“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.”
“To watch anything you have to install the NowTV Player app which is a complete joke. It doesn't work at all on Windows 11, just crashes as soon as it opens. On other devices it sort of works, but it's very buggy, it keeps crashing, it doesn't remember your place and the picture quality is often terrible.
Also, it's a paid subscription service but it's full of ads. That's just unacceptable.
I have cancelled my (expensive) subscription and won't be coming back. I'll be buying HoTD and Succession through Amazon instead.”
“Paid for service, but it foists long unskippable ads. And its not cheap.
Lackluster Video CDN, the streaming is awful the quality keeps dropping. Its not an internet connection issue... youtube has no problems streaming.”
“Awful customer service.
I contacted NOW to request to change my personal details. They were asking for legal document that was irrelevant and didn't exist, refused to pass my request to someone senior and made a simple request into something that caused a lot of stress. They do not listen and have no understanding of the 'law' they are trying to quote. My matter was simply resolved once the matter was escalated. It was a shame it had to get to that stage after my comments were disregarded several times. I have no faith that the Company would listen to me in the future.”
“Have now TV for streaming. They have no phone line. Spent over 2 hours trying to get help to be disconnected. Third agent refused to read transcripts and I was not willing to explain for a third time. On with a fourth to get a refund and file a complaint. Disgusting service. Never again.
Update. Was offered 19p for over 3 hours trying to get help without actually getting any, and for being unable to watch it. Worst service in the world.”
“Don't ever go through topcashback with now TV they are both rip off, I placed my now TV broadband through topcashback and after several month my £76.50 has been declined no reason just declined so be careful using topcashback and now TV they are scammers to get your business but don't wan to payout, I am going to the financial ombudsman and the programme rip off britain and also the papers how companies can rip people off like this well they deserved to be named and shamed”
“sorry to hear i had a bad experience? good god thats an understatement. what a load of ...., no wonder its so cheap. il be moving my parents off this money grabbing bs service in the next 5 minutes.”
“The worst I ever had. Measlieading, cheating, bad advisors on the phone or online. Charged me for cinema tv and for other I never subscribe for. When tried to speak with someone or fix the situation the chat for 3 times was disconnected ans on the phone no one could help as the online advisers the ones dealing with this type of situation. Seriously stay out of it. Will give you a huge headache. I lost £20 for what I havent even enjoyed. Its disgusting and disappointing. So please be aware and don't subscribe. Netflix preference 100%. Stay with the money because what's counts its your horrible attitude and the way you dealing with your customers....”
“Horrendous to contact. Charged for over a year for an account I can't recover. Received plenty of communications, but reset password links don't appear anywhere within my inbox, junk or other folders. Endless attempts at trying to contact someone suitable, and today I finally reached someone who was rude and condescending.
Generally appalling service all round really - I wouldn't bother.”
“So slow! takes ages to connect when you finally locate the channel you want and then buffets a lot and often pictures goes blurry? not at all user friendly and generally poor user experience”
“What a joke.
They promised 10 days for broadband.
Then another
9 day. After 3 weeks of waiting they just canceled without even telling me in a first place .Avoid”
“Very much fraud, even though u purchase for once without a subscription. They charge u numerous more times without your authorisation or purchase. Fraud!”
“AVOID. Awful company. Awful customer service. Billed my account, failed to deliver the service because it's glitchy and then offered half back after hours on live chat. Do yourself a favor and get your TV and internet anywhere else. Would rather live in the stone age than deal with these clowns again.”
“I signed up for a day sports pass for £11.99, which is expensive but it didn't seem so bad when it claimed I'd also get a free 6 month mobile sports pass included. Only that 6 month pass never materialised. I was mildly annoyed to start with, but by the time I'd finished with customer service I was very annoyed! I used their live chat service, which was very slow, with long pauses in between each communication. The bottom line was, apparently I'd selected the wrong package, there was another (hidden?) £11.98 option that included the free mobile pass, but I'd wrongly selected the £11.99 option which didn't have the free pass. Clearly, they'd done this to confuse and mislead the customer. The person on the live chat (Sumiya) was very unhelpful and wouldn't admit any fault on their part. It's clear the role of customer service for Now TV is to protect their interests, not to provide assistance to the customer. As such, I don't want to deal with them again and am closing my account.”
“I think it's great that I can buy day passes to watch specific programming, and it's great that I can do that through NowTV.
Unfortunately, I've had several poor experiences with NowTV. I've needed to contact technical support on four or five separate occasions, more than for any other service I've ever used, and I'm only an occasional NowTV user. Just when it seems like a problem is fixed, the next time there's a new problem.
On the latest occasion, I bought a pass to watch a football match and ended up missing half of it because I had to spend 45 minutes troubleshooting the issue using the chat support, going through a seemingly endless list of steps in the process as so many of the attempted fixes did not work. At the end the communication, while I was very grateful for the help, I was advised to log in earlier in future so that any technical issues might be fixed before the programming starts. It's as if NowTV believes that technical problems should be expected and I'm being blamed in part for not anticipating a problem. There wasn't even an offer of so much as a partial discount. Essentially, I was left to use half my fee on dealing with NowTV's technical support, while at the same time missing a significant portion of what I paid to watch in the first place.
In summary, the service is entirely unreliable because it appears to be 50/50 as to whether I get to see what I paid for or an error message when I click on the play button, and, in terms of customer care, the message I've picked up is, "We'll help you fix the problem we've caused, but tough luck over all the time and money you've now wasted as a customer".”
“You give no information at all to your customers you get paid and expect us to to do all the leg work service is rubbish in my opinion you company deserves to fold”
