@Pcrell
If it is Openreach, then premium ISPs will have a 48-hour SLA, and second-tier ISPs like Now will have a 72-hour SLA. Not that this guarantees anything will be fixed within that time; it just determines when compensation for continued outages should start.
But you have, as ever, asked the question that every user naturally asks, and that no support person without a fully up-to-date crystal ball can ever answer 😢
Set a Payment PIN on your account so that no-one but you can buy memberships on it.
Check your bank accounts monthly for any other unexpected payments to Now.
That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
