NOW Broadband simplify the process for your average person to connect to the internet. Some anecdotal evidence suggests that they have user-friendly customer support, however I have yet to identify truly useful support.
Their after-hours phone support is not support at all - more secretarial than anything as they are apparently unable to fulfill even the most basic service requests (i.e. Report network status), they appear to be there simply to act as a human voicemail.
I a
m sure their technical team have an idea what they are doing, however, their business model is to wrap their customers in bubble-wrap by preventing them from performing any configuration of their own devices. Their modems are locked-out by default, meaning you are fully dependent on their staff to perform even the simplest tasks, who as mentioned earlier, are only available at certain times of the day.
This dependence could be considered a security risk, as even changing the WiFi password requires going through them.
Lastly I'd like to note that unlike most other ISPs in NZ, NOW does not have a tool to report their network status, making it difficult as a potential customer to identify service reliability, and also difficult for an existing customer to identify the origin of connectivity issues. ...read more
