806 Customer Reviews over 21 pages
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- Location
- Bedfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-16
- Comments
-
Moved from BT to JL almost two weeks ago and still have no broadband. Lost count of the emails I've written and the hours wasted on their "technical helpline", most of which are waiting for my call to be answered (58 minutes in one case).
Seriously, if you value your sanity, do not even consider switching to John Lewis.
- Location
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- Location
- Cambridgeshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-13
- Comments
-
PlusNet in disguise! Absolutely dreadful service after 3 phone calls and 2 weeks of promised broadband was given another 6 days notice - was advised it was staff not placing the order and there's nothing that can be done - Unparallell incompetency - avoid like the plague!
- Location
-
- Location
- Oxfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-04
- Comments
-
Maybe we all have something in common? Complete deception. I left BT at the point of going to the ombudsman Until bt finally admitted liability. As I was moving house I vowed never to use BT again. I therefore switched to JL and because I have trusted the JL brand for some 40 years I felt no need to read the small print - JL customer service, pricing and guarantees have always been first class. Yet JL broadband has let me down big time. Moreover my broadband stopped working completely when I refused to except the measly compensation being offered by BT for my last contract. Turns out BT owns 80% of Plusnet which operates 100% of JL broadband. I have encountered dishonesty both at BT and Plusnet masquerading as JL. nEver ar JL. JL needs to compensates us if JL Broadband won't . Finally it seems likely that BT and Plusnet have a blacklist for what they perceive as difficult customers. It would not surprise me if they could cut off broadband connection out of spite so that as is happening to me now, I am forced to consider going back to BT and paying £175 of breakage costs for a contract for a service that has been shockingly useless.
- Location
-
- 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
-
- Location
- WINCHESTER
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-24
- Comments
-
Difficult to overstate how poor my experience of John Lewis Broadband (Plus Net) has been.
Poor in all respects, compounded by extremely dissappointing customer support and service.
Leaving for another provider.
- Location
-
- 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
-
- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-22
- Comments
-
Appalling customer service.
- Location
-
- Location
- LONDON
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-26
- Comments
-
10 years ago I signed up withGreenbee, They were excellent until John Lewis sold them to Plusnet. Plusnet then sold out to BT, and service has been rubbish ever since. Engineers' excuse is that Greenbee is going to be phased out, yet when you phone them one of the options is to sign up as a new customer! What customer service !
- Location
-
- 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
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-02
- Comments
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Shambolic from start to finish. It never went live. Order placed on 22nd nov. Simple switch over of adsl and phone from previous supplier. Services cut on 6th dec. Was emailed on jan 1st to say adsl was live. It wasn't abd needed another openreach visit. Their inaction caused the lne to stop working. Meant no internet over Christmas and new year. Was told on 1st that openreach would fix the fault in 72 hours. So cancelled the contract. Only a shame you cant award zero stars
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-14
- Comments
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I decided to switch from TalkTalk because of its notoriously poor service but so far John Lewis has been even worse. Slow to switch, with very poor communications (I got random emails saying "we have escalated your query" when I hadn't submitted a query, and then it turned out that "escalated your query" meant "downgraded the service that we're giving you because, even though you say you already have broadband, we don't believe you so we're not going to give you broadband, but don't worry, you won't have to pay". I'm stuck without broadband, but am having to pay through the roof for pay-as-you-go wifi in the meantime. I now have to have a different phone number because JL said the old supplier to release my old number. However, it looks as though John Lewis hasn't actually told my previous supplier that they've taken over, as my previous supplier is still sending me bills. Generally, I'm astounded at how poor this service is, really unexpected from John Lewis - maybe you should stick to selling cups and cushions. If anyone else is wondering whether to go with this service, don't - it's not worth the hassle
- Location
-
- Location
- Kilcreggan
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-12
- Comments
-
Moved from Bristol on November 1 and signed up for John Lewis Fibre and 'phone service from 5 November. Got an email saying my sevice has been connected and advising me of 'phone number. The 'phone had a dialling tone but could not make calls. When i dialled the number the phone rang but not in my house. The next day a lady ( turned out to be a neighbour)called asking why I kept calling her, she was calling from my ( supposed ) number. When my ' phone was finally connected hers was cut off. Fibre broadband ( promised speed of 34 Mbps) turns out to be broken string with speed between 0.2 and 10. After a week got a letter from plusnet telling me that someone was moving into my house and that they were taking my number. The letter, from the head of customer services, stated if there were issue to 'phone them. I dialled the number on the letter which was no longer in service. Got through on the website number told them I had only just moved in and was not moving and wished to keep the number. Two days later I was cut off. I then got a call asking if I would mind giving my router to my next door neighbour as she now had a phone and broad band service again. Made several calls and was told I would be reconnected in about 10 days time but on a different number. Chased this up and was told the order had been cancelled also that their system had suffered a fault and that the only way to speed up the process was to rejoin, at a cost of circa £87 which would be immediately refunded. 'Phone was finally reconnected but on yet another number. The fibre broadband has yet to be resolved. I have been promised the refund of the £87 but some three weeks later am still waiting. I have spent around 15 hours on the 'phone to them, about the only person in plusnet I haven't yet spoken to is Peter Kay. I joined John Lewis broadband based on customer service I have received from John Lewis over 40 plus years and having endured talk talk cutomer service for about 7 years. I was wrong in thinking talktalk was as bad as it gets.
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2019-06-13
- Comments
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John Lewis have been the worse company to deal with in terms of customer service. The phone staff are rude and dont listen. I have been repeatedly harassed at work when I have asked several times not to be called at work. The response was. Well you dont need to pick up the phone. Actually as I explained I work with patients so yes. I do.
I have been told my address does not exist, told they have do do surveys told they need to do external work told there is a problem with my address told they were ready to book in then ignored me for days and dispute saying they are 24 hour service I cant get hold of anyone to book appointment so message and say can you send me dates please. Nothing. Again send message this is my address I am free these dates nothing. Another message. Further attempts at calling after work nothing. Today i get we have cancelled your order. Do feel free to call us if you change your mind and want to rejoin us.
What a load of rubbish. For such a high name company John Lewis are letting themselves down badly in this area.
- Location
-
- Location
- Dingwall
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-15
- Comments
-
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
-
- Location
- North West
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-11
- Comments
-
DREADFUL on all counts! Very unsatisfactory service with download speeds a pitiful 1.64Mb when I signed up for fibre broadband of 36Mb!!! Internet drops constantly making watching a program an impossibility. I would not recommend John Lewis (i.e. plus-net) for broadband. Can’t wait to switch and will never touch them again!. Don’t be tempted they are rubbish! A very unhappy customer
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2022-07-08
- Comments
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stuck with John Lewis for a year ,low speed, website that jitters so can never read bills fully, changed to new provider at end of year informed John Lewis .JL then sent email to tell me they had stopped my transfer to different provider, rang them to ask why as they had no right to do this ,put me on hold for ages, dismissive unhelpful before admitting mistake.
- Location
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- Location
- Foulden
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-26
- Comments
-
Worst ever. Speed is minimal and for the past year the wifi keeps getting dropped. Customer service consists of a list of generic statements they read to you. Finally they tell you it's their router at fault--but, alas, they can't replace it.
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2021-07-09
- Comments
-
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
- Walton-on-Thames
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-08
- Comments
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After 10 days of radio silence from John Lewis Broadband (in reality, as I discovered, provided by PlusNet) I logged onto my account to find that my installation had been cancelled (by PlusNet's woeful IT systems) with no notification to me. I then spent the next hour trying to call customer services and talk sense to someone. When I did manage to speak to a human who could do something I was so fed up I simply cancelled; looking at the wider reviews here a lucky escape I suspect.
I went for John Lewis Broadband because of John Lewis' (JLP) renowned customer service. How JLP can put their name and brand to a product provided by such an awful service provider as PlusNet is beyond me; they need to take immediate action to severe their links with these cowboys to protect their wider brand and reputation. Come on JLP your loyal customers expect more from you than associating yourselves with an outfit as awful as PlusNet.
- Location
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- Location
- West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-19
- Comments
-
Awful - do not bother or waste your time with this supplier. Speeds are poor to say the least, Internet unreliable to say the least, customer service just go round in circles with customers. I'm completely fed up with this supplier and wouldn't recommend them to my worst enemy
- 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
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-07
- Comments
-
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
- 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
-
- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
-
This is the first Tim that I have completed a review and especially a negative one at that, however, I feel strongly that I should share my experience so others can be aware of the awful company that is John Lewis.
Firstly I joined John Lewis as I needed a faster broadband for all the zoom calls that I needed to make and believed all the hype on their website, however, as soon as I was activated the connection was awful and continually dropping out, I couldn't even download a movie on Sky TV. I contacted on a number of occasions and was continuously told many days after my complaint that my line speed was fine. But it wasn't!!!!
The there was the issue of my introduction offer, which I never received and following many many attempts to contact to chase up, just gave up in the end :-(
Then as a last ditch, failing to resolve my line speed or even get an acknowledgement of my issue I cancelled my contact (and got charged £111 for the privilege of having very poor to no service) and moved to BT internet.
Since moving it has been trouble free and super fast speed.
My advise is to avoid John Lewis.
A very unhappy customer
- Location
-
- Location
- Ilkeston, Derbys
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-08
- Comments
-
Funnily enough they state when reporting a ‘tech issue’ that they will respond within 24 hours - the ONLY response I have had at all relating to my 5 + emails about the disastrous service was when I gave in and said I was transferring to another supplier. The new supplier prompted an automated email - they had been contacted and I had a severance payment to make. 3 Days later a tech email came through.
I was with Plusnet before and would go back as this JL filtered broadband is THE worst service and supply I have ever known. If only I could get through to question the final bill and atrocious service - but they have beaten me into submission. Anything to get away. So typical of so many companies now. Dreadful.
- Location
-
- Location
- Kirdford
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
-
Absolutely terrible. I had to call them daily to get them to do their job! AVOID AVOID AVOID! It took over 4 weeks to get a new service up and running and that was with me calling them using my mobile to get anything at all sorted. They offered a measly free broadband for one month about £4.50! Constantly told it was all activated and it wasn't. Finally now have my service but will definitely ditch them once the 12 months has runout!
- Location
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- Location
- co durham
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-07
- Comments
-
Switched to John Lewis 6 months ago and had nothing but issues. The speed and reliability of the connection is appalling. Given up on customer service trying to resolve issues. This is without doubt the worst broadband service i have ever had.
- Location
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- Location
- Cambridge
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-10
- Comments
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I imagine that most customers will use this service because they trust the company. Be prepared for a shock. John Lewis do nothing , they put it all through Plusnet who are incompetent . They agreed to install on 25th June but never turned up , so we reset a date for today and again they never turned up . I even had to ring them to chase progress because they are too lazy to ring me even after assuring me that it would get Meg Mackays personal attention because they let me down before.The whole experience is dreadful and it feels like nobody cares at all for the customer. Plusnet pretend to be John Lewis so watch out.
- Location
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- Location
- Rhyl
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-11
- Comments
-
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
- Winchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-22
- Comments
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Signed up 2nd February. Heard nothing. On 15th Feb. I tried to find out what was happening. Email refused (Send but do not receive). Tried calling. Long long queue, and then given the run-around. Realised I had made a bad choice. Gave notice via their 'Ticket' system of cancellation under the Distance Selling regulations. Customer Services refused to accept the notice, saying I had to phone or post a letter. I sent a pdf letter, via the 'Ticket'. No response so far.
I have written separately to Sir Charlie Mayfield, chairman of the JLP. John Lewis is taking reputational damamage by lending their name to PlusNet plc without adequate oversight.
PlusNet is the villain here.
- Location
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- Location
- cheadle cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-21
- Comments
-
avoid avoid avoid, awful customer service, they try to blame you for everything and warn you that BT will charge you for coming out, if you are lucky enough to get through to themm even late at night. Trashing the John Lewis brandname. Avoid avoid avoid!
- Location
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- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-23
- Comments
-
All i want to do is pay my bill but web site is constantly broken they dont take card payments over the phone and if im late with my payment they charge me !!!!!!
- Location
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- Location
- Lymington, Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-07
- Comments
-
This is truly dire customer service. I have obviously made a huge mistake choosing John Lewis Broadband. 16 working days now (22 filull days!) and no phone or broadband/router. Not even a response to my request for information. I wish I’d cancelled within the 14 days. So disappointing.
- Location
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- Location
- Halstead
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-10
- Comments
-
Our download speed is 0.19mbs and frequently disconnects this has been the case for more than 2 months. we have complained frequently to john lewis
(Plusnet) and they have been unable to resolve the problem.The problem continues.Legal action is the next step!
- Location
-
- Location
- FRINGFORD
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-06
- Comments
-
Slow & unreliable from the start- somedays perfectly adequate, the next capricious.
Pus a router that has the range of a thrown tissue.
Complaints are met with the same scripted response "everything fine this end"
JL should hold its head in shame
- Location
-
- Location
- North wales
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-09
- Comments
-
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
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2022-06-09
- Comments
-
always say unfortunately unfortunately, never use the brain to sort out the problem.any one want to sign in the contract for this company then you ready to listen to the word:unfortunately if one day you need help sort out the problem.
Be careful!
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-06
- Comments
-
Dear John Lewis, please separate yourselves from JL Broadband. I'm so sad that you have ruined the good name of your store by associating yourselves with PlusNet. I recently switched to JL Broadband from BT partly because of competitive price but mainly on the basis of the John Lewis brand and an expectation of exceptional customer service. How wrong was I. I urge anyone thinking of switching to JL Broadband to avoid this at all cost. Reasons: complete failure to switch on our broadband service on the first day of the contract (BT had switched it off, so we were without broadband for a few days); failure to send out a router so that it arrived before the switch over date; customer service and technical helpline people who were the most incompetent I have encountered in quite some time (example: when eventually up an running on the internet, the max speed I could get was 0.41mbps, yes, only 0.41. The week before with BT it was 3mbps (not great but very acceptable where I am in Devon (rural). The Technical Support chap I spoke to could only say: "Oh, that's unusual, I don't know what to do about that, yes, really unusual and beyond me". I asked what he would do next and he said "I don't really know, I don't have the ability to resolve this one". I had to really push him to escalate it, and whilst he raised a ticket online, I heard nothing more for a few days so I chased. No one was actioning anything. Instead they managed to lower my speed today to 0.16mbps). I give up - I will now try my best to cancel this onerous 12m contract but having read other reviews I suspect this could be quite a challenge. John Lewis - if anyone from your wonderful organisation is reading this, please remove yourselves from this ridiculous arrangement with PlusNet.
- Location
-
- Location
- Gosport
- Reviewing
- John Lewis Broadband
- Date
- 2023-04-15
- Comments
-
Service was excellent when it was John Lewis and plus net but as soon as b.t took over the service is shocking takes forever to load Facebook and other sites. If I could I would leave but I'm stuck with them until September or pay to get out of the contract. If you try and upgrade your account you are pushed to join b.t. which price wise is extremely expensive.
- Location
-
- Location
- Eastbourne
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-24
- Comments
-
Avoid. It took over a month after the agreed switch date to actually switch. There was no notification that they were going to switch on that day. I was working and suddenly my internet dropped. Poor communication for something which these days should be a standard process.
- 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.
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