747 Customer Reviews over 19 pages
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- Location
- Northumberland
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-09
- Comments
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Only give it 1 star as I couldn’t give any less. Moved house and had to change supplier to get fast broadband, what a joke. Telephone line connected immediately which is required for internet connection. Almost 3 weeks have passed with various messages being sent back and forwards and I am still waiting. After a stressful house move this is not acceptable. I have used John Lewis services for years and had excellent customer service, what has happened! Will change as soon as I can.
- Location
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- Location
- Ashill, Thetford
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-04
- Comments
-
Dire. Never achieved advertised speeds despite an hour jumping through many hops with rechnical support. Then accused me of not helping! No cost reduction offered - instead a far slower service!
Took a while to acknowledge my cancellation and still billed after leaving - threatening debt collection agencies.
How the good name of John Lewis can be associated with this is beyond me!
AVOID AT ALL COSTS!!
- Location
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- Location
- liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-01
- Comments
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shocking service . Broadband dire, and after changing they cut my phone line and internet straight away , althoughthey sent letter stating a cut off date(which never happened) customer service said " cant do much i,m afriad" AVOID AT ALL COSTS
- Location
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- Location
- High Wycombe
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-31
- Comments
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The customer service of JLB is a disgrace.
I called them 2 months in advance to move my broadband to my new apartment and they keep delaying my order and not telling me if they can install the broadband in time or not. They don't give customers straight answers about any queries just say sorry for the delay.
I thought if I call them in advance that will help to make sure that I won't stay without internet after moving but it seems like they are not capable of providing a good customer service.
- Location
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- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-27
- Comments
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I was locked out of my waitrose e-mail and no-one was able to help. I run a B and B and lost customers .
They are HOPELESS don't use them or John Lewis
I have had a truly terrible time.
- Location
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- Location
- Brighton
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-19
- Comments
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Avoid! Unable to answer any questions, waiting on BT constantly for answers! John Lewis is plusnet who use bt! Just use BT, so much easier.
- Location
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- Location
- Bath
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-16
- Comments
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Avoid. Avoid. Avoid. Firstly, they messed up processing my order which meant I incurred increased charges from my old provider. Secondly, they never actually flipped my broadband 'on' when they were supposed to. Now it seems that they can't even disconnect my service after I moved to a new supplier because they put their prices up. An utter shambles from the beginning to the... well I was going to say 'end', but apparently they still think they're providing my broadband.
- Location
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- Location
- Oxfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-15
- Comments
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I have never got the speed which is shown as the minimum. When they send someone out to look at issues no one ever seems to come. The customer services are closed more than they are open despite a 24/7 service stated on support pages.
Just go somewhere else!
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-14
- Comments
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Shocking. So disappointed. Thought it being a John Lewis product we would get a great service, quite the opposite. Never had such a terrible experience. Signed with Talk Talk and they were efficient and cheaper!
- Location
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- Location
- Central Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-10
- Comments
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taken money, no broadband and impossible to get money back! absolutely appalling. they got all my details wrong despite many repetitions(other than my card details funnily enough) took money out of my account, no communication from them as they took down wrong email , name etc....... ??? essentially stole £29 of my money , i cancelled when they were unable to fix my name, email etc on the account. they also promised switch over would happen on weekend then this wasn't possible( they just said what we wanted to hear so they could get a sale) don't be fooled by the British call centres since the people do not want to help and are very difficult to communicate with! I have made 10 phone calls over the last 2 weeks in an attempt to get through to someone with a brain cell who can help me. i'm polite on the phone to them but it is really frustrating they come up with all sorts of excuses as to why they can't refund (no access to a system until after 5 pm? they can only refund with a cheque but need authorized by a very senior person who is never available) Many of the call centre staff do not have a good grasp of english and have no desire to help customers. they'll promise a call back from a manager but then they never call back... one manager did call eventually but said he couldn't access the system and promised to call back .... i doubt i'll get my money back - ive heard some people have to wait weeks. thiefs. if a person walked into John lewis and shoplifted they'd get done. Why is it ok to nick people's money John scammy lewis?
- Location
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- Location
- Leeds
- Reviewing
- John Lewis Broadband
- Date
- 2021-04-27
- Comments
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Until last Monday I would have scored 3 or 4 stars for most categories, but since then our speed has dwindled to nearly nothing for no apparent reason. Several calls to the helpline have not offered any hope of improvement, the answer seems to be "do not ring us again for 2-3 days until it settles down"... We have reached the end of this particular road and just signed up with BT. Disappointed/disgusted.
- Location
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- Location
- west Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2021-04-20
- Comments
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Very Poor Cancelled Contact but keep taking payments & demands via email
stressful
- Location
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- Location
- Ramsgate
- Reviewing
- John Lewis Broadband
- Date
- 2021-04-15
- Comments
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I changed to John Lewis on 7 April. No broadband after 4 days, so I cancelled the contract. I was told this will cost me £80 cancellation fee.
- Location
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- Location
- Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-25
- Comments
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Please avoid. Drops out continually. Appalling customer service including being given the wrong information. No parental controls.
- Location
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- Location
- Maidstone
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-11
- Comments
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What an absolute garbage company to deal with.
Appaling customer service.
DONT think by going to these clowns you are getting a decent service... been waiting months for a refund, and they dont know where it is!
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-02
- Comments
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Generally fine. However, I've just discovered I've been on maximum rate for a year and they have only just told me. I am extremely disappointed as I only chose John Lewis in the evidently misplaced hope, that they would treat their customers fairly.
- Location
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- Location
- Morecambe
- Reviewing
- John Lewis Broadband
- Date
- 2021-02-17
- Comments
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No working phone I need to Ring doctors and Job centre trying to ring me, it has been off for days now! THE GOVERNMENT have got to do something about the Rubbish system in this Country, the way people are left by these Internet people of whom just put up the prices and seem to do what they like it should say on the web site we are having problems with internet and phone But no it's always a YOU problem just happening to you really sick of the state this country is in with greed and a lack of help!
- Location
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- Location
- north yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-02-08
- Comments
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Constant daily dropouts, customer service take the politicians approach to answering questions. Watch out for the calls included phone service Over £120 for a 15 minute premium / mobile call
- Location
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- Location
- Potters Bar
- Reviewing
- John Lewis Broadband
- Date
- 2021-02-02
- Comments
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Awful, awful, awful. 8 days without broadband, no one is escalating the process. Ive had to buy data from my mobile phone provider in order to keep working. Keep being told it's external fault so out of their control when an engineer will go out.No one answers my online updates. An hour a day on the phone, not spoken to the same person twice. I only gave one star because I couldn't give zero. They literally do not care. I have been told for the past 3 days someone would update me by 6pm. Not one phone call or email.
- Location
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- Location
- Herefordshire SY70EF
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-31
- Comments
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Slow broadband, impossible to get hold of. Unhelpful service staff. Currently have an upload speed of 0.00 mpbs and they tell me it will take 3 days for the line to sort itself out. My download speed must drop below 0.4mbps before they will do anything. This is 2021 ridiculous AVOID AT ALL COSTS.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-26
- Comments
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Absolutely awful!!!! Awful awful. Had the contract 2 months. Have not had speeds of over 0.9mpbs yet!!
AVOID AT ALL COSTS
Trust me. 1 star is too high
Absolutely sick and tired of spending an hour on hold trying to get them to sort it
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-22
- Comments
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Absolutely awful customer service. My phone line has had problems previously and for the last 5 days I have been unable to contact tech guys regarding same problem . Been left holding on answering service for about 14 hours over the las 4 days. Vunerable 84year old living here who is shielding and the use of a reliable phone is essential. Won’t be renewing my contract and would not recommend company to anyone.
- Location
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- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-15
- Comments
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Changed over to JL broadband yesterday and unable to get connected, customer service told me an engineer would ring in 72 hours! I need to work from home and obviously I can’t use a cafe. 25 minute wait to get through to an advisor. Massively regret making the switch
- Location
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- Location
- Grenock
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-14
- Comments
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Horrid customer service. You are on hold for so long waiting for them to answer. Message says they are experiencing high call volumes. Well employ more call handlers.
My advice? Just switch and bugger them
- Location
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- Location
- Ascot
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-29
- Comments
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Please do not bother
This is the worse broadband I have ever used. It does not work in the morning or evening drop during the day and the Customer service advice is to disconnect and connect again ( which if you wish to use it need to happen 20 times a day) Please AVOID!I wouldn't pay £1.00 for this service
- Location
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- Location
- United Kingdom
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-29
- Comments
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This broadband is rubbish, slow, and pathetic. My mother spent £40.00 for it.
The internet speed is terrible. I keep cutting out from it, it goes off for no reason then 3 seconds later, comes on again. My mother is considering to switch to a better one. Avoid this broadband. You got my advice.
- Location
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- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-28
- Comments
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Since receiving my awful John Lewis wifi I have had the worst signal, the worst connection and overall the absolute worst time. I would rather not own a phone than deal with the stress this WiFi gives me. I would never wish this on my worst enemy, that’s how bad it is. Me and my three kids have not been able to watch the new croods movie which is devastating to the family. I hope whoever created this wifi is having a great time lavishing in our wasted money, period
- Location
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- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-28
- Comments
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i would not advise to get this wifi brand, the signal strength doesn’t go far and barely connects to any devices. I have a breakdown at least a million times a day because of the WiFi. My 4g works better and if I could I would rate this wifi 0 stars because it is very tragic and i really do not advise you to get it.
- Location
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- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-23
- Comments
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Please avoid John Lewis broadband I switched from Plusnet not realising John Lewis is Plusnet. Should have switched providers within 24 hours but ended up having no internet for 13 days John Lewis did not contact me to update me. They came up with different reasons why the account did not go ahead so I decided to cancel and go with a more professional provider AVOID!!!!
- Location
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- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-23
- Comments
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All i want to do is pay my bill but web site is constantly broken they dont take card payments over the phone and if im late with my payment they charge me !!!!!!
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-21
- Comments
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Within a week of being connected with John Lewis Broadband, the connection started dropping out randomly. This is a particular problem as we are a household of NHS workers and rely on home broadband when working from home to try and reduce the risks of catching Covid from hospital workplaces. The intermittent internet dropout is interfering with our patient care.
I rang John Lewis technical support the first day of the problem. I waited 25 minutes to get through and after a few minutes on the phone they cut me off. No attempt to call me back so I had to call again waiting 25 minutes again. The second call operative sounded disinterested and said their systems were down so he couldn't test my broadband connection so he would have to get someone to call me back. That was 8 days ago and I've had no contact from any John Lewis worker since. On a couple of occasions I've waited half an hour to get through but was still on hold so had to put down the phone as I couldn't wait any longer. When I first rang them they sent me emails saying I can respond through their website by leaving query messages. I've left a query message every day since, and they've not responded to any of them. Their website says they respond to messages within 24 hours. This is a lie.
Their website says that you can get through to them on 08000223300 24 hours a day, 7 days a week. This is also a lie. I've tried to get through this evening and tried all 5 options on their automated menu system and they all say they're closed. You cannot get to speak to anyone.
On their website it says you can use their online 'contact us' to submit a complaint. This is also a lie. Trying to log in on that website comes up with an error message saying "This page isn't working because portal.johnlewisbroadband.com redirected you too many times". I've tried on two tablets, my wife's phone and my phone, all of which come up with the same error message. Now the online query system has also stopped working so I can't send them any more messages.
So after two weeks of being treated like dirt by this company, who are making themselves as hard as possible to contact, I would say avoid John Lewis Broadband like the plague. I wish I had never switched to them.
- Location
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- Location
- Eastleigh
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-21
- Comments
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I would suggest avoiding. I had issues from Oct when the ADSL disconnected. 2 engineers from BT and did some work. Eventually found that the UPTO 1MS upload speed had been configured BY JL to 440K. Wonder if this is supporting their move to Fibre? I had spotted the IP Profile in BTwholesale was set to 440 and told them about 2 months ago. They altered me to 850K. So they still are throttling me at 850K - wont ever get UPTO 1MB updoad.
www.broadbandchecker.btwholesale.com is very useful do the advanced check tells you your IP Profile. I wonder how many people told they will get UPTO 1MB actually are being throttled to very much less than that.
- Location
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- Location
- West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-18
- Comments
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Where do I start. In early Nov 2020 I decided to switch to John Lewis broadband. I chose to keep my current number. I got a few automated emails saying that it was getting ready etc.
I then got an email saying there had been an issue sending my router out (which I had just recieved in the post!). Didnt think much of it.
I got a switch date of 16th Nov from my old broadband provider, that sounded good to me.
The 16th came and went. my old broadband was still working so I just thought id wait it out assuming they were busy.
I opened an online support ticket, but got completely ignored.
Then on 10th Dec, my phone number suddenly changed and my broadband went off. So I called John Lewis who were apologetic and said it had now moved over to them so they would activate my broadband.
Nothing happened, nothing worked! New router all set up, but no internet.
I tried calling support, on the phone over an hour waiting for somebody to answer. Nothing!
I started their online trouble shooter, which eventually said they would look in to it but if I needed an engineer, it could cost me etc.
Nothing happened, online ticket still being ignored even after I added a couple more comments to it.
Finally on 22nd Dec I called up and got through. Told them I`d had enough and just to cancel it. The woman on the phone wasnt too bothered, finally got it all cancelled and I`m hopefully rid of this horrible service. (or non service)
- Location
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- Location
- Andover
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-16
- Comments
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It's a very frustrating situation, my list of problems seem to be growing (rather than being resolved) and the implication is that perhaps they hope most of their disgruntled customers will give up.
As at 15/12/20 I still haven't had my money back despite a promise it would be "immediately" refunded.
John Lewis Broadband is actually PLUSNET. I have found it to be a terrible service.
The PLUSNET (aka JL Broadband) team seem paralysed by internal chaos, slow management reaction times, denial and an overwhealming lack of service ethos.
Customer services are almost impossible to contact, they assume you are the problem and deny that "you" the customer could have struggled trying to contact them.
I cannot comment on their broadband speeds or router performance because after switching to them, then waiting over a month getting nowhere, I was eventually forced cancelled the service.
When I finally got through and raised my issues by phone. The service rep only wrote that I wanted to cancel the service but did not make any note of 'why' or record my complaint.
I then wrote back with several issues spelt out in a simple numerical list of points. Amazingly the next service representative wrote back, starting with an illiterate paragraph that made absolutely no sense, then they asked me to write explaining what the issues were - clearly not having read my bullet point complaint letter.
I received a further letter saying my case is being looked at. It implied it was impossible not to be able to reach customer services... Problems were due to Covid.... I should have continued waiting/I should have been in touch earlier... i.e. I should understand their problems...!
So in summary, please don't waste your time on JL Broadband or PLUSNET. Read the other complaints, we're all fundamentally saying the same thing; If they don't record the complaints then the stats don't reflect the problems.
NB. John Lewis Partnership please disassociate yourself from PLUSNET. They are wrecking your reputation.
- Location
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- Location
- Hastings
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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I do like john lewis broadband I have the fiber broadband package , i have seen so much negative reviews its not funny,
So I decided to leave a modest review
First of all when my package started with john lewis broadband the contacted me via text kept me informed when my server has gone live, payed my bills no problem , the connection is ultra reliable and a good speed for gaming , minimal jitter and lag,
However just today Billing information had got muddled, When they direct debit your account it doesnt say John Lewis Broaband it says john-(whatever)
Which made me worry , But they have a good team and resolving the issue within 48 hours , So far at the moment I am very happy with John lewis broadband, they just need to fix there billing system so when direct debited it does say JOHN LEWIS BROADBAND (accno) and then would be no problem
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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Avoid. Complete and utter expensive waste of time.. 3 months since asking for change to service, Lots of excuses no action. 40 Minute hold today in order to get through a cancellation. For what was promised a ten day changeover means we have been running with our existing supplier for an extra 3 months.
- Location
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- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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This is the first Tim that I have completed a review and especially a negative one at that, however, I feel strongly that I should share my experience so others can be aware of the awful company that is John Lewis.
Firstly I joined John Lewis as I needed a faster broadband for all the zoom calls that I needed to make and believed all the hype on their website, however, as soon as I was activated the connection was awful and continually dropping out, I couldn't even download a movie on Sky TV. I contacted on a number of occasions and was continuously told many days after my complaint that my line speed was fine. But it wasn't!!!!
The there was the issue of my introduction offer, which I never received and following many many attempts to contact to chase up, just gave up in the end :-(
Then as a last ditch, failing to resolve my line speed or even get an acknowledgement of my issue I cancelled my contact (and got charged £111 for the privilege of having very poor to no service) and moved to BT internet.
Since moving it has been trouble free and super fast speed.
My advise is to avoid John Lewis.
A very unhappy customer
- Location
-
- Location
- Broseley
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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Paid for DSL broadband was supposed to have been activated yesterday, but is still switched off. No explanation given for the delay. Contacted support, and waited for over 30 minutes, before giving up. Their online email support form appears to have been disabled, so you can't even contact them this way.
The sales people are the only ones who answer their phones, and the one I spoke to ACTUALLY ADMITTED they deliberately disabled their email support. AVOID AVOID AVOID.
- Location
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- Location
- edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-11
- Comments
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This is not a john lewis product ... its plusnet/BT and the customer service that goes with it... my advice is to stay far away
- Location
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- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-10
- Comments
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I have never experience so many issues with a product in my life. 6-8 weeks to get the line installed, 4/5 engineer visits due to technical problems. A year later the service cuts out, engineer called, issue resolved. Was then overbilled £70 when moving house. Customer service are helpful, but way too many service issues.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.