Up until a couple of weeks ago, our experience with NOW TV's broadband service had been good, and we'd opted to not go with a cheaper company when we needed to upgrade to fibre because their customer service had always been great and they'd resolved every issue quickly and easily and offered compensation for a small delay. This hasn't been the case this time unfortunately. The first member of staff told me the wrong date (verbally and by email) about when it was going live. The second lied and said it just needed a couple of days for the speeds to go up, rather than tell me the previous member of staff had made a mistake and it hadn't been actioned the day previously. The third told me it was actually due to go live nearly a week after I was told it initially would, and offered no explanation for the mix-up. I'd also been told two different things about whether there would be an outage of our internet while the switch happens, one said it would be out for an hour, another member of staff said it wouldn't drop out at all, and the third said it shouldn't but he couldn't guarantee it, which is really important because we both work partly from home. If it had gone live on the Saturday like it should have, this wouldn't be a problem. I'm furious at being mislead and lied to and would like an explanation and an apology.
8 months ago
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