806 Customer Reviews over 21 pages
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- Location
- Portsmouth
- Reviewing
- John Lewis Broadband
- Date
- 2019-06-26
- Comments
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Technically: Speed more/less as promised - when the connection works. Keeps dropping in and out randomly on different devices AT LEAST 3 times a day for periods of up to three hours. Most of the instances share common feature of "IP address not available/in conflict" or "DNS server not responding" - but there are other faults sometimes (for variety?)
Customer service: totally non-responsive to dismal. Occasionally have the impression that the person at the other end of line cannot even be bothered to reel out the scripted excuses...
Overall: waste of effort, time and money - not fit for the purpose!
- Location
-
- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-09
- Comments
-
Not what i expected from a company such as John Lewis, however it very evident when contacting them and being passed to either the technical or provisions dept that you are talking to Plus.Net personnel, especially when they respond " Plus Net, how can I help you".
They have in only a matter of days screwed up the billing process by billing me false invoices for which i have not received the services or that are included in the package i took. Adding to this the fact that i didn't pay them they have now restricted my service to what appears to be 0.1mb.... Not impressed, having been a customer of Plus.Net too I will most certainly consider not going to either of these suppliers in the future, I just wished i read and paid heed to the reviews previously.
I am now one dissatisfied customer.
- Location
-
- Location
- Lanark
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-23
- Comments
-
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
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2019-07-05
- Comments
-
Absolutely useless. We have been trying for weeks now to sort out the internet and keep going in loops of same inexperienced front line advice with crib sheets and e-mails. Worst decision I ever made to go from BT to John Lewis. Don't waste your money. I don't mind faults... it happens. It is just the dismal customer service. They are ruining their brand because out of principle I will not shop with them again.
- Location
-
- Location
- Poyntzpass
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-10
- Comments
-
Broadband speed was low, but with John Lewis it's barely existent, when it works at all!
Phoned to complain and they said that it was fixed, it got slightly better, but now worse than ever.
I just don't have hours to sit on hold complaining
- Location
-
- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-18
- Comments
-
Took over a month to connect the service. The standard unlimited broadband service is always cutting out, too many drop outs. Sometimes the speed reduces to less than dial up speed. I have complained numerous times, the service has not been satisfactory ever since I joined them some 14 months ago. I have asked for a refund many times, alas my request falls on deaf ears.
- Location
-
- Location
- Sheikh
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-08
- Comments
-
Third rate service. I have a problem but no one seems to know what it is nor how to solve it.
Customer service keeps me hanging on.
They only communicate by email.
- Location
-
- Location
- winsford cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
-
changed 2 homes over and no routers
bt turned the broadband off, JL SENDING routers but dont know when we will get them how goods that
email from JL SAYS YOU CAN CONTACT US 24/7 not ture 9-6 pm only
afriad PLUS NET Is BT WHO ARE THE WORLDS WORST Providers
i forgot to check the small print where jl said the provider was plus nut . only when you check you find out its BT
- Location
-
- Location
- London, Greenwich
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-27
- Comments
-
I have never received worse service from a broadband provider. Never go with John Lewis again.
- Location
-
- Location
- Bayswater
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-13
- Comments
-
This is a Company that is not remotely interested in Customer Service. They emailed me to inform me that my broadband has been connected. After trying unsuccessfully for over 3 hours to set up my broadband I called John Lewis Support who told me that my Broadband is not yet connected and it will be connected any time before midnight. So I asked why this information was not in their email. The reply was ‘everyone complains about that’! So how difficult would it be for John Lewis to add this information to their email? Very easy, but they simply don’t care!
- Location
-
- Location
- Bath
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-16
- Comments
-
Avoid. Avoid. Avoid. Firstly, they messed up processing my order which meant I incurred increased charges from my old provider. Secondly, they never actually flipped my broadband 'on' when they were supposed to. Now it seems that they can't even disconnect my service after I moved to a new supplier because they put their prices up. An utter shambles from the beginning to the... well I was going to say 'end', but apparently they still think they're providing my broadband.
- Location
-
- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-28
- Comments
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i would not advise to get this wifi brand, the signal strength doesn’t go far and barely connects to any devices. I have a breakdown at least a million times a day because of the WiFi. My 4g works better and if I could I would rate this wifi 0 stars because it is very tragic and i really do not advise you to get it.
- Location
-
- Location
- St Albans
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-25
- Comments
-
I went with J Lewis as their customer service is normally excellent and they're a great British brand, oh how wrong I was! Speeds were slow then Router stopped working within weeks but they sent a new router quickly so I thought that was it, all would be great from then on. How wrong was I.
Repeated emails and calls to JL have not helped me with the terrible or non existent internet connections. Constant drop out, speeds of 1.3, pings of 1200 plus. Buffering and unable to watch a film all the way through-ruddy useless service.
Polite customer service but absolutely useless to me when they can't sort the problem. I have emailed a few times, spoken to various people who all tell me to " plug into the test socket with a wired connection then see what the speeds are". Or, they'll do something on the line to increase speed-it doesn't. One said, "where is the router" I replied " in the kitchen", Ahh i'ts near the microwave that's the problem!! Oh give me strength!! Paying £20 pm for absolute rubbish. Didn't go with them for the low cost but for the JL customer service.
I'm going to complain to the chairman and tell him to look at these reviews
Avoid.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-15
- Comments
-
We have been with JL Broadband now for just over three months and signed up to this on the basis that it was recommended by Which? as broadband provider of the year. The broadband service itself is provided by PlusNet - customer service is extremely slow (on average a 20 minute to their customer services hotline every time) and the connection speed is awful. My partner works from home and needs fast broadband to upload and download services from the internet. JL Broadband has massively hindered the efficiency of his work and we are having to restart our router every single day due to the fact that the line drops frequently to about 0.26MBPS which is completely unacceptable. I would not recommend this broadband service to anyone and we will most certainly be cancelling our subscription when the contract is over.
- Location
-
- Location
- Sp11 8JB
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-25
- Comments
-
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
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2022-02-02
- Comments
-
Do not bother! As other reviewers have mentioned the speed is absolutely awful, despite several calls and weeks of trying to get this resolved I have now given up. This is giving John Lewis itself a bad name
- Location
-
- Location
- Reading
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-05
- Comments
-
Like so many others I am shocked that a quality brand like John Lewis still put their name to this incredibly poor level of service. The speed is very poor, the accessibility of email is very poor. Overall conclusion, absolutely avoid John Lewis broadband. Again, like others, I am amazed that JL management seem to be unaware of these problems. I would email them, but as you know, it's really difficult to get an email connection.
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-08
- Comments
-
It appears time travel is possible. Having been with John Lewis for less than a month it appears that I have travelled back to 1989, today the ever loyal call handler suggested that 4Mbps was actually only possible with a wired connection!! If only I had not assumed that all broadband providers were the same, if only I had realised that the John Lewis name does not attach the same quality in all situations, if only I had realised that life is too short to worry about rubbish broadband!! Please think carefully before signing up to this shambolic company!!!
- Location
-
- Location
- York
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
-
If you rely on your internet for work then don't go with John Lewis. We have had nothing but issues for the 8 months we have been with them. The initial connection was painful with no communication.We frequently have drop outs and the speed despite being on fibre is pitiful. It is affecting our ability to do work at home now.
- Location
-
- Location
- Farnborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-21
- Comments
-
Only go with them because of the 'John Lewis' reputation, but I am regretting it now big time!
My line was meant to go live on 18th August 2017. Phone and broadband got disconnected at 2pm on the day and got email from them stating that it's now live. Both phone and broad were not working. The following day broadband worked (very slow speed almost like dial up), but can't dial out on phone and it has a very loud and weird dial tone.
I reported the fault to them and stress that my phone is a Life Line so it's important that it's working. The agent was ok and promises that some one will call back later. No one did.
Fast forward three days later phone rang at about 10.30 am I pick up the phone but the caller cleared down. Almost immediately got an email from them stating that the fault is resolved. I double checked to find that it's not rectified so ring their Technical Support again. Spoke to an agent called Sham who asked for my user name, my full name, address. He still can't find my details, so he asked for my phone number, up came my detail, but he proceeded asking for my bank. Now with most company and certainly their first agent only asked for user name, address and phone number, but Sham wanted my sort code as well. I was not willing to give it to him. He went into a spiel about Data Protection Act and wanted to terminate the call. I repeatedly asking to speak to his Supervisor or manager, he said he can't as I have not pass security. I insisted that he pass me to his manager, he lied that his manger was in a meeting, but I kept on insisting on speak to his manger. He put me on hold and surprisingly his manger was not in a meeting.
Let this be a warning to anyone who's thinking of taking out a John Lewis broadband and phone package as their reputation is good but their service sucks!!!!
- Location
-
- Location
- oxford
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-02
- Comments
-
their 66 mbs avarage broadband gives med 1.5 download and 0.5 upload as a average score of several readings
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-26
- Comments
-
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
- Stirling
- Reviewing
- John Lewis Broadband
- Date
- 2019-02-25
- Comments
-
We switched from Talktalk 5 months ago to save £10/month. We can no loger watch BBC iPlayer without it pausing frequently to load. Web pages load slowly. Even listening to internet radio such as via BBC iPlayer radio doesn't work properly. It keeps dropping out. It is supposed to be a minimum guaranteed speed of 3mbps yet I can't even stream radio reliably! Online speed test websites say I'm getting a decent speed but actual usage is terrible. This was never a problem with our previous provider TalkTalk.
The online help says I have to try a different router. Fantastic! I'll spend my evening configuring my old TalkTalk router and see if that works. Thannks a lot John Lewis broadband. We've paid you £120 so far for dial-up quality internet connection. Complete rip-off and wasted loads of time reloading pages, missing radio and tv programs and now messing around with router configuration like it's 2001.
- Location
-
- 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
- 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
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- Location
- EAST SUSSEX
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-09
- Comments
-
What an absolutely abysmal company this is. I am genuinely surprised they have any customers. Trying to get through is a complete and utter nightmare. I refuse to be kept hanging on the phone waiting for someone to answer my call for hours on end. John Lewis seem to think this is an acceptable way to treat their customers, well believe me it is not....HIRE MORE STAFF!! Not only that but your staff knowingly tell lies. After trying for over a week to get through on the phones and messageS being ignored I decided to cancel. Even that is not being handled properly.
If you value your time and Sanity stay away from this company. This many complaints cannot be wrong. Believe me I have learnt that lesson the hard way.
- Location
-
- Location
- scotland
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-27
- Comments
-
john lewis have cheaped out with the lowest quality router on the market.. i can only get wifi in the room im in,, to add to that i cant use the router to connect to another access point because jown lewis have locked down the router hobbling its features, avoid john lewis and plusnet
- Location
-
- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-28
- Comments
-
i had previous issues with the quality of the line speed and technical support last year but managed to get over that episode eventually.
i am now back to un-usable download speeds of under 1mbps so there's no point in using the service any more.
John Lewis wont answer the phones and are taking 3-4 days per message to get back to me so i am reduced to tethering my mobile phone to my laptop in order to get a half decent signal.
i thought i would get a superior level of service with this company but it's been quite the opposite.
switching back to virgin
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-30
- Comments
-
I was with sky for years and never had to contact them regarding the broadband. John Lewis on the other hand has been barely been useable. I have had to phone them on numerous occasions because the Internet keeps dropping out. If you work from home avoid at all cost. If you want reliable stable connection avoid at all costs. I spoke to one person in customer service who was really condescending and rude. I signed up few months ago. I am really unhappy with the service and I wish I could opt out. Really disappointed.
- Location
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- Location
- North Easr
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-02
- Comments
-
Terrible, been bad service since day one. Customer service and faults just fob you off. Stuck out my contract and finally move from them next week.
AVOID
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-04
- Comments
-
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
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- Location
- Newcastle upon Tyne
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-04
- Comments
-
Having had the John Lewis/Plus Net service for 6 weeks and after numerous phone calls and engineer visits, a problem with the internet connection dropping out, has not been resolved and at one point I was told this is 'normal' for internet connections. I am now looking at cutting my losses and sourcing an alternative service provider.
- Location
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- Location
- NORTH CERNEY
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-11
- Comments
-
DIABOLICAL CUSTOMER SERVICE!
Over the last week I have had cause to phone John Lewis Broadband helpline on numerous occasions and have experienced response times ranging from 25 minutes at the best to 50 minutes at the worst. How John Lewis can equate this with their customer service values baffles me.
- Location
-
- Location
- Bromsgrove
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-24
- Comments
-
John Lewis made a big mistake contracting PlusNet to run its broadband. Arguably the most respected brand on the High Street being dragged down by the shysters from Yorkshire. Everything about PlusNet is bad; From the overuse of traffic management reducing your download speed (to below 1Mbp in my case, normally 4-5Mbps) to the truly appalling customer service. Like some other reviewers I decided to take advantage of no penalty charges to leave after a price hike. Although the change to my new supplier went through without problems it was then followed by numerous E-mails that seem to come from a demented robot. It included penalty charges of course disguised under another name, bills for negative amounts, complaints that I had cancelled my direct debit (I hadn't), then thanking me for reinstating it,and phone call charges for the period after the change to new supplier. Phoning customer services was a complete waste of time as they were either too stupid to understand or didn't care. I am now going to complain to Ofcom.
- Location
-
- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-06
- Comments
-
Absolutely awful broadband service. Dysfunctional WIFI speed, to the point i now have to revert to mobile hotspot for any connection at all.
- Location
-
- Location
- Horsham
- Reviewing
- John Lewis Broadband
- Date
- 2014-05-24
- Comments
-
This company should be truly shameful and i would stay far far away from their broadband service.
I joined them on the 25th April and my activation date was 13th May, But on the 13th no bb so i contacted them and they said sorry it should be active by the 14th but that didn't happen so after a long time on the phone and a lot of messing about with routers and passwords they finally said they would send out an engineer the engineer never showed so JL (john Lewis) said they re-booked the engineer but again no show this happened 4 times and was escalated 3 times during that time, any company that escalates your problem more than once is not to be taken seriously. I phoned this JL up and canceled my account today due to the fact they are useless and have done nothing but waste my time i was in my 30day cancellation time by 1 day, but i cant seem to get any of my money back that they took up front. They are also sarcastic as soon as you request a cancellation.
- 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
- West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-18
- Comments
-
Where do I start. In early Nov 2020 I decided to switch to John Lewis broadband. I chose to keep my current number. I got a few automated emails saying that it was getting ready etc.
I then got an email saying there had been an issue sending my router out (which I had just recieved in the post!). Didnt think much of it.
I got a switch date of 16th Nov from my old broadband provider, that sounded good to me.
The 16th came and went. my old broadband was still working so I just thought id wait it out assuming they were busy.
I opened an online support ticket, but got completely ignored.
Then on 10th Dec, my phone number suddenly changed and my broadband went off. So I called John Lewis who were apologetic and said it had now moved over to them so they would activate my broadband.
Nothing happened, nothing worked! New router all set up, but no internet.
I tried calling support, on the phone over an hour waiting for somebody to answer. Nothing!
I started their online trouble shooter, which eventually said they would look in to it but if I needed an engineer, it could cost me etc.
Nothing happened, online ticket still being ignored even after I added a couple more comments to it.
Finally on 22nd Dec I called up and got through. Told them I`d had enough and just to cancel it. The woman on the phone wasnt too bothered, finally got it all cancelled and I`m hopefully rid of this horrible service. (or non service)
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-04
- Comments
-
This was the worst experience I have had in several years of switching Broadband providers. I left JL after one year in November to another provider : they have continued to bill me via direct debit six weeks after the service was closed with no explanation about why they are continuing to take money. The only way to stop this has been to instruct the bank to cancel any further payments to John Lewis .
Once the account was technically closed on 21st November, any method of contact about the account disappears leaving only the option of a call centre looked after by Plusnet. I have now done this explaining the situation three times which is frustrating. Despite three phone calls of getting on for one hour, this is still not sorted. Very poor customer service John Lewis and PLusnet .
- Location
-
- Location
- Cheltenham
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-11
- Comments
-
I have an intermittent drop out on my fibre broadband which can go off for minutes or hours at a time. Despite complaining since mid January I am getting nowhere and have been chronically told different stories. Clearly JL admit they can see the drop out but 4 engineers from Open Reach can find no fault. I appreciate open reach servive poor but I have been lied to by JL as well. The engineer this week sought permission via his supervisor to replace my master socket which remains in bits since the last phone complaint as this has made things more stable. Said had to go back to JL for permission. Next day I am called to say fault closed! On further enquiry I find they have not had anything back from OpenReach and I have to wait till 4pm today for response. This morning I have email to say fault sorted! A miracle as my socket still in bits. Someone is lying and I am fed up. I expected much more for the John Lewis brand
- 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.