NOW Home Broadband Reviews

Shockingly bad customer service ...no understanding or acknowledgement of concerns raised, refusal of request for email responses to queries and refusal for end of contract bill

The connection was terrible for a long time because there was an issue with my router that took a very long time to replace

Phone connection and broadband are very good for our needs

Terrible my dad is elderly with Parkinson’s disease, his phone and internet are down with no engineer for 48 hours, leaving him vulnerable for days . Not great customer care ☹️

Poor service, poor customer service, and no resolution of issues.

Wish I could give them less stars. I tree took out my cable during the last storm. Have been on the phone multiple times, they were worse than useless. Supposedly booked engineer yet no one has come. Said once no one was home but we were, plus a way in between the houses, one visit was rejected. Last time I called best they could do was send it to the network team. That can take up to 72 hours. Still don't believe that was even done. I've been with now broadband for years. Disgusting. Will definitely be switching to another provider.

Advertised as up to 63 mbps. As soon as purchased, it's actually only 15 mbps due to the line... the worst broadband providder i have ever been with. streaming movies or playing online games, I get disconnects most days. Told the line is fine and speed is what the line is limited to. Somehow worse than sky who I had before. You get what you pay for. Never again.

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 Braodband and will be making sure that I tell everyone of your terrible service.

I have been with NOW since 2020. I have brilliant broadband, a landline and anytime calls. I have never had any problem with this company at all. I have just renewed my contract for another year at £28 per month. I am very happy with NOW and hope to remain a customer for many years to come.

the worst broadband providder i have ever been with. try streaming or playing online game when you get constant disconnects like 20 times a day at times..

It's okay, could be faster though.

Unfortunately, I cannot get fast speeds in my block, therefore the Now ADSL is the only hard-line available option. The speed is what it is, but the internet goes up and down too often. Too unstable.

Now Broadband is good for the flexibility of a 1-month rolling contract but during our time with them we've had a few outages so it's not always the most reliable, but customer service were good to resolve the issues. However, we have had to use Internet booster plugs to improve the internet speeds upstairs. They've also significantly increased our monthly bill so it's likely we'll be looking to leave and get a new provider

Never had any issues with customer service - had a engineer come out within 3 days of the arrival of the box and it didn't work due to past tenant cutting a cable they weren't meant to. The speed was always good, it would drop out every now and again (like every broadband provider I've ever had) but it's easily fixed by a turning it on and off again.

I am extremely disappointed with Now Broadband. After experiencing poor service and deciding to cancel, I became aware they had incorrectly charged my account and promised a refund, but they have refused to issue it. Their customer service has been incredibly unhelpful! It’s frustrating to deal with a company that won't honor their commitments. Avoid at all costs if you value transparency and decent customer care!

Absolutely atrocious, I’m a few days of being free of them. Customer service ???????? what customer service?? The last 5 months I’ve had nothing but trouble, three engineer visits after being on the phone for ages (no live chat on broadband)…… low speeds , dropouts and days without any broadband was the norm with this company. Every time I did get through I was told that my line is ok but honestly it truly wasn’t…..or did they think I enjoyed waiting on the phone at random times of the day?? Or even worse and that I was lying?? Even sending emails was ignored and in some cases didn’t even reply….ill be so pleased when my contract expires as I’ll never going to look back at this shambles of a company.

The WORST broadband provider I have ever used. Assured me they would be able to provide broadband in a property they were unable to do so in, and told me that taking out a different contract with them would fix the problem. This took multiple phone calls and hours of time, when I had already waited weeks for an engineer visit only to be told it couldn't be done. It wasn't until I spoke to an engineer at Sky that I was told nothing they had told me was true and that they would not be able to provide service. I had all contracts terminated. A few weeks after, they automatically billed me and it came to light they had not cancelled the contract. I contacted them to discuss. Now once again, weeks later, I have discovered they have still linked a subscription to my bank account that I am unable to cancel from my end and are still attempting to charge me monthly bills! I have had to list a dispute via my bank to block them from taking money out of my account for a service that was cancelled and that they are not providing.

My connection lasted all of 6 months before the first issue lost connection for a week forward 5 months of continuous dropout and the latest issue is no internet for 22 days and counting I’ve had openreach to the house 28/8/24 said they’d fixed it two hours later back to square one. Cue lots of fruitless calls to now to speak to staff reading from a script to be told I need to wait for 24, 48, 72 hours or whatever figure they chose whilst openreach fixed the problem at the exchange, wait for a part, connector, wire or again whatever excuse seemed plausible Currently waiting for openreach to come to house again 16/8/24 to “fix” the problem. Throughout this Now (should be called Sometime Later) didn’t update call back or inform. It’s become routine I get in from work and spend 25 minutes on the phone to find out what is happening. ( not a lot generally ) despite having made it clear I want to complain they have done nothing about it and have failed to follow in my case their own complaint procedures. However having written to the compliance officer I am still awaiting acknowledgment or response a week later. I’d bet on having broadband from Now sooner than a response about my complaint. All I can do is dispute the payments to Now with my bank and leave to another provider wait another 6 weeks and complain to ombudsman

woeful-no internet almost all day today-couldn't even complain as they do not recognise my account and it is impossible to get through on phone.worst service provider Ihave ever used.talktalk were much better,only stopped using them because they charged me for a mobile chip which I never used.take my advice and do not use now broadband

I don't write too many reviews, but if this review stops anyone from signing up it'll be worthwhile. Please don't sign up with this awful company. My customer service experience was so bad I cancelled my account straight away. I had been in touch with the Now customer service department via email with regard to closing my account as I am leaving the country. There's no way to cancel your account online or via the app, as they want to force you to speak to their retentions team in the hope they can strongarm you into staying. Once you put cancellation into their chat bot, it just drops out too. Awful. I finally found the time to call the retentions team, and coincidentally on the same day my internet had stopped working. The retentions team were able to cancel my service quite efficiently, but during the call the person I was speaking to was sarcastic and subtly rude. He was obviously just reading from a script, and asked me if I wanted to setup a new password despite obviously cancelling my service. Not interested in who you are at all and just working through a checklist. So impersonal, but this was actually the good bit! For the loss of internet I was put through to the technical team. They could not resolve the fault over the phone, so offered an engineer despite nothing having changed at my address. I agreed to having an engineer come round the following day, and on the dot off 8pm the phone cut off. Their customer service, as it is, is only available between 8am and 8pm. Despite this, no one called me back. So, I called back the following morning only to find out that no engineer had been arranged. The person I had spoken to the night before wrote on their system that they had tried to call me back which was an absolute lie! So, I continued my conversation with this new agent, and she worked through her script stating that she could only get an engineer to me the following day despite being before 9am. There was no flexibility, and she was not willing to try and help in any other way. She would not call Open Reach to see if they could help. She wouldn't put me through to a supervisor or manager and stuck strictly to her script without budging. No effort at understanding or any personality, or personal touches. Every interaction was like talking to a very unhelpful robot. This call was also cut off, and there was no attempt to call me back again. I was forced to call back again, and spoke to another robot, this time deciding to cancel my service. Cancelling the service was thankfully very easy. Simply awful experience, and I would strongly suggest that anyone thinking of signing up looks elsewhere. Please save yourself from this company at all costs!