806 Customer Reviews over 21 pages
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-16
- Comments
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John Lewis have hit rock bottom. Migration from old provider (wish I never moved) seems to be run by a well meaning bodger in his leaky shed. Nothing happens unless you chase it up. Call centre staff trained extremely badly, limited knowledge of what is happenning and different stories delpending on who you speak to.
- Location
-
- Location
- Slough
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-13
- Comments
-
I have been a John Lewis broadband customer for 3 months now and have already started thinking to quit. Problem started since the the order of the service where it took 14 days to activate the service. Since then there is no ending of the problems with the internet speed. I have 17Mbps plan and have been living with the speed from 0Mbps to 5 Mbps with continuously erratic speed of internet. Raised complaint and called customer care multiple times but the issue remains same. Reaching out the customer care service is a pain. There are different teams/departments within John Lewis who seems to be totally disconnected. One agent does not have any idea what has been done by other. When called the customer service and discussed the speed issue, first of all the agent was not at all agreed that there is a problem with the internet speed. After a while, after talking over the phone and troubleshooting, finally they agreed that there is a fault from there side. Since, then the speed seems to be erratic and inconsistent. I am loosing the hope now and thinking to come out of the contract based on the pathetic product and customer service i have received so far. A huge disappointment on the product provided by the brand name like John Lewis.
- Location
-
- Location
- Slough
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-24
- Comments
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Stay away from JLB. I have been struggling with their service since i joined in March 2018. Inconsistent speed issue has been there since then and no one bother to resolve the issue. I raised so many queries but no concrete results.
There is so much of disconnect within the JLB team that one does not know what was done by another. Also, their portal has not been working since more than a month and I am not able to make the payment as i am not able to login the my account. Call wait time is > 30 mins which is pathetic. No call back system, no online chat system. Absolutely pathetic infrastructure and worse customer service I have ever had in my entire life.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-07
- Comments
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Moved from Plusnet to John Lewis (uses Plusnet network), no child safeguard from ISP as with Plusnet so you will have to set up separate app on all home devices. Can't change call features at the moment as something is stuck in the system 3 weeks after switchover. Order was originally cancelled but no-one knew why. Phone and broadband moved late days apart and only after I called to check progress. Assume network is run by one man and his dog in a shed.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-27
- Comments
-
Shambolic. Initially told old number would be automatically switched. On switchover day the number had been changed and had to request old number, first told it would be 24hrs then emailed saying it would be 2 weeks !
- Location
-
- Location
- Ascot
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-29
- Comments
-
Please do not bother
This is the worse broadband I have ever used. It does not work in the morning or evening drop during the day and the Customer service advice is to disconnect and connect again ( which if you wish to use it need to happen 20 times a day) Please AVOID!I wouldn't pay £1.00 for this service
- Location
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-17
- Comments
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Rubbish website, forget about logging a problem, you can't. If there is an option, it is so well hidden you can't find it. You keep being sent around in loops. And unreliable incompetent employees. They make many mistakes so if you join JL Broadband (really Plusnet / BT, that explains it all), be prepared to be frustrated.
- Location
-
- Location
- Liss
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-11
- Comments
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I made the switch a couple of weeks ago as BT so expensive now. Seamless transition despite a problem with BT having my postcode wrong which delayed JL picking up my account. Phoned the JL hotline about 4 times to check that BT was sorting things out and every time the call was answered promptly and by knowledgeable staff. After trying to do a deal with BT to improve their pricing they finally matched the JL deal a couple of days before my transfer, but I’m glad I told them to get lost as I’ve doubled my download and upload speed and the new router does not need rebooting every few days, which the BT one did. Very Happy. New Router worked as soon as JL sent email to say it was ready.
- Location
-
- Location
- Swansea
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-08
- Comments
-
Ordered Superfast Fibre Broadband from John Lewis Broadband .I never received the router etc checked with them to ensure they were still able to provide the Service,they assured me they could and were waiting confirmation from their suppliers (Openreach Arghhhh!).I assumed they had extended the swap over date but no 1st June no phone or Broadband.My previous supplier stated they had failed to comply with the process .They failed to apply for a new phone line or arrange for the Fibre Broadband.I now have no phone line or internet access .John Lewis need to distance themselves from Plusnet who run this for them as it will damage the brand.Awful service does not describe them.
- Location
-
- Location
- Southampton
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-11
- Comments
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I wish that I'd read this site before signing up to JL Broadband....like others I followed the "Which?" guide about JL...not reliable advice at all, very unusually for "Which"? From wrongly quoted packages/ speeds/ failure to provide the agreed email address/ broken promises/ long waits for customer service/ to my password not working (twice) I'd give John Lewis Broadband "no stars" for satisfaction if I could. Hugely disappointing; I was quite wrong to assume that the excellent reputation of JL would apply to their broadband service...to be avoided unless you enjoy being continually disappointed.
- Location
-
- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-03
- Comments
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We closed our account as we were moving. However before that we rang several times to make sure we could continue with our webmail. On each occasion we were reassured we could. Today, with the account closed we have no webmail and told they cant provide this service.So we have lost everything, thanks JL for nothing.
- Location
-
- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-19
- Location
-
- Location
- Cardiff
- Reviewing
- John Lewis Broadband
- Date
- 2019-02-26
- Location
-
- Location
- Doncaster
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-02
- Comments
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I have just moved to a new supplier after a one year contract with John Lewis was over. I couldn't wait to leave.
From the outset, they botched the transfer when I first joined, leaving me without internet. The claimed superfast broadband was woeful - slow, unreliable and expensive. Despite several online customer support requests, they just did not help or appear remotely interested. After telephoning to inform them I would be leaving and now being with a new supplier, they have just sent me another bill - two hours on the phone to them yesterday to try and sort it out and it’s still not resolved - utterly incompetent. They do not reflect the good name that John Lewis, the retailer, has. This is Plusnet in all but name. I would not recommend John Lewis broadband at all and I’m glad to see the back of them.
- Location
-
- 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
- Leicester
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-28
- Comments
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Absolute disaster thought I was going with a John Lewis product but turns out that John Lewis Broadband is a seperate company and what's worse JL don't care if they give poor service and turn a blind eye. It is impossible to escalate a complaint. So far we have been cut off, missed appointments, super slow fibre and a faulty phone line which I feel will never be resolved. The icing on the cake is that one of the engineers broke my front door. John Lewis and JLB say it's nothing to do with them so we have now got to deal with BT who frankly could care less. I feel that the hole thing is a breach of trade descriptions by John Lewis.
- Location
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- Location
- Faversham
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-19
- Comments
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Nothing wrong with the Broadband supplied ! Its pretty good. But they encourage you to contact them by online Query form , that says they will reply in 24 hours , But they don't , 5 days and counting !
- Location
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- Location
- Stamdfor Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-27
- Comments
-
John Lewis Customer Service????? Clearly this doesn't apply to their Broadband. I had a problem with my Broadband Service continually dropping the connection (this is after being with JL for 3 Months). I informed technical help that it was a Router Issue. I was told I needed to agree to an Engineers Visit at £65.00, this I reluctantly did. Engineer arrived checked line etc and told me it was a Router problem. A new Router was sent to me. I have now been presented with a bill for the Engineer's visit despite being continually reassured that this would not happen. I rang today to be told you have to pay for the visit and we will credit the charge back to your account. #2monthsbeforeican leavethesecowboys
- Location
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- Location
- Walton-on-Thames
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-08
- Comments
-
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
-
- Location
- suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-13
- Comments
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I wish I had checked the reviews before signing up, I foolishly went on the name. the service is appalling I finally got my broadband after 6 days of phoning and being on hold, two open reach visits which never happened and they have offered to refund the weeks broadband I didnt have as a gesture of goodwill, beyond amusing AVOID AT ALL COSTS.
- Location
-
- Location
- Droitwich
- Reviewing
- John Lewis Broadband
- Date
- 2015-04-30
- Comments
-
We thought we might be taking a chance having read all the reviews on here about John Lewis Broadband.
But, as it turns out, everything is up and running exactly as it should be and have had no problems with customer service. It is easy use the online support, and they do get back to you. Honestly! I'd recommend them. And at a very fair price for rural areas with everyone paying the same.
I have the Standard 20gb, and Anytime phone package
- 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
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2013-12-09
- Comments
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Terrible customer service ordered fibre no engineer turned up wasted a whole day of work no one informed me then changed to adsl with them and my adsl router has not arrived although promised for today. False promises and hopes from the beginning would not recommend at all and now just waiting for my contract to finish john lewis broadand gives the company a bad name. Their staff are rude also!! They have not resolved my issue or even compensated me although i made my complaint over a month ago not worthy of your money at all.
- 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
- Northumberland
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-09
- Comments
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Only give it 1 star as I couldn’t give any less. Moved house and had to change supplier to get fast broadband, what a joke. Telephone line connected immediately which is required for internet connection. Almost 3 weeks have passed with various messages being sent back and forwards and I am still waiting. After a stressful house move this is not acceptable. I have used John Lewis services for years and had excellent customer service, what has happened! Will change as soon as I can.
- Location
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- Location
- Macclesfield
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-19
- Comments
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Absolutely awful. Since November I've had to call them a couple of times a month, now evey week almost. The internet goes down daily. We've had a router change and two engineer visits, no communication on the problem other than 'It's fixed'when it clearly isn't. The worst service and product. Highly frustrating especially when I work from home once a week. The tech centre know as much about it as I do (very little). Wer3 changing providers asap
- Location
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- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-23
- Comments
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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
- 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
- bridlington
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-20
- Comments
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Dreadful, would not work until engineer came out. Kept saying nothing wrong promised to refund for period I could not use still haven't. Would not let me cancel even though they still had no provided broadband because I was out of the 14days. Internet does not work most of the time when it does so slow I cannot watch videos or listen to music. Support non existent, can't wait to be out of contract and then I'm off.
- Location
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- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-05
- Comments
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Broadband was okay sometimes slow at odd times during the day. The worst part of my experience with John Lewis broadband was the set up and termination. The setup took over a month!! They would book someone in to set up the broadband and then this would be cancelled a few days later and prosponed to the following week. This happened twice! It was so inconvenient as they gave very little notice to the cancellation (I booked days off work as I had to be home for the setup. When they cancelled I lost out on holiday!!!! Very frustrating) The broadband was okay once up and running but sometimes it could be slow during random times of the day/ evening for no reason. The worst experience I had with them was when I tried to terminate my contract. I had left the country and was not able to make phone calls so I sent a message through the portal. The response I received was unhelpful to say the least... I don’t even think they had read the message I had sent! When I call up instead however, they were rude and uncooperative. I was expecting to be charged as I was leaving early but the service I received was some of the worst customer service I have ever experienced. I will never choose this provider again!!!!
- Location
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- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-05
- Comments
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A brilliant company to deal with, cannot praise them highly enough. Competitive pricing and great communication.
Not like me, but I will not be shopping around for a bargain this time, John Lewis have been so good that I'm going to stay with them for at least another year.
5 * Service, thanks John Lewis!
- Location
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- Location
- Stockport
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-04
- Comments
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What a waste of time this is, terrible connection that drops as and when it wishes, unstable internet when its 'working' no facility for changing direct debit date, tell you to pay manually by card but then completely cut access to your online account as soon as the day arrives! absolutely shocking service... AVOID!!!
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-23
- Comments
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This review relates to my sjohnlewis (waitrose) email account. it used to be excellent - now total waste of time. Totally unimpressed. From reviews here and on Trustpilot it appears that I am not alone.I would not want to even award 1 star
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-25
- Comments
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Moved home and everything from then on went wrong with our phone and broadband account. Was text to say our account was broken and they couldn't bill us, their mistake, we're told need to set it all up again, bank details etc. Had to have change of phone number. I agreed to do new account on line they then made another error and inadvertently cancelled our broadband service on the new account. We were without broadband for 3 days. Told to sort out problem, reinstate everything, we would have to set up another new account! Forget it, it's been an absolute nightmare and overall stressful experience, all errors on their part the cause of it. I would not recommend this company at all.
- Location
-
- Location
- Chester or street
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-11
- Comments
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Would give zero stars if possible. Total fiasco from start to finish. John Lewis needs to sever links with this company. I had to involve the ombudsman at one point who ruled in my favour after I had not had a bill for months. All customer service could say was put the money aside. Decided to leave when the charges went up and even though they stated no exit fee if I gave 14days notice they tried to charge me. They also cut my broadband off the very next day and would not turn it back on. I was without the internet for 2 weeks until the new provider took over. They actually owe me but I can probably kiss that goodbye. Never again.
- 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
- norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-24
- Comments
-
Not at all the service expected from the reputation of John Lewis. I have cancelled set up of contract as they were unable to provide a service, unable to respond to communication within 24hours as stated and responses when finally received were inadequate. John Lewis currently promoting deals they can not cope with. Avoid!
- Location
-
- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-03
- Comments
-
We have been with John Lewis for 12 months without a problem. Leaving them for another supplier is a different matter. We received an email saying that our account would be closed without any cancellation fees being payable. That we thought was that done. WRONG. We have numerous demands for payments and threats to restrict our services, which John Lewis do not even supply. At the moment we are trying to retrieve nearly 100 pounds,erroneously taken from our account since our cancellation. We have had no help from them at all,just plenty of promises but no results. It seems ludicrous that a branch of John Lewis should be in such chaos. Stay clear.
- Location
-
- Location
- Romford
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-07
- Comments
-
Truly, a terrible service. Support staff are pleasant, but have no answer to continual service failures, and download speeds constantly below 2.0 Lowest speed recorded 0.29 And this in Greater London. During previous failures, they had me co-operating in various on-site tests, without finding any fault. Now they want to do it again. I'm on the brink of simply cancelling my direct debit, in effect challenging them sue me in the county court. I'll be good and ready.
- Location
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- Location
- Hemel Hempstead Herts
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-07
- Comments
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John Lewis broadband has poached myself and others because of their reliable good name how wrong can one be they have conned all of us. The broard band is dead slow, cannot load BBC iPlayer 90% of the time have reported it many times only been threatened with an expensive fine if I cancel contract. Not fit for purpose John Lewis name gone down the pan. Anthony Thomas.
- Location
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