Nowbroadband Reviews 187

15.01.25. Now broadband have continued on with providing an incredibly slow & unreliable service. Have actually got into the practice of logging on at the library. It doesn't take 9-13 minutes to log onto Trustpilot, at the library

Date of experience: January 15, 2025

I contacted NOW Broadband to extend my contract but discovered my service was extremely slow at 11Mbps. Upon their recommendation, I agreed to upgrade from copper to fibre broadband. I was then transferred to 'NOW Broadband Powered by Sky' to order a 100Mbps fibre connection, with an installation date set for January 6, 2025. Surprisingly, I was instructed to call NOW Broadband again to cancel my copper service, a step that should have been handled internally.

On Monday, January 6, my copper broadband was disconnected as scheduled. However, 'NOW Broadband Powered by Sky' failed to install the fibre connection, leaving me without any internet service. I've been informed that I must wait until January 24, 2025, for Openreach to install the fibre cables, resulting in an 18-day period without internet access, which severely impacts my ability to work.

Despite NOW Broadband and 'NOW Broadband Powered by Sky' advertising themselves as the same company, they operate as separate entities. Neither has taken responsibility for the mishandled order, leaving me without service and caught between two seemingly uncoordinated branches of the same organization.

This situation highlights several issues:

1. Poor coordination between NOW Broadband divisions
2. Inadequate customer service and support
3. Failure to ensure continuity of service during upgrades
4. Lack of accountability for service disruptions
5. Extended waiting times for essential infrastructure installation

The overall service quality is unacceptable, especially considering NOW Broadband's history of complaints. Recent Ofcom reports indicate that NOW Broadband has generated the most fixed broadband complaints, primarily due to how they handle customer issues. This experience aligns with those findings and underscores the need for significant improvements in their customer service and operational processes.

Date of experience: January 06, 2025

Most useless company ever had to deal with. Am sure they employ there staff from the unemplable isle at the job centre. No communication from company,just told the same lies days after day. 8 weeks with no phone or internet for me and I’m apparently I’m priority

Date of experience: January 08, 2025

Dont had over your bank details to scammers in India. Unlesa you are willing to lose it all. They will scam you into buying their product and talk over you.

Date of experience: January 12, 2024

Shockingly bad download speeds nothing like the promises. The to canceling - worst than trying to cancel Ross in friends. Emailed as per instructions on site. Emailed back & told to phone. Phoned and automated message tells you to email!! You couldn't make it up.
BS324HG No 10

Date of experience: January 05, 2025

Broadband is insanely unstable and unreliable for the amount of money you pay.

Date of experience: January 04, 2025

I changed to this lot after seeing price of £21 on Martin Lewis website, signed up in June 24, they increased price to £24 in July, I knew there would be increase in April following year but no mention of one in July when I signed up. Would have stayed with old providers if I had known.
Then broadband went off on Christmas Day never came back on until 3rd January, no updates from Now, disgraceful service. BT give £10 a day compensation, Now less than £1.

Date of experience: January 03, 2025

Had NOW Broadband for 1 year (installation fine). Absolutely no complaints about the service provided. Therefore unable to comment on the experiences of Customer Service EXCEPT to say I was given a lot of notice regarding the ending of my 12 month contract and when I phoned NOW to renew (that WAS an awful lot of option button pressing) I got another 12 month contract at a big discount compared to the standard rate. So overall very happy apart from the automated telephone system.

Date of experience: December 30, 2024

I have been with Now for 3 years. Finally moving elsewhere. The connection in the house has been awful but there is no point in contacting the customer service because they are useless. I have had to contact them several times over the years and I have never once had a helpful agent. Please do not use this service. Go with Virgin or Sky for a similar price

Date of experience: December 30, 2024

Without a doubt the worst wifi available... Shocking connectivity issues, devices dropping intermittently is a constant throughout the day. Have complained regularly, had fresh access points added, signals split and enough troubleshooting done to last a lifetime. Got another few weeks of torture left til we move house and I will be going back to virgin media or sky. This shouldn't be sold. Period. Have had refunds and told the issue is sorted but I refuse to ring anymore.

Date of experience: December 28, 2024

Having been with now broadband for several years, I can’t complain out the speeds or price. The only few times I had experienced a line issue, it was resolved in no time. This is the only reason I have given them 2 stars. Having now left as I was offered a good deal on full fibre (which my previous line was not) now broadband still took money from my account despite knowing it was now closed. Customer services do not care and just keep saying the refund is on its way. They will not put me through to a manager and the complaints team, who you can only contact via email, just kept closing my complaint. I am still waiting on a refund 2 months later, the ombudsman are now assisting me with this. Would not go back

Date of experience: October 07, 2024

I have tried to cancel Nowbroadband but with no luck. As a Three mobile customer you can't call them. Now has still taken money out of my account without my consent. I have had to contact my bank.

Date of experience: December 20, 2024

Tried to cancel broadband but phone lines don’t work as soon as you press cancel broadband on chat bot it freezes I have sent an email on the account but don’t even know if it works I have been paying this broadband service along with another since 4september because new company had not cancelled for me and have said it was my fault so this is one pensioner who will not be having a happy Christmas

Date of experience: December 20, 2024

I've been trying to cancel my broadband plan (which incidentally came to an end after the 12 month contract was up) for weeks now. I can't call the helpline because it doesn't work and I can't cancel online. To go with that they have increased the fee. Doubled it! Disgraceful service. No way of getting a refund or speaking to a real human.

Date of experience: December 11, 2024

We have been with Now broadband and landline for several years now and couldn't fault them on the few occasions we have had a problem. Today received an email increasing the cost as we are out of contract and they were clearly trying to force us into a new contract. I found Virgin, Sky & Toob would be cheaper but when I called Now the man I spoke to couldn't have cared less. He tried to say it was because the other providers had longer contracts but when I said this was not the case he was very rude and said more or less take it or leave it we are not changing the price. Time to move!

Date of experience: December 18, 2024

Shockingly unreliable internet. As they piggy back off OpenReach, they seem to leave all technical issues to them, unfortunately I've needed a NowTV Broadband engineer for about 2 weeks, as I have no internet in my office and am a remote worker, so this is costing me money as I loose clients. I've emailed and called THREE times, but their automated phone lines are a nightmare and their customer service is shockingly poor, they haven't even bothered to return my correspondence. As soon as my contract ends, I'm out of here NowTV Broadband and will be making sure that I tell every one of your terrible service.

Date of experience: October 17, 2024

Been very happy paying £24, then got a email saying it was going upto £28. Then i have just checked my bills and last 3 months been paying £41.!!!
No notfication whats so ever. So be aware of what they will do to your account.
BEST AVOID !! Now Broadband as they will scam you and massively hike the bill when contract runs out.

Date of experience: December 13, 2024

Its a joke, forget it

Date of experience: December 01, 2024

AVOID, SCAM. I was with now broadband for over 12 months, never had an issue until was left without wifi for over a week (ended up changing to another company), no explanation why, after hours of trying to speak to a human rather than a robot that continuous says they do not understand what you are saying, I finally got though to someone who speaks very little english, not even an apology, said they would send an engineer out days later which after reading reviews on here is pointless anyways as issues can never be resolved. I decided to switch with EE & cancel the direct debit, the customer service is shocking & they even had the cheek to double my bill at the start of the year without warning, after switching, I had 7x very similar emails from now saying sorry I was leaving/I owe them a fee for cancelling etc. all sounds very dodgy to me!!! Even the emails look like scam. More than frustrating when you work from home & need wifi!!!

Date of experience: December 07, 2024

Very, very bad. Customer Service is non-existent. Impossible to talk to a human, website leads round in a circle, as if everything is all right, which it isn't, obviously. "90% of customers solve problem via chatbot"; well, what about the inheritance 10%, they don't matter!?
Cannot get away from them, as bb and phone are down. Speeds were terrible, when I did have a connection: pay for "11", guaranteed "8", get below "4" at best; before complete failure for over 10 days, I got "0.4", that's not even dial-up speed, engineer who came out, but couldn't fix it, pretty much laughed at the speed, when he tested!
Appalling!

Date of experience: December 01, 2024