I ordered broadband from NOW on 28 June 2021 explaining I was moving into a new build property that did not have a telephone line connected to the property. No problem they said and booked an installation date for 6 July 2021. After numerous missed engineer appointments, my order being cancelled 5/6 times and awful communication from their customer service teams, I was told at the end of September 2021 they were cancelling my order as they could not provide me with a service as their service offering does not include provision of a new telephone line to a property. So by default they can only provide a service where there is an existing telephone line at a property. I eventually spoke with OfCom and they confirmed that only BT are signed up to a service agreement that includes the provision of a new telephone line! I wasted over 3 months trying to get a service from NOW and that they knowingly could not provide. I would not recommend NOW a broadband to anyone. Their customer facing team only seem focused on securing the sale and the follow up service is extremely poor. They do not call back with up dates when promised and appear to have little ability to communicate with Openreach, who have this monopolistic position in the telecommunications industry. I have been compensated by NOW for their poor performance under the “automatic compensation” scheme for missed engineer visits and failure to provide a service from an initial commitment date. However, they failed to tell me on day one they could not provide me with a service, based on my needs. Something I feel is fundamental with the provision of a service.
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