806 Customer Reviews over 21 pages
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- Location
- cardiff
- Reviewing
- John Lewis Broadband
- Date
- 2016-04-10
- Comments
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Absolute rubbish. Broadband speed is like a snail . Constant problem with being disconnected from the internet everytime it rains you get disconnected every couple of minutes. John Lewis then decided to up their prices and said if customers wished to leave because of this they would not have to pay any exit fees. After advising them that I wished to change companies as a result of this price increase they then emailed me and said I would have to pay a cancellation fee. After sorting this out they then tried to bill me for their services after I had changed to another provider. It is impossible to contact this company by phone as you just get left on hold forever.This company do not deserve any stars.
- Location
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- Location
- Amersham
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-07
- Comments
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This has honestly been the most painful customer service experience that I have ever had. I would not use John Lewis Broadband if it were the last company on earth. Initially, they cut off my existing provider but failed to connect my phone and broadband to a new service. We have been without a phone or broadband now for 3 weeks. We have lost our old phone number and I have spent in excess of 20 hours on the phone trying to resolve the issue. This mainly consists of being on hold because no one picks up the phone. So far this morning I have been on hold for 2 hours and 20 minutes and no one has picked up. I did try the new customer option and that was picked up in 1 minute and 15 seconds but a very rude female told me I had chosen the wrong option and transferred me mid sentence - I am currently on hold again and have been for the past 46 minutes. It seems that after the initial call to get your business, there is absolutely no customer service at all. I would rather boiL my eyeballs in acid than have broadband installed by John Lewis.
- Location
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- 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
- uk
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-28
- Comments
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SHOCKING. SHCOKING SHOCKING. AVOID AVOID AVOID. SIGNED UP FOR BROADBAND AND LANDLINE PACKAGE OVER 4 WEEKS AGO AND STILL NOT CONNECTED!!!!!
Everytime I phone (in queue for ages with depressing crackly music. then told it is all getting sorted. They make up some twoddle and tell you it is being sorted. Then Nothing. So I phone back to find out what is happening RE the lack of connection& landline. Same old story - am in phone queue, then get lied to, and nothing happens again. They are using Covid as an excuse, just like so many other companies are. Thought better of a JL service :( Am off to meditate now to reduce my stress and fed-up levels :) )
- Location
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- Location
- Leeds
- Reviewing
- John Lewis Broadband
- Date
- 2021-04-27
- Comments
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Until last Monday I would have scored 3 or 4 stars for most categories, but since then our speed has dwindled to nearly nothing for no apparent reason. Several calls to the helpline have not offered any hope of improvement, the answer seems to be "do not ring us again for 2-3 days until it settles down"... We have reached the end of this particular road and just signed up with BT. Disappointed/disgusted.
- Location
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- 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
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- Location
- Shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-09
- Comments
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Broadband has been hopeless, whenever tested it's just ok but so slow most of time and Alexa devices can't work properly
- Location
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- Location
- bournemouth
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-30
- Comments
-
Very poor installation service and customer service to resolve the issues, not what I expected from JL. Phone wait times are over 40 minds every day for tech support, they don't have enough engineers and are backlogged.
- Location
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- Location
- SOMERSET
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-02
- Comments
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Awful, incompetant, couldn't give a damn service from a supposedly good company. John Lewis Broadband is provided by Plusnet, and their service is the worst I have ever encountered. Long times on hold, terrible loud hold 'music', every month the bill is wrong and I am overcharged, customer support staff are incompetent and sometimes arrogant, they don't get back to you when they say they will. Unbelievable awful bad service. Very frustrating an annoying and - I am moving over to the Coop. Be warned - this outfit give a terrible service!
- Location
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- Location
- sOMERSET
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-12
- Comments
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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
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- Location
- Hoddesdon, Herts
- Reviewing
- John Lewis Broadband
- Date
- 2016-06-23
- Comments
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Could not be more sorry that I changed to John lewis broadband, a total waste of money. The service from the technical team is a joke, ( very polite but have been useless). Am now waiting for my conttract to end..Shame on John Lewis for running such a bad company. From now on I will forget them and shop else where.
- Location
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- Location
- Vale of belvoir
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-08
- Comments
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Terrible experience, terrible customer service and employs criminals, only been with them 2 months, tried to take dd out week early and got declined, they restricted my account immediately, could not even get on their own website to make a payment or sort out, rang them up several times but after 20 mins on hold but finally got through, paid over the phone remotely with debit card, told service would be back to normal within couple hrs..... week later still restricted service but least of my issues, knew something was off when agent asked for my card details twice .... I was right, checked account and he had taken 2 payments....got worse, next day contacted by my bank as my details had been used to make several purchases in Eastern Europe .... I had been hacked and this was first time in a very long time I had given my details over phone ....he had obviously sold my details to a criminal gang.... and this is John Lewis !!!!! Now waiting for a new card and for all fraudulent activity to be reversed, I am not rich person and this has left me in dire straits but JL broadband not interested, won’t even answer my many emails, still restricted service, made a complaint to ofcom and reported to police , I came to this company because I trusted John Lewis but this is not John Lewis it is plusnet and I cannot wait to get away from such a terrible company, BEWARE, CORRUPT AND FRAUDULENT COMPANY
- Location
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- Location
- Haltwhistle
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-12
- Comments
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SHOCKING, I too wish I had read the reviews before committing, its 2 months now from start to getting a line but, still no broadband and the support phone!!!! well I have not been able to speak to anyone yet just the music, had to hang up in the end as I have a life
- Location
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- Location
- Worcester
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-23
- Comments
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Changed from BT after too many drop offs and slow speeds and have been extremely pleased. After a slight hiccup on speed customer services were extremely helpful and no problems since.
- 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
- Taunton
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-06
- Comments
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Signed up so I would be able to work from him as soon as I had moved in. Was told I would be called regarding my complaint. Never was. It turns out they didn’t put the order through so lost £££ in buisness. As way of compensation I was offered 2months free internet but still paying line rental (so about £6 off) very annoyed. Internet isn’t even reliable or strong. Wish I could get out of this now but can’t.
- Location
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- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-10
- Comments
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Well it would be minus all round. Trouble from 1st day. Tried to change our home phone no, after several calls to them we were told "sorry you should have been asked if you wanted to keep number too late now it's been allocated to someone else by BT . Weeks to sort this out, as a business we had to keep our number.
Next problem trouble with router hours on phone even being told to unscrew main BT socket. Apparently our phone line at fault -no it wasn't and so it went on. Even had a BT engineer turn up who said they have had numerous calls re this broadband service and on his log it even had a note that the manager had visited us. Not true.
Had our user name wrongly spelt again several calls to correct this.
Today unable to log in to try and get printed bills for accountant and as usual can't get through on phone.
Don't use this service & please read all reviews
- Location
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- Location
- Eastchurch
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-09
- Comments
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Hi was with BT before and when I went to John Lewis I did not see the feedback until I joined then I was a bit worried because a lot of the feedback was bad but for me I have had excellent service with no problems our family have been with Bt for 40 + years and the price just keep going up with no reduction for the loyalty so had to change I would recommend you try John Lewis
- Location
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- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-10
- Comments
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I have never experience so many issues with a product in my life. 6-8 weeks to get the line installed, 4/5 engineer visits due to technical problems. A year later the service cuts out, engineer called, issue resolved. Was then overbilled £70 when moving house. Customer service are helpful, but way too many service issues.
- Location
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- Location
- LIPHOOK
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-31
- Comments
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After having no problems for 8 years, we decided to switch to JL,and we received a welcome pack & new router.10 days ago we were informed by text we had been switched, both phone line and broadband,but not switched but obviously disconnected....!! Phone went off and broadband off.
No phone line and still no broadband,all over the BH weekend too.
They are really poor at customer care and attempts to resolve this is falling on deaf ears.
Multiple calls and emails from us, at great inconvenience and still nothing!
They blame Open reach who have already come out and tested everything, and cannot find a fault but accept there is no signal into the house. They went up the pole and checked, and the engineer said they have switched over , but .....to someone else.!!!!!!!
So we currently still have no phone or broadband, no online banking, online utilities etc etc. No contact with family or access to facetime, without standing in a supermarket doorway using their wi fi !!!!
Its a third world service and completely unacceptable. There is no continuity of personnel, no updates,just nothing!!!!!!!!!
Don't use this company JL I will not be shopping there anytime soon.
Just disgraceful.
- 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
- Bayswater
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-13
- Comments
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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
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- Location
- Welwyn Garden City
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-26
- Comments
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Broadband speed is poor comparing to other copper line providers we have had. Fluctuates quite a bit In the second week speeds dropped below 1mbps on a Saturday night. Bad move
- Location
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- Location
- Ringwood
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-12
- Comments
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Changed to JL after reading Which review. Wish I had stayed with BT. Even though their customer service is abysmal and pricey at least their broadband speed was reasonable. JL is dire. Don't switch!
- Location
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- Location
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-06
- Comments
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Avoid. Avoid. Avoid.
The worst broadband quality and poorest service I’ve ever encountered
Service just cut out endlessly every day.. Spent 4 months trying to rectify by speaking with technical support. 8 different people suggested 8 alternative ‘fixes’. None worked. Am currently in process of transferring.
Relative also experiencing similar pitifully slow interrupted broadband. Have terminated contract and despite JL agreeing on the phone to waive the early termination fee, they’ve immediately written to an 81 year old lady demanding early closure fees.
By the way JL broadband is just Plusnet with JL fronting it
They are the worst company I’ve ever had the misfortune to deal with a recommend to avoid like the plague
- Location
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- Location
- Ashill, Thetford
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-04
- Comments
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Dire. Never achieved advertised speeds despite an hour jumping through many hops with rechnical support. Then accused me of not helping! No cost reduction offered - instead a far slower service!
Took a while to acknowledge my cancellation and still billed after leaving - threatening debt collection agencies.
How the good name of John Lewis can be associated with this is beyond me!
AVOID AT ALL COSTS!!
- Location
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- Location
- Dingwall
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-15
- Comments
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We moved from BT to JL because BT was so slow and expensive (our contract having expired) and we didn't think things could get any worse. How wrong we were! We can barely browse the web now whereas the problem with BT was the odd stutter when streaming. Whether it is the cheap looking router or throttling of the network is unclear. Their customer support is awful - phoned Technical Support a few days ago who said it would get better. It didn't. Phoned them again today waited for half an hour and then gave up. Then called Customer Services who said they'd jump me up and the queue and guess what was put on hold until I had to hang up. Before he transferred me he told my that my 14 day cooling off period actually expired before my service even started! What an utter farce and rip off. Completely despicable it makes me sick. AVOID AVOID AVOID
- Location
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- Location
- Bedford
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-26
- Comments
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The webmail service is appalling; its rarely functioning and when it is, it is so slow as to be unusable. Some days you can't get into it all. Their technical support is execrable, and aims only to blame your IT system, and their customer service is non existant.
- Location
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- Location
- Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-18
- Comments
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Quick review. Generally these who are happy with a service don't come to a website like this, but only those who are unhappy. We've been with JLB for about 6 months now, after many expensive years with BT. Should have done it years ago! A very positive exoerience. Thanks.
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-12
- Comments
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Absolutely terrible - DO NOT USE JOHN LEWIS!! The speed is flakey and drops all the time. When you try and cancel they make it next to impossible - you can't get through to their customer service department, or when you do the call drops - then they over charge you in the hope that you give up trying to get a refund, which you will because they are unbelievably painful to deal with AVOID AVOID AVOID!!
- Location
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- Location
- Guildford
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-19
- Comments
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Do not trust John Lewis! We signed up for a 3 year contract in April 1916 as per the offer on the website, still available today, with a lower rate for year 1. After 6 months it was raised to the year 2 rate. No copy ot the contract was ever supplied but my husband agreed to the online deal as shown. We are told that he agreed to the deal for only 6 months and that there is a transcript of the conversation, available for £10. The terms were obviously hidden in the conversation, after a life working in finance my husband would never have agreed to an inferior deal, he is not an idiot. Just be warned and be very careful and be aware that this company, who have such a good reputation, may be taking advantage of you.
- Location
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- Location
- Woodbridge
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-27
- Comments
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I have only been with JL a few months and moved over from Sky. I'd had Sky for 15 or so years and overall pretty good. My life has taken a turn for the worse ever since changing to this rabble. They have had several outages in the 2 months I have been with them and are gormless and clueless on the phone (but at least its a UK callcentre). They provide a router which is utter rubbish and most features it offers dont work and JL support wont help as they "dont support the router". Mine is resetting itself sometimes every 2 hours and everything disconnects when it does this. I was promised a new router weeks ago which hasnt been sent. Now they have the audacity to increase their prices and reword their "fair usage policy" which I cant escape from as Im tied into a 12 month contract and I'm only 2 months into it. Speed is excellent but that is down to the box in the street being right outside my house.
I lay the blame flatly on the router being utter and complete rubbish. I expect with a good router most of my daily problems will go away. I have been on to support and chanegd channels etc but to no avail. I work from home and this is adding an excessive stress to my already stressful job.
- Location
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- Location
- Leicestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-02
- Comments
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Given the low ratings for all major providers on here you would probably never switch from a problem free provider no matter how much they put up prices if you only read the bad reviews on here.
My experience of JL fibre ISP. Worked without a hitch with my high end ASUS router when changing the basic connection address and password. within a week easily hitting well above (75 MPS) minmimum speed (40MPS) even using a 128 bit VPN tunnel from the router client VPN setup.
8000 Avios did not track within 5 days (thats an Avios issue not limited to JL) but a quick email to Avios to add manual track and the 8000 Avios arrived on time. 8000 Avios should easily be able to be redeemed at 1p per Avios so 8000 Avios worth a minimum of £80.
£75 John Lewis Voucher arrived with stated timescale. Check.
overall very happy with JL broadband.
- Location
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- Location
- Lichfield
- Reviewing
- John Lewis Broadband
- Date
- 2019-07-30
- Comments
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John Lewis, via Plusnet BT apparently.
Never missed a beat since moved and stayed for another year, as they matched the cheapest price at the time, i shop around for Cheapest every year as the speed is rubbish here, So satisfaction and service get a 5*
Speed is *****, as very old line, so that's BT's fault not J Lewis'.
Reliability only seems a problem when the BT men have been up the pole, playing in the box for whatever reason, so again a BT issue, not J Lewis.
Overhead fibre strung up by BT 12 months ago, went active 1 month ago, will see what prices are like before making the decision.
- Location
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- Location
- Colosseum Rome
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-11
- Comments
-
Brilliant, even with poor speeds and old line, 60+ years old apparently.
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-28
- Comments
-
Worse broadband I have ever had. When I joined John Lewis broadband I upgraded to fibre optic thinking this would make it quicker but it was slower than I've had for years and the service was intermittent (daily crashes). I would have called for technical support but was advised I have to go through a long complicated process trying to get it fixed myself before calling - I'm not too bad with technical things but I couldn't follow the directions. I have now moved to BT and have fast reliable broadband but John Lewis keep sending me bills! Only on leaving did I find out that John Lewis broadband is Plusnet. I would recommend avoiding at all cost - unless you don't actually need working broadband and you're happy to continue being billed after you leave them!
- Location
-
- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-06
- Comments
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Internet connection failed for almost 24hrs, customer service stated that my account had been disconnected, no explanation why. Only solution offered was to buy another package. Very worrying as elderly and vulnerable. Miraculously connection regained next day.
- Location
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- Location
- LONDON
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-29
- Comments
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Before John Lewis, I used to have Sky Broadband and I really sorry to leave them. I thought both company use same BT lines and assumed there would not be difference. I failed too bad. Johnewis keeps dropping and very very slow. During last 11 months I had to keep raise query and never seen problem solved permanently. Never had such problem with SKY. Don't waste your money and energy for nothing
- Location
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- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-07
- Comments
-
Awful and avoid. Log calls online and they take over a month to respond. I followed process online to cancel only to be told they don't accept cancellations online - despite having the process there. So, I've written to them to cancel by snail mail - Whats the betting the letter gets mislaid.
- Location
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- Location
- Bath
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-29
- Comments
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If you’re expecting the level of customer service usually associated with John Lewis, think again. The brand reputation was one of the deciding factors in choosing this broadband service but it has been atrocious so far. Encourage you to look elsewhere unless you’re happy to wait forever and experience many bumps in the road which should not even be a consideration.
Come on John Lewis, there are many, many 1 star reviews on here, suggests there’s an issue. Please don’t destroy your lovely 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.