806 Customer Reviews over 21 pages
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-26
- Comments
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Absolutely the worst Broadband I have ever had. Stopped being able to reach the end room of my small flat within 2 months, painfully slow even in the living room where the box is and customer service either don't pick up the phone or don't respond to my queries online. Completely shocking.
- Location
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- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-30
- Comments
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Changed from existing provider to John Lewis Broadband as on paper seemed better value for money. However, this was not the case. Paid by credit card but John Lewis Broadband, delivered by Plusnet, failed to undertake the transfer. They were being upgraded. Repeated contact with different call centre individuals resulted in no real action. Then realised with John Lewis directly, and refund was obtained by cheque. Another delaying tactic.
Advice AVOID AT ALL COSTS - poor practice, unreliable in service terms and not value for money. In short John Lewis' broad band is being delivered by PLusnet who are giving the retail chain a poor name, reputation and image.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-18
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-01
- Comments
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AVOID IF YOU CAN!! I have tried to set up a fibre installation with them. We agreed on a date for the engineer to come (within 5 days) but suddenly decided to change the visit up to 2 weeks later (without asking me for permission). This is completely unprofessional. I called them back and they tried to explain it with the National situation. Well we all understand what is happening with the virus at the moment So just tell me the truth from the beginning don’t lie to me. How can I trust a company who lies. They are 100% unreliable. The only positive thing is that I could cancel my account as quick as I created it.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-02
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
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Ordered a package on Tuesday, and Broadbad was up & running by Fri! With a new router delivered inbetween.
Customer service took 20mins to get through to, but fixed the connection problem in 5mins, so very happy.
First day and speed is extremely slow, but this should improve in the next few days once line is established.
All in all, has been super smooth and highly recommend them!
- 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
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-28
- Comments
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Unreliable broadband with worse than poor customer service; treating a know-how customer like a stupid. Now to leave I have to pay a fee! Rot in HELL JohnLewis!
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-20
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-18
- Comments
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After all the bad comments I was really worried by my decision to change from BT after years with them and increasing dissatisfaction. However one week in at this stage I can only say how pleased I have been with the handover process and the service so far. If anything the broadband speed seems to be a lot faster and more reliable but that may be because of an up to date router replacing the old BT one.
The actual handover was incredibly smooth. The router was delivered a few days before the actual date and the phone was transferred first thing in the morning on that date. The broadband took longer so I phoned mid afternoon just to check there were no problems. The phone was answered pretty much straightaway and I was assured by a very helpful gentleman that I would be connected by midnight - as stated in the documentation. This was the case. It was really easy to connect the new router following the clear instructions first thing the next morning and I then breathed a big sigh of relief. So far so good with no interruptions in the service.
Neither super fast nor fibre broadband are available in my area so I can't comment on the JL delivery of those services.
I don't use JL email nor have I had my first bill so that may be an issue ahead but for the moment I am really pleased that I changed to JL. I am saving myself over £20 per month compared to what I was paying previously.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-08
- Comments
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Absolutely Useless Service !!!!!!!
My broadband has been on and off for about 8 weeks now.
3 engineers have come out now so far, and still broadband not fixed.
Each time, having to wait three days for each engineer is so tiresome now.
I am not getting the service I am paying for, from John Lewis! I cannot afford the penalty charge to leave this terrible unprofessional organisation, that has caused me undue stress and upset.
Yet another appointment has been made for Monday 12/10/2020 (the fourth engineer), and I am sure that this will not help the situation. The incompetence and unprofessionalism is staggering.
Does not even deserve to be one star
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-31
- Comments
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I was with Greenbee (John Lewis) email provider since it started. Suddenly last November emails began to be very slow, and now I can't access them from late afternoon until late evening. When I ask JL what is happening, they say they have 'technical issues which we are working to resolve'. I rely on emails for communication with doctors etc. and am very disabled. I am stuck, because I just don't have capability of changing. Thanks a bunch, John Lewis.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-04
- Comments
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My broadband has always been slow (0.8Mb instead of the promised 38) but I am stuck in a contract and don't have the energy to deal with the polite but ultimately unhelpful staff for hours on end so I was waiting patiently to get out of the contract. Now, there is no service for 5 days and unless I buy a laptop that can help them diagnose a router issue, they will not help me fix it. They are beneath contempt.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-15
- Comments
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We have been with JL Broadband now for just over three months and signed up to this on the basis that it was recommended by Which? as broadband provider of the year. The broadband service itself is provided by PlusNet - customer service is extremely slow (on average a 20 minute to their customer services hotline every time) and the connection speed is awful. My partner works from home and needs fast broadband to upload and download services from the internet. JL Broadband has massively hindered the efficiency of his work and we are having to restart our router every single day due to the fact that the line drops frequently to about 0.26MBPS which is completely unacceptable. I would not recommend this broadband service to anyone and we will most certainly be cancelling our subscription when the contract is over.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-11
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-29
- Comments
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The line has not changed since I switched from BT. The issue was and maybe for a lot of people dissatisfied with the service, the cheap router provided. It's single band, unable to do 5GHz, means that it is reliant on a very congested set of channels. This is particularly problematic in built up areas. If you're having issues, then try a WiFi analyser and see the quality of the channels in your area. My dropping off of connections and the irractic speed were solved by investing in a modern mesh router. I am now getting the same speeds I got with BT. The BT home device is a top end router and you will suffer changing to a budget router. The cost of my new router has definitely dented the savings I got from switching from BT.
- 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
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-24
- Comments
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Very poor customer service and the webmail is very poor.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-17
- Comments
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Please do not take up the current offer with John Lewis which alleges to include £40 gift voucher, they never send the same and when query they say not added to your account. Their speed is terrible only joined less than 3 weeks ago. Avoid avoid avoid
- Location
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- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-08
- Comments
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I had 8 years hassle free from BT. I changed for price reasons thinking there is no risk as BT is still supplying and its John Lewis... They're amazing ..right..WRONG
My bt contract ended on time then no internet since..The original Installation date was missed even though I reconfirmed it. No one showed up on the rearranged date either. The equipment never arrived but customers service blamed me. They said they were certain I received it because it said so on their screen. 4 new sets of equipment were sent but none arrived. Someone then said they would send it tracked by royal mail. Then th eery said the could not as they are out of stock.
T hey sent a BT engineer who tested with his equipment. It failed. He refused to call in to tech support saying I needed to call BT..
They then said I should use the original BT equipment but it doesn't work. .I tried to cancel but got a message saying everything is working except BROWSING and i can't cancel.
If I'm not happy I can wait 8 weeks which they say is reasonable to have time to fix..
The service is run by Plus net. .. very nice people but they never do anything. ..can't send equipment by traced post..can't call you back. .can't escalate to managers..Their systems prevent any actions for the poor staff...
I'm going to court to cancel the contract. .its the easiest way out unfortunately. .
joe
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-30
- Comments
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I was with sky for years and never had to contact them regarding the broadband. John Lewis on the other hand has been barely been useable. I have had to phone them on numerous occasions because the Internet keeps dropping out. If you work from home avoid at all cost. If you want reliable stable connection avoid at all costs. I spoke to one person in customer service who was really condescending and rude. I signed up few months ago. I am really unhappy with the service and I wish I could opt out. Really disappointed.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-03
- Comments
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I have recently transferred to JL Broadband and it has been a big mistake. I didn't receive a router and so I have ended up purchasing one myself because despite numerous attempts to contact them, including raising a formal complaint, they haven't responded. I would avoid.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-27
- Comments
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I ordered JL fibre broadband on 10 August and was told that my broadband would transfer from BT to JL on 24 August. 21 August arrived with no router and no notification that the router had been sent. I phoned JL customer service to be told that the automatic router ordering process had failed. Apparently this was a known problem and JL were working on it (in which case why did JL not put a manual fail-safe in place until the automatic process was fixed?) I was told that the router would be sent out immediately but that it would take up to 5 working days to arrive. That would have been four days after the transfer date and it would have meant a Bank Holiday weekend with no broadband. If a company screwed up this badly before the service even started, it didn't bode well for the future, so I cancelled the order. Customer service were efficient enough when I contracted them; but they seemed totally disinterested in the fact that their (or more likely Plusnet's) systems were so unreliable.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-19
- Comments
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I got an agreed order from John Lewis on 8th of May. Just been told they couldnt transfer my number and will start the process from scratch again. I will have to wait another 2 weeks. All very nonchalant.
Asked to speak to manager. Was fobbed off twice.
This doesn't bode well.
So far unimpressed.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-23
- Comments
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Never choose John Lewis Broadband!!! It’s TERRIBLE. So bad that I had to go out and buy a sim with data so I could function day to day. The internet continually cuts out, phone crackles and tv reception stinks. Smarmy verbiage from customer support but it all adds up to nothing. I was told upgrading to optic would improve reception but this was a complete LIE and tantamount to mis-selling. Then to add insult to injury, I was only offered a £29 refund for MONTHS of rubbish internet plus mega annoyance and time wasting. This sum didn’t cover the extra expense I incurred buying data and sim from another provided while I unsuccessfully tried to get my JL broadband sorted.
I used to love John Lewis. Now I hate them.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-25
- Comments
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Terrible - avoid. The connection has been consistently poor. Often disconnects for no reason, Skype calls a nightmare. Upload speed virtually non existent. Switched to quality fibre provider now and the difference is astounding. Customer service poor - JL claim they never received our order to change suppliers despite BT engineer coming out to switch on new provider. We are effectively paying 2 suppliers for 2 months and despite repeated phone calls I cannot get this resolved unless I pay an additional £25 disconnection fee! Surprised that the John Lewis brand has such poor customer service.
- 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
- 2020-09-21
- Comments
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Lousy broadband - very poor signal, appalling customer service. If I were John Lewis I would stop putting my name to this. Because I was out of contract when i asked to move house they said they'd charge me £65 or else I could choose to be locked in to another contract with them - heads they win, tails I lose. I don't want to be with a company that treats me like this. Please avoid at all costs if you value your sanity.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-12
- Comments
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I signed up for this after reading a very positive Which review. How stupid. If I could give it 0 stars I would. It is quite the worse connection, drops out continually and is so weak - we have neighbours two whole houses down the road whose broadband has more bars than ours! And FORGET trying to speak to anyone at their customer service... you will be sitting on the end of the phone for hours. Rubbish! And we're tied in for another 11 months!!!
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-01-11
- Comments
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Somewhat of a let down for the John Lewis brand....
The customer service is great when you talk to somebody - all the agents have been thoroughly helpful - however you need to call them far too often. The speed is ok sometimes but is frequently dropping to an unusable level. For fibre I'd strongly recommend going elsewhere and given our phone has had a line fault for the majority of the last 6 months I can't recommend the phone either. Overall: terrible.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-26
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-29
- Comments
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We have had no phone or broadband for over three weeks and just been told not likely to get it back before next week.. I tried to report it on March 6th by phone, but was advised of 45 minute wait, so did it online. No response, so managed to get through on phone on March 8th. No one had looked at my message. Openreach came and said it was an underground job. 3 days later underground engineer came and said digging was needed.On March 17th JL phoned and said it would not be repaired until April 11th, because of 'complex issues'. Since then I have been trying to get JL to do something, but all I get is complacency, excuses and platitudes. Yesterday the digging was finally done, but still no service, and the next review date is April 3rd, a whole month since I first reported the issue.
We are forever been told that we live in the world's greatest city, but it takes JL a month to repair a phone line.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-18
- Comments
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Terrible service - set up fee taken and though no set up delivered. Requested set up was apparently cancelled due to issues at my address, without anyone letting me know. 3 months, and multiple requests via website and phone later, I still haven't been able to get my money back. Requests via website lead to responses that refunds can only be accessed by calling the cancellation line, but nobody ever answers that line. Absolute scam - John Lewis should be ashamed to be putting their name to this service.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-20
- Comments
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Avoid the stress, avoid like a plague.
Our go live date was delayed by a day due to a mistake of not linking my account online.
Most days after 1am my Internet cuts off.
13 days in, I have NO internet for more than 48 hours and I cannot remote work.
An employee named Vashir Omar had the cheek to raise his voice at me for his team's incompetence.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2019-06-01
- Comments
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Don’t go near them with a barge pole. Cancelled my contract due to a home move. But the move was delayed so I then called to delay cancellation of contract. Was told it was fine and received email confirmation as well. But then was disconnected anyway. Was then basically told it’s my fault and that I shouldn’t have listened to the last agent I spoke to who agreed to the extension. Awful customer service, argumentative and rude. Never going back
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-23
- Comments
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Terrible service throughout contract.
Was promised broadband long long before it materialised.
Given shoddy router that struggled to stay connected, the password would scramble. Called up numerous times during first 12 months when only fixes were offered that only half did the job.
As soon as 12 months were up they said 'oh that's a router problem but you'll have to pay for a new one as it's now out of warranty.' Nobody had suggested the router had an irreparable fault when it would have cost them money, grubby.
Staff were often rude and unapologetic throughout the whole thing.
Cancelled the contract in June in a call where I was given contradictory information by different agents about what I'd be charged for end of contract.
Got charged for July despite cancellation, complained and was indignantly asked 'are you sure you cancelled?'. They then went and listened to the cancellation call and I was promised refund (but no apology which is typical of JL Broadband) no refund has come and then I was charged for August.
Never ever touch John Lewis Broadband. Not worth the hassle to save £1-£5 on an even half decent service. Unless you're specifically looking for unapologetically useless broadband - then go ahead
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-04
- Comments
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We've had a huge problem with our John Lewis/Plusnet broadband since May and it's now August. Appalling customer service, refused to send out Engineer and every time I call them, they go from the beginning again ...."I'll run a test on the line"....."Oh, yes, it's falling out"...they refused to send a new router but when they finally did, the problem still continued. I've lost business because of it, as I can't work from home with this rubbish. What am I paying for? I daren't swap suppliers at the moment incase I fall down a big hole of helplessness and no-one then takes responsibility. Avoid. I expected more from John Lewis and this whole saga has changed my impression of the company. We had problems last year too. Cheap skates.
- Location
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- Location
- LONDON
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-29
- Comments
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Before John Lewis, I used to have Sky Broadband and I really sorry to leave them. I thought both company use same BT lines and assumed there would not be difference. I failed too bad. Johnewis keeps dropping and very very slow. During last 11 months I had to keep raise query and never seen problem solved permanently. Never had such problem with SKY. Don't waste your money and energy for nothing
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-06
- Comments
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Had the service for a couple months. Canceled back in Aug. 2018 and had a zero balance on my account. I'm still getting emails and texts requesting payment details.I've called them numerous times over the last 3 months and still nothing. Keep getting the same excuse that they have changed billing companies and yet I'm still being harassed for nothing. I have filed a complaint with the FCA against John Lewis.. I will never purchase anything from them again...Would never recommend them for anything even if they paid me to...
- Location
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- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-14
- Comments
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Wow, how did not come across all these reviews earlier. Similar nightmare here..
Been with Plusnet, BT and now John lewis, all the same group (incl EE).
Within the first 5 days have had at least 6 disconnections at random times, support says, 'all ok 10 day training period?', thats ADSL not Fibre! Package ordered was 80/20 fibre extra, found out I was on 55/10, did they refund me, no of course not. Zyxel router supplied by JL on firmware version 10, current release 21? Would they update this for me? 'will happen in time'...cannot understand why I have so many issues, no engineer of course...first 10 days sir...
Please, save yourself the hassle, there is something very wrong here at JL, go elsewhere if you have a choice. As I have been with other isp's that use the same infrastructure BT and plusnet (without any issues), I can only conclude the supplied zyxel 8924 b10a modem/router is at fault, how I do not know. Next time I get a disconnection I will replace the zyxel with the BT home hub 6 or the old and still trusted HG612 3b modem in conjunction with my own choice of router.
Good luck out there! Stay away if you can. Will update after I swap out the hardware with old BT smart hub and/or HG612.
- 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.
John Lewis Broadband are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and John Lewis Broadband.