How to contact NOW broadband support and customer service
If you need to contact NOW Broadband, you'll need to be sure that they're open. NOW customer service opening hours are 8:00 am to 11:00 pm. If you call at peak times, you're likely to be placed in a queue, so try to call during less busy periods.
NOW contact telephone numbers
NOW Broadband operate several methods of customer contact: a website FAQ, live chat, and phone line. They prefer customers refer to the online FAQ system to troubleshoot issues, check with the live chat for further help, and only call if the problem cannot be fixed or there are other issues.
NOW customer service's phone number is 03303 323050.
NOW Broadband postal address
In some cases, you'll want to contact NOW via snail mail. The NOW address is for NOW TV and NOW Broadband customers:
NOW TV Customer Care
The Hub
1st Floor
Grant Way
Isleworth
TW7 5QD
NOW live chat
NOW broadband support is also available via live chat. This means you can contact them at any time of the day or night via the online chat interface.
You'll find this at the NOW contact page. Simply select your issue and click the 'How to get in touch' arrow. This will open the NOW live chat interface, where you can explain your problem.
Is NOW Broadband down?
If you're struggling to connect to the internet, it could be that NOW's broadband service is down. Perhaps you don't have any streaming TV, you can't access Facebook, or collect emails. There might even be a telephone outage.
There's a chance the problem is widespread, but before you start trying to contact NOW, check your cables. If everything connected to the router? Is the device powered up? Is your TV box connected to the router? Have you tried accessing Wi-Fi from a different device, or restarting your laptop or tablet?
If there is still a problem, the best option is to use a smartphone or other device with mobile internet to access the NOW Broadband service status page. Note that you can only access this with a NOW Broadband account.
Failing this, check the official Twitter account for NOW. You should find that they update users when there is a serious outage.
You can also use Down Detector to check the NOW broadband service for outages.
If you need more help with internet problems see our guide to troubleshooting broadband.
How to complain about NOW
Get in touch via Twitter
You can use Twitter to send a message to NOW. One problem you're likely to face when contacting NOW Broadband via Twitter is that the account covers all of NOW TV's services. They receive many messages via Twitter daily, which makes it an inefficient avenue for contact concerning problems. However, it only takes a few moments to send a polite message outlining the problem. It's worth taking the time as you might get a quick response.
Speak to customer services
Should the tweet fail, then contacting NOW Broadband customer services is the next step. Use the live chat function, or call them on 03303 323050.
Complain in writing
If you're struggling to get the level of customer service you're expecting, you might decide to contact the provider by snail mail.
NOW TV Customer Care
The Hub
1st Floor
Grant Way
Isleworth
TW7 5QD
As ever, be polite, ensure the letter is typed for legibility, and include as many factual details about the problems as possible.
Complaining about NOW to Ombudsman Services: Communications
In some cases, it might be necessary to take steps to log an official complaint. If poor customer service has blighted your experience, this might be your only recourse. To do this, you should follow the provider's own complaint procedure, and await the outcome. If this hasn't worked out and you receive a deadlock letter, or have waited over eight weeks for a response, then it is time to bring the matter to the attention of an Alternative Dispute Resolution (ADR) body. ADR schemes act on behalf of your ISP to achieve a favourable outcome for both you and the internet provider.
To complain about an ongoing issue with NOW Broadband, contact Ombudsman Services.
Not sure where to start? Learn more about how to complain about broadband in our in-depth guide.