Nowbroadband Anmeldelser 

I've been with NowBroadband for a few years now. The broadband service itself has been pretty reliable. Hence I am still with them. However, the customer service and account webpage management is woeful. Every time I've needed to change my payment card, I've updated this on my account and the payment bounces back. But they don't tell you this. When you look at your past payments on your account, it will say it was paid and all up to date, and then all of a sudden you get cut off. I then try to pay manually by phone, so I use the telephone payment system... this never works. So then I have to call an actual person during working hours, and get through to a very busy sounding call centre where I can barely understand or hear the staff member.
I recently moved home and had to call to arrange moving as there was no ability to do this online like other providers. The call was answered quickly, but took 45 minutes to resolve. Despite clearly wanting to simply move everything over, he was insistent on talking about a whole host of other things to do with billing and options. I had to repeatedly ask him to repeat his questions because of the background noise. The whole experience with Now Broadband customer services over the past 3 years has at times exhausted me.
Simple things they need to improve:
Accurate customer page information. If I haven't paid for whatever reason (their fault or mine), I should be able to see there's an issue before getting cut off. It doesn't help going to the bill section and it telling me I've paid when I haven't.
They need to sort out their payment card software. I've never had a new card change on my billing actually update on their system, despite it clearly saying it has on my account. When calling in I'm told the card bounced back, which is weird given I then pay over the phone then with the card that it supposedly the problem.
I have no problem where they want to base their customer services, however I would like to be able to hear them and for them to understand my request.
The call to my electric company took 5-10 minutes to resolve with my move. I feel 45 mins is a little extreme for such a simple request with broadband.
I don't understand why they don't have direct debits, which would stop the payment card issues, that they clearly can't manage.

Only any good when a new customer. Totally untrustworthy company thereafter.

Currently offering £23 pm to new customers. Refused to offer that same deal for a new contract with me.

Wrote last December saying I could keep same £29.50 (originally it was £22 or £23) or sign a new contract for £33.50

Small print did suggest it would go up in March though I heard nothing from them.

I June the greedy xxxxxxxxxx tried putting it up another £3 pm, told me over the phone I was paying £31.50. I told them to cancel it, Vodafone are at £25 plus a then £95 voucher (now cut to £65), Plusnet £26 £50 voucher? One stream would go as low as £18.95 Inc router rental, I'd only get about 37.5mbps speeds at best (usually about 28)on a part fibre part copper line. Kcom offer a £175mbps full fibre new installation at £24 pm.

I've only tended to glance at opening and closing balance on bank statement and been happy but suddenly noticed these people have not only not cancelled as instructed but have now been fleecing me for £46.50pm since March. Bank employee was initially trying to tell me he could fill a form in but not guarantee it would stop payments. I told him, my money, I'm telling you to stop them so you either do that or we close the account and that will stop them for sure. Ended up with Manager, Merchant services were not helpful on the phone re reclaiming the overpayments but a stop was put on future payments. After leaving received a text and email stating the last payment of £46.50 is being credited yo my account and Now will have to challenge that if they think they have a case.

They will cut you off immediately if there are any payment issues - in the case of a new bank card, the customer can inform them about their replacement card details but if someone does not update these details on the system, goodbye internet. And who is dealing with complaints? You get the same call centre staff reading from a script. Another business cutting costs and placing the customer last. We should be able to pay via DIRECT DEBIT - customers are calling out for this. The company ignores!!!

Worst customer service we have ever experienced with a broadband company. Call centre is abroad, quite difficult to understand the operator (who said his name was Selman) due to both accent and background noise and Selman was the most unhelpful member of staff for Now Broadbad that we have ever experienced. He was rude, he blatantly lied about our address not having access to a cheaper deal (even though I had checked it myself before the call via the Now Broadband website) and then when I asked for the call to be escalated to a manger / supervisor, he essentially put me on hold until I hung up 10 minutes later. Selman, because of your attitude, we are now in the process of moving to another provider.

Have been with Now broadband for 3 years. No problems at all. Got an email 10th June saying it's going up £3 a month. I can cancel within 31 days after receiving email and won't have to pay early termination fee. 13th June I rang up again as it wasn't cancelled, rang up about 25th June as it still wasn't cancelled. Went over to sky on the 30th June. Got a text message today saying if I don't pay my bill of £32 I will be charged £10 fee. Just rang up again 4th July, the woman said I will cancel today, but haven't received any other calls to cancel which is total BS as my messages on my account say, sorry to see you go, your services have been cancelled. As I said I never had any problems, but this just not acceptable. This is the 4th time I have rang up. They had not better try to charge me as it's their incompetence, not my fault. 😡😡😡😡😡😡😡

Now broadband cancelled my broadband with three days notice because of an admin error. I have called at least 20 times and made 4 complaints and no one has called me back. I have been assured I would not receive and charges but a refund of a pro rata payment. All lies and misleading, no one answers a direct question and avoids it. No managers have called me back after being promised on four occasions. I have to call and chase the refund, only to be sent an email for a canx fee amount that i was promised I would not occur.
A total joke of a company and the worse customer service I have ever experienced - stay away, do not do it its not worth it!!

I called Now to discuss the price hike from £24 per month to £41 per month! I said I wasn't happy as I had to buy a booster for my small flat, which I have never had a problem with other providers previously and they didn't want to price match with other providers and I could hardly understand the person I spoke to. I have asked to cancel and the person said my provider will do that. I want to give 10 days notice as I have been requested to but nobody will log it! I will keep trying.

If there is a lower, I would give it -100. This is the worst company to deal with, and the customer service is disappointing and has a nonexistent resolution to issues. Please do not go with this company.

Terrible customer service and very difficult to contact them. Nothing seem to work.

Phoned now broadband as I have done for the last 7 years at the end of the yearly contract to discuss renewal/leaving. The attitude of Salman was such that I said to him you seem to want me to leave. I could not believe how he was speaking to me and I have now changed to another provider. As a result of looking for a new provider I looked at trustpilot and also looked at the reviews for Now and see that yesterday there is a similar complaint about Salman who had an accent I found difficult to follow.

I have been a Now Broadband customer for some time.
My current bill has been increased after my deal period, I was considering changing provider and contacted Now by phone to see if I could potentially stay with the company.
While on the phone I spoke with service representative Salman. He explained that the offer would be for £27 per month, which I was happy with. However When I asked him to clarify what speed that would be for he snappy and rude in his response.
I questioned him on his tone with me and he became every defensive and combative, raising his voice at me.
I have never received customer service like this before and as a result I am considering leaving Now. Not due to pricing or issues with the product but rather because of the bad customer service I received today.
I am very disappointed and will now consider moving provider, this is dissapointing as my inital call was an attempt to stay with the company as a loyal customer.

I am supposed to be on fibre 100 yet the average speed is between 30-45mbs. That's not even at peak times.

The worst customer service I have ever come across. The call centre in India is appalling. Cancelled my mother's phone line without notice because her card expired. The account says paid but wasn't taken from bank. Trying to get it paid proved impossible so will take up a new contract with someone else. Should have been straight forward paying a bill. They don't seem to know the very basics in customer service. Avoid.

I'm due to leave NOW Broadband on the 24th of June, as NOW are increasing my price I'm exercising my right to leave before my contract date.

On the 18th of June NOW took my monthly payment of £28.70. I spoke to two NOW associates today the 19th of June requesting a refund in due of the imminent leaving on the 24th June. The answer I received was that I would have to phone back in a months time - the 18th July - and request a refund. Both associates confirmed this delay was NOW company policy.

I confess to being taken back that I should have to wait a complete billing cycle, one month, before I can request a refund plus additional time to actually receive my refund. I don't understand why a technology company, as NOW promotes itself, cannot refund much earlier when they are contacted by my new Broadband provider and are privy to the start date by my new provider. I'm not pleased at all as I have a payment to make to my new provider and now am experiencing two Broadband payments leaving my account at the same time.

I doubt that the Communications Ombudsman will look favourably on the effect that NOWS compliance with the change over regulations between supplying providers is having on customers! Definitely an example of complying with spirit but short on intentions of the regulations. This delay in paying a refund is not good customer service.

If you work from home and want an excuse not to work, Now Broadband is your company. You'll spend your time looking at the little lights on the hub to see if they're blinking and cursing yourself for choosing this company. I have to call them and waste my time on the phone? Will the connection drop in the middle of a video call? And now with the price increase, that is marvellous! If you want to lose sight of your money, send it to me, I won't give you anything in return, but at least I won't lie to you.

They're still charging me after confirming my cancellation (a week ago) and their customer service is UNBELIEVABLY BAD! Impossible to get hold of them. What am I supposed to do? Have disputed the payment with my bank, but it's mad that there's no way to speak to them about it. I keep getting through to NOW TV who tell me that NOW broadband is nothing to do with them. Infuriating!

I signed a 12-month contract for £24 in April 2025 and took pains to ensure that were no hidden terms and that the price offered to me was the price I would be paying for 12 months. In June 2025, I received an email stating that my bill would be increasing by £3 per month from July 2025. In other words, I was deceived and NOW decided that they were going to renege on the agreement.

There is no justification whatsoever for a 12.5% price increase two months into a contract. It is disgusting, insulting, and made even worse by the casual and jolly tone of the email that relayed the information to me.

I immediately cancelled the service (not the contract, as this was already voided by NOW failing to supply the service at the agreed price) and frankly would rather pay more money to somebody else than endorse deception like this.

It makes any offer made by NOW essentially worthless, for they can email you two months after you've signed up stating that they have simply invented a new monthly price for you to pay. Be warned.

Absolutely disgusting customer service. They are rude and disrespectful. I've been on the phone all week to try and set up a new house move and they have not been interested in the slightest to continue my contract on. I have a disability that offers the social tariff which to them is called nowtv broadband basics, and I've been trying to switch tho this tariff whilst moving address and I positively say they are the rudest people I've ever spoken to. They are all from India and you will not get a British person on the phone, they obviously feel they can hang up the phone. I asked four times to put me through to a manager as the person told me they don't do the basicis package and that I must be on the wrong website which states this, I told them I was signed in to my account on my nowtv and it states I can get this. They proceeded to say I am wrong and on the wrong website and I can 'go around in houses' if I wish or hang up and talk to someone else and get the same information. They are not interested in the slightest in the customer, like at all. I'm glad they've decided not to keep me as a customer because I would not want to go back. Absolutely disgusting.

We have had Now broadband for the last three years. Originally we had a 12-month contract, which we renewed a couple of times but we recently let it lapse as we have had ultra fast fibre broadband installed in our area and wanted to switch. Despite the high costs for being out of contract, we carried on paying for a service that was not the most reliable. We finally got connected to the new ultra fast broadband and called to cancel our Now membership. The customer services person we spoke to could not have been ruder. At one point I even asked him why he was being so rude and he just carried on. Would definitely not recommend Now to anyone. Initially it was a cheap stop-gap but if you can I would avoid at all costs.

My Internet stopped working and my only option was to call a premium rate number. When selecting the options for a technical issue, their phone system hung up on me twice and I had to select other options to talk to someone (in India). Absolutely disgusting and not cheap.