Nowbroadband Avis 

I recently complained about Now Broadband lack of help when failing to move broadband to them and the system wouldnt work due to stupid chatbots and no Tel number.
They replied with more Facebook and Instagram links, both of which i dont use and wouldn't help.
They are brain dead at Now, chose to go with Plusnet, fingers crossed.

Shockingly bad customer service. My parents are elderly and I manage their account. They are moving over to BT later this month and I think something has gone wrong as they can no longer receive calls. I tried calling to ask for the line to be tested and checked for flaws, possibly due to a mistake on the changeover. My operative refused to speak to me, even after I told him I have an LPA. He just kept asking if my Dad was there to confirm but I don't live with them. No effort to transfer me to the accessibility team etc to get the LPA details. My parents are elderly, disabled and vulnerable and need their phone line. This is really poor.

cancelled contract 2 months ago, got the cancellation email confirming it was cancelled, still took money for 2 months, called up and was told my contract was not cancelled despite me having emails and texts to prove so, now my contract is being "cancelled" tomorrow and have to wait 45 days for my money back....

Continued to charge me after their Customer Service said the service had been ceased. It seems they had not informed the contracts department. I had to use chargeback through the bank and threaten to go through the official dispute resolution before they eventually waived all charges. It took eight weeks to resolve.

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.