806 Customer Reviews over 21 pages
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- 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
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- Location
- Downpatrick
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-18
- Comments
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Stay away from them 1 month still no broadband the date it was meant to be turned on still didn't work said there was a problem with my line and that an engineer was calling out I took a day off work and the engineer didn't show phoned them they said he changed the date and they could of told me I cancelled the broadband service and they still took money from my account I went with ee broadband two weeks broadbands in and working great
- Location
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- Location
- Trowbridge
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-09
- Comments
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Broadband speed is attrocious with frequent drop outs. Customer service unable to rectify this. Enough, i'm off to find another supplier.
- Location
-
- Location
- Leicester
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-06
- Comments
-
Without doubt absolutely the worst broadband I have ever had.Granted I am still within the 10 day start up period but it crashes regularly, it is unbelievably slow and if I try and use more than one device at the same time then they are both useless. If it doesn`t improve after the 10 day period then I will cancel.Don't go near JL broadband.
- Location
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- Location
- Newmarket
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-23
- Comments
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Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.
Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.
On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.
This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.
I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
- Location
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- Location
- Newmarket
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-23
- Comments
-
Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.
Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.
On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.
This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.
I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
- Location
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- Location
- Horley
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-21
- Comments
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Agree with the poor reviews. Customer service is abysmal, never contact you before the 24 hours are up. I didn't know before I signed up that it was run by PlusNet (owned by BT) had bad experiences with them in the past and resorted to legal and obtained compensation.
- Location
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- Location
- staffs
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-18
- Comments
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Please believe the poor reviews you read here. I have never before left a review but this one needed doing. Two days before I was due to move over to John Lewis I still hadn't received a modem so I rang them. Without boring you with all the details, they had cancelled my broadband with BT, but then found they could not supply me wit internet. Never bothered to tell me this, never bothered to cancel their contract with BT and have left me with no internet and no provider. If you choose to ignore all the poor reviews you may like me deeply regret it.
- Location
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- Location
- Scarisbrick
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-14
- Comments
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When I first signed up they failed to supply broadband on the agreed date . We waited 5 days for connection 4 months into the contract we now have a fault no broadband for 6 days complete joke.
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-13
- Comments
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Absolutely useless. Thought I was signing up to a company with a good customer service. Instead its Plusnet with a different name but with all of their dreadful service. They care nothing about the customer, do everything wrong (eg try to sign me up a week before I move, connect to the wrong property and so on). Plusnet, TalkTalk and John Lewis Broadband are all terrible: pick one of the smaller suppliers if possible (sadly they don't cover this location).
- Location
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- Location
- Romford
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-07
- Comments
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Truly, a terrible service. Support staff are pleasant, but have no answer to continual service failures, and download speeds constantly below 2.0 Lowest speed recorded 0.29 And this in Greater London. During previous failures, they had me co-operating in various on-site tests, without finding any fault. Now they want to do it again. I'm on the brink of simply cancelling my direct debit, in effect challenging them sue me in the county court. I'll be good and ready.
- Location
-
- Location
- Decon
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-05
- Comments
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if you are using an ISP than used openreach, there won't be much of difference in performance
what set them apart is the quality of the router and their customer service.
unfortunatly for john lewis though their customer service is very good (should be after all they are using plus net staff) their router is next to useless.
unless you are using a wired connection and even then only got once device connected you will have problems.
broadband works fine if you use a decent router either directy or connect wire device to their router.
having tried a few routers (have a box full from over years) you can get better performance with a bargin basement router from likes of amazon then with the provided john lew router
- Location
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- Location
- Lonson
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-03
- Comments
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I have had a Waitrose email address for many, many years. There was no problem until JL used PlusNet and instead of a Waitrose webmail site I was directed to the webmail John Lewis broadband page/site. On the previous Waitrose webmail (intuitive interface) I could easily delete emails from my inbox to free up space. This has been impossible with the new site. At present I have had no incoming mail for four days, the webmail shows almost 2,000 messages and 100% full. Three calls to 'support' and an email and still no action or reply. As soon as this is sorted I am going to change provider.
This is not up to John Lewis standards and very disappointing.
- Location
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- Location
- Retford
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-02
- Comments
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I agree with previous comments, John Lewis should break their association with Plusnet. The customer service is DIABOLICAL absolutely not what one is used to with John Lewis. The call handlers are rude, surly and ignorant. Avoid at all costs
- Location
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- Location
- Caithness
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-01
- Comments
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Had JL broadband for a year. Broadband was extremely slow in the evening towards end of contract. Customer service was good when I needed to contact them about technical problems. However the billing department is inept. My final bill was vague, so I asked for an itemised bill so I could see what I was paying for. After six weeks I'm still waiting despite numerous reminders. Rather than provide the information they passed the bill to a collection agency. Promised phone calls but they never call. Overall I would avoid.
- Location
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- Location
- Swindon
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-01
- Location
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- Location
- Hereford
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-28
- Comments
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Astonishingly poor. Like others here service suddenly lost due to a network issue..not line. Long meaningless illogical discussion with JL..reset etc etc. Then just it was a network fault and you end up in online ticket system which they just ignore and delete. You can can only respond online ..but you have no service to do so.
Just demand you pay but will not provide any service.
- Location
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- Location
- Faversham
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-19
- Comments
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Nothing wrong with the Broadband supplied ! Its pretty good. But they encourage you to contact them by online Query form , that says they will reply in 24 hours , But they don't , 5 days and counting !
- Location
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- Location
- Liss
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-11
- Comments
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I made the switch a couple of weeks ago as BT so expensive now. Seamless transition despite a problem with BT having my postcode wrong which delayed JL picking up my account. Phoned the JL hotline about 4 times to check that BT was sorting things out and every time the call was answered promptly and by knowledgeable staff. After trying to do a deal with BT to improve their pricing they finally matched the JL deal a couple of days before my transfer, but I’m glad I told them to get lost as I’ve doubled my download and upload speed and the new router does not need rebooting every few days, which the BT one did. Very Happy. New Router worked as soon as JL sent email to say it was ready.
- Location
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- Location
- Newcastle
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-11
- Comments
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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
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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
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-06
- Comments
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Dear John Lewis, please separate yourselves from JL Broadband. I'm so sad that you have ruined the good name of your store by associating yourselves with PlusNet. I recently switched to JL Broadband from BT partly because of competitive price but mainly on the basis of the John Lewis brand and an expectation of exceptional customer service. How wrong was I. I urge anyone thinking of switching to JL Broadband to avoid this at all cost. Reasons: complete failure to switch on our broadband service on the first day of the contract (BT had switched it off, so we were without broadband for a few days); failure to send out a router so that it arrived before the switch over date; customer service and technical helpline people who were the most incompetent I have encountered in quite some time (example: when eventually up an running on the internet, the max speed I could get was 0.41mbps, yes, only 0.41. The week before with BT it was 3mbps (not great but very acceptable where I am in Devon (rural). The Technical Support chap I spoke to could only say: "Oh, that's unusual, I don't know what to do about that, yes, really unusual and beyond me". I asked what he would do next and he said "I don't really know, I don't have the ability to resolve this one". I had to really push him to escalate it, and whilst he raised a ticket online, I heard nothing more for a few days so I chased. No one was actioning anything. Instead they managed to lower my speed today to 0.16mbps). I give up - I will now try my best to cancel this onerous 12m contract but having read other reviews I suspect this could be quite a challenge. John Lewis - if anyone from your wonderful organisation is reading this, please remove yourselves from this ridiculous arrangement with PlusNet.
- Location
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- Location
- Cardiff
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-03
- Comments
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I take the engineers about a month to install the broadband. You pay one month for nothing. When you put your order they suggest times within a week. Very disappointing! The reason I chose them over BT is that they offer the service for only 12 month instead of 18.
- Location
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- Location
- Doncaster
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-02
- Comments
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I have just moved to a new supplier after a one year contract with John Lewis was over. I couldn't wait to leave.
From the outset, they botched the transfer when I first joined, leaving me without internet. The claimed superfast broadband was woeful - slow, unreliable and expensive. Despite several online customer support requests, they just did not help or appear remotely interested. After telephoning to inform them I would be leaving and now being with a new supplier, they have just sent me another bill - two hours on the phone to them yesterday to try and sort it out and it’s still not resolved - utterly incompetent. They do not reflect the good name that John Lewis, the retailer, has. This is Plusnet in all but name. I would not recommend John Lewis broadband at all and I’m glad to see the back of them.
- Location
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- Location
- NEWPORT
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-31
- Comments
-
SUPER FAST FIBER customer service nil,connection goes every morning,when it comes on again it is poor,contacted them,they replied back that if it was found to be my equipment or internal wiring,they would charge me £50,I have since found out they are PLUSNET who I was once a customer,left them because of there poor service,only to end up with them again under a different name ,stay clear youve been warned
- Location
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- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-27
- Comments
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I've been very frustrated with customer support from JL. They just don't seem to make it easy to get issues resolved in the shortest possible timeframe. I know it isn't deliberate - they are all nice enough to speak with on the phone but seem to lack any gumption or purpose to get the job done right or even follow up on time to current issues.
Even when I registered an official complaint before Xmas about the poor service, the ticket expired without anyone contacting me. I half expect that it’s in the hope that customers will forget and won’t bother them again although I do hope I am wrong here.
People should also know that this isn’t the real John Lewis that you deal with btw, it’s Plusnet who are delivering the service on behalf of John Lewis so for anyone about to sign up, don’t think you’ll be getting the legendary JL customer service when you have a problem because you definitely won’t.
Just to balance things up a bit, I should say that the service, when it works, is quite good and the prices are quite competitive too, but heaven help you if you ever run into a problem because it can take weeks before a resolution is found.
- Location
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- Location
- Crosskeys, Wales
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-26
- Comments
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JohnLewis botched the transfer from Sky which meant I spent 3 weeks with no phone or internet access whatsoever. When it finally got up and running there was no apology or any attempt at compensation. For most of my year with them, the service was acceptable until a month ago when my speed dropped from 6Mbps to 2 and has been pretty much unusable ever since. I logged a service call and got an automatic email saying someone would be in touch in 24 hours. A week later and I'm still waiting. Currently waiting to transfer to BT
- Location
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- Location
- King's Lynn
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-26
- Comments
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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
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- Location
- Isle of Skye
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-24
- Comments
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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
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- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-22
- Comments
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i recently moved my phone and broadband providor from BT to John Lewis. Less expensive and a no stress faultless changeover. Thank you John Lewis.
- Location
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- Location
- WALLSEND
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-20
- Comments
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This is the most problematic braodband service I have ever had, I'm trapped in the contract, the service has never been consistent since it was installed 3 months ago I am on ZyXEL router number three and I've had 10 - yes 10, BT Openreach engineers at my property trying to reslove the problem. BT say it's not their fault and John Lewis say it's not theres, I'm stuck in he middle with John Lewis threatening me if I don't pay my month bill.
- Location
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- Location
- East Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-19
- Comments
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Decided to leave BT as prices are getting silly, particularly for loyal customers.
Switched today - and this was totally seamless, not one problem. Router delivered 2 days ago. So far, very good, and have not even had to phone JL customer services. I am not particularly IT savvy, so if I can do it, anybody could!
- Location
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- Location
- Haslemere, Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-16
- Comments
-
Ongoing issues with patchy broadband for months, never resolved by John Lewis. Often lengthy wait to get through to customer service, many different and inconsistent answers given as to why we have such poor speeds at times. No resolution of issue and still going to local cafe to send emails with attachments. Bad communication, arrogant and unhelpful tech staff. Avoid if you can.
- Location
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- Location
- Farnham
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-08
- Comments
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I've been on the John Lewis Fibre Extra package (76Mbps) for little over a year now. The only fault in that time was at the beginning when I wasn't getting the speed I had expected (fast, but not fast enough). It took a couple of visits from an engineer to address the issue, but John Lewis didn't give up in their attempt to deliver the maximum possible speed for me. English speaking staff, regular online status updates and prompt action (as opposed to other broadband providers I've been with) put John Lewis out on top.
Apart from the little hiccup at the beginning, the speed has been consistent throughout the year and I've had no unexpected drops in my connection.
Good customer service is a must for me and I'm willing to pay a little extra to get it - shall be renewing my contract today.
- Location
-
- 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
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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
- bolton
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-30
- Comments
-
Applied online to change from BT early Dec for 4 jan switchover After initial sign up and payment, heard nothing. Been on phone and email most days of this week as no router sent. Their system poor and my order was causing tech problems in provisioning dept. Still no sign of switchover date and router arrived today. NOT happy and back to BT as no time to shop around for switch over and bothered by unreliable serviceonly providers. John Lewis systems that issue contracts, take payment and shut down accounts are working just fine.
- Location
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- Location
- Sanquhar
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-26
- Comments
-
Switched over from BT due to BT price hikes. On the switch over day was left without broadband, but on phoning the following morning it was quickly sorted out. Also unfortunately the router didn't arrive until the day after that. Once all connected its been fine, the supplied router connected at a higher speed than the old BT HomeHub4, now connected at a better speed than I have had for 6 years. If they'd made a better start I would have been entirely happy.
- Location
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- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-23
- Comments
-
Got off to a rocky start when it took over a week to fix connection issues then was ok for a while until we starting having lots of dropped connection problems and very poor speeds in normal hours and practically non-existent speed during peak hours. Would NOT recommend. Heading over to BT next month I'd rather pay more and have good speed than put up with a dial-up-slow connection
- Location
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- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-22
- Comments
-
Ordered John Lewis after BT put their prices up. Can’t fault the service, couldn’t connect at first but a quick call to their Helpdesk and it was quickly sorted.
- 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.