Engineer needs to visit - Disabled ..but order says no Engineer needs to visit

[Disabled-Bea]

Have been calling the 0330 041 2460 for couple of times a day since last week..cannot get thru and am very anxious that i wont have a good set up tv as, when i went with sky 6 yrs ago,engineer had to visit with extra length of cable from router to tv box because of the set up of my tv in lounge...Help please

Bea

[schnapps]

Hi @Disabled-Bea 

When the Sky Engineer come out was that relating to your Sky Broadband or a problem with the Sky Satellite box ?

Where what you are describing might be a long Lan Ethernet cable between your Router and Sky Satellite box.

Where NOW don't have TV Engineers like Sky Satellite for their TV service.

If it's NOW Broadband related then perhaps try this telephone number on this screen shot below.

Should it be TV streaming related, then what playback devices are you trying to watch on NOW TV (please note the Sky Satellite box doesn't support NOW streaming with their TV Memberships).

[Disabled-Bea]

Hi schnapps, have been on mobile again! to NOW re no landline connection...very unhappy with customer service ..they insist i have a live landline connection...had to cancel my pendant alarm appt as they can only connect with live landline...have told NOW am vulnerable customer but no--ine listening.. sent complaint as this new provider said i was activated on 31 July and now hae no emergency landline!!

[schnapps]

Hi @Disabled-Bea 

Being a NOW customer like your good self, I can't really help much other than to say keep pestering the NOW Accessibility Team and if of no help ask to talk to a NOW Manager.

On your landline telephone is there any dial tone or is the line completely dead to either make outgoing or incoming calls ? 

[Jayach]

Just what is it you have taken up with Now?

Without knowing that, it would be difficult to offer advice.

[schnapps · Accepted solution]

Hi @Disabled-Bea 

If it says self install on your online account under Broadband & Calls > Orders & Appointments section, then follow these instructions in the guide below.

https://help.nowtv.com/article/how-do-i-set-up-my-now-broadband-hub-two 

Also, because you mentioned being disabled, it might be worth getting in touch with the NOW Accessibility Team from the link page below.

https://help.nowtv.com/article/contact-now-accessibility-team 

[Disabled-Bea]

Thank you.  have sent online email to Accessibility Team.

[Disabled-Bea]

Hi schnapps

Still no dial tone and line is a dead as a dodo....going to ring them again on mobile...cannot receive incoming calls as many family have tried...its so exhausting..

[schnapps]

Hi @Disabled-Bea 

Keep onto them, if you do manage to speak to a NOW line Manager, ask them to ring your landline whilst you are still on your Mobile phone to them, where hopefully the Manager will see that there is a problem with the telephone landline, even if their system is saying the line is fine.

Hope you get it resolved.

[Disabled-Bea]

Hi schnapps, yes landline working now after Open Reach engineer visited ...thank you for your helpful comments.