/file/d/1NIP7J_udQM6hVBpITSuW2tv68gZ2dvWl/view?usp=sharing 

 

 

RoyB
Legend

@Midnight 

In my first post, I said:-

But if it’s still not on by tomorrow morning 8am, give Now a call. Again the number should be in the information Now gave you, but if not:-

Call 150 from a Now landline, or take your pick of:-

0330 041 2518, 0330 041 2462, 0330 332 3050, 0800 759 1213, 0330 041 2473, 0333 759 4816

As it looks from your photos that you have connected the router correctly, the above is your next step.

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.