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NOW TV contract and billing guide

By Aaron Howdle | Tuesday, February 9th 2021

NOW TV is a streaming service set up by Sky. If you want to stream TV, you need a broadband connection, so NOW also offers broadband (NOW Broadband) along with a few calling package options for your landline. NOW Broadband is aiming for the affordable end of the broadband market, and as such it has a limited but perfectly serviceable range of three broadband packages.

The purpose of this guide is to take you through the various aspects of a NOW Broadband contract, what you can find on your bill and what happens if you want to leave. We will also cover payment options and some of your consumer rights.

What is in a NOW Broadband contract?

Your relationship with NOW broadband is established by your contract. This sort of contract is called a Service Level Agreement (SLA) and sets out what each party gets from the arrangement. So what can you expect to find in a NOW Broadband SLA?

Contract length

NOW Broadband offers two types of contracts. The first is a monthly ‘no contract’ set of packages. This type comes with a set-up fee, but after that you can leave anytime you like by giving one month’s notice. NOW Broadband also offers 12-month contracts on its broadband packages, which have no set-up fee.

Your package

Your contract will show you what is included in your package. This will be a telephone line, plus any call packages you have chosen and one of its broadband options. NOW Broadband is piped to your home via a phone line, so all packages include line-rental.

There are three different broadband speeds available from NOW Broadband. It offers two fibre broadband packages with minimum guaranteed download speeds of either 35.9Mbps or 64.8Mbps. NOW Broadband’s cheapest package consists of ADSL broadband with a guaranteed minimum download speed of 9.6Mbps. You can leave your NOW Broadband contract early if you do not get these minimum guaranteed download speeds.

Other details such as your phone number are also shown on the contract. In addition you will see the details of any extras you have chosen to add to your package.

Installation

After Signing up or switching it usually takes around 14 days for your service to come on-line. In the meantime you will receive your router in the post. If you already have a phone line, then you can plug in the router and set it up yourself. If you have no phone line or it is inactive, an engineer will need to carry out some work before your service can be activated.

Price changes

NOW Broadband can change the price of its services at any time, including during your contract period. It is also worth noting that when a 12 month contract ends, you can be put onto a higher monthly rate. To keep the cost down, it is worth starting a new contract if you wish to stay with NOW Broadband.

Cooling-off period

If you wish to cancel your 12 month NOW Broadband contract within the first 14 days, you can do so without giving a reason. Cancelling your service after this time is possible if you are receiving download speeds lower than its minimum guaranteed speed. You may also be able to leave if a price change leaves you materially worse off.

What is a NOW TV contract?

NOW TV is a streaming TV service which requires the purchase of a NOW TV stick or box which is plugged into your television. The device links to your wifi to allow TV series, sports and movies to be viewed on your TV. Although NOW TV is part of Sky, it does not work in the same way as Sky TV. Instead of Sky’s plethora of TV channels, you can choose to stream individual series on NOW TV which would otherwise require a Sky subscription.

NOW TV content is split up into different categories such as ‘Sky Cinema’ or ‘Entertainment’. Customers buy a monthly pass to view the category they are interested in. A monthly 'Entertainment Pass' is priced similarly to other services such as Netflix or Amazon Prime and unlocks some movies and popular TV series normally restricted to Sky customers. A recent example would be Game Of Thrones.

What is in a NOW Broadband bill?

Your NOW Broadband bill lays out the various charges you have incurred over the previous month and any advance charges you owe. There is also other useful information. Let’s take a look at what you will find.

  • Upcoming Payments – This section shows payments due in the next 30 days
  • Recent Payments – A list of payments made in the last 30 days
  • Previous Payments – All payments made in the last 12 months
  • Monthly recurring charges – All your regular monthly charges are shown here, including charges for broadband, call packages, line-rental and any phone extras. The fees shown here are charged in advance for the month ahead
  • Pro-rata charges – Any one off payments charged to your account during the previous month. For example, if you have upgraded to a more expensive broadband package
  • Calls usage – This section covers any charges for calls which fall outside your call package
  • Credit and refunds – If you are due a refund or are in credit, then the figure is shown here. Credit will be deducted from the total of your next bill

Paying your NOW Broadband bill

NOW Broadband only accepts Mastercard and Visa, credit and debit cards as a payment method.

Late payment will lead to extra charges, so if you are having trouble with your bill it is important to contact NOW Broadband which may help you avoid extra charges.

Cancelling your NOW Broadband contract or moving home

If you are moving or wish to cancel NOW Broadband, here is what you should know.

Cancellation charges

If you cancel your package within the first 14 days of your contract, there is no termination fee. After this, if you have a 12 month contract, NOW Broadband will calculate a termination fee based on how much of your contract is left. NOW Broadband customers on a monthly ‘no contract’ plan can leave anytime without incurring charges. If you are getting slower speeds than the minimum guaranteed by your NOW Broadband package or if the price goes up and leaves you worse off, you should be able to leave your contract early.

Moving home

If you would like to take your broadband service with you when you move home, you will need to get in touch with NOW Broadband via a phone call or live-chat on its website. It is a good idea to give around one months notice, plus NOW Broadband requires your moving date before it can start processing your move. In some cases you may not be able to get the same package at your new address, as the fastest fibre broadband speeds are not available in all areas.

Managing your NOW Broadband account

To manage your NOW Broadband account, sign-in to your account on the NOW Broadband website.

The NOW Broadband website allows you to view and download your bills, check your usage, change your personal details and upgrade your package. You can also add any extras you want. There is also a comprehensive help section to solve any problems you may have.

Frequently asked questions

Will I pay more with NOW Broadband out of contract?

NOW Broadband offers ‘contract free’ packages or 12-month contracts. If you have a 12-month contract then the price of your monthly bill will go up when the contract ends. At this point if you wish to stay with NOW Broadband it is a good idea to sign a new contract, which should put you back on a discounted rate.

How do I pay my final NOW Broadband bill?

Your final bill will normally be taken from the card you use to pay your monthly bill. If there is a problem with this card you may need to add a new credit or debit card to your account.

What if my account is in credit when I leave NOW Broadband?

Credit on your account will normally be deducted from your bills as you go along. However if there is any credit remaining when you leave NOW Broadband, the money will be returned to your credit or debit card..

When do I pay the one-off installation charge?

You will need to pay an installation or set-up fee if you opt for a ‘contract free’ package. Customers who choose a 12 month contract are not charged an installation fee.

How can I speak to NOW Broadband about my bill?

You can contact NOW Broadband customer service by phone on 03303 323050. Alternatively there is a live chat facility on the NOW Broadband website.

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