Firstly, why is it so hard to get in touch with customer service. No number, chat doesn't put me through to anyone, and the help advice just loops over and over. Has really annoyed me.
To the point, I do rave about NOWTV normally, but recently things haven't been going so well. Our internet is not great, upstairs getting less than 6MB download speed. We have moved our router and tried all the advice on their site, but no improvement. Their line test shows we are getting our guarantee or more, but not to our devices. PC, laptops, phones, TV... all slow and frequent buffering issues.
At this point, i think maybe we just need a new router, but I cannot find how to get one. Can somebody please help me understand how I can request a replacement router?
To test your speeds, bring your laptop really close to the Now router, and measure the WiFi speed. Then turn off the WiFi on the laptop, connect it to the router, and see what speed you get then.
Let us know these two numbers plus the guaranteed speed you were quoted, and we can make a better judgement.
Unless they differ significantly, though, your Now router probably isn’t faulty, so a replacement may not show any improvement.
Wifi does fall away according to distance from the router, 5Ghz more steeply than 2.4Ghz, and the Now router is notorious for its poor WiFi range anyway.
Some people get improved results by splitting the two bands, choosing 5Ghz for short-range speed and 2.4Mhz for distance range, but it’s still a bit ‘lipstick on a pig’.
You could get a third party router, but make sure it’s compatible with the MER61 standard that Sky and Now use.
Or - and this would be my chosen option - get a pair of WiFi enabled PLAs - PowerLine adaptors - and set the sender adaptor up at the router end, and the receiver/WiFi adaptor in a mains socket upstairs.
Here’s the current model which replaces the one I successfully used to WiFi enable a garden office:-
Other retailers are available, of course….
Most ISPs supply poor quality routers, I've dealt with Sky, talk talk and plusnet kit as well as now, WiFi issues and more have all been solved with a better aftermarket bit of kit.
As for the ISP router, you should always keep it , some ISPs ask for it back (never understood that as they are invariably shyte) and sometimes if you have a line fault you may need to plug the ISP router in so your ISP can do a few checks/ trouble shooting
Most ISPs supply perfectly adequate routers, it is just that the default settings out of the box are far from ideal for all. With a bit of advice, research, knowledge and tweaking, especially on the wireless side, many home users can find improvements in performance. Pointing people to third-party routers is often an unnecessary added cost.