I am hoping that someone on here is able to help me as NOW agents appear to be unable to.
I am writing on behalf of my 82 year old mother. She wanted to move from SKY to NOW and made the order in early March. However, since then we've been beset by error after error and total confusion.
1. Broadband was working okay but the landline was not
2. We were told that this was due to not being able to switch telephone numbers. After many many calls to NOW, they said that the problem would be corrected by cancelling the order and issuing a new order / contract. We reluctantly agreed to that and had expected an activation date of 28 May.
3. In parallel with that, I raised a complaint about the whole confusion / process.
4. This last week, my mother has had an email telling her that the complaint was closed. Upon phoning, the NOW aagent told me that he also deals with complaints and the complaint is still open (but can't tell me what the status is). She's received multiple emails and texts that make no sense at all and we cannot identify what is happening.
5. Then, today, my mother today received a letter stating "We have checked its progress and can see that your order has been rejected. The reason for rejecting the order is that the occupants in your new property have informed their provider that they are not leaving and have stopped us from taking over their line." However, she's lived in the house for over 15 years - there's no one else there and no one has contacted her.
We're at the end of our tether. I have to repeat the background every time either of us phone up and we're now at a point where we think we just need to give up. We're tempted to go with a totally different provider but not sure if the current problems will prevent that too.
Really hoping someone can help me!
