Super Fibre speed guarantee
Suspension of speed guarantee payments
During the COVID-19 pandemic, our priorities are keeping our engineers safe, and making sure our most vulnerable customers continue to have access to broadband and calls. Unfortunately, this means we won’t have the resources to assess and provide speed guarantee payments for any issues experienced during this period. We’re sorry for the inconvenience.
NOW Broadband Super Fibre gives you superfast and totally unlimited broadband that’s ideal for busy homes. We want to make sure you get the most from Super Fibre and give you the best experience we can.
That’s why we’ll give you your money back if the broadband speed to your Hub (in Mbps) falls below your Guaranteed Minimum Download Speed within 30 days of your activation date.
Keep in mindYou must claim your refund within 30 days of your activation date. Only for Super Fibre customers who signed up after 26 February 2019.
Want to sign up for superfast, unlimited broadband? Check if Super Fibre is available in your area.
We guarantee the speed to your NOW Hub (in Mbps) will not fall below your Guaranteed Minimum Download Speed within 30 days of your activation date. If it does, you can claim back any upfront setup costs and one month's subscription charges for your NOW Broadband and Calls products.
Your personalised Guaranteed Minimum Download Speed can be found in your order confirmation email. This is the specific minimum download speed for your line.
To check the speed to your Hub, head to Technical checks.
If our speed checker shows that your speed is below the Guaranteed Minimum Download Speed provided in your order confirmation letter or email, we’ll let you know and ask you to get in touch.
To be eligible for your money back under our Super Fibre Speed Guarantee, the speed to your NOW Hub must be checked using Technical checks. We don’t accept speeds provided by third-party speed checkers.
How do we assess your speed?
To check if your broadband speed has failed against the speed guarantee we’ll:
- Confirm your access line speed.
- Calculate your throughput speed by reducing your access line speed by an amount that takes into account average network congestion.
- Compare this throughput speed result against your guaranteed minimum download speed.
Good to knowWe test your phone line in the first ten days after your Super Fibre line goes live so that we can provide you with the best performance. It’s completely normal to notice variations in your speed while we do this. So we can get the most information about your line’s performance and select the best settings for your connection, keep your Hub switched on during this period.
If you contact us within the first 30 days of your Super Fibre line going live and your speed is below your Guaranteed Minimum Download Speed we’ll give you your money back for any upfront setup costs, plus one month's subscription charges for your NOW Broadband and Calls products.
If you contact us after 30 days, you can still move to another Fibre product free of charge or cancel your broadband with no early termination charges, but you won’t benefit from our money back guarantee. Our other Fibre products include Fab Fibre (average download speeds of 36Mbps and average upload speeds of 9Mbps).
Your Guaranteed minimum download speed is the minimum speed that you can expect. It’s the speed that the bottom 10% of lines similar to yours can get. We’ll let you know your minimum guaranteed speed in the confirmation email when you sign up for NOW Broadband.
Access line speed, also known as sync speed, is the maximum speed between your NOW Hub and your local phone exchange.
Throughput speed is the actual speed you get on a connected device when you use the internet for things like browsing, streaming videos, uploading images or using apps.
More infoBroadband speeds explained
Want to improve your Wi-Fi speed? Check out our tips to improve the Wi-Fi signal to your devices.