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Jj6-13
Mentor

Wifi down for over 15 hours

Any help or any time frame on how long the outage is going to last on the broadband.. 

my internet light was amber and now it’s not even on. 
I can find no updates on the outage but when I called they said they have engineers fixing it. 
I have important things that I need wifi for and this is really not helping. Just a time frame would be great if anyone knows anything or how I can find out anything. 
Thank you. 

21 Replies
gavs82008
Legend 5
Legend 5

@Jj6-13 

You say Wi-Fi down, is this just Wi-Fi or Ethernet also? Meaning your internet itself is down? 

Give the broadband team a call to find out what the story is. Number is in the link below.

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

FYI that I do not work for NOW, just a NOW customer trying to help
Jj6-13
Mentor

Hi. The internet itself is not working. It went down at 5pm last night. My internet light was on amber last night but is now just off all together. I have called and was told to go on the forum for updates but I cannot find anything useful, hence why I made a post.
redchiz1
Elite

Hmm, that's not particularly helpful of them, is it?

 

The only thing I can suggest is to check through the options on the link below, if that doesn't help then get back to them and say so:

https://help.nowtv.com/article/having-trouble-with-your-broadband

 

gavs82008
Legend 5
Legend 5

@redchiz1 @Jj6-13 

It’s not the first time that broadband staff have told users to go onto the forum. 

Certainly find it odd as there is nothing we can really do apart from send them back to broadband support.

FYI that I do not work for NOW, just a NOW customer trying to help
Anonymous User
Not applicable

I find it strange that the internet light is off, I would have expected it to keep flashing until it makes contact with the cabinet. What if you power the router off and on again.

Jj6-13
Mentor

It’s been turned off and on and reset many times since around 5-6pm yesterday. The light was on amber for a good while but it’s been off completely since about 11pm last night!
Anonymous User
Not applicable

Have you followed the trouble shooting here: NOW Broadband Hub troubleshooting (nowtv.com)

Jj6-13
Mentor

Apologies for the delay in reply, still have no internet and I can only reply when I have signal. It has now been over 5 days. I’ve had no updates or anything. I have troubleshooted, it has been reset many times, I have checked everything. It just tells me that I have no broadband service (meaning a problem on their end) 

They ask me to check on here for updates but there is nothing.

I am just debating leaving as this is taking the **** now. No one has been helpful and as someone who works from home and studies from home, my internet access is very important. 

gavs82008
Legend 5
Legend 5

@Jj6-13 

Keep pestering the broadband team by calling them daily until it’s resolved. 

FYI that I do not work for NOW, just a NOW customer trying to help
Jj6-13
Mentor

Yeah, not very helpful! Thank you though
SamanthaRa
Advocate

Mine is also down, can’t seem to get in contact with anyone either. Has anyone had any updates

gavs82008
Legend 5
Legend 5

@SamanthaRa 

The number for the broadband team is on the first page of this thread.

Nonetheless here it is again.

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

FYI that I do not work for NOW, just a NOW customer trying to help
Jj6-13
Mentor

Finally got hold of someone and it’s a problem with openreach apparently. The fix date is supposed to be the 3rd of may, but we shall see..
SamanthaRa
Advocate

Mine is back on now, unplugged it this morning for 5 minutes and it’s been fine all day
Jj6-13
Mentor

Unfortunately mine is still down!
Anonymous User
Not applicable


@Jj6-13 wrote:
Finally got hold of someone and it’s a problem with openreach apparently. The fix date is supposed to be the 3rd of may, but we shall see..

I have a horrible feeling that means they have only just passed the call to Openreach. Does the land line work O.K.?

Jj6-13
Mentor

The woman who I got hold of was very helpful and she seemed just as annoyed as I was about me being told no information. She’s going to be phoning me back to make sure things are sorted
SamanthaRa
Advocate

I unfortunately don’t use a landline. My internet came back on yesterday morning, though yesterday afternoon went off a couple of times but all is fine now
JD1
Observer

Where are you based?  I'm in Durham & I've had no Internet all day?!

Jj6-13
Mentor

I’m down in Portsmouth. I haven’t had any internet since the 24th of April..