When you’re hunting for broadband deals online, you’ve probably come across NOW Broadband. It’s owned by Sky, uses the Openreach network, and promises affordable full fibre packages.
But here’s the thing – the reviews are brutal. We’re talking 1.2 stars on Trustpilot. So what’s really going on with NOW Broadband in November 2025? Let’s cut through the marketing and look at what actual customers are saying.
What NOW Broadband Actually Offers
NOW Broadband runs on Sky’s network infrastructure, which uses Openreach’s cables. This means availability is pretty solid – you can get it in most of the UK, covering around 75-78% of homes where Openreach has laid full fibre.
Here’s what they’re offering right now:
Superfast (Part Fibre) Average speed: 67Mbps Price: Around £24/month Contract: 24 months
Full Fibre 75 Average speed: 75Mbps Price: Around £24/month Contract: 24 months
Full Fibre 100 Average speed: 100Mbps Price: Around £26/month Contract: 24 months
Full Fibre 300 Average speed: 300Mbps Price: Around £30/month Contract: 24 months
All packages come with unlimited usage, which is standard these days. You can add landline call packages if you need them – pay as you go, evening and weekend calls, or unlimited anytime calls.
The Router Situation
New customers now receive the Sky Broadband Hub instead of the old NOW Hub 2. This is actually important because NOW stopped supporting the Hub 2 on July 31, 2025. If your Hub 2 breaks after that date, they won’t replace it.
The Sky Broadband Hub is a dual-band router that handles both 2.4GHz and 5GHz frequencies. It’s not the most advanced router on the market, but it does the job for most households.
The Price Increase Nobody Likes
In July 2025, NOW Broadband bumped prices up by £3 per month across all packages. This wasn’t a surprise – they told customers it was coming – but it still stung.
The real kicker? Unlike some providers who link price rises to inflation, this was just a flat £3 increase. No negotiation, no exceptions.
What the Reviews Actually Say
Let’s talk about those Trustpilot reviews. With a rating of just 1.2 stars out of 5 (based on 349 reviews), NOW Broadband is one of the worst-rated providers out there.
The complaints fall into clear patterns:
Customer Service Nightmares The call centres are in India, which isn’t inherently a problem – but customers consistently report communication difficulties, long wait times, and getting bounced between different departments.
When things go wrong, getting them fixed seems to take forever. Multiple customers mention engineers missing appointments, issues taking weeks to resolve, and nobody explaining what’s actually happening.
Cancellation Hell This is where NOW Broadband really takes a beating. Customers say cancelling is deliberately made difficult.
The process typically involves:
- Multiple phone calls (you can’t cancel properly online)
- Being passed between departments
- Aggressive retention tactics
- Unexpected final bills
- Early termination charges that weren’t clearly explained
One common theme? Customers send cancellation emails to the official address (updatemyaccount@nowtv.com), but then get told they need to call anyway.
Billing Issues Incorrect charges, unexpected fees, and bills that don’t match what was promised seem to crop up regularly. When customers try to get these sorted, they hit the customer service problems mentioned above.
How NOW Compares to Other Budget Providers
NOW Broadband positions itself as an affordable option, competing with providers like Plusnet, TalkTalk, and the budget brands. But the value equation doesn’t look great once you factor in the customer service headaches.
The prices are competitive on paper – £24-30/month for full fibre speeds between 75-300Mbps sits in budget provider territory. But when you’re stuck in cancellation hell or waiting weeks for a fault to be fixed, that £5/month saving doesn’t seem worth it.
The Contract Lock-In
NOW Broadband only offers 24-month contracts now. They used to have 12-month options, but those are gone. Two years is a long commitment, especially with a provider that has such poor reviews for customer service.
If you need to cancel early, you’ll be hit with early termination charges. And based on the reviews, actually getting those charges calculated correctly is another battle you might have to fight.
The Ofcom Complaints Data
Ofcom, the UK communications regulator, publishes quarterly data on which providers generate the most complaints. In their Q4 2024 report, NOW Broadband was specifically singled out alongside TalkTalk for receiving excessive complaints.
When the regulator is calling you out by name, that’s not a good sign.
Is There Anything Good About NOW Broadband?
To be fair, not every review is negative. Some customers report:
- Quick initial setup
- Speeds matching what was advertised
- No issues… until something goes wrong
The problem is that “no issues until something goes wrong” isn’t exactly a ringing endorsement. Every provider has customers with no problems. The test is what happens when you need support.
Who Should Consider NOW Broadband?
Honestly? Based on the current reviews and customer service reputation, it’s hard to recommend NOW Broadband unless you’re really squeezed on budget and the alternative options in your area are limited.
If you’re tech-savvy enough to troubleshoot your own issues and you’re reasonably confident you won’t need to contact customer service, the prices are competitive. But that’s a big gamble over a 24-month contract.
Who Should Definitely Avoid It?
You should probably look elsewhere if:
- You value responsive customer service
- You’ve had connection issues with previous providers
- You might need to move house during the contract
- You can’t afford unexpected bills or charges
- You’re not confident dealing with offshore call centres
Better Alternatives to Consider
If you’re looking at NOW because of the price, consider these alternatives:
Community Fibre (if available in your area) Their customer service scores are significantly better, and prices are competitive. Coverage is limited to certain cities, though.
Zen Internet More expensive, but consistently rated as one of the best providers for customer service. Worth paying extra if you value support.
Hyperoptic (if available) Similar pricing to NOW, better reviews, faster speeds in many areas.
Sky Broadband Since NOW is owned by Sky anyway, you might get better customer service by going directly to the parent company. Prices are higher, but you get UK-based support.
The Bottom Line
NOW Broadband’s 1.2-star Trustpilot rating isn’t a fluke or review bombing – it reflects consistent customer service problems that have gone unaddressed.
The prices look attractive on comparison sites, and the speeds are fine when everything works. But the moment you need help – whether it’s fixing a fault, disputing a charge, or cancelling your service – you’re likely in for a frustrating experience.
In November 2025, there are better options available at similar price points. Unless you’ve exhausted every alternative and can’t afford to pay more, NOW Broadband’s poor reputation for customer service makes it difficult to recommend.
If you do decide to go ahead, make sure you:
- Screenshot all prices and terms before signing up
- Keep records of all communication
- Set a calendar reminder before your contract ends
- Never assume you can sort issues quickly
The broadband itself might work fine. It’s everything else that seems to be the problem.
