NOW Broadband allows you to get both broadband and TV packages, all under one bill. It offers a variety of different broadband speeds, as well as bundles that include phone or TV services.
If you've got a reason to call NOW customer support, you can use this page to find the correct phone number, email or address quickly. With all this information in one place, we hope you can get back to enjoying a brilliant broadband service in no time.
How to contact NOW customer service
NOW customer service opening hours are 8am to 8pm, 7 days a week.
If you call at peak times, you're likely to be placed in a queue, so try to call during quieter periods.
NOW broadband contact number
There are several ways you can get in touch with NOW Broadband, including hopping onto the NOW website FAQ to access its live chat and phone line.
NOW prefers customers to refer to the online FAQ system to troubleshoot issues. You can then check with the live chat for further help. It asks for customers to only call if the problem can’t be fixed, or there are other issues not covered by these online resources.
If you need to speak to someone, NOW customer service's phone number is 03303 323 050.
If you're thinking of cancelling NOW Broadband, you'll need to call 03300 412 473.
You can also email [email protected].
NOW Broadband postal address
If you prefer not to call on your landline or mobile and would rather put pen to paper, the best address for NOW TV and NOW Broadband customers is:
NOW TV Customer Care
The Hub
1st Floor
Grant Way
Isleworth
TW7 5QD
Is NOW Broadband down?
Having problems connecting to the internet? It could be that NOW's home broadband service is down. Perhaps you don't have any streaming TV, or you can't access Facebook, or collect emails. There might even be a telephone outage.
There's a chance the issue is related to the wider network and not caused by something at home. Before you contact NOW, we recommend you take a look at your cables and connections. Check the following:
- Is everything connected to the router?
- Is the device powered up?
- Is your TV box connected to the router?
- Have you tried accessing Wi-Fi from a different device, or restarting your device?
If there’s still a problem, check NOW’s official Twitter/X account. If there’s a serious outage, this will be the first place it updates customers.
You can also use Downdetector to check the NOW broadband service for outages. If you’re regularly having issues with your fibre broadband, we recommend using our speed test. Make a note of the times you have issues. You can use this to work out your average speed, and it’s good evidence if you need to raise a case.
If you need more help with internet problems, read our guide to troubleshooting broadband.
How to complain about NOW Broadband
Get in touch via Twitter / X
You can use Twitter to send a message to NOW.
However, one problem you're likely to face when contacting NOW Broadband via Twitter is that this account also covers all of NOW TV's services. It can be difficult to be seen due to the sheer number of messages and comments.
But it only takes a few moments to send a polite message outlining the problem. Give it a go! You might get a quick response and nothing’s lost.
Speak to customer services
Should social media give you no joy, contacting NOW Broadband customer services is the next step. Use the live chat function, or call 0800 759 1213.
Complain in writing
If you're struggling to get the level of customer service you're expecting, you might decide to contact the provider by post. You can send your mail to:
NOW TV Customer Care
The Hub
1st Floor
Grant Way
Isleworth
TW7 5QD
As ever, be polite, ensure the letter is typed for legibility, and include as many factual details about the problems as possible.
Complaining about NOW to Ombudsman Services: Communications
In some cases, it might be necessary to take steps to log an official complaint. If poor customer service has blighted your experience, this could end up being your last resort.
Follow the provider's own complaint procedure, and await the outcome. If this hasn't worked out, you receive a deadlock letter, or you’ve waited over eight weeks for a response, then it's time to bring the matter to the attention of an Alternative Dispute Resolution (ADR) body.
ADR schemes act on behalf of your ISP to achieve a favourable outcome for both you and the internet provider.
To complain about an ongoing issue with NOW Broadband, you can contact CISAS (Communications and Internet Services Adjudication Scheme).
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What to do before you complain to NOW
Troubleshoot the problem
Try your best to tackle any technical problems yourself first. NOW Broadband has a number of technical support guides, and you can also check your service status.Document everything
Keep a record of times, dates, and calls. If you speak to anyone at NOW customer service, take their name. Document all speed test records and any other relevant data that could help. These can all be helpful if you have to escalate your complaint.Make sure your complaint is valid
Broadband speed
Ask for assistance if your NOW Broadband service is slower than expectations for your postcode. But double-check your contracts. At the point of sale, you should have been given a speed estimate, which may be different to the advertised package speed. If your broadband speed persistently falls below this estimate, you have grounds to take this further.
Check with a tool like the Broadband Genie Speed Test. Run multiple tests at different times over several days.NOW Broadband is signed up to Ofcom's voluntary code of practice for broadband speeds. This gives broadband consumers more rights when complaining about speed, including the right to leave a contract early without penalty. But make sure to follow the process correctly to avoid unexpected cancellation fees.
Service problems
If a broadband complaint relates to traffic management or blocked website, you may not have much success in complaining. If you feel like the limits are restrictive, and you weren't made aware of them when you signed your NOW contract, you may still have a case.If a complaint refers to a delayed repair, missed appointment, or delay with the start of a new service, you should be entitled to automatic compensation.
Mis-selling & overcharging
Complaining about the cost of a service is unlike to change things, unless it's significantly different to the broadband deal you were initially sold.Customer service
If you feel NOW Broadband's customer service isn't providing adequate assistance, ask to escalate the complaint to more senior staff members.
Just want to leave NOW? Here's how to switch
Have you had enough of NOW? Are you struggling with your download speed? Does your broadband connection keep cutting out? Maybe you’ve got your eye on another fab fibre product elsewhere. If you’ve reached the end of your contract, you can switch for free to a cheaper deal.
To find out when your contract ends, contact NOW using the details above. We'd also recommend our guide on how to cancel NOW Broadband.
If you're free to switch, we recommend doing some research first before you get in contact with NOW, we've put a couple of our favourite deals below:
Not all of these broadband deals will be available in your area, so if you'd like to double-check, simply enter your address below:
If you’re ready for a switch up, but there aren’t any NOW broadband packages that catch your eye, switching is a simple process.
In most cases, you won't even need to speak to your current provider before making the move, thanks to the One-Touch Switch process. Find out more in our guide to changing broadband providers.