Now... that’s what I call a shambles

L.S. writes: I switched phone and internet supplier from TalkTalk to Now TV, but several weeks later Now said another provider was taking over. I immediately denied making any such switch and they said the change was cancelled. But this morning my internet connection disappeared without warning. Now maintains it had switching instructions from another provider, but refuses to identify them. It gave me a number to call for details, but then my landline went dead.

IT IS hard to see how Now TV could take a switching request seriously. You had only just started a one-year contract with the company. After I asked staff to investigate, they admitted to you that despite their assurances, the switch had not been cancelled. Now still refused to name the new provider that insisted had you as a customer.

Desperate to get things moving, you then ordered phone and internet services from BT, but only the order for a phone line was activated. Your son, an IT expert, was able to rig up a temporary internet link from your mobile, but this cost £100.

Meanwhile, you and I went back to Now and this time the company moved quickly.

Your phone and internet connections were restored and your account has been credited with £359. So you will face no monthly charges until this has all been spent.

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