Router does not work, performance is dreadful

[Scottjr]

My going live date was 2 days later than it was supposed to be, and over a month later the performance is dreadful.

All three green lights are sometimes on, but invariably the wifi goes down as soon as I try to actually use the internet.

In the rare instances it does work when I am trying to do work or stream something I get the message that I 'don't have enough bandwith'.

It has been impossible to get through to anyone on the phone, and I am sick of trying. I work from home most days, and this is costing me a fortune in using my own data or going somewhere with competent wifi. I am not willing to pay for this service any longer unless I get some sort of meaningful response and fix to the issue, and will be looking to move provider without paying the penalty clause given I've not been provided with the service agreed to when I signed up.

[gavs82008]

@Scottjr 

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

[Scottjr]

I have done all of these things. And as I said, it has been impossible to get through to the broadband team on the phone.

[Scottjr]

But cheers. Nothing seems to work.

[gavs82008]

@Scottjr 

You need to keep trying the broadband team using the number from the final link in my first post. As broadband staff never come on the forum. So all you can do is persevere by calling them.

[Scottjr]

Even running the test doesn't work - just tells me my non existent TV is absolutely fine, and then offers me various broadband deals one of which I'm already on.

[gavs82008]

@Scottjr 

As for the delay in getting your broadband up and running. This might be of help.

https://help.nowtv.com/article/auto-compensation

[a_knee_vee]

Totally agree. The wifi drops at all times of the day and night. I have had two previous providers and left them due to NOW being a competitive price. That goodness it's only a 12m contract. If only I could now get through to a  rep on the phone I could cancel 

[gavs82008]

@a_knee_vee 

Have you followed the steps in my first post to see what can be done?

[chilli2]

The Router provided by Now is notorious ( or well known) for its poor wifi performance, whiles its ok for some for others its nothing but trouble.

To rule out wifi issues when checking your connection you must connect via ethernet, and form there you should be able to tell if tis the connection, or just a wifi issue.

Also what other providers were you with at the same address, and what package were you on with each provider, plus what package are you on with now?