806 Customer Reviews over 21 pages
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- Location
- Ilford
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-29
- Comments
-
The router is really really bad. I get a strong signal from my old router which is on the opposite side of the house than when i'm in the same room.
When I spoke to customer services, the guy kept blaming it on radio waves and channels even though i explained that I'd tried multiple channels. Eventually he agreed the router was very basic and that I should buy my own router if I wanted better signal.
His tone was very unsympathetic, and condescending. He tried to blame things outside of John Lewis' control which was very irritating as it wasn't true.
Anyway, the router has died - didn't even last 4 months. But they will be sending me the same old rubbish router.
No way will I be staying with JL
- Location
-
- Location
- Ilford
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-19
- Comments
-
Terrible broadband, keeps disconnecting (like 6 times in the past 4 hours)
Customer services is awful. Phone answered after waiting between 15 to 40 mins each time. I've called them about 7 times in past three days.
Still being told I have to wait for another 72 hours before they will send out an engineer. So that will be about 6 days without useable broadband.
But hey, they will apparently discount my bill for those 6 days!
- Location
-
- 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
- Ilkley
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-13
- Comments
-
Worst Company ever. Stay away.
They forgot to close my account, over charged me and now cant refund my account (they say).
They want to send me a check when i an no longer residing in the UK!!!
Worst ever. No consideration...
- Location
-
- Location
- Ilkley
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-15
- Comments
-
Worst internet provider ever had.
Stay away! A month has passed, already had a engineer visit and still no problem solved.
Took them a month to realize there was a real problem...I was even told my phone and tablet where the cause of the problem....
- Location
-
- Location
- Ilkley
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-06
- Comments
-
Worst costumer service experience ever!
If they had negative scoring I would have given -10.
Stay away, after 4 months I still do not have reliable connection.
They just don't care.
- Location
-
- Location
- Ilkley, West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-26
- Comments
-
The John Lewis broadband service is provided by Plusnet. My experience as a Plusnet customer is much the same as other reviews, i.e. nice enough people but a bit hopeless. On the positive side once they get the service up and running it is quite good.
The big problem is that when you contact John Lewis Broadband, you are actually speaking to Plusnet. There is a massive gap in the very high standards of John Lewis and the rather amateur/poor service from Plusnet.
John Lewis need to sort them out otherwise people will think that it is them providing a shoddy customer service.
- Location
-
- Location
- Inverness
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-28
- Comments
-
I asked to change in early October having read a glowing report in Which magazine. I wish I hadn`t. They took my deposit and set up a direct debit with a promise of having it all done in "10 to 14 days" quote. Nothing happened so I called and they seemed unable or unwilling to help. After a couple of calls and being unable to speak to someone senior I asked to cancel the deal and return my money. Then they tried to collect my direct debit which I thankfully had stopped. They wrote asking why they hadn`t been paid!! I wrote to the MD Andy Street which was replied by the Executive Complaints team. They said someone would contact...noone did. I have taken advice from Which Legal services and have sent them a letter accordingly to ask that my monies be returned. It hasn`t and they don`t even have the courtesy to acknowledge my mail. They have taken on the wrong guy and I will sue them and shame them mark my word. I will ensure all and sundry know how they operate and are nothing short of thieves. John Lewis I held in high esteem prior to this . They are now at the top of the list for bad service. MY ADVICE IS DON`T GO NEAR JOHN LEWIS BROADBAND. Read these reviews and BEWARE.
- Location
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- Location
- Inverness
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-30
- Comments
-
Do not touch them with a barge pole. They are awful . They have taken my money and given me nothing for it and after many phone calls and emails to their MD i have nothing. They even tried to collect my next direct debit which fortunatly I had cancelled. They haven`t heard the last of me
- Location
-
- Location
- Ipswich
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-24
- Comments
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We've had John Lewis broadband for a week now and it's been off more than it's on. We've had one good day's connection so far. We switched from BT because it was woeful and we could never understand their Indian call centres but overall, it's looking pretty good compared with John Lewis. They should have stuck to homewares.
- Location
-
- Location
- Isle of Skye
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-24
- Comments
-
DO NOT SWITCH TO THIS SUPPLIER. After getting fed up with BT's hiked prices and poor customer service, I decided just to go with the cheapest option out there which was John Lewis/Plusnet. They did not send a router until I chased them and their attitude was appalling. Finally got switched over only to find our phone line crackled to the point where you could not use it and our BB dropped out constantly. Rang to report fault and was told it must be our equipment. Given that everything worked just find before I switched I doubt that. Now waiting for an engineer to look at the fault. Totally unimpressed and Plusnet you are giving the John Lewis brand a bad name.
- Location
-
- Location
- Isle of skye
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-21
- Location
-
- Location
- Isle of Wight
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-16
- Comments
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So many negative reviews! I thought I'd add a positive one for variety. I moved from BT to JL for price reasons - JL works about about fiver a month cheaper, partly because 1571 and caller display are free, which they're not with BT. An Openreach engineer had to fit a new incoming box and modem, and hadn't done a JL one before so I had to help him work it out by finding out what to do online. Speed and reliability are merely OK, but merely OK is as good as it gets anywhere in my area. I think JL broadband is a good deal, and I like their no-nonsense straightforward approach to pricing. The latter is the only real difference I can see between getting your Plusnet broadband via JL or from Plusnet direct.
- Location
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- Location
- isle of Wight
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-19
- Comments
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The internet and phone were not switched on by the date stated. Contacted customer service who said it would be on by midnight, all the bt engineers go home at 6pm so I knew that was a load of rubbish. John Lewis are going to be in breach of contract. Be advised not to bother, Mickey Mouse could do better.
- Location
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- Location
- Islington
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-07
- Comments
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These guys are a bunch of clowns: they have not provided any internet to my house for nearly two weeks and ignored all messages asking them to fix it. The internet they have provided has been cutting out on and off for the last year. I have now cancelled.
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-13
- Comments
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Just about fed up with John Lewis,keep saying they Can't take our direct debit,the money is always there.Last time we hadtopay late fee +pay over phone it was there new system.Now what is it,spelt something wrong I suppose
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-20
- Comments
-
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
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-10
- Comments
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I have been with Greenbee/WaitroseI/ John Lewis 10 years or so. I have always had excellent help over the phone .I had never looked at the reviews before but will no longer try to persuade my husband to change from his BT to John Lewis I would never hear the end of it if he had those problems.
- Location
-
- Location
- kent
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-20
- Comments
-
just been overcharged once again, they add on extra charges and try to make you pay them. i signed up with john lewis not plus net, and plus net treat you like tescos so beware, don't expect the waitrose treatment with these lot.
- Location
-
- Location
- kent
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-20
- Comments
-
no such thing as john lewis broadband they just drop ship you plus net so if you want a really poor experience just join plus net your self and save some money, but be warned its rubbish
- Location
-
- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-28
- Comments
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Worse broadband I have ever had. When I joined John Lewis broadband I upgraded to fibre optic thinking this would make it quicker but it was slower than I've had for years and the service was intermittent (daily crashes). I would have called for technical support but was advised I have to go through a long complicated process trying to get it fixed myself before calling - I'm not too bad with technical things but I couldn't follow the directions. I have now moved to BT and have fast reliable broadband but John Lewis keep sending me bills! Only on leaving did I find out that John Lewis broadband is Plusnet. I would recommend avoiding at all cost - unless you don't actually need working broadband and you're happy to continue being billed after you leave them!
- Location
-
- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-28
- Comments
-
First 6 months of contract fine the last 6 months have been awful. Broadband constantly disconnects ....... Utterly disappointed with service and intend to go back to my previous provider at first opportunity
- Location
-
- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-03
- Comments
-
Shocking! I signed up for this believing I could trust the good name of John Lewis for customer service. Howeber they've missed the first and second installation dates and have not made any contact about this despite my request that they do via their service ticket system. So for a third time in a month I'm on an hour long hold on their phone line (which in itself is dreadful, you get to hear the same few tracks on repeat). I actually feel sorry for their customer service team who must face constant anger and frustration from customers as the service is so poor (and in my case so far non existent!). Never again.
- Location
-
- 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
-
- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-17
- Comments
-
No broadband, poor customer service...seem to think my problems are hilarious, paying for a service I haven’t received, had to up my phone data allowance and get mobile WiFi, can’t risk having phone disconnected as my elderly mother lives with me and it’s her lifeline, if they don’t sort this out today I will phone my bank and cancel the direct debit...let them take me to court I don’t care. They’ll only come out if I put in writing I’m prepared to pay £50, some might call that blackmail
- Location
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- Location
- KENT
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-06
- Comments
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All, I have read most of the negative reviews stating some real challenges and it must be frustrating. However my experience has been the complete opposite. Signed up, new router arrived or be it broken and new one sent straight out and the service for me has been really good. Just as fast when measured compared to my old SKY and BT accounts. I also signed up and got a STATIC IP for £5 not too bad.. Enjoying the service and speed. PS the ZyXEL Router (WITH THE LATEST FIRMWARE) Actually outperforms my old SmartHub on 5G :) Nice
- Location
-
- Location
- Kilcreggan
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-12
- Comments
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Moved from Bristol on November 1 and signed up for John Lewis Fibre and 'phone service from 5 November. Got an email saying my sevice has been connected and advising me of 'phone number. The 'phone had a dialling tone but could not make calls. When i dialled the number the phone rang but not in my house. The next day a lady ( turned out to be a neighbour)called asking why I kept calling her, she was calling from my ( supposed ) number. When my ' phone was finally connected hers was cut off. Fibre broadband ( promised speed of 34 Mbps) turns out to be broken string with speed between 0.2 and 10. After a week got a letter from plusnet telling me that someone was moving into my house and that they were taking my number. The letter, from the head of customer services, stated if there were issue to 'phone them. I dialled the number on the letter which was no longer in service. Got through on the website number told them I had only just moved in and was not moving and wished to keep the number. Two days later I was cut off. I then got a call asking if I would mind giving my router to my next door neighbour as she now had a phone and broad band service again. Made several calls and was told I would be reconnected in about 10 days time but on a different number. Chased this up and was told the order had been cancelled also that their system had suffered a fault and that the only way to speed up the process was to rejoin, at a cost of circa £87 which would be immediately refunded. 'Phone was finally reconnected but on yet another number. The fibre broadband has yet to be resolved. I have been promised the refund of the £87 but some three weeks later am still waiting. I have spent around 15 hours on the 'phone to them, about the only person in plusnet I haven't yet spoken to is Peter Kay. I joined John Lewis broadband based on customer service I have received from John Lewis over 40 plus years and having endured talk talk cutomer service for about 7 years. I was wrong in thinking talktalk was as bad as it gets.
- Location
-
- Location
- King's Lynn
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-26
- Comments
-
Left BT after years of shocking service and Internet speeds that gradually dwindled from 15 to 8 megs. This I was informed was normal operating levels for my line by BT. Despite two years of operating at 15 megs?
As a new customer to JLB very patient and accessible (and understandable!!) Customer Services. THREE engineers visits later 18 meg broadband returned.
Thank You John Lewis Broadband!
- Location
-
- Location
- kings lynn
- Reviewing
- John Lewis Broadband
- Date
- 2019-02-01
- Comments
-
been with john-lewis broardband and phone, had a lot of trouble the dial tone was there when dialling out. eventually got sorted after 3 engineers, no communication from the company to the engineers, had to relate the problem each time, then show them what was happening each time. just found out the bullgaurd internet security last a month so have to take it out then reinstall it each month while subscribing to john-Lewis, they don't tell you that. problems for them to take direct debit out , had to end up paying them by card, have got assurance from them that this will not happen again. on the whole would not recommend this service
- Location
-
- Location
- Kirdford
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
-
Absolutely terrible. I had to call them daily to get them to do their job! AVOID AVOID AVOID! It took over 4 weeks to get a new service up and running and that was with me calling them using my mobile to get anything at all sorted. They offered a measly free broadband for one month about £4.50! Constantly told it was all activated and it wasn't. Finally now have my service but will definitely ditch them once the 12 months has runout!
- Location
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- Location
- Knebworth, Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-16
- Comments
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I tried signing up just over a year ago and the whole process was a real mess. They transfered only the line but not the broadband. I ended up cancelling and transferring everything back to my original broadband suplier. Keep away.
- Location
-
- Location
- Knebworth, Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-22
- Comments
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Tried to switch from Plusnet to JLewis broadband. However as JLewis use Plusnet they tried switching me twice and both times this has failed and I've wasted over a month in paying higher phoneline and broadband. I contacted jlewis customer services three times and it took 45min, 30 min and last time 20min to get through. Very, very poor service. Not what I was expecting. Look else where.
- Location
-
- Location
- Lambeth
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-23
- Comments
-
So far, so good. I have been with John Lewis broadband for almost six months and have not had problems. In the first week or two the download speed seemed to fluctuate but I generally get 11-13mbps, and upload 1.5mbps. Sufficient for web use and music/video. Far faster and more reliable than my previous broadband provided by a large supermarket chain.
- Location
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- Location
- Lanark
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-23
- Comments
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Awful. It took 6 weeks and many phone calls to get it set up. They said the phone line needed to be reconnected, but this turned out to be true. It didn't seem to work all that well, but at the end of September it started cutting out and off. We wrote to them several times and have also phoned. Their latest reply is to say there is nothing they can do. So we are sending it back pdq.
- Location
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- Location
- Lancashire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-26
- Comments
-
Absolutely appalling service. Would put 0 stars if I could. Used to be with Waitrose and never had any problems, but since they moved all Waitrose customers to John Lewis, have had no end of problems. Repeated difficulties connecting to broadband, unable to access email, loss of emails, shifting aspects of the service (e.g, email) without informing customers. Have contacted tech support on several occasions for help with these issues but on each occasion, have been told "sorry, there's nothing we can do". Was even told on one occasion that I shouldn't be accessing webmail on an iPad because the system is optimised for computer use (this was the excuse used when I lost important emails), although it doesn't mention this anywhere on their website. Unbelievably bad and I soon I can can access my email (which is down yet again) to print off my important ones, I'll be cancelling and moving to a different provider
- Location
-
- Location
- Lancashire
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-21
- Comments
-
I was paying premium price with BT broadband and thier broadband was poor. I decide to join John Lewis Broadbad as I can honestly say their broadband is so much better than BT. I also saved more than £10 a month. Highly Recommend to family and friends.
- Location
-
- Location
- Lancashire
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-16
- Comments
-
I’m sorry to say I will be changing ASAP as they have been the slowest broadband provider I have ever had. Just taken over an hour to download one program and it’s still going!! Snails pace is faster!
They promise a fast fibre and just haven’t delivered. It’s so slow and buffering is the norm. Would never recover use again. Nothing good to say about John Lewis Broadband :-(
- Location
-
- Location
- Lancs
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-04
- Comments
-
Absolute joke of a provider, cant log into portal EVER, loses connection every 30 minutes and takes 5 to 10 minutes to reconnect. Customer services do nothing but tell lie after lie and dont even put notes on your account when you do ring them. I'd rather use 4g on my phone than these theives who are literally selling 3rd hand BT broadband thats routed through the USA, No wonder the speed is so poor doing a trip across the Atlantic and back before it hits your router. AVOID LIKE THE PLAGUE!!
- Location
-
- Location
- Laughton
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-26
- Comments
-
Scrape away the thin veneer of John Lewis and you have BT (which owns PlusNet, which runs JLBB). Awful speed, awful service when I moved. Awful service when I first signed up over a year ago. OK, they are nice on the phone but that does little to hide their incompetence.
- Location
-
- Location
- LE86ZH
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-26
- Comments
-
Router is very bad with its WiFi signal if you have a single wall in between the router and certain devices
This problem has been ongoing since installation in December 2016
JOHN LEWIS
CHANGE YOUR ROUTER
I have had to purchase a Wifi Dongle, AC600 802.11ac Dual Band 5GHz Mini Wireless Network USB Wifi Adapter from Amazon to get my computer to even see the signal
Worked solidly for 5 days but today even though I'm connected internet is up and down with the data received
- 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.