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Gwdihw
Advocate

Slow Broadband - Book an engineer

I've signed up for fibre broadband with a minimum guaranteed speed of 32.5 Mbps, but I can't get above 9 Mbps regardless of the time of day.

I completed the test in my account and got a message that an engineer needs to check a problem in the area, but would not need to visit the home.

It wasn't clear whether or not there was a charge for this so I did not proceed. Is someone able to confirm, please?

1 Solution
schnapps
Legend 5
Legend 5

Hi @Gwdihw 

 

Extremely unlikely you will be charged, where it sounds to me there is an issue somewhere on the telephone line or exchange which is the responsibility of BT Openreach.

 

Perhaps give the NOW Broadband Team a call or drop them a message using the Communication methods on this link page below.

 

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1 

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2 Replies
schnapps
Legend 5
Legend 5

Hi @Gwdihw 

 

Extremely unlikely you will be charged, where it sounds to me there is an issue somewhere on the telephone line or exchange which is the responsibility of BT Openreach.

 

Perhaps give the NOW Broadband Team a call or drop them a message using the Communication methods on this link page below.

 

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1 

Gwdihw
Advocate

Thanks for that. I thought there wouldn't be a charge as it wasn't mentioned, but it seems like a good idea to call on the number you provided.