Nowbroadband Avis 

The worst internet and the worst customer service

Was decent until about 2 months before the end of our contract. Since reaching the end of our contract, our WiFi now goes down every 10 minutes, with sometimes lasting 5+ hours. Tried to contact support multiple times but the AI can't answer our problems and we can't get through to a human (not even an email address to contact). Would not recommend as before this service was still pretty intermittent.

Went to other provider because the service went down for over a week, and then kept going on and off, still took money for this week, and to make it worse have not repaid the Pro-rata charges, Credit for Money to settle my cancellation, even after billing states they have, no money refunded, still waiting.

Internet constantly going down. Indian customer service who treat you like you're a criminal, asking a million verification questions when you're just trying to help them out and report it being down. Overcharging.

Poor internet service, poor customer service and the supplier makes it difficult to leave by not action requests to cease the services.

If it was possible to give 0 stars, I would. Shocking broadband and equally shocking customer service. After multiple failed attempts to fix the broadband, I changed provider and haven't had any problems since. They agreed to give a meagre amount of compensation back in April, which I'm still waiting for. Multiple attempts to get the to pay it, and oh yes, it has been paid into your account (no it hasn't) oh it will reach you in 3 to 5 business days(no, it didn't). They lie and lie and lie again. Dreadful company. AVOID.

The worst customer service out there. I had some initial problems where I was paying but they didn't actually set up my connection. I therefore went something like 18 days without internet. They refused to accept responsibility and are not bound by the Ombudsman / Ofcom's compensation amounts terms. They fall under some other regulatory body that has ZERO enforcement powers, so they are free to do as they wish.

Fast forward a year to now, they have rolled be onto a variable plan which went from approx £25 p/m to £50. They stopped taking my direct debits and sent me letters to demand payment, cutting off my internet! I log in to pay this amount and their app just says there is a problem. I called to pay and couldn't answer all of their security questions about my tariff etc. I just wanted to pay but they REFUSED to take payment. I highlighted to them that the law does not require me to confirm security details to make a payment and anyone can. They are just rubbish. Their call centers are in India, although so are Three's and whilst not perfect, they are better.

They get 2 stars because initially it was a good price and the price didn't rise for about 3 years, they've made up for it since! The connection has always been patchy but it was cheap and I don't need much anyway.
Price has doubled in 2 years, and the service has gradually got worse and worse.
First of all my payment card details changed as they do, put my new ones in to the website and then spent the next 2 months getting emails telling me my payment had failed, website just said everything fine, had to ring up and wait on hold to pay, finally got that sorted and my neighbours decided to change supplier - only it was mine that got cancelled. No response from any port of contact trying to tell them I hadn't cancelled, only when it was all done and I had no Internet did I get through to someone and lo and behold they refused to honour the out of contract price I'd had before disconnection and so I ended up agreeing to a new 2 years for almost a tenner a month more.
After that the service that hadn't been great and dropped out regularly became utterly laughable. TV unwatchable and surfing a joke. The website was useless and sent you round in circles and trying to speak to someone was impossible.
And then I get an email saying the price was going up again when my contract ended. I think not. I changed around a month before my contract ended and the cheeky chuffers charged me £12.50 get out fee - where's my refunds for the service I was paying for not being provided?
Worth the £12.50 to be shot of this lot.
Not one for negative reviews but seeing as you can't actually speak to anyone or get anything resolved this review is well deserved!

Reading other reviews here, it doesn't seem like I'm alone. NowBroadband customer service is a joke. My BB connection has been temperamental in the last month. It dropped off every now and then, then when it is connected it said no internet.

The Chatbot doesn't really answer anything, just gives you links to their website. You can't talk to a real person unless you call their number. And the info doesn't help resolving the issue.

When I called the number, it asked you to choose on the number pad. And it kept in a loop. "Do you have Now Broadband - yes" "Are you at home - yes" "Do you have Now BB"...drove me crazy.

Eventually, I got lucky and put through to a real person. She was so rude and unprofessional. I told her the issue and she insisted to talk the account holder, even though I could confirm the details. The account is in my husband's name and he is working away. This policy is ridiculous - all I asked was for them to look whether there was an outage, or was it a hardware problem.

The irony is nearly at the same time, I got an email from Now saying they are going to increase my payment by £3/month. Why do I want to pay for something that doesn't work?

Long story short, I am calling to terminate my contract, even if that means I have to pay penalty. The new company said they could cover it anyway.

Constantly increase the price of your bill and make it impossible to leave or talk to anyone! Avoid at all costs, also part of Sky

Cancelled my broadband without my permission and now want to charge me a leaving fee. I now have no internet and trying to speak to someone who can help is impossible. Having to take the legal route to get my money back and will get broadband from a better provider

I would give 0 stars if possible. I switched to another provider but now broadband continued to charge me.I am having a real tough time getting my money back..virtually impossible to contact them, chat bot rubbish not working, and website sends you round and round in a continuous loop. Avoid this company,

Renewed my contract with One Broadband last September as I was given a good price with a promise of no mid contract price hike. Lo and behold on Friday May 23 told my price would be increasing. I think companies should be held to what they promise in a Contract. I can't alter the price I pay - so why should they? I cancelled my contract through principle, even though they did agree to waive the increase.

Every night my broadband goes off at 9.20pm. I reported this to Now, they sent a new router, don't know why, because it is still happening. They are trying to get me to upgrade which I can't afford. They are bullying me.

I have had Now Broadband for a long time now. I am due to leave them and go to sky .I had to phone now and the line was very poor so they checked it and they said there’s a fault and an engineer is coming out next week . I decided to check my broadband speed and it was lower over three days than the guaranteed speed. I just wonder has this been happening for a long time and if so did Now Broadband know about it . We have often had the broadband going off for short periods but did not think to check the broadband . Do Now Broadband know if this has been happening to our broadband over a long period if so they should recompense us.

I have called number given in e mail about renewal of broadband contract and went through automated replies which as its now sky tells me to call another number when I called them they say they cannot trace and I need to speak with Now but cant get past automated system I have wasted a lot of time on this their email complaints form doesn’t recognise any text in box so you cant send them a complaint probably going to be easier to switch to another supplier wasted hours trying to sort out

I had to phone a number to get a 12 month deal and the person on the phone was impatient and had a condescending tone to the point that in 12 months time I will just switch to a different broadband supplier.

One more reason I am giving as low as 2 stars is the greed of having us pay for a boost if we don't want ads when we already have to pay for cinema and or entertainment.

Been a NOW broadband customer for 4 years.

When I renewed last year, I agreed to pay £20 for 12 months. First month they took £25 and continued to do so for several months. Refused to go back to £20 until I filed a complaint with CISAS and they refunded the amount.

My renewal this year is £24 for 12 months. It’s essential I have broadband due to my job. I agreed to the renewal and two days later they disconnected my broadband. Despite renewing 1 month earlier than my contract date.

Now I am left with no broadband until I reconnect with another company that could take weeks.

There’s a reason why they’re cheap, the customer services are the worst in the business. And that takes some serious effort.

Awful service, they can’t seem to keep my card details saved. So every single month I have to call up to pay my bill. No one can seem to fix the damn problem.
Never using them again

I honestly can’t wait for my contract with NOW Broadband to end. It’s been nothing but problems from day one. I signed up for a 65 Mbps package, but the actual speeds I get are laughable — usually between 10 and 20 Mbps on a good day. Streaming, video calls, even just browsing sometimes becomes a struggle.

The minimum guaranteed speed was never met, and despite multiple phone calls to their customer service, I never received any compensation or the chance to cancel the contract early, even though that’s supposed to be their policy when speeds aren't delivered.
To top it off, when I had an issue last week and called in, I was told there was a fault in my line — funny how that suddenly appears after nearly two years of problems. I was told I'd need to pay £65 for an engineer, even though I’m still under contract. Only after I pushed back and made it clear how ridiculous that was, did they waive the fee. Surprise: after the call, the internet magically started working again. Poorly, but still.

Overall, NOW Broadband has been a waste of time and money. I wouldn’t recommend it to anyone.