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NOW Broadband customer service contacts, problems and complaints

How to contact NOW customer services and technical support

Run into trouble with NOW Broadband? If you don't know how to troubleshoot your connection yourself, you'll need to get in touch with NOW's customer service and tech support. In this guide we’ll show you how to contact NOW by phone and in writing.

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 8am to 11pm.

If you call at peak times, you're likely to be placed in a queue, so try to call during quieter periods.

NOW contact telephone numbers

NOW Broadband operates 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 not covered by these online resources.

If you need to call, NOW customer service's phone number is 03303 323 050.

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

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 related to the wider network and not caused by something inside your home, but before you start trying to contact NOW, check your cables and connections.

Is 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 device?

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.

However, 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.

But it only takes a few moments to send a polite message outlining the problem and 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 0800 7591 213.

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

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.

Just want to leave NOW? Here's how to switch

If you have had enough of NOW and are out of contract, you could always switch. If you are past the end of your contract, you can switch for free to a cheaper deal - and possibly save hundreds! To find out when your contract ends, contact NOW using the details above. We'd also recommend our guide on how to cancel NOW Broadband.

If you are able to switch, you can start right away, we've put a couple of our favourite deals below:

Dynamic deal panel

Not all of the above deals will be available in your area, so if you would like to double-check, simply enter your postcode below to see the deals available in your area:

Broadband Genie postcode checker

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