I had been a loyal Now Broadband customer for several years, consistently receiving a good download speed with a guaranteed minimum of 33mb. When my contract came up for renewal, I received an email offering an extension with the exact same services. I called customer care, agreed to renew, and assumed everything would continue as before.

However, when I received the new contract, I noticed the minimum guaranteed speed had dropped dramatically to just 4.9mb. A speed test confirmed my actual speed had also been reduced to just over 5mb — a huge drop, despite my original contract still being valid until mid-May.

I contacted customer service and was passed from person to person with no resolution. One agent even transferred me to their parent company, Sky, who had no record of my account. When I tried to invoke the 14-day cooling-off period (which their own terms say will restore previous services), I was told it wasn’t possible because the new contract was “already live.”

I raised a complaint via their website — which promises a 24-hour response — and I’m still waiting to hear back. The entire experience has been dreadful.