806 Customer Reviews over 21 pages
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- Location
- scarborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-24
- Comments
-
Where do I start? Ordered the Fibre Extra 19TH December and paid my deposit. Getting concerned that I had not had a start date or router, so I phoned up on 6th January. JL hadn’t actually ordered the router nor actioned the order itself. Negotiated a months free broadband because of their negligence, given a written start date of the 17th January. On the 16th January again concerned that I had received no router, phoned again. Start date put back to 20th January, no router had been ordered. Customer service manually ordered the router. The 20th January arrives, router was delivered on the previous Wednesday 2 days previously. No phone. Phone finally went live at 2pm. Broadband not activated. After phoning again and explaining that the lights on the router showed that it was not picking up a fibre signal nor connecting to the internet I was told that it could take till midnight and that they would contact me when it was live. They did not contact me at all. Midnight came and went no broadband, lights on router same as before.
Phoned on 21st explaining I had no broadband. Cannot even access the router homepage. One hour spent with technical support, prompted by me to acknowledge that the router was probably faulty, and that I was not on the package that I contracted for. New router ordered. Transferred to another department, to determine why I was put on a different package and why was I not upgraded to the package I contracted for. Unable to discover why and unable to put me on the package I contracted for. Apparently internal system problem. I was mistakenly put on the basic broadband package and not the fibre package I contracted for. Says by text that they will try again on 23rd January. Now told that they have to order the fibre package from Openreach (could they not have done it when I ordered) and could take 48 hours to process then activate. Apparently my phone number says I cannot get fibre but my address says I can. News to me since I have had fibre with Sky and Talk Talk in the previous 4 years.
New router arrived 24th January, couldn’t access internet, fibre will still not be activated for another 48 hours. After spending almost 1 hour on phone to tech, finally accessed router settings through ipad in order to input the CORRECT password and username, that were incorrectly applied from JL. Finally on the internet, basic broadband, although I now have to wait to be activated for fibre, for which I have paid for and for which JL failed to order. Broadband in theory went live on 20th January finally accessed basic broadband on 24th January. Absolute shambles of an organisation. I have never had so much trouble from a supplier as I have had with JL. Will stay with them for a year then leave.
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-04
- Comments
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Sent request to cancel broadband and telephone service in the begining of March (to take effect the 4th April) as a new supplier was commissioned to take over from that date.
They sent a final invoice for telephone service for the period up to the 10th of April even though the it was not used
All in all a rubbish company to do service with !
- Location
-
- Location
- Moray
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-04
- Comments
-
This has to be the worst company I have been with since TalkTalk. I have had no internet, e-mail or anything for nearly 2 weeks yet they say everything looks normal on their system. I cant cancel as I am 3 months into the contract. There must be some law that protects us customers who are getting fleeced and cannot get out of a contract that THEY are not fulfilling? A disgrace and I was suckered into it by the John Lewis brand. DO NOT TOUCH WITH AN EXTENDED BARGE_POLE!!!!
- Location
-
- Location
- BIRMIGNHAM
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-29
- Comments
-
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
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-24
- Comments
-
Very poor customer service and the webmail is very poor.
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-01
- Location
-
- Location
- Lonson
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-03
- Comments
-
I have had a Waitrose email address for many, many years. There was no problem until JL used PlusNet and instead of a Waitrose webmail site I was directed to the webmail John Lewis broadband page/site. On the previous Waitrose webmail (intuitive interface) I could easily delete emails from my inbox to free up space. This has been impossible with the new site. At present I have had no incoming mail for four days, the webmail shows almost 2,000 messages and 100% full. Three calls to 'support' and an email and still no action or reply. As soon as this is sorted I am going to change provider.
This is not up to John Lewis standards and very disappointing.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-23
- Comments
-
Never choose John Lewis Broadband!!! It’s TERRIBLE. So bad that I had to go out and buy a sim with data so I could function day to day. The internet continually cuts out, phone crackles and tv reception stinks. Smarmy verbiage from customer support but it all adds up to nothing. I was told upgrading to optic would improve reception but this was a complete LIE and tantamount to mis-selling. Then to add insult to injury, I was only offered a £29 refund for MONTHS of rubbish internet plus mega annoyance and time wasting. This sum didn’t cover the extra expense I incurred buying data and sim from another provided while I unsuccessfully tried to get my JL broadband sorted.
I used to love John Lewis. Now I hate them.
- Location
-
- Location
- South Queensferry
- Reviewing
- John Lewis Broadband
- Date
- 2022-11-27
- Comments
-
I pay up front for John lewis broadband and was selling my house so didn't want to commit to an 18 month package as I was moving in 6 months. The monthly price more than doubled! I checked online and I am paying £46 odds online in advance and don't use the house phone at all so won't incur any charges. I'm leaving the house on 28th November and called to tell them but the guy kept insisting I paid in arrears (check your own website mate!) And that another £46 would come out of my account on 5th December. Essentially they are lying and stealing £46 from me as I'm paid up in full for November! My new house certainly won't be using John lewis or plusnet!
- Location
-
- Location
- Hereford
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-20
- Comments
-
Like another reviewer I have closed my account and JLB does not recognise this although I have their letter telling me how sorry they are I have left. I stopped my DD as after many phone calls as I could not trust them and sure enough today I had an email from them demanding payment by another means. In fact they owe me a refund but "due to a new accounting system" this will have to be by cheque. I cannot go on-line to discuss this as my account is closed and the phone line has a wait of over 10 minutes. I'm not surprised!
I would just ignore them if they did not owe me money and I could be sure they would not file a payment failure on my credit file.
- Location
-
- Location
- Great Yarmouth
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-11
- Comments
-
Signed up on 26th October and still have no broadband service. I gave up trying to call the helpdesk as it was always experiencing higher than average calls. Made a complaint and was told it was because they had not sent me a router. I have my own ADSL router so that is not the issue at all, however the Customer Complaints person also said they tried to call me and left a voice message. No one has called my mobile which is my contact number. I would not suggest to anyone that they use JL broadband, in fact I've been telling anyone that I can to avoid them like the plague. Customer service is nil; they appear to have no idea why I do not have service; and ignore messages posted on 'my query', hence why I made the complaint. I had to give one star for speed, but in all honesty I have no idea what my speed is since I have never had the service!
- Location
-
- Location
- highlans
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
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Rubbish Customer Service! It is a big con - you THINK it is all with John Lewis and their values? In the provision of Broadband and phone services, it is PLUSNET - who ARE rubbish!. By association, John Lewis are rubbish indeed worse than that, they mislead you on matters of service provision.
- Location
-
- Location
- NEWPORT
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-31
- Comments
-
SUPER FAST FIBER customer service nil,connection goes every morning,when it comes on again it is poor,contacted them,they replied back that if it was found to be my equipment or internal wiring,they would charge me £50,I have since found out they are PLUSNET who I was once a customer,left them because of there poor service,only to end up with them again under a different name ,stay clear youve been warned
- Location
-
- Location
- Leighton Buzzard
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
-
Failed to take first direct debit cut off service within an hour of email stating there was a problem. I rang reconfirmed direct debit details. I was told everything ok. Direct debit still not taken. I then get email threatening debt collectors & phone cut off at same time. Forced to make card payment for their incompetence. I thought BT was bad! John Lewis this is damaging your brand.
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-08
- Comments
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Cannot recommend. Customer service is non existant. They do not answer phones or reply to emails.
Can't comment on whether broadband works as I am still waiting for a router to be delivered 2 days after service ( So Called) commenced .
They say that they are sorry for making me wait and I am tired of the musac.
- Location
-
- Location
- Lincs
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-17
- Comments
-
I signed for JL broadband on Feb 1, its now Feb 18 and I still don't have a reliable connection. I don't feel I've any chance of getting one. Do not sign up for this service, you will eventually lose your mind....
- Location
-
- Location
- South London
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-21
- Comments
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They give you the worst possible speeds until you call them and ask them to fix it. They then feed you some technobabble jargon that even they clearly don’t understand and unthrottle your speeds. Then if you power ever goes out or if you need to unplug your router for whatever reason. You’ll have to do all of it again. Couldn’t recommend less.
- Location
-
- Location
- West Malling
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-06
- Comments
-
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
-
- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-17
- Comments
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Telephoned JL to extend my 12 m contract which was expiring. Turns out that last year when I had been advised that the account had been transferred into my name, this had not been done. This has caused immense problems. Tried to open a new account, PLus net who run JL managed to omit vital information, got my address wrong, contacted a neighbour who has committed criminal offences, got my name wrong and their attitude after having made all these issues was poor. After making all these errors they have threatened debt collectors on the old account which is not in my name. I will be closing my JL partnershipcard account and never using JL insurance again!!
- Location
-
- Location
- Swadlincote
- Reviewing
- John Lewis Broadband
- Date
- 2022-10-01
- Comments
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Reported to ombudsman. Signed contract they mysteriously lost it had to sign another June 2021 for 18 months for£19 a month mysteriously lost that complained last month as charging what they want last month was £24 this month £33.32 hardly used it . Rip of Merchant customer services useless told me to go elsewhere .
- Location
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- Location
- Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-28
- Comments
-
Well it was a fiasco from start to finish; huge delay of over a month to get service transfered from Plusnet. Useless initial compensation- I had to complain even to get a cordial response....staff were quite rude intially.
Then they up the price and I cancel and move (to Zen) and Im told that there will be no early cancellation fee. Im sent letters sayingthere will be and reassured again that there wont that my account is paid up.
Then I get a bill with cancellation fees... I direct them to earlier correspondence and they say it is a mistake, but they cant credit my account I will have to ring back once the cancelled dd bounces back and debt collection has started (I will get an email). Then when I ring again)they will cancel the charge apparently. He apologised for their system- as well he should!
Im not sure Im out of the woods with it yet though- they probably still have room to mess up again.
- 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
- East Ilsley
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-05
- Comments
-
3 months after placing the order I have given up and cancelled it to go to BT. They are rubbish. Initially they put my first order on hold because they couldn't find my address (it came up on their website). Then after that was fixed, they randomly cancelled the next order without telling me. I contacted them and complained and they said it would another month just to get the phone line in and they didn't know when the broadband would happen...
- Location
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- Location
- Ilkeston, Derbys
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-08
- Comments
-
Funnily enough they state when reporting a ‘tech issue’ that they will respond within 24 hours - the ONLY response I have had at all relating to my 5 + emails about the disastrous service was when I gave in and said I was transferring to another supplier. The new supplier prompted an automated email - they had been contacted and I had a severance payment to make. 3 Days later a tech email came through.
I was with Plusnet before and would go back as this JL filtered broadband is THE worst service and supply I have ever known. If only I could get through to question the final bill and atrocious service - but they have beaten me into submission. Anything to get away. So typical of so many companies now. Dreadful.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-29
- Comments
-
Really poor customer service. Had to call 4 times in the first month because the account hadn't been set up correctly. Every time they were experiencing a "higher than expected call volume", I experienced 8 minute waits.
Bills aren't fully accessible with Chrome or Internet Explorer.
- Location
-
- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-27
- Comments
-
Truly shocking customer service; lack of consistency when dealing with complaints; can’t get hold of manager; issues with my DD which they still haven’t resolved 4 months later!
- Location
-
- Location
- Wessex
- Reviewing
- John Lewis Broadband
- Date
- 2013-11-19
- Comments
-
After being with BT anything else seems like a relief. The great things are that there is one level of phone menu with only four options, so you get to the right person without going round in circles. Getting through is fairly quick and you get someone who speaks English that is understandable (the call centre is in Sheffield). Broadband speed is largely down to the local exchange and how far you are from it and is not within the providers control, and the reliability is actually down to BT but if there is a problem, you get John Lewis to sort it out rather than having to try to deal with the inaccessible BT engineers. Cost is the same as BT except that you get twice the download allowance (20Gb per month).
There are only two disadvantages:
1) You don't get mobile Wifi
2) When you are on hold although it isn't for ages you are forced to listen to some really terrible pop music - not what you'd expect from John Lewis. They don't play it in their stores and I don't see why you have to endure it on the phone!
- Location
-
- Location
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2014-07-04
- Comments
-
It's OK unless you need technical support, but the support is simply awful. 'Higher than expected call volumes' at 6.30am! Waiting for ages having to listen to loud awful pop music (who do John Lewis think their customers are?) that you can't turn down before you just give up. I'm going back to BT when my contract expires!
- Location
-
- Location
- Glenshiel, Highland, Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-21
- Comments
-
2 months and 6 days since John Lewis Broadband took payment I still haven't got a phone service or broadband despite being on the phone to them for over 10 hours.
John Lewis have managed to get BT to disconnect the line they were supposed to take over though.
Disappointed doesn't really do justice to my feelings about John Lewis Broadband.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-22
- Location
-
- Location
- Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-02-21
- Comments
-
Cannot believe the poor broadband speed. Made mistake of changing from BT (great speed, poor customer service) to JL broadband and am regretting my move. Now stuck for 12 months until I can change back. I would not recommend JL at all.
- Location
-
- Location
- Bracknell
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-15
- Comments
-
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
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-20
- Comments
-
I am into my second year with JL Broadband, my only complaint is their approach to customer loyalty, they aren't really bothered if you stay or go at the end of 1 year contract, they reluctantly agreed to allow me to stay with discounted rate for new customer but no cashback. Not the John Lewis never knowingly undersold approach. In terms of relaibility and performance, 5*.
- Location
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- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-05
- Comments
-
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
-
- Location
- nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-30
- Comments
-
DO NOT SWITCH TO JL. THEY DIDN'T TELL US WHEN WE WOULD BE SWITCHED OVER, THE ROUTER DIDNT ARIVE AND WE WERE WITHOUT TELEPHONE AND INTERNET FOR A WEEK. IT WAS ONE MESS UP AFTER ANOTHER AND 2 MONTHS LATER THE PHONE STILL DOESNT WORK. I HAVE NOW GIVEN UP CALLING THEM AND WILL LEAVE THEM ASAP. CUSTOMER SERVICES ARE SIMPLY DREADFUL. I MOVED FROM SKY BECAUSE THEY WERE SO BAD AND NOW WISH I HADNT !!!!!
- Location
-
- Location
- Leyland
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-29
- Comments
-
I Chose John Lewis Because I knew i would get decent customer service .There is no way i would do BT,Virgin or Talktalk after trying to get through to their customer services ,1 hour on hold , a light hearted conversation with a robot which quickly escalates into a serious argument ,with a robot ,because after a brief interrogation it wil not accept my mothers aunties grandmas middle name .Whoa betide you customer services when i finally speak to a human.
Anyway had a slight problem on activation day ,ran customer service ,Pressed one button and "Bingo " A Human Vice ,
Thank you for treating me like a customer
PS> Broandband is decent too.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-15
- Comments
-
Their awful broadband service must be damaging their reputation. have been with them for 3 months. speeds slower than advertised. Internet connection lost frequently. Technical support dreadful - deny problem - and are unable to sort out. Planning on cancelling soon
- Location
-
- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-28
- Comments
-
Don't waste your time with this company. Failed to supply Internet and so far its been 2 months trying to get our initial payment refunded. Customer service lie to get you off the phone and hang up on you if they can't be bothered with you.
AVOID THEM.
- Location
-
- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-08
- Comments
-
One star is exactly one star too many for this absolutely inadequate, good for nothing, unprofessional "broadband" provider. John Lewis may be a very good department store but they should not be selling broadband and internet services, as they do not have a slightest clue what they are doing. Their own online bill payment system has not been working since September 2019. They cannot put their own house in order, how can one expect them to provide a broadband service, the word, which many or whose, who answer the phone cannot even spell. Extremely poor. absolutely rubbish customer support, non existent service, dial-up speeds on their so called "fibre broadband." Avoid at any cost, as you would a deadly disease. Shame on John Lewis!
- Location
-
- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-05
- Comments
-
Only sign up to JL Broadband if you feel nostalgic for the dial-up internet of early 1990s. It is dead slow, and their own website has not been working for the past five days. And they have audacity demanding the payment. How are they expecting payments if their own website, where you are supposed to make a payment does not work. Pathetic! They may be good as a department store but absolutely rubbish handling broadband.
- Location
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