POOR SERVICE - Complaint about NOW TV - A Spokesman Said

POOR SERVICE

Complaint about  NOW TV  | AWAITING RESPONSE


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ALEXANDRE ROQUE DUARTE FIELD

27/03/2017

POOR SERVICE

Complaint about NOW TV

Dear Customer Service, Digital television account number: 622980679006, Account Reference: 01874089 I am writing to you to officially raise my concern over the delay in the recent installation for my property. When my installation was proposed I had to organise to be present at the time of the installation. The fact this has been delayed means I have wasted time and also could not undertake vital activities. We contacted NOW TV to be our new service provider end FEB. They stated there was an open free line for broadband, calls and TV at our new home address. We signed up for contract with them and they stated that our broadband would go live on the 15th March. On the 16th of March when we realised nothing was live we called them. They said that the reason that it had not gone live was that the previous tenants phone line was still active. which is odd, as they have given us a phone number for this address? They apologised and said the problem should be resolved by the 23rd March and this will be the new date that the broadband would go live. They also sent a mail that a Engineer will be coming to our home to install the dish and box on the 27th of March and further broadband issues. I then took a days annual leave and awaited their arrival. When I noticed that the time was running short I called the customer care line. The then told me that our entire service had been cancelled? No correspondence, no email to say engineer is not coming NO COMMUNICATION. I wasted a days annual leave AND they have said we must open a new account from the beginning... even though we did not authorize cancellation? The biggest issue here is 1. claiming that the line is free when it was not. 2. not doing the broadband activation on dates stated, but WORST is 3. no correspondence or communication. I have lost a days pay now. And STILL there is no solution to this case. As I am sure you can understand I would like you to connect the broadband ASAP AND SOLVE THIS NOW!. This I feel is reasonable and would help me appreciate the effort that you are taking to meet the failed expectations that you have so far delivered. For the moment I have decided to submit this issue in writing as an official complaint as recommended by Trading Standards. I am extremely disappointed with the distress that your organisation has caused me at this time and I expect a response to my correspondence within at least 3 days. This matter should be prioritised, and I find it reasonable to be resolved within 14 days. If this is not the case, I will be escalating my case without hesitation. Yours faithfully alexandre roque duarte field Service Reference: 01874089 Account No: 622980679006

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