Nowbroadband Avaliações 394

1 star is generous for my experience, which was the following.
To be fair, the broadband itself was fine. No problems. But it was ending the contract where they failed abysmally.
I've just finished a 4 month dispute. I was lied to by all 5 staff I spoke to at the awful helpline service. Don't even bother calling them. You will be lied to in a way that is so blatant it is unbelievable! They took unauthorised funds from me after my explicit notification that I wanted to end my contract (at it's end date, not even prematurely). Emails got bounced back from where they'd told me to reply to. Then they tried to issue a new case number after 3 months (companies do this to put you back to square 1 again, hoping you give up). Finally I was told (in writing) I would be refunded the unauthorised payments and paid compensation. They then tried to go back on this and I had to dispute that too.
Thank God for Gemini who became my best friend throughout this, giving me the best email addresses to write to, and informing me of what lay behind their behaviour (why the emails were bouncing back etc) but also telling me my rights.
Finally Gemini gave me a contact for the CEO. Twice I emailed her and even then I never received a response from her team, which I find disgusting. However after a 2nd threat to pay me or have me raise the issue with the ombudsman, (which I still may do) I was finally paid.

For a multinational company their treatment of a paying customer was, in my opinion, nothing short or duplicitous,disrespectful and quite frankly disgusting. For the CEO to be made aware of lying employees, unauthorised payments, failure to honour a written agreement, and emails bouncing back as a clear avoidance tactic, and not reply with any kind of acknowledgement or apology, I feel is horrific. Yes Dana, are you not holding anyone accountable for this behaviour? Clearly not!

You could not pay me to touch NOW again! Avoid at all costs. They do not deserve your hard earned money. They may take more than they should and take 1/4 of a year to return what they unlawfully took! Again I say, disgusting!

arrogant thieving criminals

Customer service are useless. They send you the wrong information and leave you on hold. I clicked on their link to live chat to then be told that this only works for discussing TV deals not Broadband. The website is very confusing and the account management area has zero information. Even the invoices have zero information to understand your billing and what you're being charged for.

The internet cuts out all the time and they remove the discount they apply every year so you pay double unless you call them. I don't want to spend my life on the phone talking to them.

Please don't waste your time and go with a better provider.

I ended my contract with them in 2020, i noticed that funds had started being removed from my bank account every month a few years later without my authorisation. As they take the money via a recurring card transaction i was unable to cancel it online. So I called customer services who are completely useless and have no idea, they denied that any money had been taken even after sending them screenshots, and refused to help in anyway. After backwards and forwards calls and emails, I eventually had to go to my bank and block them from taking any more money.

My experience with NOW broadband wasn’t great. We’ve experienced numerous drop-outs and disruptions (not ideal when working from home) but the customer service side is the least impressive.
Previously, we were placed on a special renewal offer that ‘failed to activate’ so we were overcharged for a good 5-6 months. NOW did sort it out, but only after I called to discuss it several times.
We’ve just left to join Community Fibre and, despite over two weeks’ notice we got billed for the month ahead three days before our service was due to be disconnected (and it may be our billing date, we’ve been inexplicably billed for a month when our contact ends in a week and they know we’re leaving). When I called (which is the only way you’ll ever get any explanation for billing discrepancies) they said we’re entitled to a refund. However, we need to wait until the end of the billing month (a month almost entirely without any contract), and I need to remember to call at the right time to get a refund in 3-5 working days. If I ask them to set up an automatic refund it’ll take 45 (not a typo) working days from the date of request which, to me, feels cynically designed to lead people towards the option they’re most likely to forget to follow through on, rather than the option that should help their customers.

I’ve read a lot of negative feedback on here about NOW’s practices, and I have to say I can see where they’re coming from. We made a note to check our bank account every day this month for outgoing payments because we simply didn’t trust NOW Broadband to do a clean break, and it looks like we were again right to do that. And how can you give a company you feel that way about a positive review?

I’m giving them 2 stars because the broadband did generally work, but I feel the minimum a company should do is provide the service you’re paying them for.

Do not touch with a bargepole. I had an email to say that I was out of contract. It also said that even though I was out of contract, I had to give 10 working days notice. I did give 10 working days notice to terminate my broadband service with them. The service terminated ten working days later. Despite this, one week after the notice was given they still charged me for a full month broadband and calls as well as the part month to when the service terminated. On contacting them, I am told I will get a refund of the extra payment, but that I have to phone them back in two and a half weeks time to get the refund credited back to my credit card.

Impossible to cancel subscription, called told it was cancelled, emailed also told to cancel at end of contract but they are they still are taking money from my bank. My bank having to step in and they said they are very well known for this.
Absolute scammers

I had a really disappointing experience with NOW Broadband (I believe they are now part of Sky Broadband) and feel others should be aware.

I was experiencing ongoing technical issues with my WiFi, which is especially stressful as I work from home and rely heavily on a stable connection. When I contacted customer service, I was told the problem was due to my router being out of date. The agent insisted that the only way to fix it was to upgrade to a new 24-month contract with Sky, and that they could temporarily extend my current router for a week until a new one arrived.

Feeling like I had no other option to get back online for work, I agreed and signed the contract. Later, I checked online and realised the deal I was put on was actually more expensive than offers available publicly.

Once I had signed the contract - believing it was my only option to get my WiFi working again - I spoke to the technical department, who informed me that the previous agent I spoke to had misinformed me. In fact, the WiFi issues I was experiencing were due to engineering work in the area, and this information was not on their website or stated anywhere in my account.

I would not trust this company and don’t trust a word that comes out of their customer service agents. Avoid at all costs.

Absolutely appalling . I wanted to cancel my subscription told me to go to the bank to do this on reoccurring card payment I said no it is not the bank it is you I have to cancel with . He wouldn’t do it . So I rang the bank who said who put a block on it but still need to cancel with . Rang them back and guess what the complaints department had technical issues. I also rang another time and they told me twice that they couldn’t find me on the system The 3rd time I was there . Absolute shite

Renewed after being with these lot for 3 years. Renewal experience dreadful and clearly trying to get existing customers to go over to Sky as broadband is powered by Sky anyway. Customer service is really poor and this is definitely my last year with Now.

Just received an email telling me my hub will no longer receive security or software updates and if it becomes faults after July last year I can leave without a termination fee. I renewed my contract in November so why has it taken so long to tell me. I wouldn’t have renewed if I’d known.

I was on a contact with Now at £24 pm it then suddenly started increasing with out any reference to me and got up to £44.50!! Rang to speak to someone about this and he could not of been more unhelpful!! Refused to refund me, even though this is there problem and was very rude and unhelpful! Didn’t help he did not speak English very well, so could hardly understand him. Not impressed, massive rip off and the WiFi has not really worked very well anyway and staff are extremely unhelpful and obnoxious.

I've had to give them a star with no option to leave none. Zero customer service, impossible to call, they ignore emails. And if you're daft enough to sign up with them, be prepared for the long haul - leaving is nigh on impossible, which should be illegal. Don't do it!

Very poor. Service drops out quite a lot. I phoned to accept their renewal offer but my direct debit was never amended so I have been overcharged by about two hundred pounds over the year at the ‘out of contract’ price, although I accepted a new contract.
This has not been sorted and now are very difficult to contact. Avoid

Now broadband uses dirty techniques, if you want to switch to another provider don't call NOW, just switch online, otherwise they would block you on purpose. When my contract finished I called to ask about their new offers, they then apparently marked my account which meant they blocked me from switching to another provider online. Had to call 5-7 times and everytime they gave me different information about what happened.
The agents are the worst I've ever had to speak to, so incredibly rude but also annoyingly incompetent - this is what happens when companies outsource abroad - will never touch NOW again even if it's for free!

I missed their contract renewal email, and because of that, they started charging me an additional out‑of‑contract fee. When I contacted them and asked to reverse the extra charge and simply keep the same rate I’d been paying for years, they refused.
What’s worse is that I explained I was moving home and would have to leave the service anyway, and yet they still said they could only reverse the charges if I stayed with them. So after being a loyal customer for 4 years, the only “help” offered was conditional on keeping a service I literally cannot continue using.
Where is the loyalty? Where is the customer care?
Honestly, this was a pathetic experience, and a very disappointing way to treat long‑term customers.

These clowns are truly the worst company you are EVER likely to deal with. I've dealt with a lot of bad customer service over the years but these people really take the top spot. They don't deserve to have any customers at all - they are totally incompetent. The only time you will ever get anything done is by taking them to CISAS. I'm fed up to the back teeth with them and am moving to a service with British call centres.

Rang to cancel them at the end of the month, they cancelled the next day. Truly, truly abysmal company that deserves to go out of business. Their customer service is of no use. Don’t give them a penny of your money

If I could give less than 1 star I would. Staff are totally incompetent. Cancelled my broadband due to a mix up with another provider (not my end), despite several calls to their customer services team confirming this wouldn’t happen. I’ve now been left with no broadband due to their inability to communicate with their customers. They should be ashamed to call themselves a communications business!! Steer well clear.

Absolutely dreadful. Frequent outages, a cutdown router that makes even simple things impossible and customer service who I am convinced are employed solely to wind people up.

Was stuck with them when not long after signing up, my area moved to full-fibre installations only and living in a rental I couldn't get permission for a new line to be installed from another operator.

Had to change my payment details after my card details were compromised (not by Now, I should add), and Now were incapable of using the new details. Every month, "your payment is overdue" - despite me having updated my card details on the site repeatedly.

When it came to move out and I could finally be done with them, phoning up to cancel just resulted in rude staff ignoring what I was saying and talking over me, insisting I don't have any payment details and that my bill was overdue *again*. As part of security one of them insisted that I verify my card details against the one they hold, while also claiming they don't hold any details, and I couldn't make him see how that made no sense. I had to hang up and try another agent. None of them would allow me to speak to a supervisor.

I couldn't cancel while it was overdue so had to enter my details yet again.

Finally, couldn't even cancel on the day I was moving out as it's a bank holiday, so hope the next residents don't want to be able to set up broadband when they first move in.

And once I was out of the fixed term, they wanted £44.50 per month for standard FTTC!