Broadband DOWN!

[Pensioner]

I have had Now TV Broadband for 3 years.  My broadband has been down for 5 days, this is the 6th.  It comes on for an hour then goes off for the rest of the day. There are 5 other Broadband providers which my neighbours use that are down too .  I live in Norwich Norfolk. Are any other parts of the country having similar issues?

[chilli2]

No issues here, although if you say 5 other broadband providers that your neighbours use are also down points to an issue with the openreach infrastructure.

 The correct way of sorting this is for you to contact Now broadband and your neighbours to contact their respective broadband providers to report a fault and then those broadband providers will /should contact openreach.

 As with most things there is a shortcut to this pass the parcel approach, however this will require a little work - If there is damage to parts of the openreach network, ie a pole that is damaged or a green street cabinet that is damaged and unsafe ( ie door open car crashed into it etc) you can report damage, and/or unsafe openreach equipment directly to openreach however this can only be if the equipment is damaged and or unsafe

[Helen311261]

@Pensioner my broadband has been  down more or less the same as your issues comes on a a few hours then off reset everything g comes back on for a while then off have contact them they say it’s an open reach problem and should be fixed within 2-3 days no good when security to house is compromised as ring doorbells and camera rely on the internet connection

[gavs82008]

@Pensioner 

Broadband staff won't be coming onto help. See this link.
https://community.nowtv.com/t5/help/faqpage/title/what-is-community-for

Below are some standard things you can and probably have done before calling the team.

Have you done a factory reset to the router indicated in the link below?https://help.nowtv.com/article/improve-broadband-speed

This link also shows any planned outages as well wide spread faults.
https://help.nowtv.com/service-status

You need to call the broadband team. See link for number.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

Also when you report it and only when you report it you’ll no doubt be in line for compensation.
https://help.nowtv.com/article/auto-compensation