806 Customer Reviews over 21 pages
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- Location
- Coxley
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-09
- Comments
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fairly reliable but slow
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-09
- Comments
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Switched December, lost DSL service. Kept cool BT Openreach problem. JL limited in what they can do, I understood customer service and tech support depend on Openreach to sort all issues. Took a week for Openreach to send engineer, fixed within hour cause was Openreach fudging wiring in Exchange. Not happy with just refund for lost service as this was not a fault but human error by BT! JL agreed, and credited account to compensate for loss of services eg streaming TV\sky on demand, Xbox and mobile data used while down. Staff polite and as helpful as they can be understanding they cannot fix issues of BT Openreaches causing. I get full 8.1mb sec from DSL, can't offer fair comment on reliability but assume as good as BT wholesale in general.
- Location
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- Location
- St. Briavels, Gloucestershire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-01
- Comments
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I have had 3 breakdowns in broadband and telephone in
December. Impossible to even get through to JL - I tried at different times throughout 3 days and the recording said a 30 minute response time. With poor mobile reception there was no chance of getting through. I had to resort to snail mail to ask them to register the fact that I had no broadband or telephone. I got a letter back saying they would respond within 7 - 10 days!!
I changed to John Lewis as I have a JL credit card and
have always had excellent service when dealing with them. I shall have to change to someone else.
I cannot believe that John Lewis themselves are doing nothing to rectify this enormous problem. They are ruining their good reputation.
- Location
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- Location
- Anglesey
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-29
- Comments
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Broadband has generally been slow, with many more dropped connections than might be expected. The email provision is poor most of the time: for example, attempts at replying to emails received usually result in being taken offline, as is often the case when trying to move emails from one folder to another. At the moment, the provision is very poor to bad: since the 28th November, it has often been unavailable.
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-22
- Comments
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Awful service from day one and only on day six!!. Transfered from plusnet to John Lewis which is all same company so should have been seamless!! On activation which i had to chase...JL issued another bill for £25 even though they had been paid in advance over £30. Contacted customer services who said "never come across this before" but can not stop the invoice, so probably best to cancel D/D. I asked for confirmation of this...adviser said no problem just cancel D/D and they will call me back in 3 days to set it up again!! So duly cancelled D/D. Then after the D/D had been returned JL then restricted my broadband because as instructed by them I had not paid the £25 which I did not owe them anyway. In restricting the broadband they also stopped my caller display on my phone as well as other features!! Contacting them again and getting rather heated at this point was told its a system error nothing we can do sorry!! This bunch of idiots can't stop something they created and then interrupt my service to add insult to injury!!! Still ongoing at the moment and all this in under a week of being with them. I am now contacting JL head office as I am sure they are totally unaware of what is being done or not done in their name!! AVOID AVOID AVOID
- Location
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- Location
- Stalybridge
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-21
- Comments
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Terrible service from day 1, first they send a text saying my phone is now activated, so I cancel my existing contract with immediate effect, then they send another text 30 mins later saying that the phone won't be ready for another 20 + days.
I phone customer services and get Mr Very Rude, most unhelpful person on the planet, tells me I can still use my landline and can pay for calls by debit card, I had signed up for the 'all day' phone package, he tells me the first text was sent by mistake, then say's it's my fault for cancelling the other phone contract.
Spoke with a decent guy the day after, it took ALL day to be able to log online, the password for the router was not recognized even though they had set it up.
Was told that I would get 3 months free fiber for the trouble, then got billed twice on the same day.
Absolute joke of a company, I will be buying out my contract after Christmas and going elsewhere, but not to Plusnet or Parent company BT, all a bunch of incompetents.
- Location
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- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-15
- Comments
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Changed from Talktalk hoping for better service, its worse! On changeover they killed my phone line. Speeds are slower. Router frequently crashes. When I changed my direct debit they failed to process it and cut me off. Avoid at all costs.
- Location
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- Location
- Lochinver, Sutherland
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-12
- Comments
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Still in the process of getting connected. Just received an email referring to 'my Query' (plus ref number) re have I received my router ?. I didn't submit a query - turns out 'my' query was generated by them. The email then asks me to confirm receipt 'by replying to this message'. Two lines down it says 'We're happy to hear from you, but instead of replying to this email please use "Contact us"' (with a link elsewhere.)
One minute later I receive another email saying that since they are unable to answer my Contact Us Query it is now on hold for 3 days.
Like something out of Kafka. The Tech lad I phoned was blissfully unconcerned.
Do John Lewis know their hard earned reputation is going down the toilet, as a result of this ill-advised diversification and the use of third party provider ?
- Location
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- Location
- Cambridgeshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-06
- Comments
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Be aware NO PARENTAL CONTROL! Very bad customer service. Migrated earlier than requested. Both first two months billed more and had to keep chasing it up several times! Normal waiting on cust.serv. about 20mins. What a disappointment as went for JL due to the standard of their cust.service and fairness. All resolved in the end but took hrs on the phone with them. Stuck now for a year as no way to cancel contract based on non-satisfaction unless paying over £100! Not recommended at all. Not what you expect from John Lewis.
- Location
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- Location
- Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-04
- Comments
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Email has got worse you only have 100mb of space on their server which means if a couple of people send you some photos it gets filled and your emails are bounced back. They refuse to increase the space available and recently their customer service has got worse and slower, still waiting for someone to ring me back to discuss the issues. Cheaper doesn't mean as good so I will have to go back to BT as Plusnet provide the JL service.
- Location
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- Location
- Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-01
- Comments
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John Lewis and plusnet are the same broadband providers. When I signed a contract with JL, they connected my account with plusnet by mistake. It took them nearly a month and many hours of my time spent on the phone to them to resolve it. No compensation was offered. I'm now with no broadband due to JL/openreach issue and I'm told I have to wait nearlly 5 days for someone to fix it. Very poor service.
- Location
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- Location
- Worcestershire
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-29
- Comments
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Would like to put zero for all ratings.
Another day unable to access my emails, yet again.
- Location
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- Location
- Wells
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-29
- Comments
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Oh dear !
What has happened to the excellent service John Lewis used to supply ?
Email website down, refusal to recognise me on the login page, 30 minute waiting time to answer a call, and no email address to send a complaint to !
Seems I am up the creek without a paddle...
- Location
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- Location
- west bromwich
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-29
- Comments
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My 70 year old Mother cancelled with John Lewis and they tried to say that she hadn't..the customer service team were rude,aggressive and down right ignorant..eventually telling her she would be charged and cut off so she wouldn't have a phone for two weeks..nothing more than bullying which caused her upset..she's now waiting for reconnection to bt..John Lewis your a disgrace..
- Location
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- Location
- Shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-18
- Comments
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Shame on you John Lewis call centre staff not interest in sorting problems phone line down for 14 days and still waiting for phone and internet conection Im type 1 diabetic and they asked me to email my medical records so the could log me as a priority case when I had a problem
- Location
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- Location
- Wimborne
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-17
- Location
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- Location
- Bracknell
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-15
- Comments
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I have a Waitrose webmail account that most of the time I cannot access. The online reporting service does not work, nor do any of the other online complaints sites. I am not at all happy. I moved back to JL because of excellent previous experiences, not this time, I'm off.
- Location
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- Location
- Bursledon
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-12
- Comments
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Swapped from plusnet to John Lewis to save £10 per month.The process was painless. The new connection is more stable and faster, which is odd as JL broadband is actually provided by Plusnet, or so I'm told. The regular dropouts in service have stopped and it is usable after 16:00 on a week day, something the Plusnet wasn't so good at. Overall, its not bad. I wonder if the improvement is due to the router being replaced from an old BT Hub3(that is not a mistake, I was using a BT hub on the Plusnet service) to the JL one, although it has the same specifications? Speed is hovering around 10MB
- Location
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- Location
- South Wales
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-12
- Comments
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I live 6.5 miles from the Exchange. Previously my speeds were 1.5mb. Now I get 35-36mb, with the lowest speed ever being 33mb. Good stable connections. My old ISP cut the connection at Noon, but JL didn't put the phones/internet back on until 10 pm. This is probably due to Openreach not JL, but expect a loss of phone service for most of the day. Very happy to have changed over to John Lewis.
- Location
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- Location
- Marlborough
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-02
- Comments
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Very slow speeds and when I have a problem I cannot get through on the phone as 'they are experiencing high call rates" Really? Every day? Poor service for a company carrying the John Lewis brand.
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-26
- Comments
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Signed up for Fibre 3 times - each time money taken etc and order all in place. Each time cancelled after JL BB not being able to provide after accepting the order or because they failed to remove my details from their systems. Each time I found out by checking that things weren't happening - they didn't tell me (apart from their error in applying for a direct debit which they intimated was my fault - took my details and took initial payment but DD failed as I'd given them the wrong details which were the same as they used to take money!) The technical helpline seems ok but everything else seems terribly run. Sad that John Lewis is going the way of other retailers. Reminds me of the Building societies changing to banks scenario where profit is now key. The BB scores are because I didn't get any at all.
- Location
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- Location
- Southampton
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-23
- Comments
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Get another ISP there is no broad in JL broadband - its SLOW very SLOW. And quite a few drop out too. Counting down until I can cancel.
- Location
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- Location
- isle of Wight
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-19
- Comments
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The internet and phone were not switched on by the date stated. Contacted customer service who said it would be on by midnight, all the bt engineers go home at 6pm so I knew that was a load of rubbish. John Lewis are going to be in breach of contract. Be advised not to bother, Mickey Mouse could do better.
- Location
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- Location
- Reading
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-19
- Comments
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Bizarre. Serious connectivity problems on first day of going over to them. Couldn't fulfil ALL the security questions to investigate the problem, so they refused to proceed!!! Couldn't cancel...because I can't answer ALL the security questions! Infuriating - and there's no email address to try and get round the system - John Lewis Broadband doesn't have an email address!!! Even John Lewis customer services couldn't contact them. Next stop, Ofcom. Truly, truly bizarre. But then, it is run by PlusNet, so that explains it.
- Location
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- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-17
- Comments
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Have been with Waitrose/John Lewis for many years, whenever you had a problem it was easy to get through on the freephone number and I never had to wait more than a couple of rings for someone to answer. Ever since Plusnet run the call centre it is a nightmare, give up waiting for someone to answer after 20 mins hanging on, online contact takes at least over 24hrs for someone to answer if your lucky and for this reason I would not recommend.
- Location
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- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-16
- Comments
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Pathetic Broadband service, JL is not providing Parental control, it has mentioned in the web site but actually not comes with it. Very disappointing, Customer services/Technical support also did not know the parental control is available, waist few phone calls, (long calls) then found out its not comes with the package, Got kids home, now we are stuck to service for one year, cannot even cancel it.
Signup month ago, when receive the service it took more than three weeks. only found out about parental control after received the service, but still too late to cancel as customer services.
Call wait time is more than 20-30 minutes any time during the day.
I think JL is the only ISP who is not provide Parental Control
Very very disappointed.
- Location
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- Location
- DN213JF
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-13
- Comments
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Reasonable service but quite slow
- Location
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- Location
- Eastchurch
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-09
- Comments
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Hi was with BT before and when I went to John Lewis I did not see the feedback until I joined then I was a bit worried because a lot of the feedback was bad but for me I have had excellent service with no problems our family have been with Bt for 40 + years and the price just keep going up with no reduction for the loyalty so had to change I would recommend you try John Lewis
- Location
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- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-07
- Comments
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Awful and avoid. Log calls online and they take over a month to respond. I followed process online to cancel only to be told they don't accept cancellations online - despite having the process there. So, I've written to them to cancel by snail mail - Whats the betting the letter gets mislaid.
- Location
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- Location
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-06
- Comments
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I moved to John Lewis broadband from Plusnet to take advantage of their first year discount. They transferred me three weeks before the agreed date, (and before my Plusnet contract had ended), and have double charge me for my first month. I have tried to contact them using their website for over a week ( as I didn't want to wait half an hour on the phone) and despite claiming a 24 hour response time have received none. I even logged a complaint about poor service and have received no reply. Like other users, I am amazed that John Lewis have compromised their brand name with such poor quality service.
- Location
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- Location
- Midlands
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-06
- Comments
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Poor set up, poor customer service (initial set up, revised set up, billing) although technical support good. Would not recommend.
- Location
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- Location
- Todmorden, West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-19
- Comments
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Moved to JLB after a price comparison website said they were the cheapest. After less than 1 month JLB increased the monthly cost. I was angry that JLB offered a fixed price contract for 18 months on price comparison then changed it after 1 month. Called JLB. My first introduction to their 'Customer Service' was being asked 'What do you want me to do about it?' and immediately being told there was nothing that could be done. After 2 months of disputes regarding intermittent service, slow speeds, long call waits and multiple spam or 'Stock' emails as JLB like to call them, I finally got through to a call handler. During each call I had said I wanted to log a complaint but nothing was done. JLB don't answer emails, they have a portal you have to log into in order to email them. At one stage JLB completely deleted my account, erasing records of my complaints and preventing me working from home. I would regularly call, complain and give my availability for callbacks, yet I would either get no call back or would be called back when I had already stated I would not be available. Most of the middle managers/Complaint Handlers I spoke to were unsympathetic, unpleasant and one inparticular seemed to do nothing other than aggressively shout me down. Even now after going to CISAS (The ombudsman) and being offered a settlement payment, JLB are still sending me stock emails, dodgy invoices and generally SPAMMING me. JLB is the archetypal cut corners approach to customer service, delegating the onus onto the customer to constantly chase them at the customers time and expense. Ask yourself "Is saving £2 per month or so on my broadband really worth slow speeds, a service that constantly disconnects, an email account jam packed with SPAM, aggressive unpleasant and unhelpful staff and a lot of wasted time?"....If the answer is "Yes" look no further. I'd like to say that JLB had at least one positive; unfortunately even the Wireless router looks naff and the hold music (which you'll be getting very used to) will drive you towards insanity and/or violent criminality
- Location
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- Location
- Dingwall
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-15
- Comments
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We moved from BT to JL because BT was so slow and expensive (our contract having expired) and we didn't think things could get any worse. How wrong we were! We can barely browse the web now whereas the problem with BT was the odd stutter when streaming. Whether it is the cheap looking router or throttling of the network is unclear. Their customer support is awful - phoned Technical Support a few days ago who said it would get better. It didn't. Phoned them again today waited for half an hour and then gave up. Then called Customer Services who said they'd jump me up and the queue and guess what was put on hold until I had to hang up. Before he transferred me he told my that my 14 day cooling off period actually expired before my service even started! What an utter farce and rip off. Completely despicable it makes me sick. AVOID AVOID AVOID
- 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
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- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-03
- Comments
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Customer service is what lets them down. It's quite different from what you expect at John Lewis- I suppose thats because it is actually being provided by Plusnet, who are part of BT, The worst problem I have is that they have double billed me for the first month's service, and seem incapable of sorting it out. Now I am being chased and threatened with service reduction (!) for an amount I already paid when I placed the original order. As noted by others, you spend ages listening to music on hold, but if you contact them on their messaging service nothing much happens.
- Location
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- Location
- Nottinghamshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-01
- Comments
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Broadband speed is ok and generally it's reliable. Real issue is the email service. It's hit and miss as to whether it connects at all remotely - quite often times out (as it has just now). If you get in, it crashes time and again, so sending emails remotely means typing them in Word and copying and pasting, often repeatedly. Most recently, we weren't able to log in at all. Customer service couldn't tell us what was wrong as it was working at their end. Said would get back within 48 hours (!). Didn't. On chasing, my husband spoke with a very arrogant guy who came up with an unconvincing reason as to why it had happened but fixed the problem remotely - but not on the home pc! He claimed it was a Microsoft problem and "Waitrose" couldn't help. My husband (who knows little about IT) made a suggestion about adjusting the Waitrose setting. The guy dismissed it out of hand. End of call. My husband did what he'd suggested and it worked. Totally unacceptable to be without core email for two days and then not have a competent IT support service.
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-30
- Comments
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Just came from over priced BT, i have more than halved my monthly costs, but it shows why, BB speeds are dreadful, even though they say the line is fine, i was getting with BT from a ADSL line a good 7 mb DL speed and a ping of constant 29/30
Now with LJ, i have had 0.33 DL and a ping of 1403, it is up and down and isn't stable, JL is Plusnet, i tried to leave but im too late as ive just gone over my 14 days, stuck with them for a year of headaches, maybe a better router will help, as they did say theirs is crap!! avoid.
- Location
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- Location
- Rugby
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-30
- Comments
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Absolute rubbish - avoid. Signed up as John Lewis is a brand with a good reputation. Their broadband is useless and just keeps hanging, response times 20 seconds or more. Tech support and customer service poor too.
- Location
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- Location
- Herne Bay
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-29
- Comments
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Awful! Polite staff who don't know what they are doing. They assured me I would keep my own phone number, then when the change over happened advised me of my NEW number!!! They don't seem able to get my number back, different advice from three staff I have spoken to about it. One said he is on holiday soon but will see if he can get someone else to chase it!! My new router didn't work, after three phone calls I got nowhere and then fixed it myself by experimenting with the settings. The username and password were missing! Each time you phone technical help you are on hold for 45 mins each time being forced to listen to insanely bad music, although sales answer straight away!! PLEASE GO ANYWHERE ELSE BUT NOT JOHN LEWIS!!
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-19
- Comments
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Not as bad as Talk Talk, but only just.
I got given three different dates for connection after I signed up to a contract, eventually it took 5 weeks to get the service up and running.
They put my address down wrong on the bills and say that it cannot be corrected. I need various utility bills to confirm my identity, address etc. their ones are useless.
Every time the phone rings the broadband connection cuts out for a few minutes. Customer service have given me three different explanations for this, all of them my fault and none of them correct.
As has been said before the staff are mostly polite, but useless and unable to actually address any problems you pose them. I know good manners can get you a long way but this is taking the mick.
Stupidly I did actually believe that John Lewis would care enough about their reputation to ensure that any service carrying their name would be among the best out there. How wrong I was. I never have shopped at John Lewis, I can't afford to, but even if I could I wouldn't, not now.
- Location
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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.