Nowbroadband Omdömen 

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.

Awful! Why would Now TV broadband join sky, they have zero way of speaking to someone, sky has systems that fail regularly, don’t get me started on the customer service skills, awful awful awful.

This has been one of the worst customer service experiences I've encountered. None of the agents I spoke to were able to answer my questions and purposefully avoiding them.

Two months after cancelling my membership and paying the exit fee, I was charged again for no clear reason. No explanation was given, and when I requested written confirmation of the refund, I was told that wasn't possible. I currently have no proof that a refund will be issued.

The cancellation process was equally poor. I had to speak to at least 3 different people before reaching someone who could help. That agent initially said there was no exit fee, yet one was referenced in the T&Cs, delivered so quickly it seemed intentional. The whole experience feels misleading and like a deliberate attempt to take advantage of customers.

The actual ordering and service were good. The price was also great for my elderly mother.

After 2 years we decided to leave and go with another provider. Although this was cancelled after minimum contract term. Which they confirmed!

They still charged a higher amount from my bank even though their equipment was decommissioned and not in service. Trying to contact them was an absolute nightmare.

Go through many phone numbers, get through to someone and every time phone lines were really bad so could not communicate with their "advisors".

Emails, online forms sent. Absolute joke that it should be this hard. In the end I've explained on emails the situation and what I intend to do which is have the bank permanently disable payments to them. Which is what I did. Honestly they are not worth the hassle, go elsewhere and avoid at all costs. Will never use any NOW service again.

Just to add they also charged a much higher amount on the last bill which I still have no idea why let alone the fact that I had already left and switched provider.

Now broadband are capping my bandwidth at roughly half what I am paying for. I can not recommenced them on any grounds. After speaking with their representative they were able to confirm that Now is capping my connection in an attempt to force me to upgrade.

slow broadband, always dropped out. I stuck with them just to give them the benefit of the doubt ( been with them 3-4 years)

Called today to cancel and man was disgustingly rude, talking over me, laughed on phone at me whilst I was trying to speak. I never wrote reviews but I was that angry. Vile customer service 100% will never go back

My broadband has been dropping out for some months so despite the monthly payments creeping up from £25 to £44 over a 2 year period, or there about, the service has been getting worse. I finally had enough and have arranged to switch providers. This is not happening until 17th June but Now have cut me off immediately but still taken payment for the month. A total of £44.50. When you ring, you go round and round an automated service before finally getting to speak to a human. It does not get better. They don't listen. I was told to send photos of my router. I have no Internet, I can't send anything. They tried blaming my new provider for the error on my Now account. They have refused to give me a refund despite not providing a service until the switch over date. The man then said he was trying to educate me. I cannot explain in enough words how poor the customer service is. My issue with them is unresolved. I would highly recommend people go anywhere else for their broadband and avoid Now and Sky at all costs.

Aweful! After years with them they would not offer a lower price and said take it or leave it. So I’ve left them.

I used an automatic service to switch my broadband, which successfully transferred to my new provider on 22nd May. NOW TV sent me an email explicitly confirming they knew this was my end date.
​Despite this, they took £41.02 out of my account—well over my usual £27 bill. When I contacted them about their mistake, they told me I have to wait until my next billing date on 2nd July to get my money back.
​This is entirely their error, yet they are forcing me to wait over a month for a refund, which has put me into immediate financial difficulty. Absolutely shocking customer service. I need my money refunded manually now, not in July. Avoid

My mum contract is up as usual if she swaps to sky which runs now broadband she can get it a lot cheaper but she has to change her phone number they should offer the same price to everyone

My broadband was generally ok. In the 2 years I was a customer the price was increased twice, starting at £24, increasing to £27 and then finally £37 when I was still in contract.

The main issue I found was the customer service. Their call centre is based out of the UK. The advisors speak very fast and I can't understand their accents. I don't feel like they want to help.

When I cancelled my membership I was due a partial refund of about £10. This wasn't automatically sent back to my payment account, and I had to call to request this.

More than a month after my account has been closed I received an email today saying that my contract will be going up £3. This email made me worried that NOW would try to take further payments from me despite having cancelled my contract.

I tried to call the customer service department but it took speaking to 3 different advisors to sort this out. There was no apology or acknowledgment of why an email like this would be concerning. I was told to just ignore it.

Absolutely the worst customer service ever. They charged me for the month even though I cancelled in time. They said it was their error and would refund me the £37 they should not have charged me. However, I have to wait a month to get the refund. Their automatic phone system is terrible. Listen to 6 options, select and then listen to 6 more options and then even more options. Will never use NOW Broadband because of their awful customer service