806 Customer Reviews over 21 pages
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- Location
- Bath
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-29
- Comments
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If you’re expecting the level of customer service usually associated with John Lewis, think again. The brand reputation was one of the deciding factors in choosing this broadband service but it has been atrocious so far. Encourage you to look elsewhere unless you’re happy to wait forever and experience many bumps in the road which should not even be a consideration.
Come on John Lewis, there are many, many 1 star reviews on here, suggests there’s an issue. Please don’t destroy your lovely brand.
- Location
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- Location
- Bayswater
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-13
- Comments
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This is a Company that is not remotely interested in Customer Service. They emailed me to inform me that my broadband has been connected. After trying unsuccessfully for over 3 hours to set up my broadband I called John Lewis Support who told me that my Broadband is not yet connected and it will be connected any time before midnight. So I asked why this information was not in their email. The reply was ‘everyone complains about that’! So how difficult would it be for John Lewis to add this information to their email? Very easy, but they simply don’t care!
- Location
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- Location
- Bedford
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-26
- Comments
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I wouldn't mind so much if this was a cheap service - but it's not. The webmail regularly crashes for hours and it's got substantially worse since the Autumn. The Customer Service is awful - blames BT a lot doesn't do anything. And the advertising! I feel like complaining directly to the Advertising Standards Authority. If all these suppliers are as bad (beginning to wonder) might as well be with someone cheap and nasty.
- Location
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- Location
- Bedford
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-26
- Comments
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The webmail service is appalling; its rarely functioning and when it is, it is so slow as to be unusable. Some days you can't get into it all. Their technical support is execrable, and aims only to blame your IT system, and their customer service is non existant.
- Location
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- Location
- Bedfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-16
- Comments
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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
- Berkhamsted
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-09
- Comments
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Not a good experience, never got service.
Did my order by phone as web method redirected me to a phone number when ordering the most basic (10Mb) service.
Lost all trace of my order, but had already taken the initial month's payment on a credit card. Then it took a month to get that refunded.
- Location
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- Location
- Berkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-06
- Location
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- Location
- Berkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-07
- Comments
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I can’t comment on the speed and reliability however I can give customer service zero stars. Switched over and 5 days later still no broadband. Customer service unhelpful and then I receive an emailing telling me they are delighted to credit me £2.80 for no service. Wish I had read all the reviews before switching.
- Location
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- Location
- Billingshurst
- Reviewing
- John Lewis Broadband
- Date
- 2022-06-04
- Comments
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Never get the speeds they promised and even after their engineer confirmed the terrible speeds, they still refuse to help. Don't do it. Don't get broadband from an appliance store
- Location
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- Location
- BIRMIGNHAM
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-29
- Comments
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Hello..I have been with JL broadband now since May 17 changing over from sky and I have to say I am really happy with it..being someone who has used the internet since dial up days I knew exactly what I was looking for ..knew of foreseeable problems that could and can occur..The only thing I would say is how I pay for it..I like to know when the payment date is due that I can go online and pay which I can but only on that specific day I would like to be able to pay beforehand if I want to..and my internet not be restricted on the same day that payment is due and the day lasts up to 12.00 midnight..but other than that ..a good service.. :)
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-05
- Comments
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Worst ever.... I have been on phone waiting for their customer service for more than a hour. I chose John Lewis broad band because of their coustomer services in their department stores but I’m quite sure their broadband hasn’t got anything to do with that!
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-08
- Comments
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ABSOLUTELY TERRIBLE SERVICE! Went with JOhn Lewis based on the excellent reviews and "Which?" recommendation. these are unfounded. followed instructions to the letter - instructions say "you may have to wait 15 minutes" been 30 hours now AND STILL NOTHING!! - NO connection, no help from customer services other than "oh it might take a few days maybe we should have sent you an email" this was after having to find bank details to tell them and all sorts of other "security questions" around 20 minutes it took them to tell me it may take a few days . WHY DO THEY NOT TELL YOU THIS IN THE PAPERWORK?? !! NOT IMPRESSED AT ALL. I shall be cancelling and going back to my original broadband supplier. John Lewis = useless. Cant say how fast it is as I have not been able to connect. I will not be recommending them that's for sure
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-08
- Comments
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Being customer for 20 days and was totally disapointed, the customer service is good, nive people kindly speaking and talking about the weather and other things, however didnot signed the contract to chat with them.
- Location
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- Location
- BIRMINGHAM
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-09
- Comments
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complete waste of time. I thought with their name they would provide decent broadband. very slow speed, of at time less than 1mbps and constantly dropping , left me in the lurch after 6 days of trying sort it out. booked an engineer visit and who did not turn up with no explanation. I am moving
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-22
- Comments
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Absolutely awful customer service. My phone line has had problems previously and for the last 5 days I have been unable to contact tech guys regarding same problem . Been left holding on answering service for about 14 hours over the las 4 days. Vunerable 84year old living here who is shielding and the use of a reliable phone is essential. Won’t be renewing my contract and would not recommend company to anyone.
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-14
- Comments
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They pick up the phone when you're placing an order, once you have a problem with it you're placed on indefinite hold till you give up. Beyond ****.
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-15
- Comments
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Don't.
We have been struggling with our JL broadband service from joining. Inconsistent connections and slow speeds are what you eventually are bound to. PLEASE read the Terms and conditions... they DO NOT GUARANTEE WIRELESS CONNECTIVITY. Which basically says it all.
Unfortunately we are going to have to pay for the remainder of our term but are looking to another provider to switch asap. Not worth it.
Disappointed in John Lewis, we joined with good faith in the brand.
- Location
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- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-05
- Comments
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changed over to john Lewis after reading they were best for customer service
this was wrong i did not know it was in fact a front for plus net until after i had it installed
i went for super fast broadband which was far from it
after many dealings with plusnet who could not get me the speeds i thought i would be getting i wanted to leave i was then told if i left i would have to pay till my contract expired
so i am in effect paying for a worse service i have everything documented and at the end of my contract i shall take out a summons in the small claims court against John lewis
- Location
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- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-31
- Comments
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thought i had got broadband from John Lewis but it is Plus net
We have had nothing but problems since switching over to John Lewis broadband I have contacted them for the last six weeks I have left messages on there open queries page Up to then I was dealing with the same chap but now he has failed to respond for over twelve days , that was when he made this statement to me, because I was saying I was going to cancel my contract as I am dissatisfied with the broadband speeds.
Obviously, you are well within your rights to cancel at any point but cancellation charges would apply, even if it is found to be something that was on the network and not your responsibility. However, I understand that if this is fixed then cancellation no longer needs to be an option anyway.
This really upset me for how could anyone be responsible for something that was not my responsibility.
I contacted John Lewis customer service about this offensive statement but they referred me back to John Lewis broadband but despite putting it on your Queries page once again no one has responded.
It seems I am being passed from one department to another within John Lewis.
We have had two workmen here from open reach sent by them and they can find nothing wrong with our equipment so the fault must be on the line or at the exchange.
I have been doing regular speed tests and at times this well below what was expected at times the Broadband service is idle
- Location
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- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-28
- Comments
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i would not advise to get this wifi brand, the signal strength doesn’t go far and barely connects to any devices. I have a breakdown at least a million times a day because of the WiFi. My 4g works better and if I could I would rate this wifi 0 stars because it is very tragic and i really do not advise you to get it.
- Location
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- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-28
- Comments
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Since receiving my awful John Lewis wifi I have had the worst signal, the worst connection and overall the absolute worst time. I would rather not own a phone than deal with the stress this WiFi gives me. I would never wish this on my worst enemy, that’s how bad it is. Me and my three kids have not been able to watch the new croods movie which is devastating to the family. I hope whoever created this wifi is having a great time lavishing in our wasted money, period
- Location
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- Location
- bolton
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-30
- Comments
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Applied online to change from BT early Dec for 4 jan switchover After initial sign up and payment, heard nothing. Been on phone and email most days of this week as no router sent. Their system poor and my order was causing tech problems in provisioning dept. Still no sign of switchover date and router arrived today. NOT happy and back to BT as no time to shop around for switch over and bothered by unreliable serviceonly providers. John Lewis systems that issue contracts, take payment and shut down accounts are working just fine.
- Location
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- Location
- Bonnie Galloway
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-15
- Comments
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Only been with them for 2 weeks. More often than not the computer cannot'see' the router, and when it does see it, it often can't connect.
Helpline constantly not available.
A borrowed router solved the connection problem.
I've sent 3 complaints online, and not had a reply yet.
Abysmal service.
I wish I had read this page before signing up.
- Location
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- Location
- Borders
- Reviewing
- John Lewis Broadband
- Date
- 2014-01-18
- Comments
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It took nearly a month to get everything working, they just don't seem to know what they are doing half the time. Poor service and even a bad attitude at times.I will be switching at the first opportunity.
This is NOT the standard you would expect of John Lewis
- Location
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- Location
- bournemouth
- Reviewing
- John Lewis Broadband
- Date
- 2012-09-14
- Comments
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okay but overcharged me for FIFTH month running and they're just not bothered!!!
- Location
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- Location
- bournemouth
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-30
- Comments
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Very poor installation service and customer service to resolve the issues, not what I expected from JL. Phone wait times are over 40 minds every day for tech support, they don't have enough engineers and are backlogged.
- Location
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- Location
- Brackley
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-22
- Comments
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If there was a no star option, I would give that! Basil Fawlty style customer service - they blocked me changing provider 3 times and when I queried it, was told that someone must really hate me!! I realise this is plusnet, but John Lewis ought to team up with a better partner. Just awful, AVOID!!!
- 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
- Braintree Essex
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-12
- Comments
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After an initial hiccup seems due to a high demand was passed through a number of different departments having to give security details each time, hence the 3 stars. However when I was through to the correct department the operator at the other end stayed with me until everything was up and running. Brilliant service really impressed.
- Location
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- Location
- Brekshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-28
- Comments
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First day of use absolute disaster. Automatic set up didn’t work and told to use Android phone or windows. We do not have either of these using iPhone and Apple software. Was told to download Firefox that didn’t work either. Have cancelled and will return to BT. JL has promised our deposit back. Watch this space
- Location
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- Location
- Bridlington
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-13
- Comments
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I have been with John Lewis broadband for 8 months now, in which time we've had several problems with the connection speed and reliability. When calling to discuss, customer service has been relatively bad and not offered satisfactory answers.
After 8 months, they decided to put the price up, despite still offering the original price to new customers. Luckily this meant there was a window to leave without paying the early termination fee!
I shall not be recommending this service or using it again myself in the future. It's a shame that the John Lewis brand has been stuck on this poor quality service.
- 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
- Brighton
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-19
- Comments
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Avoid! Unable to answer any questions, waiting on BT constantly for answers! John Lewis is plusnet who use bt! Just use BT, so much easier.
- Location
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- Location
- Brighton
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-19
- Comments
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DON’T BUY JOHN LEWIS BROADBAND!!!!
It’s shockingly bad. Bad customer service, dreadful connection speeds. Their website doesn’t work which means I struggle every month to pay the bill. The bill goes up in price every month. We we’re promised a minimum of 60mbs but are lucky if we hit 20. It’s unreliable. Don’t waste your money. Will never go back to this service.
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-02
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-27
- Comments
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I wouldn’t recommend this service constant connection problems very unreliable connection when streaming videos. Customer service staff seem clueless! I was with BT before I joined in August 2017 which was good but more expensive. However I regret leaving and will not be renewing my contract I also can’t wait to leave.
- Location
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- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2022-08-22
- Comments
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I wish i has seen the reviews . How can John Lewis trash their brand with this service. Customer Service is appalling , nothing works not even the website
Still within 14 days - think i will cancel
- Location
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- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-14
- Comments
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Just horrendous! Constantly dropping connection - drops out roughly 8 to 15 times per day and is dropped for about 5 to 10 minutes at a time. Have tried calling customer service but there is NOONE THERE!! Phone just goes to hold then eventually times out and drops the call. They are of course still collecting payments so their billing system is obviously working fine. STAY AWAY FROM THIS COMPANY - DO NOT SIGN UP WITH THEM.
- Location
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- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-15
- Comments
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Changed over to JL broadband yesterday and unable to get connected, customer service told me an engineer would ring in 72 hours! I need to work from home and obviously I can’t use a cafe. 25 minute wait to get through to an advisor. Massively regret making the switch
- Location
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- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-29
- Comments
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Really abysmal and ineffectual customer service.
When I tried to switch to JLBB broadband and telephone and they were unable to take over the phone line they refused to cancel the contract. This resulted in me being without a phone line for 5 days and broadband for 13 days, and I am still trying to recover my deposit of £11.50 almost 8 weeks later. I was put on hold for lengthy periods up to 30 minutes whenever I phone their customer services to sort out the problem. Their answer was always to transfer me to another department. I am continuing to pursue my refund and request for compensation.
- 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.