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Pch
Mentor

new customer, internet down

My internet is down since day 1. Phone customer service claims that line is up, which is not true. When I log into Now portal and navigate to the technical checks, the report says that line is up and shows devices connected to broadband that are not mine.

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gavs82008
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Legend 5

Re: new customer, internet down

@Pch 

All we can suggest to you is to keep calling broadband support. 

 

 


FYI that I do not work for NOW, I am simply a NOW customer trying to help I am a Community Contributor This means that I know a lot about the service and like you I am still a customer. For any account issues you’ll need to contact staff via customer support.
schnapps
Legend 5
Legend 5

Re: new customer, internet down

Hi @Pch 

 

I am guessing you have tried pressing in the small reset button on the back of the NOW Router for around 15 seconds.

 

Sounds like BT Openreach have crossed the line during setup with either another NOW or Sky Broadband customer, either at the street cabinet or at the exchange, where i have seen this reported in the past.

 

Get back on the phone to the NOW Broadband Team and question the devices showing under Technical Checks and ask for an Engineer to come out and investigate it and also sort out the internet.

Pch
Mentor

Re: new customer, internet down

Yes I tried to reset already. Thanks for your help, I'll call them!

Pch
Mentor

Re: new customer, internet down

Spoiler
 

Thank you

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