Password for talking to Customer Services

[Lawrie]

I’m trying to upgrade my package but can’t do it because Customer Services needs a different password from the account log in password. I’ve no idea what this is. I’ve no record of it. There seems to be no way of finding out or talking to someone who understands the problem. Can’t even cancel the account without it! So, Now are taking my money, providing a poor service which I would like to upgrade but I can change nothing, I’m told, not even cancel! The account was originally set up over the phone so is it possible Now set a password that I have no access to? Very frustrating.

[gavs82008]

@Lawrie 

As you haven't mentioned I am going to assume that you are talking about broadband?

You could try filling this form out if calling them doesn't work.
submit your complaint by web form

[Lawrie]

Yes, broadband package. Thanks - I’ll try the form but I’m so annoyed and frustrated. Fairly sure any password was set by the person I spoke to in 2020 when I started the account as I’m religious about recording them.

[seebee]

If it helps, I joined NOW broadband last month and only have the "web password" that I know of.
However, I set my mum up with NOW broadband a couple of years ago - out of curiosity I looked at the notes in my password manager for her account and I see she also has something I wrote down as "call centre password". I vaguely remember having to speak to NOW about setting up voicemail on her landline at the time, so perhaps that password only gets created if you ever phone them?

[Lawrie]

Thank you for this. I’m beginning to think it’s the nub of the problem but without having that password I’m stuck in some circular no-man’s-land. I did finally manage to access a complaint form but have no confidence it will produce any action.

[Lawrie]

Noooooo, it’s not! I just thought I was saying I accepted that someone replied. This is what I really think. 
This is almost funny. The form is a route I had already attempted but the broadband is so slow it won’t download. I rang them because I wanted to UPGRADE. Can’t upgrade, complain or cancel. Orwellian.

[gavs82008]

@Lawrie 

Go to my post and click the 3 dots, you should be able to hit un-accept solution/answer. 

Sounds like you're having a bit of a nightmare! You could always try the form using another browser or deleting the cookies and data?

[Lawrie]

Thank you. Another browser is a good idea, too.