28-09-2022 9:58
my broadband crashed last Tuesday (8 days ago). I was told different lengths of time that it would be looked at when I called (no-one contacted me) and I have now been told by some manager that it will be 10 days before an engineer even looks at it. The communication has been appalling and no-one has mentioned what compensation might be available for the HUGE inconvenience (i work from home).
Does anyone know if a) there is anything I can do to speed this process up
b) what compensation is available
c) if they have a responsibility to provide alternative wifi (ie tho0ught a dongle etc)
thank you
28-09-2022 10:36
WFH has exposed the fault lines in trying to use domestic broadband for this. It mostly works OK, but when it doesn’t, you are stranded 😢
a) No, beyond making sure Now are aware this issue is ongoing with you.
c) No.
I have BT, and if my broadband goes down, they will fail me over to a cellular modem within three minutes. They supplied me with this device, not much bigger than a credit card, as part of their service, and I keep it charged and ready, though I have never had to use it yet.
Some other suppliers do the same, but none down around Now Broadband prices.
I have seen calculations where, providing you have the right mobile phone tariff, you can continue to use the internet over a WiFi hotspot on your phone, and this works out as costing less than the daily compensation you will get under b) above, so you might want to consider that.
28-09-2022 14:35
Just to add, NOW have their own help page regarding compensation here: