786 Customer Reviews over 20 pages
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- Location
- Chorley
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-05
- Comments
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Ordered John Lewis broadband, received package but broadband was not on. I rang up and they said it may take upto a week. I was abit disappointed and read all the bad reviews on here but was surprised the broadband came on a few days later. Its faster and more reliable than now broadband. I think if you have had bt broadband before John lewis broadband will work aswell. Have given 4 stars all round.
- Location
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- Location
- Aylesbury
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-02
- Comments
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I cancelled my broadband because I was moving house, they informed me that I could send an email to give them the date and it would be cancelled or I could do it online. At the time I could get online as it seemed to be down. So I sent emails to tell them which day I was moving house. Since then they have harassed me with several demands for £72 which I do not owe and they insist I do. I can prove I moved house as I have travel details abroad and it shows I didn't even live in the house at the time of the invoice. However, it is impossible to contact and 0800 number from Europe and they do not respond to my emails and simply just keep sending the same demand. I have contacted their complaints and await a response. I would stay away from them, this is not John Lewis at it's best it is a cheap unworthy internet service provider that sends out knee-jerk money demands with no sense of customers being real people, just money machines.
- Location
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- Location
- Wales
- Reviewing
- John Lewis Broadband
- Date
- 2022-04-21
- Comments
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Worst decision ever to go with John Lewis as a provider. We are trapped in a contract for pretty non existent service. I’ve spent a fortune on mobile data as I have to hotspot to my phone for the slightest thing. I wish John Lewis would send themselves off to space on a one way rocket trip. DO NOT SIGN UP WITH THEM
- Location
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- Location
- Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2022-04-05
- Comments
-
AVOID JOHN LEWIS BROADBAND AT ALL COST - ITS PLUSNET masquerading as a reputable company. They say 24hrs to switch, Ive been waiting 2 months!!! they still cant give me a date when Ill be connected. JUST AVOID, customer support are just moth pieces, all talk no action, they're clueless. Absolute shambles!!! IF I COULD GIVE ZERO STARS I WOULD
- Location
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- Location
- Penrith
- Reviewing
- John Lewis Broadband
- Date
- 2022-03-28
- Comments
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I would have given 5 stars for reliability of the consistency of the poor broadband speed and exceptionally poor customer service. Assistant after assistant tries (I suspect the system is the problem rather than the people) to do something and the easy option seems to be to bump it to the next billing date/openreach engineer visit and hope they can squeeze another month's payment out in the meantime. It is extraordinarilyl bad - I don't do reviews but am at my wit's end now and in the absence of any resolution from them over 5 months - I just need to share to release the frustration of being stuck with them not providing a minimum guaranteed speed at all (OR will agree but to JLB black is white). It is baffling. One thing that can be said though, is that they thoroughly deserve the accolade of being the joint worst provider in Which? 's current broadband services. Really do believe the poor reviews - ordinarily I might say decide for yourself, but this time - spare yourself the hassle.
- Location
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- Location
- Slough
- Reviewing
- John Lewis Broadband
- Date
- 2022-03-24
- Comments
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Stay away don't even bother from the first day I had the broadband never worked I had two engineers who said to me it won't work.After many weeks of trying I have given up ,the speed is absolutely Awefull, stay away from this
- Location
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- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2022-03-19
- Comments
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I signed up for broadband on 10th March 2022. Late evening of 10th March I got a text saying there was a problem to contact you lines were closed so I had to wait until the next day. I was made to believe the matter was resolved until Wednesday 16th March when I got another message to say there was yet another problem. I again had to telephone where I was told my land line was a different sort to what JohnLewis use so my order had been cancelled and upon calling a new order was placed. Then today 19th March a further message relating to yet another problem… this isn’t looking good lines are not open on a weekend so I now have to wait until Monday to try and resolve the issue. It should be three strikes but we will see. When my service should be going live from signing up it is looking like the order keeps being cancelled and resigned from JohnLewis side. it is just constant delay and hassle I could do without.
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2022-02-02
- Comments
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Do not bother! As other reviewers have mentioned the speed is absolutely awful, despite several calls and weeks of trying to get this resolved I have now given up. This is giving John Lewis itself a bad name
- Location
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- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2022-02-01
- Comments
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I can only rate customer service and my overall dissatisfaction as John Lewis failed to deliver broadband service. I am a John Lewis fan but their broadband association significantly undermines their brand (as does their home insurance). Customer service was appalling and confusing as John Lewis and Plusnet do not seem to communicate with each other. They cancelled my order, promised a refund which I had to chase a month later, then sent me two cheques (only cashed one).
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2022-01-25
- Comments
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You do not get the service you pay for and they are not interested in helping put it right. Our home is capable of getting wifi throughout the whole house, unfortunately john Lewis only provided for our living room and even then the speed was so poor.
I can't emphasize enough, save yourself the headache and the cash, go elsewhere for your wifi. They just don't provide it and the customer service is shockingly bad and they blatantly lie to you. I wish I could give 0 stars.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-20
- Comments
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Initially when I took on this supplier all was well - the speed was acceptable and service reliable. However in the last 2-3 months the company has disappeared and does not reply. Instead it has instead doubled its charges well outside the acceptable levels. The service remains the same. If you need good reliable service at reasonable price the avoid this provider. It is not even operated by John Lewis but masquerades as John Lewis.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-18
- Comments
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If there’s one thin I hate it is people that don’t care when you are or,I feel hard Tom make money and paying for a service. John Lewis is an typical example of customer service that simply don’t care about their customers. It’s a shame because John Lewis scores as one of the highest in my book when it comes to providing thee best service in the retail sector. In the broadband area I can only assume they have dreadful management. Bad management always results in poor service from star.
I logged this ticket because my broadband connection kept dropping. I’ve not had a single response back. It’s now under 2Mbs so I might as well go back to the days of using modems. Even worse is they expect me to put up with this and pay fibre connectivity rates.
This is poor service at a new level and John Lewis should get out of this sector and quickly. I realise it’s down to Open Reach and there’re generally useless but an update would have been nice.
John Lewis use Plusnet for the infrastructure.
I will be moving to another provider when my contract expires. Shame on you John Lewis. I was expecting so much more
- Location
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- Location
- Seaton
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-04
- Comments
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Over charged and unable to rectify for months, what a load of cr*p. I would steer clear of these cowboys
- Location
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- Location
- east sussex
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-04
- Comments
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TOTAL SHAMBLES !!! not a clue what they are doing stick to food and homeware
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-23
- Comments
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This review relates to my sjohnlewis (waitrose) email account. it used to be excellent - now total waste of time. Totally unimpressed. From reviews here and on Trustpilot it appears that I am not alone.I would not want to even award 1 star
- Location
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- Location
- Knebworth, Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-16
- Comments
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I tried signing up just over a year ago and the whole process was a real mess. They transfered only the line but not the broadband. I ended up cancelling and transferring everything back to my original broadband suplier. Keep away.
- Location
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- Location
- Windlesham
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-12
- Comments
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I have been with John Lewis Broadband for some 10 years. I have been a very loyal JL customer generally but I have come to the conclusion that they are sullying their brand by continuing with this substandard service. The speed and reliability is nothing special but tolerable, but the Email service leaves much to be desired. The John Lewis name in the address means that many outgoing mails end up in people's Spam folders, this in a way is not JL's fault but with increasing security it is understandable and would be dealt with by changing the domain name. Recently thanks to the incompetence of Plusnetthere habe been several outages and delays in mail, the last straw being in the last few days- we are now on the 3rd day of a complete breakdown in the service. Many Emails appear to have been lost and all in all I am resigned to having to stop using my JL address completely. As soon as possible I will kick JL Broadband into touch and move to another ISP.
- Location
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- Location
- Letchworth
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-12
- Comments
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Absolutely appalling. Have now been two days with no mail. Managed to get some this morning but no attachments downloaded. Changing to gmail. Don’t touch this with a barge pole.
- Location
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- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-10
- Location
-
- Location
- Orkney
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-08
- Comments
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For some time now I've not been able to access my account online. I was told that it was a software fault and that they are trying to fix it, but didn't know when access to my account would be available. Not good enough!
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-29
- Comments
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Awful service. Helpline absolutely no help. I have spent day after day with no connection. Plusnet (who I believe are a BT subsidiary) run this shambles. Unable to give less than 1 star. They deserve no rating.
- Location
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- Location
- Whitby
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-27
- Comments
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Only had John Lewis broadband for short time but saved over £20 a month moving from BT. Easiest setup ever just plugged in and ready to go. Same broadband speed as BT, we are in a near dead zone and they have matched BT’s 11mbps. Just waiting to receive my £45 voucher. All in all, so far so good.
- Location
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- Location
- Scarborough
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-27
- Comments
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Absolutely useless. Moved on 6th October, booked 7th 1pm to 6pm turned up 7.20 at night too dark to go up pole. Booked 15th canceled, booked 25th, engineer turns up on door with no appointment or contact on 19th head trouble shooter fixes it. Works for 4 days they turn it of as no record of it being fixed ffs! Make new appointment for 8th of November! We have no mobile signal, cannot apply for jobs, ring family nothing. Over a month with no phone and broadband and still might cancel the 8th! Call center are no help what so ever. Gonna try and cancel go with 1p mobile only 20 quid a month cannot be any worse.
- Location
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- Location
- MONMOUTH
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-26
- Comments
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I would give no stars if I could totally useless 1MB at best
- Location
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- Location
- Hove
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-24
- Comments
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Didn't bother to tell me they had failed to book an engineer until I phoned on the day of the appointment. Failed to book me a new one within a reasonable timeframe so was without internet for 2 weeks upon moving house. Offered no apology or incentive when I stated I wanted to take my business elsewhere.
- Location
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- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-14
- Comments
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Easily the worst broadband service I’ve ever used. I signed up in May 2019, and was left without broadband for a month. When I was finally able to talk to an engineer, I was told ‘someone forgot to flip the switch’ and wasn’t given an apology or a refund of that month. Then, out of the single year I was with them, I was repeatedly overcharged for their faster service, despite never having signed up for that. I had to ring up multiple times to get my money back, and was told everything from it was a system error to that my line wouldn’t operate on a lower bandwidth. When I finally was able to change in 2020, I moved to another provider at the beginning of the month. John Lewis still charged me for the full months service and said I would be refunded the difference.
As of October 2021, I have not received a penny from them. They are scam artists, pure and simple. I would never use their service, or their parent company Plusnet, ever again.
- Location
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- Location
- exmouth
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-04
- Comments
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unlike most of the reviews I have mainly been satisfied with J.L except for the Webmail which is a dasaster, constantly failing to fetch messages, now in the middle of changing to another server !!Oh dear !!
- Location
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-17
- Comments
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Rubbish website, forget about logging a problem, you can't. If there is an option, it is so well hidden you can't find it. You keep being sent around in loops. And unreliable incompetent employees. They make many mistakes so if you join JL Broadband (really Plusnet / BT, that explains it all), be prepared to be frustrated.
- Location
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- Location
- Northern Ireland
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-07
- Comments
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It isn't even possible to rate John Lewis as low as what I feel fit currently, because I never actually received any broadband. Virtually NOTHING. Activation was to go live the day I was due to move into my new place, router arrived and never activated. Rang to discuss, they said there was an issue with the supplier and told me to try again tomorrow as it could still go live up until 12am. Delayed my move, cost me more money. Next day still not working. My overall move in delay was over 2 weeks. I had no 4G in the property which meant I 1) couldn't move in, 2) work from home. This cost me copious amounts of money including over £400 in rent of a property I couldn't even move in to. Whilst paying them for a service they couldn't even provide me!! The excuse was the order was "stuck". Same excuse from every person I spoke to, nobody could do anything. I cancelled order after 2 weeks totally furious. They cheekily didn't refund me the full amount owed either. Nor did they once offer me compensation for the massive inconvenience they caused me. Not only did this cost me financially, and using up my annual leave with work, it also caused me copious amounts of stress spending hours upon hours chasing for a truthful answer everyday, and driving to the property to keep checking. I would NEVER EVER use John Lewis again for any service after this. They have absolutely no control with their suppliers and their protocol now ensures it's almost impossible to get anything resolved through their many departments and data protection. I'd strongly emphasise avoiding, especially if Northern Ireland customer like myself where this will be set up through Openreach. Both companies are an absolute shambles trying to provide this service!
- Location
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- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-06
- Comments
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Internet connection failed for almost 24hrs, customer service stated that my account had been disconnected, no explanation why. Only solution offered was to buy another package. Very worrying as elderly and vulnerable. Miraculously connection regained next day.
- Location
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- Location
- Stockport
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-02
- Comments
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The broadband itself is good (provides by plusnet) However, after a problem over payment, I was just dumped by the service team. All the promises and assurances went out of the window, and it was a case of ‘computer says no!’ They just would not help, and couldn’t be bothered.
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-20
- Comments
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Neighbour brought down my overhead phone line while cutting back a tree that was fouling it. Reported it to the helpline at 12.10, call was answered within a few seconds and the line was back up by 15.30.
Can't really ask for more.
Although I live in a rural area my standard broadband delivers a pretty consistent 15Mbps.
- Location
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- Location
- HEREFORD
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-19
- Comments
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Customer service is the worst ever. Please go with someone else. They say anything to get you off the phone. I had 6 months of there system not accepting payments due to system error. I had staff lie to me, put me through to wrong dept on purpose. Mis information is their game just to get you paying them. Don't entertain them. You WILL be disappointed.
- Location
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- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-11
- Comments
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Go to another provider.
Happy to allow a customer, willing to accept an 18 month contract, to leave.
Been paying an out of contract rate of over £40 for 2 months. Asked for a refund, as should only be paying £25 and told no or I could get the woman sacked. £30 refund… and they’ve lost out on an 18 month contract with a loyal customer.
Go elsewhere!!
- Location
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- Location
- Rhyl
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-11
- Comments
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Tried to sign up to John Lewis never happened, I only found out we weren't going to be connected when I called about another problem, despite a customer service representative trying to help nothing happened.
They blamed previous provider who I phoned countless times who told me my leaving date John Lewis said it was then down to BT open reach after 3 days of phoning and countless emails I got fed up and cancelled the order.
After reading the reviews I'm glad I did don't bother waste of time
- Location
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- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-06
- Comments
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Absolutely awful broadband service. Dysfunctional WIFI speed, to the point i now have to revert to mobile hotspot for any connection at all.
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2021-07-09
- Comments
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Due to a change in contract, I moved my service provider from John Lewis to another provider. John Lewis were kept informed at every stage. A customer service assistant advised I was due a refund. 2 weeks later I received an email stating my account was in debt.I rang John Lewis, paid the account and was advised I would get a refund in due course. I received an email to confirm payment. A week later, email received advising I still had an outstanding payment.After numerous calls they confirmed their error and agreed I was due a refund.A week later I have been contacted by a debt collection agency........ We are on the process of getting a mortgage and this has impacted every. please DO NOT use this company!!
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-07-06
- Comments
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We were moving home so phoned JLB (Plusnet) to cancel my broadband but wanted to keep email account. Plusnet assured me this was possible. However when our broadband contract finished our email account was destroyed! All our emails are permanently lost. I would never use JLB or Plusnet ever again. Their customer service is appalling. If you are a JLB customer BEWARE … backup your emails.
- Location
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- Location
- Leicestershire
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-22
- Comments
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I was off contract with John Lewis Broadband for about 3 years when out of the blue they contacted me to get me back on contract now now now, telling me to stick with my current speeds as fibre broadband was not available in my area. As I found out a month later, it had just become available, just not via John Lewis. Cue early termination charge I had to pay so I could get fibre to the property. Gangster like behaviour from John Lewis!
- Location
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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
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.