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No service

Hello, I’ve had no service since 11am yesterday, with the issue saying it’s there end… I’ve no idea when it’s going to be resolved and it’s affecting me as I work from home and currently have to hotspot from my phone 



Congratulations on knowing how to hotspot; a lot of people don’t even get that far.

Yes, I’m afraid that using Now, which presents itself as domestic broadband, requires the user who wants it for business purposes to have a fallback solution like you do, if they want to be sure of uninterrupted service.

My broadband will automatically fail over to a supplied MiFi dongle; but then it costs more than twice what yours does, and was set up for an employer who demands 24/7 tech support coverage (though not just from me on my own!)

So on balance, even with the hotspot costs, you probably have the most economical solution you can have.

Don't forget to tell Now when your outage started though, and ask them to formally start your compensation clock ticking from that moment; then, if it goes on for more than two days, you will be paid a daily rate until it does come back.

But even though it’s automatically paid compensation, you still have to let Now know, to set that clock ticking. If the outage drags on, though, the comp will at least cover a few hotspot GBs 😛

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.
Legend 5
Legend 5


As @RoyB pointed out about the compensation. See below link.

You'll need to pester the broadband team and report the fault for anything to be sorted. See below for the number.

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