Line activation delay

[Jmblund]

Line should have gone live at midnight last night. Still not active. Called help desk to be told that there was a delay and that it would take up to 72 hours to get a response from the Broadband team.

Can't say that I'm impressed. Granted: I shall be demanding compensation to the tune of £5.83 a day but I'd prefer to have (1) a realistic activation time and (2) more ambitious service levels than 72 hours with no guarantee that I will even be contacted by then.

Next step is ofcom and moving to a new ISP. Nowtv is already in breach of their contractual obligations.

How common is this? Quite a few messages suggesting that they will put off installation by weeks + no customer contact.

[gavs82008]

@Jmblund 

NOW are fully reliant on OpenReach for getting you set up to be up and running. Moving to another provider that uses the same network will probably be the same.

You are probably aware of this link.

https://help.nowtv.com/article/auto-compensation

[Jmblund · Accepted solution]

Thank you gavs. Yes I realise that Nowtv are reliant on Openreach although they ought to factor that into their service levels (e.g. how many customers they can realistically switch over each day).

• My main beef is the lack of comms. No updates and no guarantee of hearing from service management even within 72 hours.  At the moment, I am in limbo.

[gavs82008]

@Jmblund 

All I could suggest is to hound them until your happy with a resolution.

[Disabled-Bea]

Hi gavs82008, my activation date was 31 July..my broadband fixed over the phone - mobile..but still no landline and think i've commented on here that i need the landline working as a vulnerable person so i can get my pendant alarm connected..so worrying..

[RoyB]

@Jmblund 

You have marked one of your own posts as a solution, but it isn’t. You need to mark this on whichever respondent actually answered your question.

Just to clarify the 72 hour service level, this is the tier of Openreach service that Now have selected, and Now mention it because when they go back to Openreach about your missed activation, this is how long Openreach have to respond.

The better SLA is 48 hours, so it’s still not stellar, but the ISPs who have contracted this service level with Openreach can’t be found at Now Broadband prices.

[Tabes]

I should have been activated on 1st Sept, now 10 days late and no sign of hub.

Is this common with NOW?

No one will say what the problem is!

[RoyB]

@Tabes 

Who have you asked?

And I hope you asked them the day after the failed activation, and started the compensation clock running.

But no, it’s not common.

Normally, just one screw-up or the other, but not both at once.

Which makes me wonder if activation did go as planned, but without a router you just can’t see it?

[Tabes]

No, they admitted there was a delay and said they are waiting from an update from Openreach.

I should have had an update on the 7th, but now pushed it back to the 12th.

[gavs82008]

@Tabes 

Keep pestering the broadband team until your satisfied. Have a wee read at this for some consolation.
https://help.nowtv.com/article/auto-compensation