806 Customer Reviews over 21 pages
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- Location
- South
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-02
- Comments
-
A neighbour who likes the "john Lewis" brand asked
me to help them transfer from Plusnet to John-Lewis. Of-course, these are the same networks, and in fact the only difference appears to be the fronting web page(s). After 1 month on the "all calls included" package a bot at 2am one morning (or some backend piece of junk automation) switched them OFF this package; the neighbour - not a
regular user of the Internet - didn't realise, until they were cut off one weekend. On ringing CS they were informed that 2 months of call
credit has been exceeded (2 x £50 +VAT) and that this would have to be paid for the line to be re-enabled. Things went downhill from there until I wrote a LETTER explaining what had happened and got a reply saying that "a system had not correctly migrated the person's account from PN to
JN"; lots of apologies (no compensation); I guess not many people move from PN to JL.
- Location
-
- Location
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-06
- Comments
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I moved to John Lewis broadband from Plusnet to take advantage of their first year discount. They transferred me three weeks before the agreed date, (and before my Plusnet contract had ended), and have double charge me for my first month. I have tried to contact them using their website for over a week ( as I didn't want to wait half an hour on the phone) and despite claiming a 24 hour response time have received none. I even logged a complaint about poor service and have received no reply. Like other users, I am amazed that John Lewis have compromised their brand name with such poor quality service.
- Location
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- Location
- 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
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- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-16
- Comments
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Email: about to abandon long-cherished @waitrose for following reasons:-
Have to say there is a sickening sense of recognition, reading the reviews: email today, as Sunday: 'Service Unavailable'.
Leading up to this, loading email increasingly sensitive (if I move onto other window, it 'times out' out of pique!). Deleting one item at a time is incredibly time-consuming; worse, is accessing older pages - which I have painstakingly cleaned of any mails over 50kb - times out, dawdles, has to be refreshed.
The whole system is plainly overstretched and breaking.
- Location
-
- Location
- Coxley
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-09
- Comments
-
fairly reliable but slow
- Location
-
- Location
- Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-04
- Comments
-
Email has got worse you only have 100mb of space on their server which means if a couple of people send you some photos it gets filled and your emails are bounced back. They refuse to increase the space available and recently their customer service has got worse and slower, still waiting for someone to ring me back to discuss the issues. Cheaper doesn't mean as good so I will have to go back to BT as Plusnet provide the JL service.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-03
- Comments
-
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
-
- Location
- Ottery st Mary
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-24
- Comments
-
John Lewis says it cannot take payment from my direct debit from which they have been taking payment for ages! My bank confirms that the direct debit is active and that there are no problems on my account. John Lewis say “ pay within 14 days or else!” They will not accept an email from me and whe I finally got through on the phone after 15 minutes of music the said they would take paynent over the phone. But when they tried they said that they can’t because nothing is owing! Offered to transfer me to accounts, but there was a 25 minutes waiting time! Service? Here is an IT service that can’t even sort themselves out. They know that I will have to put up with it because I don’ want to change my email address.
- Location
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- Location
- Builth Wells
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-25
- Comments
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So disappointed, customer support seem to be trying, 9 queries logged now, no action taken, their website is not fit for purpose, only shows grey page when looking for itemised landline calls, they have to send me hard copy of same before I'm prepared to pay them, cancelled my 12 month contract with them(what a performance!),so disappointed.
- Location
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- Location
- Machynlleth
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-22
- Comments
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the speed and reliability is as good as anyone elses here. I went with john Lewis because they were the only provider who didn't charge a premium for providing a second class service to a rural area then 3 months in the price went up. Won't be remewing the contract for that alone. There were also problems with the initial installation, which to their credit they did solve promptly.
- Location
-
- Location
- West Malling
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-06
- Comments
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Anybody else annoyed at the fact that there is now no way of printing out a COMPLETE detailed telephone bill, such as via a pdf? I have been told by Service Dept that I have to print a summary via Firefox and then do a print screen of each separate page of an Excel spreadsheet in order to get the complete bill. TOTALLY UNACCEPTABLE!!
- Location
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- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-29
- Comments
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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
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- Location
- burnham market norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-30
- Comments
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They keep writing threatening to charge me because i have exceeded their credit limit of £50, they are treating me more like a delinquent teenager who is over his overdraft limit at Barclays than a retiree who gets really peed off when threatened by a supplier.
No amount of calls to them have made any progress, so its off to Sky next month.
- Location
-
- Location
- Andover
- Reviewing
- John Lewis Broadband
- Date
- 2022-12-14
- Comments
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Generally satisfied with the broadband until I came to move house. I had still a year of my contact to go so accepted that I had to pay over £100 severance fee After some confusion as to whether I had paid this or not, I received a text threatening me with with the bailiffs if I didn't pay up. I tried to discuss further with JL but they said it was in the bailiffs hands. The latter said no. Eventually I was told i had to pay an extra £25 to the finance company. I have wanted to pay the bill from the start. So JL have not acted well.
- Location
-
- Location
- East Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-19
- Comments
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Cant complain about the broadband speed or reliability .The problems arise with the promised free Bullguard security package which i still havent got to function. And the promised John Lewis e voucher which I am still waiting for .Customer service needs a complete overhaul . Keen to extract money from you but not so keen to sort out problems .I cant recommend changing to them .
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-15
- Comments
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I went for John Lewis because of their reputed customer service. Unfortunately, a lot of them have very strong accents which I can't understand. Although it is relatively easy to get through to them (MILES better than BT or TalkTalk), the broadband speed is really poor. I cannot stream films on wi-fi so the TV has to be wired up to the router. Quite often, the speed is so slow that even that doesn't work, even though I'm in a city, not deep in the countryside. On their advice, I've changed channels but nothing really helps. Not impressed but now tied into the contract for a year, unfortunately.
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-30
- Comments
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Been with jl for over 4 weeks just noticed that I can only call out from house phone and not recieve calls today payed my bill one day late considering they give u 14 days to pay , as soon as I payed they cut me off ...., I'm really annoyed as my husband uses the phone for his business so u can imagine how many calls we have lost , however today been trying to call JL from 3 and each time I've call been on hold for 30 mins so gave up then rang at 5.30 bear in mind they close at 6 I was on hold till 6.45 really disappointed with the service so will be on phone first thing in morning , fingers crossed I get it sorted xx
- Location
-
- Location
- High Wycombe
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-31
- Comments
-
The customer service of JLB is a disgrace.
I called them 2 months in advance to move my broadband to my new apartment and they keep delaying my order and not telling me if they can install the broadband in time or not. They don't give customers straight answers about any queries just say sorry for the delay.
I thought if I call them in advance that will help to make sure that I won't stay without internet after moving but it seems like they are not capable of providing a good customer service.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-06
- Comments
-
I moved to JL thinking their reputation was a reliable yardstick and reviews seemed generally ok.
They messed up the transfer from the previous provider - didn't hear from them and then when I called - 'oh looks like the button wasnt't pressed to switch you over'. Took them another 2 weeks.
There was confusion over the package for calls I went onto - I was landed with a big first month bill I hadn't expected - it may have been me - I'm not sure to be honest but the call centre manager dealt with this very well although their system are poor and cannot update my monthly package for another month.
The internet line cuts out occasionally - the password disappeared one day stopping it working altogether.
The download speed is ok -it does vary though. The upload speed is terrible - 0.3 mb which is only around 30% of my previous providers - makes using dropbox very very slow.
Not particularly impressed thus far. I'd like to leave ..but can't.
- Location
-
- Location
- New Galloway
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-22
- Comments
-
Drops out frequently, but their customer service is unbelievable, they don't know a ******* thing about it, shocking, AVOID
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-17
- Comments
-
Have been with Waitrose/John Lewis for many years, whenever you had a problem it was easy to get through on the freephone number and I never had to wait more than a couple of rings for someone to answer. Ever since Plusnet run the call centre it is a nightmare, give up waiting for someone to answer after 20 mins hanging on, online contact takes at least over 24hrs for someone to answer if your lucky and for this reason I would not recommend.
- Location
-
- Location
- Exeter
- Reviewing
- John Lewis Broadband
- Date
- 2016-01-17
- Comments
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Very disappointed to find I had switched to get away from PlusNet only to find I was still dealing with them, complete with 30-40 minute waits and dreadful music. Pleasant people but frequent lack of knowledge and competence. Switchover was messed up, and 6 weeks late. If I had an alternative, I'd leave but there's only BT.....
- Location
-
- Location
- Scarisbrick
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-14
- Comments
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When I first signed up they failed to supply broadband on the agreed date . We waited 5 days for connection 4 months into the contract we now have a fault no broadband for 6 days complete joke.
- Location
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- Location
- Woburn Sands
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-03
- Comments
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If you can get through to Tech Support, they can be helpful on setting up issues. However having recently had my service down for nine days, they sent one update at the beginning saying it could be up to 14 days (!), then nothing further. The BT website (it was their cable / exchange problem) was not much more helpful. In the end, I found out was going on by walking down the road and talking to the BT engineers. Now the service is back up, there’s been no contact from John Lewis offering a refund for the nine days I had no service. They’ll send a customer satisfaction survey after an interaction if they think they’ve pleased you. Otherwise they don’t. A superb way for them to convince themselves that they’re great.
- Location
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- Location
- Chichester
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
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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
- Glasgow
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-29
- Comments
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Patchy speeds, I can deal with, I've had worse. But the levels of customer (dis)service within this company is utterly disgraceful
Normally John Lewis is a great company and a name I trust, this service (provided by PlusNet) drags that name through the mud.
Utterly, utterly appalling. If you're looking for a new broadband provider, please, look elsewhere. Nobody deserves this level of shoddy service.
- Location
-
- Location
- stoke on trent
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-20
- Comments
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Have lost phone line 3 times since January 1st this year and last time also had intermittent broadband.Not had any compensation. However e-mail service is very slow or gives error messages most of the time and have completely lost this twice in last 5 6 months for days at a time -have spoken to Technical support some time ago and was switched to newer server but this not much better. I e-mailed their helpline on monday re this-supposed to get a reply within 24 hours -still waiting. have e-mailed twice since monday -a deathly silence from them. Plusnet are bringing the good name of John Lewis into disrepute. Have now asked for compensation and a new router!Technical support can be very good but a bit of a curates egg .
- Location
-
- Location
- Windlesham
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-12
- Comments
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I have been with John Lewis Broadband for some 10 years. I have been a very loyal JL customer generally but I have come to the conclusion that they are sullying their brand by continuing with this substandard service. The speed and reliability is nothing special but tolerable, but the Email service leaves much to be desired. The John Lewis name in the address means that many outgoing mails end up in people's Spam folders, this in a way is not JL's fault but with increasing security it is understandable and would be dealt with by changing the domain name. Recently thanks to the incompetence of Plusnetthere habe been several outages and delays in mail, the last straw being in the last few days- we are now on the 3rd day of a complete breakdown in the service. Many Emails appear to have been lost and all in all I am resigned to having to stop using my JL address completely. As soon as possible I will kick JL Broadband into touch and move to another ISP.
- Location
-
- Location
- dorset
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-19
- Comments
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within days of signing up they informed me of a price increase. so for 10+ montha i have had to pay an extra £2 per month. under new rules i could have cancelled but i had already paid the connection fee of around £70. now my contract is nearly at an end and i have contacted via account query 3 times and not even an acknowledgement. would definitely not recommend....i am going direct to plusnet who at present dont increase charges during initial contact.
- 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
-
- Location
- Guildford
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-19
- Comments
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Do not trust John Lewis! We signed up for a 3 year contract in April 1916 as per the offer on the website, still available today, with a lower rate for year 1. After 6 months it was raised to the year 2 rate. No copy ot the contract was ever supplied but my husband agreed to the online deal as shown. We are told that he agreed to the deal for only 6 months and that there is a transcript of the conversation, available for £10. The terms were obviously hidden in the conversation, after a life working in finance my husband would never have agreed to an inferior deal, he is not an idiot. Just be warned and be very careful and be aware that this company, who have such a good reputation, may be taking advantage of you.
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-20
- Comments
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Terrible customer service. Had problems since signing up. They never reply to queries. Have been overcharged in second month and still awaiting refund and explanation. Wish I'd never signed up to John Lewis.
- Location
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- Location
- Wirral
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-22
- Comments
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Poor service, been with them a year almost and it’s a monthly occurance - poor internet, tel line issues...yet again today tel line is down, internet slow, have 6 weeks to go till end of my contract...told line fault will be fixed by end of the week...I’m can’t stand the poor service anymore and I’m leaving early..paying the early exit fees, but I just don’t care -it’s been such a poor service!!
- Location
-
- Location
- Woodbridge
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-27
- Comments
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I have only been with JL a few months and moved over from Sky. I'd had Sky for 15 or so years and overall pretty good. My life has taken a turn for the worse ever since changing to this rabble. They have had several outages in the 2 months I have been with them and are gormless and clueless on the phone (but at least its a UK callcentre). They provide a router which is utter rubbish and most features it offers dont work and JL support wont help as they "dont support the router". Mine is resetting itself sometimes every 2 hours and everything disconnects when it does this. I was promised a new router weeks ago which hasnt been sent. Now they have the audacity to increase their prices and reword their "fair usage policy" which I cant escape from as Im tied into a 12 month contract and I'm only 2 months into it. Speed is excellent but that is down to the box in the street being right outside my house.
I lay the blame flatly on the router being utter and complete rubbish. I expect with a good router most of my daily problems will go away. I have been on to support and chanegd channels etc but to no avail. I work from home and this is adding an excessive stress to my already stressful job.
- Location
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- Location
- Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-27
- Comments
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put the price up mid contract yet offer the original price for new customers. I missed no payments, didn’t have any late payments ... Makes no sense to me at all, ergo gone to another provider. What happened to the John Lewis trusted name????
- Location
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- Location
- North East
- Reviewing
- John Lewis Broadband
- Date
- 2014-10-24
- Comments
-
I wish I had read the other negative comments before I signed with John Lewis Broadband as my experience echoes theirs. OK at first, and then when the connection started dropping-out, so did the customer service. All the things listed by other users I experienced: broken promises; engineers not turning up (at all); compensation promises renegaded on and so forth. I chose John Lewis because of their reputation, as a brand, for customer-service and I think that 'their' broad-band is likely to do them considerable reputational damage. Do not sign up to this service (especially at the 'premium' price which they charge - it is a disaster).
- Location
-
- Location
- exeter
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-20
- Comments
-
Shocking. Signed up to the £22.50 per month b/b + Anytime weekend deal on Uswitch. First bill for £30+ - they added several services I did not sign up for. Took second payment without authorisation. Did not reply to five or six e mails. Sent threatening e mails. Limited service demanding the extra payment. Called up, and
insisted there was no such deal. When I went to Uswitch and read it out, they admitted there was, and would put me on it..However would not waive earlier fees.
Not what you expect from a service with the JL brandname on it - faith in JL considerably shakened
( long time customer).
- Location
-
- Location
- Canterbury
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-27
- Comments
-
When I moved house I called JL to take the boradband to the new address. 2 weeks later I was expecting it to be working. When it wasn't I called to find out why only to be told the order had not been put through their system. I was told someone would call me to rectify this - they did not and when I called back to try and re-order the broadband package, I spoke to someone who was very patronising and not at all apologetic. I gave up and signed up with someone else as I felt the experience had been so poor.
- Location
-
- Location
- Tenterden, Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-21
- Comments
-
Technically seems fine, but billing and customer services are chaotic. Strongly recommend avoiding them until they have these problems sorted.
- Location
-
- Location
- Malvern
- Reviewing
- John Lewis Broadband
- Date
- 2014-08-10
- Comments
-
OK as long as you don't need customer service. They locked me out of their email account due to a problem they discovered. A 15 minute wait on the phone (not too bad I suppose). New password issued. Tried to log in but it didn't work. Another call to "customer services". I was ot typing it in wrong so transferred to tec services. 45 mins later my battery dies. As I'm up at 5am I thought I would get through. High call volumes at 5AM !. By 6 AM my phone died. Saga continues...... John Lewis seems to have joined the race to the bottom that is UK customer services. We've had your money now sod off.
- Location
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John Lewis Broadband are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and John Lewis Broadband.