806 Customer Reviews over 21 pages
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- Location
- Halstead
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-29
- Comments
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After 5 months of hassle we are still having problems with John -lewis /plusnet
Present download speed is 0.18. We did try using CISAS to resolve the problem but stupidly let John lewis talk us out of pursuing the case.That will not happen this time!
- Location
-
- Location
- Chatham
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-21
- Comments
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appalling customer service,very unreliable broadband phone service intermittent.
They put up their prices a few months ago and offered an opt out if you wanted to cancel.So two months ago I terminated my contract but they have ignored this and despite many attempts at contacting them they are still sending me bills and threatening letters.Avoid their broadband like the plague.
- Location
-
- Location
- Halstead
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-10
- Comments
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Our download speed is 0.19mbs and frequently disconnects this has been the case for more than 2 months. we have complained frequently to john lewis
(Plusnet) and they have been unable to resolve the problem.The problem continues.Legal action is the next step!
- Location
-
- Location
- Sp11 8JB
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-25
- Comments
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Half the speed I had with BT which was just over 1.1 mbps. At 0.6mbps we cannot stream a BBC news clip. Well done John Lewis/Plus Net which is owned by BT!
- Location
-
- Location
- liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-01
- Comments
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shocking service . Broadband dire, and after changing they cut my phone line and internet straight away , althoughthey sent letter stating a cut off date(which never happened) customer service said " cant do much i,m afriad" AVOID AT ALL COSTS
- Location
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- Location
- bournemouth
- Reviewing
- John Lewis Broadband
- Date
- 2012-09-14
- Comments
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okay but overcharged me for FIFTH month running and they're just not bothered!!!
- Location
-
- Location
- Lancashire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-26
- Comments
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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
- Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-20
- Comments
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As a longtime customer of all things "John Lewis"I thought JL Broadband would be a good bet. But customer service is DREADFUL! They failed to get my service up and running on the first two attempts, having to start the order all over again each time. Both times I was offered a free month on my contract. When the service finally got up and running, JL Broadband denied that any compensation for the delays and for the hours I spent on the phone was ever offered to me. But as a "gesture of goodwill" I was offered £7 off my next bill. Now I'm locked into the contract and can't vote with my feet until it ends. AVOID this company if you care about customer service.
- Location
-
- Location
- Ramsgate
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-03
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-11
- Comments
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2 months, 12 hours on the phone to the helpline, still no fibre broadband. They have told me it was accidently cancelled 3 times, it is always someone else's fault, lots broken promises, excuses and blaming on new inexperienced staff. I love John Lewis but if you actually want fibre broadband then be prepared it may not actually happen.
- Location
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- Location
- Leicestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-03
- Comments
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The actual broadband service is not too bad for the money. I just find them a pain to deal with through customer services. I simply want a vat invoice or vat number but they keep fobbing me off saying I don't need one as i'm a private customer. I'm self employed and pay VAT? This is simply BS. Anyone can ask for a VAT invoice at any retailers in the country. I just wonder if there's a VAT fiddle going on here? .. and we can trust corporates to pay all their taxes cant we?
- Location
-
- Location
- POOLE
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-02
- Comments
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Total waste of time. I raised complaints and never phoned back. Waited 6 weeks for broadband never to be installed. AVOID!
- Location
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- Location
- Anglesey
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
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My broadband speed since joining John Lewis has dropped off to around 1 MBPS ( 0.45 MBPS at it's lowest) in the evenings, basically un-usable. I keep reporting it, and their Technical team keeps re-setting it, but it simply drops off again within days. I'm being told that they can't cancel my contract, because ( apparently) there isn't a fault on the line. So OFCOM it is then !!!
I've given a one star for broadband speed, overall satisfaction and broadband reliability because I can't give a zero, which is what it deserves. Look elsewhere people !!
- Location
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- Location
- Taunton
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-28
- Comments
-
Quite possibly the worst experience of a life time. Paid to get out of the deal and run back to BT.
Customer service is operated by my cat.... “well everything is fine from what we can see at our end’. Well it would be wouldn’t it, get down here an you experience it! Several (over 15) calls placed with tech support if not more.
Don’t be tempted by these cheap deals. Really awful apparently they white label the service to Plusnet. If you do take it read the small, small print as you will get stung for loads of additional charges for call thresholds etc etc.....
HELLO BT XXXXXXXX WE HAVE MISSED YOU!111
- Location
-
- Location
- Foulden
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-26
- Comments
-
Worst ever. Speed is minimal and for the past year the wifi keeps getting dropped. Customer service consists of a list of generic statements they read to you. Finally they tell you it's their router at fault--but, alas, they can't replace it.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-26
- Comments
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Signed up for Fibre 3 times - each time money taken etc and order all in place. Each time cancelled after JL BB not being able to provide after accepting the order or because they failed to remove my details from their systems. Each time I found out by checking that things weren't happening - they didn't tell me (apart from their error in applying for a direct debit which they intimated was my fault - took my details and took initial payment but DD failed as I'd given them the wrong details which were the same as they used to take money!) The technical helpline seems ok but everything else seems terribly run. Sad that John Lewis is going the way of other retailers. Reminds me of the Building societies changing to banks scenario where profit is now key. The BB scores are because I didn't get any at all.
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-06
- Comments
-
Left BT after recent price hikes. JL broadband was half the price and despite many less than average reviews I plumped to switch. BT connection speeds were woeful and the customer service poor. What did we have to lose? If it was just as slow at least we wouldn't be paying £34 a month.
Customer service was excellent all throughout setup. Speed is now twice that of previous BT connection. Very, very pleased.
Downsides: we didn't get the router delivered on time as it wasn't despatched until I phoned to see what the issue was. Waited 5 minutes before speaking to the UK based call centre who sorted everything out quickly. Other than that- top notch.
- Location
-
- Location
- Brighton
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-19
- Comments
-
DON’T BUY JOHN LEWIS BROADBAND!!!!
It’s shockingly bad. Bad customer service, dreadful connection speeds. Their website doesn’t work which means I struggle every month to pay the bill. The bill goes up in price every month. We we’re promised a minimum of 60mbs but are lucky if we hit 20. It’s unreliable. Don’t waste your money. Will never go back to this service.
- Location
-
- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-18
- Comments
-
I wish I could give minus 10 stars - this is the absolute worst company I have ever dealt with, and I am old! Everything about their operation is flawed, from the sign up process which took £65 from me but didn't register me as a customer, to being told (when they eventually got a router to me) that normal broadband wasn't available at my address, so I would need to upgrade to fibre-optic - which turns out to be a lie, since I am now online with another company, using regular broadband, having used library computers for 2 months during which time I despaired of ever having home internet again! AVOID this company - they are dragging the John Lewis brand into the gutter - I don't even want to shop there any more!
- Location
-
- Location
- Midlands
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
-
My first IP was Waitrose, and now John Lewis. I have had excellent service for over eight years. The customer service team and tech support have been brilliantly helpful, and I have no problems to report.
I recommend JL broadband.
- Location
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2022-02-01
- Comments
-
I can only rate customer service and my overall dissatisfaction as John Lewis failed to deliver broadband service. I am a John Lewis fan but their broadband association significantly undermines their brand (as does their home insurance). Customer service was appalling and confusing as John Lewis and Plusnet do not seem to communicate with each other. They cancelled my order, promised a refund which I had to chase a month later, then sent me two cheques (only cashed one).
- Location
-
- Location
- Sutton, Greater London
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
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I made the monumental mistake of not reading enough reviews of John Lewis broadband before signing up. Switched over in May 2017, nothing but problems ever since. Had excuse after excuse, been told I've got the router too close to other items, even though wired broadband is also a problem. Now another week of phone calls and waiting for updates with nothing. John Lewis batting it to Open Reach and vice versa. Intermittent drops which can be as close together as a few minutes on/off. No particular pattern, only know about wired devices as we have linked to our 'smart' digibox. Such a shame because when it's working it is a good speed. I never usually do any reviewing online, so the fact I'm going out of my way to post on as many forums as I can find should tell you something. AVOID. I'm considering further action and looking to evidence voided contract.
- Location
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- Location
- Northants
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-22
- Comments
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Absolutely awful service, never use John Lewis for wifi. Lack of communication, do not update customers. Still without wifi even though we have paid for engineer and monthly rate. Engineers don’t turn up to appointments neither do they update you of their absence. Haven’t received complimentary voucher neither. Beyond disappointed they haven’t done anything remotely reasonable nor justifiable.
- 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
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-29
- Comments
-
Absolutely appalled. Cancelled my account today after waiting ONE MONTH for them to install our broadband. They constantly lied, saying it would be installed in the next few days. They strung us along promising compensation for our troubles but now I have had enough. DO NOT GET JOHN LEWIS BROADBAND UNDER ANY CIRCUMSTANCES. Me and my house mates have spent around £100 on data add ons due to their incompetence - we have not received any compensation. Customer service is awful, had to wait on the phone for at least an hour every time I tried to get through to them. Don't waste your time or money on a company that is clearly inept. Only wish I had read these reviews sooner, have been without wifi for about 5 weeks now. Shocking.
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-08
- Comments
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Being customer for 20 days and was totally disapointed, the customer service is good, nive people kindly speaking and talking about the weather and other things, however didnot signed the contract to chat with them.
- Location
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- Location
- Great Barr, Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-29
- Comments
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The worst provider I ever had, I discontinued the contract within the cooling period as I suggested all the crap which will follow, however they manage to delay to stop the services and I had to pay for early breaking the contract. Real hustlers, never ever again and because of them the plus net as well.
- Location
-
- Location
- Aberdour
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-16
- Comments
-
Stay far away from John Lewis broadband! I'm coming to the end of my contract and I will cancel immediately. Connection issues daily. Wasted hours on the phone complaining to no use. This last month I have actually used up my mobile internet allowance because I've had to use it in the house as John Lewis broadband falls out constantly.
- Location
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-11
- Comments
-
I was with sky broadband and it was getting more expensive each year, so changed to john lewis, reputable company, massive mistake. The internet is awful, every day there is an issue. Have reported it severally, apparently it is not their fault it is BT, yet I never had this problem with Sky. Looking at the reviews from people, it is obvious I am not the only one. Fortunately, my 12 month contract is over and I am switching. They havent even offered compensation for the abysmal internet speeds. The poor speed has affected my business and studies. Please - if you regularly use the internet and need normal to high speeds for viewing videos or sending and downloading documents, then do not go with john lewis broadband.
- Location
-
- Location
- Scotter Common
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-12
- Comments
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good service with problems
never more than 5mb
fairly reliable
- Location
-
- Location
- Gainsborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-13
- Comments
-
A reliable service but not worth the money charged
- Location
-
- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-15
- Comments
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Don't.
We have been struggling with our JL broadband service from joining. Inconsistent connections and slow speeds are what you eventually are bound to. PLEASE read the Terms and conditions... they DO NOT GUARANTEE WIRELESS CONNECTIVITY. Which basically says it all.
Unfortunately we are going to have to pay for the remainder of our term but are looking to another provider to switch asap. Not worth it.
Disappointed in John Lewis, we joined with good faith in the brand.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-20
- Location
-
- Location
- oxford
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-02
- Comments
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their 66 mbs avarage broadband gives med 1.5 download and 0.5 upload as a average score of several readings
- Location
-
- Location
- Murphy
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-14
- Comments
-
Thought I would share my positive experience. I know people who give reviews are more likely to have had a negative experience, with any company.
Have used various internet providers in moving around as a student, when I began work etc, mostly Virgin. I live alone, don't have high needs for gaming etc but do watch films on Netflix etc.
John Lewis has been a breath of fresh air. The box came, I phoned to activate it, my call was answered promptly, the call handler was easy to communicate with me, plugged it in- whole thing done in 10 minutes. Have had for around 10 months now, wholly reliable, hasn't let me down once.
Fabulous service, reasonably priced and I have recommended to friends.
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2019-06-13
- Comments
-
John Lewis have been the worse company to deal with in terms of customer service. The phone staff are rude and dont listen. I have been repeatedly harassed at work when I have asked several times not to be called at work. The response was. Well you dont need to pick up the phone. Actually as I explained I work with patients so yes. I do.
I have been told my address does not exist, told they have do do surveys told they need to do external work told there is a problem with my address told they were ready to book in then ignored me for days and dispute saying they are 24 hour service I cant get hold of anyone to book appointment so message and say can you send me dates please. Nothing. Again send message this is my address I am free these dates nothing. Another message. Further attempts at calling after work nothing. Today i get we have cancelled your order. Do feel free to call us if you change your mind and want to rejoin us.
What a load of rubbish. For such a high name company John Lewis are letting themselves down badly in this area.
- Location
-
- Location
- DN213JF
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-13
- Comments
-
Reasonable service but quite slow
- Location
-
- Location
- Alfreton
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-18
- Location
-
- Location
- Isle of skye
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-21
- 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
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.