806 Customer Reviews over 21 pages
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- Location
- Scotter Common
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-12
- Comments
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good service with problems
never more than 5mb
fairly reliable
- Location
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- Location
- goole
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-11
- Comments
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This really is dreadful. I am truly appalled. I switched from SSE broadband as the price went up from £12 per month to £26 p.m.
JL wants £22.50 which is not a lot less.
Their router is probably worth 50p.
Their service is dreadful.
They told me I should be connected within 2 hours, but I had to phone at 10pm. They apologised, saying BT had told them everything was setup, but their system hadn't worked. You're left high and dry. Go elsewhere, this is just rubbish.
- Location
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- Location
- KENT
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-06
- Comments
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All, I have read most of the negative reviews stating some real challenges and it must be frustrating. However my experience has been the complete opposite. Signed up, new router arrived or be it broken and new one sent straight out and the service for me has been really good. Just as fast when measured compared to my old SKY and BT accounts. I also signed up and got a STATIC IP for £5 not too bad.. Enjoying the service and speed. PS the ZyXEL Router (WITH THE LATEST FIRMWARE) Actually outperforms my old SmartHub on 5G :) Nice
- Location
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- Location
- Rural Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-05
- Comments
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Easy internet order. Router arrived in good time. Landline phone line switch seamless. Broadband transfer worked as it said it would within 15 mins at 0800. Speed on day 1 slightly slower than BT it replaced, router has equal coverage if not slightly better. Basic cost (70% of BT after intro deal ends) which was the top, mobile calls inclusive package will save bundles. Well worth it so far.
- Location
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- Location
- East Ilsley
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-05
- Comments
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3 months after placing the order I have given up and cancelled it to go to BT. They are rubbish. Initially they put my first order on hold because they couldn't find my address (it came up on their website). Then after that was fixed, they randomly cancelled the next order without telling me. I contacted them and complained and they said it would another month just to get the phone line in and they didn't know when the broadband would happen...
- Location
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- Location
- Whaley Bridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-04
- Comments
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If I could score this zero I would. Still no service after 6 weeks. Extremely poor communication and when they do communicate it seems to be missing any element of truth. Stay well away from this supplier.
- Location
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- Location
- East Knoyle Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-01
- Comments
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Good value, reliable and good customer service. As a rural customer this is a cheap way of gaining Plusnet service. Will continue providing I can negotiate a good price at the end of contract. Recommend
- Location
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- Location
- Farnborough, hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-30
- Comments
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ABYSMAL. ABOID !!!!
Join on the reputation of John Lewis, but regretting it big time.
Live date was 18th August 2017. Got a confirmation email from them on the day saying that everything is live. Phone line and broadband disconnected by the previous ISP as per contract, but John Lewis has not liven up the services until the following day.
Broadband speed is just barely above dial up and no outgoing call barred, not what I asked for as the phone line is also used for a Life Line. Reported to Tech Support. 3 days later received a missed call, then an email saying that they have performed a Line Check and find no fault so closed the fault.
I reopened the fault and told them the issues are slow broadband speed and outgoing call still is barred. They did another Line check, (yeah you guessed it) no fault found. I was at pain pointing out to them that was nOt the case. Emails flying back and forth. Eventually, two weeks later they agreed that there is a fault and want to send out an Bt Open Zone Engineer but there is going to be a charge if he can't get in or if the fault is within the boundary of my property. No problem I agreed to that as I had no problems with my phone line or broadband with previous ISP (the only thing different is their router being plugged in). Tried to explained to their Tech Support that the cabling will not cause outgoing bar. It's either the line had not been migrated over correctly or more than likely that Class of Service is not set up correctly. They would not have it. I was not going to lose half day pay for a guy turn up to confirm to me what I already know, so I told them that if the engineer did not turn up or the fault is not within my property then I'll counter charge them (only fair). They keep banging on that's not how it works, err yeah, your cock up and now you want me, your Customer to pay for your mistake!
YOU HAVE BEEN WARNED!
- Location
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- Location
- Farnborough, hampshire.
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-30
- Comments
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One star is being extremely generous.
I joined John Lewis on its reputations! I'm regretting it big time.
Live date was 18th August 2017. Got an email from them statingeverything is live on that date
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-29
- Comments
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I have only signed up with John Lewis and so far so bad. First off they had to send an engineer out to connect a phone line which was already connected. Secondly they didn't process my order delaying my line activation by 3 weeks. They now have just told me they need to send out another router because the first one they sent out was dispatched 5 days ago and it hasn't arrived. When I was with Sky and the router was late they put it on priority First Class post but apparently the customer service representative at John Lewis couldn't even do this. Thought John Lewis was a trustworthy brand and a company with integrity. This shoddy service leaves a lot to be desired. AVOID AT ALL COSTS
- Location
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- Location
- Buckinghamshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-26
- Location
-
- Location
- Farnham
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-22
- Comments
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Terrible broadband, goes down at random points throughout the day and always at 7.30 pm.but what is worst about it is that it will show as being up and available on the router but will not connect to a website. Then there aaaare the time that it will connect and disconnect over and over in the space of an hour basically not letting you do anything
2 good things to say
You will get a good email address and customer service is great and know how bad the service is
- Location
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- Location
- Auchtermuchty
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-22
- Comments
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big mistake moving from BT to John Lewis. We are rural so do not get good speeds but was told by JL that we would get same speed as our BT service (3.8Mb). In fact we have never got more than 2.9Mb in the more than 8 months since the changeover. All John Lewis customer service said is to take it up with BT myself. WE also now have drop-outs vitually every day and sometimes multiple times in one day. We certainly won't be staying once the contract expires.
- Location
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- Location
- Yeovil
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-21
- Comments
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Had JL/PN Broadband now for 6 months, been paying for fibre plus package £40+ per month. My speed has been dropping so called technical, just been told by 'so-called' technical that I haven't been getting what I have been paying for hence my speed is well below 40mgb and should have been 70+.
I was put through to the order dept and they say I have been on the right package 'LIARS' you have crossed the wrong bloke. John Lewis why have you aligned yourself with dodgy 'Plusnet' JL you have deceived your loyal customers, shame on you.
- Location
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- Location
- Farnborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-21
- Comments
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Only go with them because of the 'John Lewis' reputation, but I am regretting it now big time!
My line was meant to go live on 18th August 2017. Phone and broadband got disconnected at 2pm on the day and got email from them stating that it's now live. Both phone and broad were not working. The following day broadband worked (very slow speed almost like dial up), but can't dial out on phone and it has a very loud and weird dial tone.
I reported the fault to them and stress that my phone is a Life Line so it's important that it's working. The agent was ok and promises that some one will call back later. No one did.
Fast forward three days later phone rang at about 10.30 am I pick up the phone but the caller cleared down. Almost immediately got an email from them stating that the fault is resolved. I double checked to find that it's not rectified so ring their Technical Support again. Spoke to an agent called Sham who asked for my user name, my full name, address. He still can't find my details, so he asked for my phone number, up came my detail, but he proceeded asking for my bank. Now with most company and certainly their first agent only asked for user name, address and phone number, but Sham wanted my sort code as well. I was not willing to give it to him. He went into a spiel about Data Protection Act and wanted to terminate the call. I repeatedly asking to speak to his Supervisor or manager, he said he can't as I have not pass security. I insisted that he pass me to his manager, he lied that his manger was in a meeting, but I kept on insisting on speak to his manger. He put me on hold and surprisingly his manger was not in a meeting.
Let this be a warning to anyone who's thinking of taking out a John Lewis broadband and phone package as their reputation is good but their service sucks!!!!
- Location
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- Location
- Northampton
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-17
- Comments
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Shocking from the start, delays to my installation then the speeds were below my minimum guaranteed speed and always dropping out going hours with no internet. AVOID
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-14
- Comments
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I haven't even started using John Lewis broadband yet. Decided to go with them because I associated the John Lewis brand with good service and high quality products, my experience so far has been anything but... I was told by the sales team that my internet would be up and running on the 8th August, this was a lie. I made peace with it and was then told 10-12 days after, it would be up and running. It is now the 14th August and I've just been told no order had been placed on their end, so basically I've been delayed another 7 days with no Wi-Fi. I can't work from home and I am now behind on deadlines due to the incompetence of this broadband "service" (more like nightmare). They would not have even flagged that no order had been placed except I called them. What a load of baloney. Steer clear!
- Location
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- Location
- Gainsborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-13
- Comments
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A reliable service but not worth the money charged
- Location
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- Location
- North Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-12
- Comments
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Switched to JL Broadband and can't wait for contract to end. Continually dropping service, slow speeds. Had same devices/usage with previous provider and no issues before, so why now? All engineers keep saying is everything looks good on the line and want to send someone out but if no fault found they'll charge me £50
- Location
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- Location
- North wales
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-09
- Comments
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Omg john lewi broadband & phone set up brandband for my new house last week and promise me that it will be all set up on this Saturday the day I'm moving in so I wouldn't be without Internet the guy that I spoke to on the phone for over an hour told me that he had a problem with his payment system and if it hadn't have gone out my account by by the next day he would call me back and go through it again but I had no phone call it was still pending in my bank till this morning so I called then back up to find out there was no record of me on the system all the passwords all the security checks everything that I set up nothing my phone numbers not there any emails not there nothing so now I'm in a situation where I'm going to move into a property with no phone and broadband setup so I said I wanted to speak to a manager and making a formal complaint about the guy that I spoke to and their system then he avoids me but I couldn't making a complaint because I'm not on the system I haven't got an account so annoyed it is not the word
- Location
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- Location
- BARNET
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-31
- Comments
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Very unreliable service ,keeps disconnecting.
Have had no connection on our smart television nor pc after the first two months !!!
Into the six month and have lost broadband ,we cannot watch/stream a movie without it breaking off.
We cannot wait for the contract to end and go back to previous contractor.
- Location
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- Location
- Swineshead
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-31
- Comments
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Awful signed up on 25/6/17 didn't get phone connected till12/7/17 was told box had been ordered and would arrive in next couple of days after many emails and phone calls and being constantly fobbed off box was actually ordered on the 18/7/17 not on the 12/7/17 broadband was then finally connected on the 25/7/17 so it has took a whole month of frustration lies from them to finally get connected to then be going so slow 5 minutes to open a page rang up yet again be told can take up to 3 days to reach speed 4 days passed still taking forever rang yet again to then be told takes 10 days . Asked about cancelling to be told you are passed your 14 days which apparently start from when you sign up not when you receive the services so you don't even get chance to see if they any good before you are into your contract .please avoid this company totally useless service customer service just lie and fob you off now stuck with a service that's useless but still paying for
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-28
- Comments
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First 6 months of contract fine the last 6 months have been awful. Broadband constantly disconnects ....... Utterly disappointed with service and intend to go back to my previous provider at first opportunity
- Location
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- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-28
- Comments
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Diabolical
Cancelled after a week. No idea of speeds or reliability as we never got connected to broadband. Received two routers still nothing. Surely John Lewis can't continue to distance themselves from this fiasco
- Location
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- Location
- North Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-25
- Comments
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I don't know if their internet service is worse than anyone else's, but the complaints service is the worst I have ever come across. They make all sorts of promises to you over the phone that they rarely if ever keep. My problem which I reported 11 days ago is still not fixed. They have so far promised me 4 times that someone will call me back to discuss my technical problem, but on one ever has.
They send you an email in response to your complaint, but note this: if they were professional, this email would summarize the complaint and tell you when you could expect to have if fixed. However, the email says nothing about the complaint, all it says is that the complaint will be automatically cancelled after 11 days – whether it is fixed or not!
I have asked several times to speak to a manager, but no manager is never available. If I say I want the problem fixed, they say they can't do in now and I have to wait.
The router is very poor and doesn't work through brick walls.
The speeds are sometimes very low and no amount of complaining makes any difference.
They seem to work in the principle that if they mess you around for long enough you will stop complaining and then they won't have to do anything.
So the bottom line is: all they ever do is to lie to you and give you the run-around. AVOID AT ALL COSTS!
- Location
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- Location
- Derby
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-24
- Location
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- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-22
- Comments
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Avoid John Lewis for Internet! My internet keeps cutting off. I can't watch Netflix, Amazon, BBC iplayer on my smart TV for longer than 30mins and then I have wait to for an hour or two hours before it works again and then it cuts off again. I don't get wifi on the 1st floor of my house. Only on the ground floor. I'm so disappointed with JL. The only good thing is that JL tries to help, they do the the line testing over the phone. They have sent me two new routers but they BOTH don't work! Maybe its Plusnet that its rubbish. I've been paying £35.00 monthly for a rubbish service. I also doubt that the technical department's knowledge. I don't think they know what they are doing. Over price for what they are offering.
- Location
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- Location
- Caernarfon
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
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Absolute rubbish
- Location
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- Location
- York
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
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If you rely on your internet for work then don't go with John Lewis. We have had nothing but issues for the 8 months we have been with them. The initial connection was painful with no communication.We frequently have drop outs and the speed despite being on fibre is pitiful. It is affecting our ability to do work at home now.
- Location
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- Location
- ll545nn
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
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Absolute rubbish
- Location
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- Location
- Market Harborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
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We changed from Sky to John Lewis and we have regretted it since, broadband speed very poor and huge variations in download speeds
- Location
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- Location
- Leighton Buzzard
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
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Failed to take first direct debit cut off service within an hour of email stating there was a problem. I rang reconfirmed direct debit details. I was told everything ok. Direct debit still not taken. I then get email threatening debt collectors & phone cut off at same time. Forced to make card payment for their incompetence. I thought BT was bad! John Lewis this is damaging your brand.
- Location
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- Location
- Sutton, Greater London
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
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I made the monumental mistake of not reading enough reviews of John Lewis broadband before signing up. Switched over in May 2017, nothing but problems ever since. Had excuse after excuse, been told I've got the router too close to other items, even though wired broadband is also a problem. Now another week of phone calls and waiting for updates with nothing. John Lewis batting it to Open Reach and vice versa. Intermittent drops which can be as close together as a few minutes on/off. No particular pattern, only know about wired devices as we have linked to our 'smart' digibox. Such a shame because when it's working it is a good speed. I never usually do any reviewing online, so the fact I'm going out of my way to post on as many forums as I can find should tell you something. AVOID. I'm considering further action and looking to evidence voided contract.
- Location
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- Location
- Darlington
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-10
- Comments
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Didn't even get the internet in and we had so many problems with them by cancelling the order waited for it for 2weeks and the router didn't come on the date it was meant to do contacted they told us that it's on its way rang again and the order wasn't even placed we paid the fees to get it set us as well and all they could say was they have to place the order again and wait another two weeks waste of time wouldn't go for these providers they are nothing but time wasters
- Location
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- Location
- Oswestry
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-10
- Location
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- Location
- Warwickshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-08
- Location
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- Location
- Torpoint
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-03
- Comments
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Been with John Lewis Broadband for 18 months after enduring years of problems and dropped connections with BT. John Lewis Broadband has been completely reliable with speeds always close to the promised estimate. Only a few minor niggles with the free antivirus program. Customer service generally very good. Simple pricing structure is a plus.
- Location
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- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-01
- Location
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- Location
- Sp11 8JB
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-25
- Comments
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Half the speed I had with BT which was just over 1.1 mbps. At 0.6mbps we cannot stream a BBC news clip. Well done John Lewis/Plus Net which is owned by BT!
- Location
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- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-23
- Comments
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I changed from Plusnet to John Lewis, so it's effectively the same internet provider. I had doubts because of the bad reviews, but most of the issues I've had have been minor and temporary.
I don't know why they ask you to choose a changeover date, because that passed with no explanation of why there was a delay, just an apology for the delay. Then I got emails and texts out of the blue to say my service had switched.
So far, 2-3 weeks in, I'm fully switched and consistently connected and my speed is slightly faster than I had before with Plusnet.
The issues I had were with billing, the switch date and contradictory emails. I was billed for the first month despite having already paid for it upfront, and they took the payment out of my bank (to be refunded later) rather than cancelling the bill. JL really need to sort that out as it seems to be a known issue. I was also sent emails/texts saying both that my home phone had successfully switched and that my home phone was due to switch in 2 weeks. I already mentioned the switch date delay.
I am pleased that my service is better than the reviews give a picture of -- though the service could vary for others depending on lots of factors.
As it is now, I'm happy with it. The speed is faster than what they actually offered me, the customer service (online) has been ok, it's been reliable so far. And it's cheaper than Plusnet but with more features (free caller display and evening and weekend calls included). As long as it carries on like this, I'll be pleased with my choice of provider.
- 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.