806 Customer Reviews over 21 pages
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-29
- Comments
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Terrible connection (often nothing). Ridiculously poor customer service and serious lack of care and THEIR legal responsibility to resolve things yet they still think you should keep paying them! Stay clear everyone is my earnest advice!!
- Location
-
- Location
- St. Briavels, Gloucestershire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-01
- Comments
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I have had 3 breakdowns in broadband and telephone in
December. Impossible to even get through to JL - I tried at different times throughout 3 days and the recording said a 30 minute response time. With poor mobile reception there was no chance of getting through. I had to resort to snail mail to ask them to register the fact that I had no broadband or telephone. I got a letter back saying they would respond within 7 - 10 days!!
I changed to John Lewis as I have a JL credit card and
have always had excellent service when dealing with them. I shall have to change to someone else.
I cannot believe that John Lewis themselves are doing nothing to rectify this enormous problem. They are ruining their good reputation.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-11
- Comments
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I never usually write reviews but JL broadband had such abysmal service. It took nearly 2 months for JL to set up my broadband and landline provision even though it was supposed to be a simple port over from my previous supplier. This left me with no internet service for over a month. I had to keep chasing them to find out what was going on and each time I got a different excuse. Twice my order was mysteriously cancelled mid way through the process! Although polite, he customer service staff didn’t have a clue about what was going on.
I’ve now gone back to my previous provider even though JL have the gall to charge an early termination fee! . Will never use them again.
- Location
-
- Location
- East sussex
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-20
- Comments
-
I can’t Believe how bad John Lewis has been ,the Internet is absolutely awful ,Customer service no help at all, said if I want to cancel they will charge me £73 even though they say if it’s their fault they will cancel you free of charge, iv been told To unscrew the socket from the wall I’ve never gone through anything like this before , Also telling me they have 30 days to resolve the problem so basically I’m still paying them but have no Internet for 30 days never heard anything like it I have now paid To come out of the contract I definitely definitely do not recommend John Lewis to anybody.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-18
- Comments
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1 star is to much. 0 stars would have been more appropriate. Rubbish customer service. Rubbish, unreliable, slow service. I had 26 engineer visits during my 18months with this shambles of a company. And, now, I am being hit with a 'cessation charge' because I moved house and am getting my services from Virgin Media. AVOID AVOID AVOID, this company.
- Location
-
- Location
- Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-01-19
- Comments
-
Unbelievable - the worse experience we have ever had!
We have been without viable phone and broadband for 1+1/2 months (now fixed...), and the support from John Lewis has been awful.
Honestly, DO NOT USE THEM!
We have had promise after promise - broken.
Promise call backs - never made.
Promised fixes - never materialised.
And the time spent hanging on the phone waiting for them to answer is worse than calling support based in India! And that was a major reason for going with John Lewis in the first place - UK based support, and the John Lewis name, which is normally associated with good support!
We are very, very upset and annoyed with the whole experience.
- Location
-
- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-05
- Comments
-
Worst ever.... I have been on phone waiting for their customer service for more than a hour. I chose John Lewis broad band because of their coustomer services in their department stores but I’m quite sure their broadband hasn’t got anything to do with that!
- Location
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- Location
- west bromwich
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-29
- Comments
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My 70 year old Mother cancelled with John Lewis and they tried to say that she hadn't..the customer service team were rude,aggressive and down right ignorant..eventually telling her she would be charged and cut off so she wouldn't have a phone for two weeks..nothing more than bullying which caused her upset..she's now waiting for reconnection to bt..John Lewis your a disgrace..
- Location
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- Location
- Coalville
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-28
- Comments
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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
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-27
- Comments
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I was locked out of my waitrose e-mail and no-one was able to help. I run a B and B and lost customers .
They are HOPELESS don't use them or John Lewis
I have had a truly terrible time.
- Location
-
- Location
- South West
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-09
- Comments
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Called John Lewis to sign up for £20 a month broadband deal a couple of weeks ago. Heard nothing. Called back and they have no record of my call whatsoever, even when I give them the user name they insisted I set up. Thought I'd give them the benefit of the doubt, but when I try to sign up again the deal is no longer available and the monthly payments have gone up. Guess I'll stick with B.T., they may be expensive but at least the customer service has been good.
- Location
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- Location
- Central Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-10
- Comments
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taken money, no broadband and impossible to get money back! absolutely appalling. they got all my details wrong despite many repetitions(other than my card details funnily enough) took money out of my account, no communication from them as they took down wrong email , name etc....... ??? essentially stole £29 of my money , i cancelled when they were unable to fix my name, email etc on the account. they also promised switch over would happen on weekend then this wasn't possible( they just said what we wanted to hear so they could get a sale) don't be fooled by the British call centres since the people do not want to help and are very difficult to communicate with! I have made 10 phone calls over the last 2 weeks in an attempt to get through to someone with a brain cell who can help me. i'm polite on the phone to them but it is really frustrating they come up with all sorts of excuses as to why they can't refund (no access to a system until after 5 pm? they can only refund with a cheque but need authorized by a very senior person who is never available) Many of the call centre staff do not have a good grasp of english and have no desire to help customers. they'll promise a call back from a manager but then they never call back... one manager did call eventually but said he couldn't access the system and promised to call back .... i doubt i'll get my money back - ive heard some people have to wait weeks. thiefs. if a person walked into John lewis and shoplifted they'd get done. Why is it ok to nick people's money John scammy lewis?
- Location
-
- Location
- HALSTEAD
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-24
- Comments
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Most of the time download speed is below 0.3 mbs Has been below 010mbs.
Impossible to view even low resolution videos. Emails with attachments often time out. It's probably due to a poor telephone line, but it's still john lewis's responsibility!
- Location
-
- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-08
- Comments
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One star is exactly one star too many for this absolutely inadequate, good for nothing, unprofessional "broadband" provider. John Lewis may be a very good department store but they should not be selling broadband and internet services, as they do not have a slightest clue what they are doing. Their own online bill payment system has not been working since September 2019. They cannot put their own house in order, how can one expect them to provide a broadband service, the word, which many or whose, who answer the phone cannot even spell. Extremely poor. absolutely rubbish customer support, non existent service, dial-up speeds on their so called "fibre broadband." Avoid at any cost, as you would a deadly disease. Shame on John Lewis!
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-22
- Comments
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Horrific. I was taken in by the John Lewis brand reputation. Stupid of me. Incredibly slow. No help. A daily phone call about speeds. Just awful.
- Location
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- Location
- Stamdfor Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-27
- Comments
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John Lewis Customer Service????? Clearly this doesn't apply to their Broadband. I had a problem with my Broadband Service continually dropping the connection (this is after being with JL for 3 Months). I informed technical help that it was a Router Issue. I was told I needed to agree to an Engineers Visit at £65.00, this I reluctantly did. Engineer arrived checked line etc and told me it was a Router problem. A new Router was sent to me. I have now been presented with a bill for the Engineer's visit despite being continually reassured that this would not happen. I rang today to be told you have to pay for the visit and we will credit the charge back to your account. #2monthsbeforeican leavethesecowboys
- Location
-
- Location
- Wrexham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-05
- Comments
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Absolutely terrible customer service. I applied for a broadband/phone deal and, 3 days after applying, was informed that my application had been rejected. I immediately cancelled the application and was told that my £25 delivery fee would be refunded. 18 days later I have been contacted to say that a cheque has been processed, but this could take up to a further 2 weeks to arrive. Their responses to my numerous emails on their on-line "Query' system reads like a comedy. Anyone considering a John Lewis/Plusnet broadband package has to be insane. I certainly won't consider them for anything in the future
- 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
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-15
- Comments
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Changed from Talktalk hoping for better service, its worse! On changeover they killed my phone line. Speeds are slower. Router frequently crashes. When I changed my direct debit they failed to process it and cut me off. Avoid at all costs.
- Location
-
- Location
- Crowborough
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-27
- Comments
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Quite an unbelievably bad service all round. Shocking broadband connection. Appalling and aggressive customer service. Incompetent resolutions team. Still sending threatening debt recovery letters (latest one for £3) despite having had the case ‘closed’. Our household, family and friends will never shop with John Lewis again because of this.
- Location
-
- Location
- Letchworth
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-12
- Comments
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Absolutely appalling. Have now been two days with no mail. Managed to get some this morning but no attachments downloaded. Changing to gmail. Don’t touch this with a barge pole.
- 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
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- Location
- Brighton
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-19
- Comments
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Avoid! Unable to answer any questions, waiting on BT constantly for answers! John Lewis is plusnet who use bt! Just use BT, so much easier.
- Location
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- Location
- Plymouth
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-20
- Comments
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Same as all the others...dreadful nonexistent service. List my initial order so it took over 3 weeks to get connected...only it then didn't work. Takes an hour to get through to support...they then cant fix it and font call back as promised. Needed an Openreach engineer eventually who commented theyd turned the speed right down. A week later, after several drop outs and a painfully slow service.. apparently I shouldn't expect to rely on wifi!!!...I have no internet and they think a faulty router. I'm off to EE to buy their mobile internet. ADVISE NOBODY USES JOHN LEWIS INTERNET...well actually you cant as it doesnt work!
- 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
- highlans
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
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Rubbish Customer Service! It is a big con - you THINK it is all with John Lewis and their values? In the provision of Broadband and phone services, it is PLUSNET - who ARE rubbish!. By association, John Lewis are rubbish indeed worse than that, they mislead you on matters of service provision.
- Location
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- Location
- Slough
- Reviewing
- John Lewis Broadband
- Date
- 2022-03-24
- Comments
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Stay away don't even bother from the first day I had the broadband never worked I had two engineers who said to me it won't work.After many weeks of trying I have given up ,the speed is absolutely Awefull, stay away from this
- Location
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- Location
- Ramsgate
- Reviewing
- John Lewis Broadband
- Date
- 2021-04-15
- Comments
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I changed to John Lewis on 7 April. No broadband after 4 days, so I cancelled the contract. I was told this will cost me £80 cancellation fee.
- Location
-
- 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
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-26
- Comments
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Absolutely the worst Broadband I have ever had. Stopped being able to reach the end room of my small flat within 2 months, painfully slow even in the living room where the box is and customer service either don't pick up the phone or don't respond to my queries online. Completely shocking.
- Location
-
- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-18
- Comments
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I'm a new customer. It has never worked. Impossible to get Support phone answered. All help is internet based - I have no internet. Only phone line that gets answered is for new sales. Draw your own conclusions.
- Location
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-30
- Comments
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Changed from existing provider to John Lewis Broadband as on paper seemed better value for money. However, this was not the case. Paid by credit card but John Lewis Broadband, delivered by Plusnet, failed to undertake the transfer. They were being upgraded. Repeated contact with different call centre individuals resulted in no real action. Then realised with John Lewis directly, and refund was obtained by cheque. Another delaying tactic.
Advice AVOID AT ALL COSTS - poor practice, unreliable in service terms and not value for money. In short John Lewis' broad band is being delivered by PLusnet who are giving the retail chain a poor name, reputation and image.
- Location
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-22
- Comments
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Started account early May 2018 because liked price but now NOT satisfied with service, Direct debit notice Not given (DD Guarantee states 10 days notice to be given when price difference (as prices of differ each month 10 days notice must be given each month, and NOT allowed to collect before set due date 5 months 5 different pay dates, and always taken before due date),speed (download 17 Mbps upload 1.2 Mbps)Customer service, unaware of product, DD rules, and the ability to communicate, overall cheap get what you pay for, no get less for what is paid for, My advice leave alone if you have not got the time to give them hassle, or of a nervous disposition, my score is 0, 0, 0, 0.
- Location
-
- Location
- Tewkesbury
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-13
- Comments
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What a nightmare ! If only I checked other reviews first !
Trusted the name stupidly.
Very poor broadband speed ,despite great speed before with BT.
Terrible customer and technical service too, and they want to charge me for leaving !
- 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
-
- Location
- Halesworth
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-25
- Comments
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Have been a customer for phone/broadband for a few years with no problems. However, this all changed when I tried to upgrade my connection to fibre. Placed my order on 3rd June and as of today, (25th June)I have, at the moment no internet whatsoever. It is too painful to re-live the problems here but briefly, after activation, (which was late due to the order being incorrectly cancelled at their end|), my speed dropped from 1.7 mgps (ordinary broadband) to 0.4 mgps, ('fast fibre'). I have contacted John Lewis every day for the past 3 weeks; I have always been the one who has needed to be pro-active otherwise we wouldn't have even got this far. As we all know, John Lewis ride on the back of PLusnet, who are currently doing all they can to trash the brand. My only hope is that this continues for another week or so and my contract will become cancellable due to their inability to provide the promised product.
- Location
-
- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-03
- Comments
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My worst nightmare. July 21 agreed phone/fibre for 4 Aug. 6 Aug told no fibre until 6 Sep. Tried to change back to TT; they prevented it. Now expect to change 16 Oct, when 4 Oct promised. Broadband fails daily; emails never transmit. Tried to charge 12 months canx fee only day after I was told of fibre date. Their emails never worked, still using old one. Often take my phone/computer to stores,pubs, McD's, etc. to use broadband. Customer Service? useless. Average wait is 30 minutes to talk to someone in tech or CS. Today got email for new broadband contract I didn't request. Left hand never talks to right hand? They really deserve ZERO stars for what I have received. If you ever use house phone and broadband, get another provider.
- Location
-
- Location
- sOMERSET
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-12
- Comments
-
I’ve been a householder for over 45 years and have never experienced such appalling service before. Incorrect bills are the monthly norm, hours waiting for customer service to answer the phone, whilst being forced to listen to the loudest and worst on hold music I’ve ever experienced. They are forever demanding money that is not owed, and just when you think you have finally sorted the problem, another on crops up
John Lewis Broadband is run by Plusnet, and if you have any problems, you are dealing with Plusnet. And it’s no good trying to complain to John Lewis head office – they just tell you to contact Plusnet who are absolutely appalling.
The whole thing is a complete con, John Lewis is an absolute disgrace – Don’t have anything to do with these cowboys!
- Location
-
- Location
- Ringwood
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-24
- Comments
-
Terrible customer service. Delayed installation of broadband for over a month so ended up cancelling and going with another provider.
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-20
- Comments
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If you thought the Broadband service was bad, just wait until you try to leave. Despite being out of contract I have been incorrectly billed on THREE occasions, and my complaints have been escalated to at least three departments. The phrase "How many staff does it take to change a light bulb" certainly applies here. Regret not able to leave less than 1 star. Customer service is abysmal Avoid at all costs
- 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.