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fisherman
Advocate

Request for Network Engineer Visit Due to Internet Connectivity Issues

 

For the past three weeks, my internet connection has been intermittent. Specifically, I'm having trouble accessing certain websites. Even accessing the Now TV website is often very slow (taking almost a minute) or sometimes it won't connect at all. Occasionally, retrying works.

While IPv6 works fine, there are frequent connection issues with IPv4, and I'm unsure if this is the root cause. Interestingly, Wi-Fi works much better overall, but the problem lies with the Ethernet connection.

Is it possible to have an engineer come and check? I'm working remotely, and the unstable network is causing significant difficulties.

1 ACCEPTED SOLUTION
gavs82008
Legend 5
Legend 5

@fisherman 

Broadband staff won't be coming onto help. See this link.
https://community.nowtv.com/t5/help/faqpage/title/what-is-community-for

Below are some standard things you can and probably have done before calling the team.

Have you done a factory reset to the router indicated in the link below?https://help.nowtv.com/article/improve-broadband-speed

This link also shows any planned outages as well wide spread faults.
https://help.nowtv.com/service-status

You need to call the broadband team. See link for number.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

Also when you report it and only when you report it you’ll no doubt be in line for compensation.
https://help.nowtv.com/article/auto-compensation

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

View solution in original post

3 REPLIES 3
gavs82008
Legend 5
Legend 5

@fisherman 

Broadband staff won't be coming onto help. See this link.
https://community.nowtv.com/t5/help/faqpage/title/what-is-community-for

Below are some standard things you can and probably have done before calling the team.

Have you done a factory reset to the router indicated in the link below?https://help.nowtv.com/article/improve-broadband-speed

This link also shows any planned outages as well wide spread faults.
https://help.nowtv.com/service-status

You need to call the broadband team. See link for number.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

Also when you report it and only when you report it you’ll no doubt be in line for compensation.
https://help.nowtv.com/article/auto-compensation

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

 @fisherman @gavs82008 

Please note, for the avoidance of doubt, that such compensation would be based on the standard Ofcom rules pertaining to days lost on domestic broadband.

Now does not offer business broadband, nor does it accept any additional liability for business interruption.

Users of Now Broadband who employ it for business, rather than domestic, purposes do so entirely at their own additional risk.

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.
fisherman
Advocate

@gavs82008 Thanks, I will go throw everything.