Internet service providers are hardly known for their service, but with Now TV Broadband I have hit a new low of incompetence and carelessness that just boggles the mind. The spoiler is that tomorrow I will lose my Internet connection due to their idiocy. Strap yourselves in, it’s going to be a rough ride.
22 February. I initiate a switch from our current rather expensive provider, BT, to Now TV. All seems to go well. I get an automated “Thanks for choosing us. Here’s what happens next” email, telling us the switch will happen just over two weeks later on 10 March.
23 February. I get another email saying “We just wanted to give you an update on your NOW Broadband order. We have checked its progress and can see that your order has been rejected. The landline number you have provided is not valid or may no longer be active.” My landline number is both valid and active, a point that I make when calling Now TV from that very number to explain. The support person escalates my call to his manager. After a long time on hold, I am told that they recognise the mistake, and will cancel the order and replace it with a new one which should go through fine. They will call me to let me know when it’s done.
28 February. I get another email saying “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.” I assume this is OK, since they had told me they were going to cancel the original order, and that the new one is going though OK. (In retrospect I should have started getting scared at this point, not having had the promised phone call.)
9 March (today): I call the day before the switchover to check that everything is OK. The upshot — courtesy of support-person “Antonio” — is that:
- Now TV have successfully done the part of the ordering process that is cancelling my existing contract with BT.
- They have also cancelled my original order with them.
- There are no signs that they have replaced it with a new one.
- (And they still insist my perfectly valid phone number is invalid, even while I am calling them from it.)
The upshot is that as of tomorrow I expect my BT connection to stop working, and no Now TV connection to replace it. I can only hope that Now TV’s incompetence extends to not having successfully cancelled the BT contract. Otherwise who knows how long we will be without an Internet connection? Likely about two weeks, I guess, since that is how long the original switch-over was planned to take.
Oh, and both Fiona and I work at home, utterly dependent on Internet connection, and we live in a mobile-network hotspot that means mobile data is a non-starter.
My support call this morning ended at 9:30am with Antonio promising to “try” to get his manager to call me back within the hour. That hour has now passed, which is why I am posting this.
How do companies like Now TV stay in business?