806 Customer Reviews over 21 pages
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- Location
- Lochinver, Sutherland
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-12
- Comments
-
Still in the process of getting connected. Just received an email referring to 'my Query' (plus ref number) re have I received my router ?. I didn't submit a query - turns out 'my' query was generated by them. The email then asks me to confirm receipt 'by replying to this message'. Two lines down it says 'We're happy to hear from you, but instead of replying to this email please use "Contact us"' (with a link elsewhere.)
One minute later I receive another email saying that since they are unable to answer my Contact Us Query it is now on hold for 3 days.
Like something out of Kafka. The Tech lad I phoned was blissfully unconcerned.
Do John Lewis know their hard earned reputation is going down the toilet, as a result of this ill-advised diversification and the use of third party provider ?
- Location
-
- Location
- Oxfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-15
- Comments
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I have never got the speed which is shown as the minimum. When they send someone out to look at issues no one ever seems to come. The customer services are closed more than they are open despite a 24/7 service stated on support pages.
Just go somewhere else!
- Location
-
- Location
- Isle of Wight
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-16
- Comments
-
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
- LOWESTOFT
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-26
- Comments
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After continual excuses and apologies for failing to connect my broadband the company have now admitted fault, previously blaming BTOpenreach. Dismal customer service, broken promises, on live complaint/query system ineffective, they close requests if they are showing the company in a negative manner. If you were thinking of using them, my advice is don't. I still have no internet 5 days later.
- Location
-
- Location
- Malvern
- Reviewing
- John Lewis Broadband
- Date
- 2014-08-10
- Comments
-
OK as long as you don't need customer service. They locked me out of their email account due to a problem they discovered. A 15 minute wait on the phone (not too bad I suppose). New password issued. Tried to log in but it didn't work. Another call to "customer services". I was ot typing it in wrong so transferred to tec services. 45 mins later my battery dies. As I'm up at 5am I thought I would get through. High call volumes at 5AM !. By 6 AM my phone died. Saga continues...... John Lewis seems to have joined the race to the bottom that is UK customer services. We've had your money now sod off.
- Location
-
- Location
- Tiverton
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-11
- Comments
-
Cancelled TalkTalk and the JL router didn't work so no internet for 6 days. Lost £kkk's in business and they gave £10 compensation.
- 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
- Home broadband
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-25
- Comments
-
How can anything be linked to John. Lewis that is so poor at basic customer service !
Told my speed between 6-17 mbs was only 10.7mbs which in their eyes is more than acceptable - funny they won’t reflect this range in their prices
They refuse to fix speed problems, I was advised by tech support that as my telephone point switch was an issue to remove the front cover and has been like this ever since
Told by tech support that a new router may not fix issue but have to sign a new contract to even try
Can anyone recommend anyone better than these cowboys?
- Location
-
- Location
- ROYSTON
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-02
- Comments
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Engineers failed to show up on 3 separate occasions and then tried to quietly cancel my order.
Customer service showed complete apathy for the situation and tried to book a fourth appointment without consulting me first and refused to re-imburse me for the days wasted.
Do not use these guys as a ISP, they are awful.
- Location
-
- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-11
- Comments
-
I've been with various different broadband companies over the years, with mixed results, but John Lewis Broadband, and by extension Plusnet, the actaul provider, are without a doubt the worst provider I have ever seen.The speed is incredibly unreliable, constantly fluctuating an average of 5mbps to 0.2mbps in the space of minutes, having short periods of stability followed by days or weeks of abysmal service. Customer service is about as reliable as the network itself; it can take several days to get support, and when you do they always say the same thing about resetting things on their end, only for service to continue as normal... which is to say awful. I'm lucky enough to be the only member of my household who has managed to get a wired connection to my PC, and although that can reach decent speeds it will drop on a whim, and plans of gaming with friends can quickly devolve into disappointing night spent unable to connect to anything. The upoad speeds are so bad that attempting to upload anything, even small files like oictures and even long messages can cripple the entire service for several minutes. When trying to upload larger files the entire service is unuseable as it send your important files 1kb at a time; I almost failed an important university module when it took 6 hours to upload half of a 1.5gb file before the service cut out completely and it had to start again. Whether you want this service for work, school or leisure I can whole-heartedly reccomend you look elsewhere and forget that John lewis even supplies broadband... God knows they don't seem to remember themselves.
- Location
-
- Location
- Burnley
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-27
- Comments
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Joined in June, all ok with BB but they changed my phone number after assuring me it would stay the same.This was rectified after a week and I was told I would receive an account credit. Since then no bills produced and no payments taken from my account. No info on their website and no response to my online enquiry. Very poor and disappointing.
- Location
-
- Location
- Chichester
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-16
- Comments
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Two weeks in and I am really happy to have changed to JL from talktalk. As far as reliability is concerned, I see no difference and I am happy that it meets my needs.
Customer service is 100% better, I did need to contact them on the day I changed over and the problem was solved straight away by a very courteous young man. The change over was smooth ad clear, everything happened as they said it would.
I have only one complaint and that is the little booklet that came with the modem could have been better. I could see they had tried to make it straight forward but I think the problem is instruction books are written by people who wholly understand the product. It would be such a simple thing to do if they ran them past the sort of people who might have a problem. Quite inexcusable though, was the picture of putting the plug together, it was back to front! Having said that, I always seem to have a gripe with instruction manuals and if I wasn't retired would consider making it my job to put them all to rights!!
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-18
- Comments
-
After all the bad comments I was really worried by my decision to change from BT after years with them and increasing dissatisfaction. However one week in at this stage I can only say how pleased I have been with the handover process and the service so far. If anything the broadband speed seems to be a lot faster and more reliable but that may be because of an up to date router replacing the old BT one.
The actual handover was incredibly smooth. The router was delivered a few days before the actual date and the phone was transferred first thing in the morning on that date. The broadband took longer so I phoned mid afternoon just to check there were no problems. The phone was answered pretty much straightaway and I was assured by a very helpful gentleman that I would be connected by midnight - as stated in the documentation. This was the case. It was really easy to connect the new router following the clear instructions first thing the next morning and I then breathed a big sigh of relief. So far so good with no interruptions in the service.
Neither super fast nor fibre broadband are available in my area so I can't comment on the JL delivery of those services.
I don't use JL email nor have I had my first bill so that may be an issue ahead but for the moment I am really pleased that I changed to JL. I am saving myself over £20 per month compared to what I was paying previously.
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-04
- Comments
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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
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- Location
- Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-17
- Comments
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We have never been so disappointed in a utility company. JL BB offered us a BB package which they were unable to supply. I have been attempting to deal with this matter for weeks and today I finally realised they are willing to lie and cannot be trusted. Formal complaint made.
- Location
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- Location
- Swineshead
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-31
- Comments
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Awful signed up on 25/6/17 didn't get phone connected till12/7/17 was told box had been ordered and would arrive in next couple of days after many emails and phone calls and being constantly fobbed off box was actually ordered on the 18/7/17 not on the 12/7/17 broadband was then finally connected on the 25/7/17 so it has took a whole month of frustration lies from them to finally get connected to then be going so slow 5 minutes to open a page rang up yet again be told can take up to 3 days to reach speed 4 days passed still taking forever rang yet again to then be told takes 10 days . Asked about cancelling to be told you are passed your 14 days which apparently start from when you sign up not when you receive the services so you don't even get chance to see if they any good before you are into your contract .please avoid this company totally useless service customer service just lie and fob you off now stuck with a service that's useless but still paying for
- Location
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- Location
- Ipswich
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-24
- Comments
-
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
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- Location
- Kirdford
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
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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
- Richmond
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-15
- Comments
-
Unbelievably awful. We were due to move house TODAY and now have to stay put for another month, costing us thousands, because this dreadful company cannot have our broadband set up in our new home, despite having PROMISED to do so. My daughter has important exams and needs the internet during revision. We will now be moving house right in the middle of her exams. Their 'customer service' is just a load of platitudes. Why is an otherwise reputable brand destroying itself like this? Won't be buying from John Lewis, Waitrose etc. from now on. Avoid avoid avoid.....
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-11
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-11
- Comments
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What a shame that Plusnet who supply John Lewis broadband is giving John Lewis such a bad name. I know from being a John Lewis customer for years and have worked for the company that they do not treat their customers like I have experienced with Plusnet over the last 6 weeks that I have been with them. I only signed up with them because of John Lewis's good name and didn't know anything about Plusnet.
Plusnet add says 'We'll do you proud' No Plusnet, you don't. A note to John Lewis: Dump Plusnet and get a broadband and phone company that can deliver the standard of customer satisfaction that we have come to know and rely on with John Lewis.
- Location
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- Location
- West Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-26
- Comments
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Not sure how this works but used Waitrose webmail for years, mostly ok -easy to use etc but did sometimes keep logging you off. Something to do with the 'platform' it was on. Suggested use JL webmail same log in but hated it, so continued with Waitrose webmail until eventually it ceased.
JL webmail is rubbish, too complicated, tiny writing, hard to use etc etc etc
About time it was updated to something nice and simple to use and more reliable especially as so much is done by email now.
Would leave if it was easy to do!
- Location
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- 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
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- Location
- Penrith
- Reviewing
- John Lewis Broadband
- Date
- 2022-03-28
- Comments
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I would have given 5 stars for reliability of the consistency of the poor broadband speed and exceptionally poor customer service. Assistant after assistant tries (I suspect the system is the problem rather than the people) to do something and the easy option seems to be to bump it to the next billing date/openreach engineer visit and hope they can squeeze another month's payment out in the meantime. It is extraordinarilyl bad - I don't do reviews but am at my wit's end now and in the absence of any resolution from them over 5 months - I just need to share to release the frustration of being stuck with them not providing a minimum guaranteed speed at all (OR will agree but to JLB black is white). It is baffling. One thing that can be said though, is that they thoroughly deserve the accolade of being the joint worst provider in Which? 's current broadband services. Really do believe the poor reviews - ordinarily I might say decide for yourself, but this time - spare yourself the hassle.
- Location
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- Location
- High Wycombe
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-31
- Comments
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The customer service of JLB is a disgrace.
I called them 2 months in advance to move my broadband to my new apartment and they keep delaying my order and not telling me if they can install the broadband in time or not. They don't give customers straight answers about any queries just say sorry for the delay.
I thought if I call them in advance that will help to make sure that I won't stay without internet after moving but it seems like they are not capable of providing a good customer service.
- Location
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- Location
- dorset
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-13
- Comments
-
TERRIBLE experience. Had to chase to get it set up again and again. Finally live and 3 days later they "accidentally" cut me off - no phone no broadband! The support line has a wait time of minimum 30 mins but usually longer and I held for ages on 4 separate occasions. They couldn't reinstate the line for over a week due to their error. I've asked other providers and it will cost £59 to reinstate my line and I have to have a new number too - unbelievable inconvenience. Worst of all they just didn't care less. So now I have no BB for another 7 days!
Don't risk it with JLBB until they have got their act together!
- Location
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- Location
- West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-14
- Comments
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Signed up 1St March. They seemed to think I needed a new phone number, so queried that, no reply. 14 days later, no letter confirming transfer in, no router, no start date. Just cancelled my order now. Plusnet used to be good, clearly not any more. Steer clear.
- Location
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- Location
- Stirlingshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-01
- Comments
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Absolutely dire service from John lewis. I've been getting speeds of 0.3 for 3 weeks now with no resolution of the fault. Customer service team are pleasant to deal with but so far have totally failed to fix the fault. They seem to put the query on hold every few days which adds further delays.
- Location
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- Location
- Carnforth
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-16
- Comments
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Broadband as supplied was fine and as expected. No issues during the initial 12 months. But once out of contract the price rose by 25% so I looked elsewhere. Found a much cheaper provider and moved. Noticed several months later that no refund had been made on the last months overpayment. Had to check bank statements, find my old broadband account details etc. Rang up Plusnet, the JL provider and was given some half baked tale about why the money hadn’t come through. A cheque has now been received. I urge all leavers to check they have had any monies due. JL distances themselves from the problem. JL clearly Happy to take Plusnets cash for the name association, but not willing to take the flack from the same association. Shame on JL. I expect nothing better from Plusnet.
- Location
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- Location
- eastbourne
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-01
- Comments
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Very poor customer service,very hard to speak to anyone emails go unanswered so leaving them.
- Location
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- Location
- Builth Wells
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-25
- Location
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- Location
- Builth Wells
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-25
- Comments
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So disappointed, customer support seem to be trying, 9 queries logged now, no action taken, their website is not fit for purpose, only shows grey page when looking for itemised landline calls, they have to send me hard copy of same before I'm prepared to pay them, cancelled my 12 month contract with them(what a performance!),so disappointed.
- Location
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- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-09
- Comments
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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
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-27
- Comments
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I ordered JL fibre broadband on 10 August and was told that my broadband would transfer from BT to JL on 24 August. 21 August arrived with no router and no notification that the router had been sent. I phoned JL customer service to be told that the automatic router ordering process had failed. Apparently this was a known problem and JL were working on it (in which case why did JL not put a manual fail-safe in place until the automatic process was fixed?) I was told that the router would be sent out immediately but that it would take up to 5 working days to arrive. That would have been four days after the transfer date and it would have meant a Bank Holiday weekend with no broadband. If a company screwed up this badly before the service even started, it didn't bode well for the future, so I cancelled the order. Customer service were efficient enough when I contracted them; but they seemed totally disinterested in the fact that their (or more likely Plusnet's) systems were so unreliable.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-25
- Comments
-
Terrible - avoid. The connection has been consistently poor. Often disconnects for no reason, Skype calls a nightmare. Upload speed virtually non existent. Switched to quality fibre provider now and the difference is astounding. Customer service poor - JL claim they never received our order to change suppliers despite BT engineer coming out to switch on new provider. We are effectively paying 2 suppliers for 2 months and despite repeated phone calls I cannot get this resolved unless I pay an additional £25 disconnection fee! Surprised that the John Lewis brand has such poor customer service.
- Location
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- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2022-03-19
- Comments
-
I signed up for broadband on 10th March 2022. Late evening of 10th March I got a text saying there was a problem to contact you lines were closed so I had to wait until the next day. I was made to believe the matter was resolved until Wednesday 16th March when I got another message to say there was yet another problem. I again had to telephone where I was told my land line was a different sort to what JohnLewis use so my order had been cancelled and upon calling a new order was placed. Then today 19th March a further message relating to yet another problem… this isn’t looking good lines are not open on a weekend so I now have to wait until Monday to try and resolve the issue. It should be three strikes but we will see. When my service should be going live from signing up it is looking like the order keeps being cancelled and resigned from JohnLewis side. it is just constant delay and hassle I could do without.
- Location
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- Location
- Newcastle
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-11
- Comments
-
Switched to JL one month ago. Everything fine till last week when broadband stopped suddenly. I was using my own router so plugged theirs in and still no internet. They sent bt engineer on premise if it was internal problem I would be charged £65.
Broadband came after 5 days and was in house for 4hrs till finally I've said nothing wrong with their end and to contact JL stating their had been a few problems in the last couple of days with JL despite teaffic from house to openreach being perfect, and suspected JL had changed/deleted usernames or passwords which allowed access to bt network.I rang JL and advised them of this and he generated new password for me to enter into router admin pages and voila it was fixed thanks to my intervention and thoughts of the bt engineer.
However, next day I had no broadband so rang up and was told there was no issue as it was fixed. I advised the router had no broadband lights on meaning there was no traffic at all and after he read his notes said that JL had authorized bt to cease and restart the service to try and fix. Obviously the rep I spoke to forgot to update the account stating it was fixed so now have to wait 5 days for a new line, when there was nothing wrong. Absolutely useless and technical supervisors narrow minded not to accept their ineptness. Luckily I was on a monthly rolling contact so BYE bye JL.
- 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
- Islington
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-07
- Comments
-
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
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-09
- Comments
-
Moved from Virgin to JL. As well as everything above they actually answer the phone quickly and actually get back to you if there's a problem. So refreshing after terrible service from Virgin.
- Location
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