806 Customer Reviews over 21 pages
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- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-06
- Comments
-
Moved from BT but so sorry now.
Always dropping so quite useless for TV streaming.
Stay well away
- Location
-
- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-29
- Comments
-
We moved from TalkTalk to JL. At first, excellent service. However, when signed up for 12 months we experienced connections dropped several times a day. We also requested help getting rid of TalkTalk but this was refused on 'customer identity protection
' grounds! Give me strength!
- Location
-
- Location
- cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-18
- Comments
-
awful just awful
They just want to get you off the phone .They don't solve the problems they provide stock answers when that is often not needed .speed ( actually using the word speed is a misuse of the word) of 0.35MB yand no I haven't put the point in the wrong place!
- Location
-
- 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
-
- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
-
John Lewis Brodaband has become impossibly bad. I've been with them for many years (initially as Waitrose)
Now problems with direct debit (no problem at my bank), support don't reply to queries and telephone support always has at least 20 minutes wait.
Currently I'm transferring my emails to another provider so I can move ISP.
I would recommend not touching them.
- Location
-
- Location
- CHESSINGTON
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-25
- Comments
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Never knowingly undersold? Well, they have now. Since price increase and unlimited broadband use the service has rapidly become slower. long wait to call centre. I believe Plusnet's servers are overloaded. Broadband is acceptable but web-mail is absolutely hopeless. For five tears or so it was always ok.
- Location
-
- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-20
- Location
-
- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-07
- Comments
-
Don't join John Lewis broadband been with them for 8 months and have yet to be billed after30_40 calls and e mails they just keep saying we are working on it,but after8 months no fix ,not a good company.
- 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
- 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
-
- Location
- Chester or street
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-11
- Comments
-
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
-
- Location
- Chichester
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-16
- Comments
-
Two weeks in and I am really happy to have changed to JL from talktalk. As far as reliability is concerned, I see no difference and I am happy that it meets my needs.
Customer service is 100% better, I did need to contact them on the day I changed over and the problem was solved straight away by a very courteous young man. The change over was smooth ad clear, everything happened as they said it would.
I have only one complaint and that is the little booklet that came with the modem could have been better. I could see they had tried to make it straight forward but I think the problem is instruction books are written by people who wholly understand the product. It would be such a simple thing to do if they ran them past the sort of people who might have a problem. Quite inexcusable though, was the picture of putting the plug together, it was back to front! Having said that, I always seem to have a gripe with instruction manuals and if I wasn't retired would consider making it my job to put them all to rights!!
- Location
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- Location
- Chichester
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
-
Very disappointing. Kept adding extra items we had not ordered to DD payments, took ages to request refunds. The last one they said would be paid by cheque which never arrived. Decided to cancel and did so at end of contract. They now claiming cancellation charge. Finally the 0800 tel no on the emails and texts they keep sending to contact is incorrect 0800 013 263.
- Location
-
- Location
- Chorley
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-05
- Comments
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Ordered John Lewis broadband, received package but broadband was not on. I rang up and they said it may take upto a week. I was abit disappointed and read all the bad reviews on here but was surprised the broadband came on a few days later. Its faster and more reliable than now broadband. I think if you have had bt broadband before John lewis broadband will work aswell. Have given 4 stars all round.
- Location
-
- 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
-
- Location
- Coalville
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-28
- Comments
-
Worst provider I have ever had. Cant wait for my contract to end.Super slow speed, frequent crashes and all I get from customer service is "speed as advertised".Add one more device and everything is even worse. Would never recommend.
- Location
-
- Location
- Colosseum Rome
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-11
- Comments
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Brilliant, even with poor speeds and old line, 60+ years old apparently.
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-21
- Comments
-
Within a week of being connected with John Lewis Broadband, the connection started dropping out randomly. This is a particular problem as we are a household of NHS workers and rely on home broadband when working from home to try and reduce the risks of catching Covid from hospital workplaces. The intermittent internet dropout is interfering with our patient care.
I rang John Lewis technical support the first day of the problem. I waited 25 minutes to get through and after a few minutes on the phone they cut me off. No attempt to call me back so I had to call again waiting 25 minutes again. The second call operative sounded disinterested and said their systems were down so he couldn't test my broadband connection so he would have to get someone to call me back. That was 8 days ago and I've had no contact from any John Lewis worker since. On a couple of occasions I've waited half an hour to get through but was still on hold so had to put down the phone as I couldn't wait any longer. When I first rang them they sent me emails saying I can respond through their website by leaving query messages. I've left a query message every day since, and they've not responded to any of them. Their website says they respond to messages within 24 hours. This is a lie.
Their website says that you can get through to them on 08000223300 24 hours a day, 7 days a week. This is also a lie. I've tried to get through this evening and tried all 5 options on their automated menu system and they all say they're closed. You cannot get to speak to anyone.
On their website it says you can use their online 'contact us' to submit a complaint. This is also a lie. Trying to log in on that website comes up with an error message saying "This page isn't working because portal.johnlewisbroadband.com redirected you too many times". I've tried on two tablets, my wife's phone and my phone, all of which come up with the same error message. Now the online query system has also stopped working so I can't send them any more messages.
So after two weeks of being treated like dirt by this company, who are making themselves as hard as possible to contact, I would say avoid John Lewis Broadband like the plague. I wish I had never switched to them.
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-19
- Comments
-
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
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2014-09-19
- Comments
-
Started ok, but after a line fault it took over 8 weeks to sort out, mainly down to customer service not being able to do anything other than what their computer screen said. As this service is run by plusnet, i'd stay clear of both.
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2022-02-02
- Comments
-
Do not bother! As other reviewers have mentioned the speed is absolutely awful, despite several calls and weeks of trying to get this resolved I have now given up. This is giving John Lewis itself a bad name
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-04
- Comments
-
We don't have the broadband yet so I can't rate the speed and reliability, although if it's anything like the customer service I'm already regretting it. It's been 6 weeks since we placed the order and still no broadband. The box arrived after perpetual chasing then silence. After further waiting we were told our order had been put on hold. ??? We are racking up huge bills purchasing additional data, paying for online subscriptions we can't use and are now been fobbed off that we need to wait another 10days. This surely is not John Lewis but an imposter in disguise. Sort it out John Lewis as this is tainting your reputation.
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2022-01-25
- Comments
-
You do not get the service you pay for and they are not interested in helping put it right. Our home is capable of getting wifi throughout the whole house, unfortunately john Lewis only provided for our living room and even then the speed was so poor.
I can't emphasize enough, save yourself the headache and the cash, go elsewhere for your wifi. They just don't provide it and the customer service is shockingly bad and they blatantly lie to you. I wish I could give 0 stars.
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-13
- Comments
-
Absolutely useless. Thought I was signing up to a company with a good customer service. Instead its Plusnet with a different name but with all of their dreadful service. They care nothing about the customer, do everything wrong (eg try to sign me up a week before I move, connect to the wrong property and so on). Plusnet, TalkTalk and John Lewis Broadband are all terrible: pick one of the smaller suppliers if possible (sadly they don't cover this location).
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-30
- Comments
-
Had a few issues with my service from John Lewis broadband which took loads of calls and emails to sort, all of them from me as they seem incapable of contacting you back. Now that i have left they are still trying to take money from my account and emails asking for payment for a service they have stopped providing. Case has been open for 2 weeks with just comments and calls from myself. How they can call themselves John Lewis broadband is a joke, million miles away from the service you receive from the retail stores. Will never buy goods or services from them again because of this experience.
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2019-06-19
- Comments
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Don't touch them !!
Customer and Technical support is rubbish.
Just had a bill for £128 for a service which hasn't worked for 8 months and they are surprised I'm moving to a different supplier and hope I will change my mind. They wish !!
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2021-07-09
- Comments
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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
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
-
Avoid. Complete and utter expensive waste of time.. 3 months since asking for change to service, Lots of excuses no action. 40 Minute hold today in order to get through a cancellation. For what was promised a ten day changeover means we have been running with our existing supplier for an extra 3 months.
- Location
-
- Location
- Coventry
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-04
- Location
-
- Location
- Coxley
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-09
- Comments
-
fairly reliable but slow
- Location
-
- Location
- Crawley
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-08
- Comments
-
Six weeks without reliable telephone or internet over Christmas 2017, repeatedly told no fault snowing, had to wait for a BT openreach engineer. After using my mobile to call both JL broadby and BT and arranging appointments directly with the engineer myself I once again had internet. This week the problems begin again, this time I'm told again that the system isn't showing a problem (just like last time) and if it's the router I can buy another one.
Dont waste your time or money, I would not recommend this company if my life depended on it.
- Location
-
- Location
- Crosskeys, Wales
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-26
- Comments
-
JohnLewis botched the transfer from Sky which meant I spent 3 weeks with no phone or internet access whatsoever. When it finally got up and running there was no apology or any attempt at compensation. For most of my year with them, the service was acceptable until a month ago when my speed dropped from 6Mbps to 2 and has been pretty much unusable ever since. I logged a service call and got an automatic email saying someone would be in touch in 24 hours. A week later and I'm still waiting. Currently waiting to transfer to BT
- Location
-
- Location
- Crowborough
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-27
- Comments
-
Quite an unbelievably bad service all round. Shocking broadband connection. Appalling and aggressive customer service. Incompetent resolutions team. Still sending threatening debt recovery letters (latest one for £3) despite having had the case ‘closed’. Our household, family and friends will never shop with John Lewis again because of this.
- Location
-
- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-19
- Comments
-
I have been a very loyal John Lewis customer for decades so when we moved into a new house three years ago I signed up with JL phone & broadband. The basic broadband was ok but not brilliant so in January this year I changed to fibre broadband. Regular dropouts, slow, hours on the phone, going through pointless routines. OpenReach sent out to have a look - engineer said there was no problem with the supply but that the suppliers systems seemed to repeatedly flip out the username & password in the router back to factory settings. Frontline people on the helpline can only follow a script, which refers only to an immediate issue. When I asked to speak to a manager he said he wasn’t technical so couldn’t discuss the problem. In fact he said as far as they were concerned there was no problem. All deeply frustrating. I am in the process of changing to Zen - and John Lewis are trying to slap a cancellation charge of around £100 on me for withdrawing from the contract. Unbelievable. I have taken legal advice from Which Legal to challenge this. What a thoroughly inept and unprofessional shower.
- Location
-
- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-14
- Comments
-
Absolute CRAP - “we have monitored your cinnection and everything is OK...” Then why can we not have a consistent connection! We are “off-line” most days now - John Lewis we expect better from you... This is the worst internet provider on the planet. The sooner my Contract is up the better.
- Location
-
- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-28
- Comments
-
Diabolical
Cancelled after a week. No idea of speeds or reliability as we never got connected to broadband. Received two routers still nothing. Surely John Lewis can't continue to distance themselves from this fiasco
- Location
-
- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-22
- Comments
-
Offers a lot - it is very poor on delivery - poor on Customer Service - this week I have had no response to queries or complaints - service calls are ALWAYS experiencing high call volumes.
Service depends on who you get on service support..
JLB upgraded their server and we lost broadband for two days - WiFi keeps dropping and now we have no wifi printer connection.
I wish I had not joined John Lewis Broadband.
- Location
-
- Location
- Darlington
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-10
- Comments
-
Didn't even get the internet in and we had so many problems with them by cancelling the order waited for it for 2weeks and the router didn't come on the date it was meant to do contacted they told us that it's on its way rang again and the order wasn't even placed we paid the fees to get it set us as well and all they could say was they have to place the order again and wait another two weeks waste of time wouldn't go for these providers they are nothing but time wasters
- Location
-
- Location
- Decon
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-05
- Comments
-
if you are using an ISP than used openreach, there won't be much of difference in performance
what set them apart is the quality of the router and their customer service.
unfortunatly for john lewis though their customer service is very good (should be after all they are using plus net staff) their router is next to useless.
unless you are using a wired connection and even then only got once device connected you will have problems.
broadband works fine if you use a decent router either directy or connect wire device to their router.
having tried a few routers (have a box full from over years) you can get better performance with a bargin basement router from likes of amazon then with the provided john lew router
- Location
-
- Location
- Derby
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-30
- Comments
-
Having read the reviews i was concerned movind to JL/Plus net, however, my change from BT to JL, was without any problems, emails + TXT were sent on the day of changeover confirming it all. i received a mail at 3am for the phone line , and without internet for aprox 2 hours during the change. its was a shame that BT would not move on the extortionate price i was paying and now have the same speed with unlimited download, the same upload (78/20) and a fixed ip that BT cound not offer. great stuff JL keep it up *****
- 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.