Nowbroadband レビュー 

Like all the rest of the reviews on trustpilot,
Shocking bad customer service, still take money even though cancelled.
Best thing to do if you have to deal with this company is use a virtual debit card, then you can just cancel the virtual card

Having been a customer for several years, I switched providers due to price. My last ‘bill’ was apparently delayed resulting in my bank account being unexpectedly debited. Despite numerous efforts to contact NOW, a very, very difficult operation, I finally got an answer apologizing for the confusion but saying I had to wait a month for a refund.
A month has passed and no refund has been credited and once again NOW hide behind ‘non reply emails’ and live chat systems that close down before questions about what is happening can be made.
In my experience the customer service from this company is totally non existent. Their communication systems seem designed to frustrate and evade any meaningful discussion and their ultimate goal is purely financial gain and whether it is fair on not seems to have no consideration.

Worst experience I have ever had. Still owed money months after termination of contract. Funds taken as Now “forgot” to cancel account. False promises via email. Absolutely abysmal. Useless customer service. Avoid at all costs

Save your money the broadband is a joke
It's so slow you can't watch anything and all they say we will try to fix the problem, they don't will never go back to them. YOU ARE USELESS!!!!!!!!!

I gave 1 star because you can’t give 0. Now broadband is a total con. The staff are rude, arrogant and not willing to help with any customer concerns. Absolutely disgusting.

I wish I'd read these reviews before I cancelled my broadband rather than after, when I started having trouble.
My experiences with customer services mirrored the others here; obfuscation, procrastination, blame-shifting, unfulfilled promises. For several weeks I naively allowed this to continue. Finally, in frustration, I emailed a formal letter of complaint to NOW and made it clear that this was the start of a complaint to CISAS, their regulatory body. Within three days they had agreed to make my requested refund, by cheque, within 15 working days. Two days later the refund was credited directly to my bank account despite them spending the last month or so saying this was not possible. Successful outcome!
It was clear that only after making the formal complaint was my case looked at by a higher level of agent and the correct decision made. In view of this bad experience I advise all complainants to formalise their complaints at the very earliest, reasonable, point and not to allow themselves to be worn down by what appears to be the regular tactics of this organisation.

Keep taking money even once the contract has ended, every time I need to call customer support which is terrible at actually supporting. They seem to solve it after an hour to then go back to square one the next month, with another withdrawal. Crazy. Do not absolutely get their services!

The quality of the broadband has never been great but the biggest issue is their poor customer service. I am sorry to say this is a language issue because sometimes the staff at their Indian call centre do not understand or misinterpret what is said.
I provided Power of Attorney details for my elderly mother so I could deal with her affairs. I asked to change to call package that she had and told them that I would deal with the account IF it needed to be cancelled in the future. On the same day that I altered the phone package they cancelled the whole broadband account. I had not asked for this. I emailed them to say I did not want this and 2 weeks later have still had no response. I called to say I still wanted just the broadband not the Anytime Calls and they basically said, "Tough Luck" you can have a new 24 month contract or go somewhere else but they would not reconnect the broadband of the original contract or acknowledge that they had made the mistake.
I totally understand the business rationale for call centres in other countries but sometimes when the call handler is unable to clearly understand or takes unauthorised action because they have not read the whole message then you will get disgruntled customers like me who will never use them again.

Would give them Zero if I was able to do so.
Cancelled my brothers broadband package and took out a Sky one on 21/4/2026.
Now Broadband continued taking payments so contacted them again 29/6/2026. They said they had no record of the cancellation, but agreed to cancel the contract with immediate effect.
Roll on to the end of August and they are still taking Direct Debits. Cancelled again 27/8/2026. Lets see if it works this time.
This has cost my Brother £180 so far for a service he is not using.
Would recommend people stay clear.

Do not use them. They took a months money from me even though the service was cancelled and now after 4 chase calls/emails I have still not received a refund. They took the money on 1st july 2026. Everytime I speak to them they say the refund is being processed. Seems they want to hang onto my money for as long as possible.

Worst broadband experience I’ve ever had in the UK

I used NOW Broadband for some time. When my contract ended, the price increased to £44.50 per month. Although I could have renewed at a lower price, I chose not to because the internet had not worked properly for several months, seriously affecting my work.

When I decided to cancel, my internet was not working at all. I had to borrow my neighbour’s internet just to access my account. Even then, none of my account or address information was visible online.

I live in one of only two small flats above a business. When I called 03337 594 816, the adviser repeatedly asked me to provide the exact first line of my address. I gave every reasonable possibility, including the business name, the building name and my actual address—the same information shown on my registration documents and bills. I genuinely do not know what else the “first line” could possibly be.

I understand that identity verification is necessary, but customer service advisers should guide customers through alternative verification methods when one detail cannot be confirmed. That is exactly why customers contact customer service for help.

Despite repeatedly asking whether there was another way to verify my identity and cancel the service, the adviser offered no alternative. Eventually, she told me to ask my new internet provider to cancel it for me. She then informed me that the call had reached nine minutes and that she needed to end it.

I was paying £44.50 per month for an unreliable service that disrupted my work and ultimately stopped working altogether. Despite this, NOW Broadband would not provide a reasonable way for me to verify my identity or cancel. The failed internet service and unhelpful customer support made this the worst broadband experience I have ever had in the UK.

Total incompetence, sent cancel information wanted it sent again and again.....

If they were competent we would still be with them, absolute contempt for the customer...going to cancel the tv next

Cancelled the broadband service in June and was told it would definitely cease on 13 July. I was billed for the month on 10 July and told via phone that I would receive a refund in August. I was also told service was 'definitely' ceased.
In August I was billed a further £64.
On querying I was told it had not actually been ceased because they had not received an email from the new provider. They have phone records that would show I was told my account was confirmed ceased on 13 July.
Now progressing a charge back with the bank.
Now Broadband do not accept direct debit subscriptions.
Customer service is difficult to contact.
Rubbish company, after initial contract we were paying over £50pcm for 15mB/s.

Truly abysmal service. The worst company I ever dealt with. DON'T GO WITH NOW. They have left us with no internet connection for a week with no information, no updates, don't call back when they say they will. Slow speeds, often disconnect, prices get higher and higher, last bill £47. If I could give less than 1star I would.

Dreadful customer service that cuts you off.
Argues, blames the customer for asking price comparison questions. Refuses to support.
Call back again and get the same experience. Avoid.
Just don't do it to yourself.

Generally incompetent in administration of accounts. Unable to answer basic questions adequately.

If I could give it one star I would. I moved to another supplier in July 2025 as Now Broadband told me they were transferring me to Sky. I called them up and advised them I wouldn’t be moving across. Stupidly I thought this would be sufficient to stop any continued direct debits being taken. The cut a long story short I didn’t notice the £45 per month they were changing for broadband despite me being with somebody else. When I contacted them they were Beverly rude and said I had not emailed them. I explained in had called them but they h had no record of cancellation. In fact they had record of new contract being taken out. Two learning points. Check your bank statements and don’t trust NowBroadband especially their call takers.

I have been a customer for over 5 years. Over the last year the price has been increasing but my broadband speeds have stayed "passable" at best.

I check to see if I could upgrade and while doing so, notice I am paying £37.50/mo for a plan so poor, they don't offer it anymore and that their best plan was £6.50/mo less than what I'm paying!

Cutting out the middle man and moving to Sky, with a plan for £28/mo with guaranteed speeds 60x faster (not a typo!)

Poor treatment for loyal customers.

Now broadband was cancelled by my new provider on One Touch Switch.
Despite an email response from NOW on 2nd June 2026 stating we hear you are leaving.
NOW are not complying with the ruling to allow the change to go through smoothly.
I have been harassed by communication stating I have to call to cancel.
In a telephone call to NOW after the team member had received proof of account holders name, address, telephone number and email address I was
asked in incomprehensible questions, for information that I could not provide.
NOW BROADBAND accounts have no account number, and the payment appears as NOW Broadband on my bank statements.
I have no idea what the NOW Team member was asking for.
After politely advising I was leaving the call, the NOW Team member initiated an unauthorised call back on a different number telling me to get someone to help me with my answers.
I believe that I had given all information required to provide proof of identity and furthermore
I should not have even had to make the call never, mind getting someone to help me.
My email contact was met with either 'We haven't heard from you please provide confirmation that you are the account holder '
My thorough responses have resulted in this final email from the NOW Team, which defies logic.
1st paragraph below.

NOW EMAIL to me.
You contacted us a few days ago and since we haven't heard back from you we're going to close the case in our system for now.

So I have written to them and since they haven't heard back 🤔
SURELY I'M THE ONE WAITING TO HEAR BACK FROM THEM, preferably with proof of closure of my account.

So they are going to close the case in their system for now.
I find this final statement ominous.

Still no confirmation that they have closed the account.
If I owned NOW I would be very concerned regarding who was in my employment.
Steer clear of NOW until it resolves its internal issues.

I have been with Now BB since 2018. I have a 12 month contract which I renew July/Aug each year. Yesterday I received an email stating my contract was due to end and offered me 3 options and a contact number to discuss renewal. (all pretty standard) I phoned the number and after the usual security checks I was told that Now was shutting down in the next few months and that Sky was taking over. I was offered a new 24 month Sky fibre contract @ £32 pm which included a discount of £14. (still more expensive than the quote of £30 on the renewal contract)
I was taken aback/bit shocked by this news and asked the agent why I had been offered a new contract yesterday if Now was about to close and all customers were being transferred to Sky. Anyway:
" To cut a long story short".
The agent offered me a transfer to Now retentions where I could discuss the issue of renewal (note I thought I was speaking to NOW.) I was then transferred to Now and was immediately offered the new contract based on the options they had offered in the email they sent yesterday.
I must admit I felt so brow beaten by the whole experience and didn't want to go through the whole experience in a weeks time, I accepted the offer.
I now understand the uncertainty has to do with transitioning to digital with old copper lines being switched off by Jan 27, but I still think the process I experienced could have been dealt with in a better manner.
My understanding is Now will eventually close and I will receive an email informing me the choice of moving to Sky or looking at other providers.