03-11-2020 19:55
I’m on the Super Fibre plan & since March I’ve not been getting anywhere near the guaranteed speed for the connection.
Today I ended up having to abort my Twitch Live Stream as it became unstable.
I then did a line test through the NowTV website & it said that Slow Broadband detected. I did ever that the line test said to do & was told that it couldn’t be fixed & to call customer services.
The Customer Services Agent said that he’d do a Line Test, which he then said the connection passed, & he was going to email me instructions on how to speed the connection up.
The instructions basically said to change the WiFi Channel to speed up the connection, which surprise surprise didn’t work as redoing the line test on the website still detected slow Broadband that couldn’t be fixed.
Do the CS Agents actually have any knowledge on the subject or are they just reading off of a script that tells them to leave an appropriate amount of silence on the call to make it look like they’re doing a line test, then say that the line is fine & give the BS advice to change WiFi Channel when that’s not the real fault?
Roland
03-11-2020 20:45
@Anonymous User
Hey Roland
Reading through your post indicated that you are frustrated with the service you are getting, so I guess you really only have two choices:
1) Call Now TV broadband customer service again and insist on them sending out an engineer to fix your problem.
You probably have this number already: 0800 759 1213
2) No need for me to suggest your next move.
As for your 6th para, no one can really answer that one.
Wish you luck
UK Bob
04-11-2020 10:37
Going to phone CS again.
Just needed to vent with the 6th paragraph as it seems pretty stupid to suggest changing WiFi channels on the router, as that’s not going to fix a slow Broadband connection.
Or CS know what the problem is & just suggest something stupid because they think Customers don’t have a clue about computers & networking.
Roland
04-11-2020 12:32
Well contacting CS again was a huge waste of time.
was told to separate the 2.4GHZ & 5GHZ WiFi Bandwidth 🙄.
so I connected my Laptop directly to the Router with an Ethernet net cable, & you guessed it the Line Test on the Website says the same thing as when connected via WiFi, so CS Agent are definitely reading off of a script and have no knowledge of Networking.
Roland
04-11-2020 14:38 - edited 04-11-2020 14:38
@Anonymous User
You did ring the Broadband number that @ukbobboy gave you and talked to them, rather than contacting Live Chat?
04-11-2020 15:34 - edited 04-11-2020 15:35
I rang 0800 759 1177
I used that number yesterday & they said to change the WiFi channel Number.
I then rang that number again to day & they said to split the 2.4GHZ & 5GHZ Bandwidth.
Yet I have the same problem when connected via Ethernet.
They seem to have got an obsession with everything being WiFi related.
They’ve also said via email that there is nothing more that they can do & consider the problem resolved.
Roland
04-11-2020 22:28
05-11-2020 6:52
05-11-2020 9:27 - edited 05-11-2020 9:30
@Anonymous User
What speed was guaranteed to you?
What speed are you actually getting, measured on a device connected by Ethernet to the router?
If you look at competing ISPs, what speed are they predicting for your service?
There is just the one broadband line going into your home from the exchange, which any ISP would use. So (absent, perhaps, replacing that line with FTTP) NowTV should be able, technically, to give you the same broadband speed as anybody else can.
Marketing, where they sell you a slower service for a lower price, can come into this, of course; but they should still give you the guaranteed speed for the service you have chosen.
You can give NowTV 30 days to fix the problem; and if they can’t, you can walk away without penalty, and possibly with some compensation.
05-11-2020 9:44
This is my speed info from my account.
Download speed:
Estimated 38.7-55.9 Mbps
Guaranteed 32.6 Mbps
Upload speed:
Estimated 8.1-13.0 Mbps
When I do a speed test with my Laptop connected directly to the Hub 2 by Ethernet I get around 15 Mbps down.
I was looking at Origin Broadband & they do an average speed of 67 Mbps down & 17 Mbps Up for the same price as I’m currently pay NowTV.
Roland