Help Centre

Troubleshooting guide for NOW Broadband Buddy

Troubleshooting guide for NOW Broadband Buddy

Broadband Buddy helps keep you and your family safe online, and is available free for all NOW Broadband and NOW TV Combo customers. You can view or change your Broadband Buddy settings at any time in the Parental controls section of My Account.

More infoWhat is NOW Broadband Buddy?

Having problems using Broadband Buddy on any of your devices? Check out solutions to the most common issues below:

Forgotten your NOW TV username or password, and can’t access your Broadband Buddy settings?

Not a problem – just follow these steps to recover your details and sign in to your account.

Did you know?You can sign in using your email address instead of your username.

Once you’re signed in, just go to Parental controls to view or change your Broadband Buddy settings.

Confirmation emails are sent to your registered email address. If you don’t currently have an email address associated with your account or need to update it, it’s simple to change.

More infoHow do I change my email address?

Some models of Blackberry smartphones don’t display HTML emails correctly. This means you might not be able to read Broadband Buddy confirmation emails on your phone.

However you can check your current Broadband Buddy settings any time in Parental controls (you might need to enter your username and password).

If you've chosen to block a site that uses a secure https connection (for example, Facebook or Twitter), the Broadband Buddy ‘website blocked’ message won’t work.

You'll need to add the VPN server address to your Allowed websites list if you’re working from home.

To add an address to your list of Allowed websites:

Step 1:

Go to your Broadband Buddy settings. (You might need to enter your username and password).

Step 2:

Select Block & allow websites and enter the website address you would like to block or allow in the relevant box.

Broadband Buddy - Block & allow websites

Step 3:

Select Add and then Save.

Have you chosen a Broadband Buddy age rating of PG, or blocked 'Online Gaming' as part of your Custom setting?

If so, you won’t be able to access PlayStation Network or Xbox Live, as both are included in the Online Gaming category.

To allow online gaming:

Step 1:

Go to Parental controls. You might need to enter your username and password.

Step 2:

Either change your age rating from PG to 13 or 18, or select Custom and make sure ‘Online Gaming’ isn’t blocked.

First, go to Parental controls. (You might need to enter your username or email address, and your password). Have you selected the right age rating or custom setting to block this type of site?

If you’ve only just changed your settings, it might take a few minutes to take effect. Switching your Hub and your device off and then back on can help speed up the process.

If you still think the site is inappropriate after you’ve double-checked your settings, get in touch by email and let us know. We’ll review the categorisation and get back to you as soon as we can.

If you think your site is in the wrong category get in touch by email and let us know.

We'll review your request, and if we agree we’ll update the category as soon as we can.

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