806 Customer Reviews over 21 pages
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-01
- Comments
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AVOID IF YOU CAN!! I have tried to set up a fibre installation with them. We agreed on a date for the engineer to come (within 5 days) but suddenly decided to change the visit up to 2 weeks later (without asking me for permission). This is completely unprofessional. I called them back and they tried to explain it with the National situation. Well we all understand what is happening with the virus at the moment So just tell me the truth from the beginning don’t lie to me. How can I trust a company who lies. They are 100% unreliable. The only positive thing is that I could cancel my account as quick as I created it.
- Location
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- Location
- shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-17
- Comments
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Having seen some of the reviews, I wonder whether the people are dealing the same company. Apart from some delays in getting through on the phone, I found customer service excellent, very helpful and problems sorted very quickly with ringbacks and really useful information
- Location
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- Location
- Coxley
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-09
- Comments
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fairly reliable but slow
- Location
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- Location
- Perth Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
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Brilliant company. Just swapped over from BT. Saved £200+ per year, Speed up from 51Mb to 63Mb for download, 9Mb to 18Mb for upload. Everything came as promised. Instructions were the clearest that I have ever seen. They answer the phone very quickly. I will not be going back to BT. What is not to like!!!!
- Location
-
- Location
- United Kingdom
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-29
- Comments
-
This broadband is rubbish, slow, and pathetic. My mother spent £40.00 for it.
The internet speed is terrible. I keep cutting out from it, it goes off for no reason then 3 seconds later, comes on again. My mother is considering to switch to a better one. Avoid this broadband. You got my advice.
- Location
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- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-05
- Comments
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Dire customer service. Impossible to get through on the phone. Try emailing and they say phone. No complaint option. Will ruin the great John Lewis name.
- Location
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- Location
- Hengoed
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-23
- Comments
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Worst decision we ever made! John Lewis is a name synonymous with quality but their broadband service has dragged their name into the abyss! The telephone switch was fine but they left us without broadband for 10 days because of problems their end and Customer Service was a bad joke. It never takes less than 25 minutes to get past their appalling “musical” hold system to speak to a real person and when you do, their scripts are so basic that they can’t actually help you in any meaningful way. They have failed to correctly set up the direct debit and are now hounding me with emails and text messages for a payment that their Customer Service team member confirms they have actually received! The icing on the cake? I have never had such a slow broadband speed! Can’t wait to switch away.
- Location
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- Location
- Eastbourne
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-24
- Comments
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Avoid. It took over a month after the agreed switch date to actually switch. There was no notification that they were going to switch on that day. I was working and suddenly my internet dropped. Poor communication for something which these days should be a standard process.
- Location
-
- Location
- cambs
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-19
- Comments
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customer service.....awful
- Location
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- Location
- Salisbury
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-16
- Comments
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A disaster! Customer support very pleasant and knowledgeable but it appears the router has packed in after a month. Unstable connection, dial-up-slow speed internet. Totally unusable.
Avoid.
- Location
-
- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-28
- Comments
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i had previous issues with the quality of the line speed and technical support last year but managed to get over that episode eventually.
i am now back to un-usable download speeds of under 1mbps so there's no point in using the service any more.
John Lewis wont answer the phones and are taking 3-4 days per message to get back to me so i am reduced to tethering my mobile phone to my laptop in order to get a half decent signal.
i thought i would get a superior level of service with this company but it's been quite the opposite.
switching back to virgin
- Location
-
- Location
- 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
- Rural Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-05
- Comments
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Easy internet order. Router arrived in good time. Landline phone line switch seamless. Broadband transfer worked as it said it would within 15 mins at 0800. Speed on day 1 slightly slower than BT it replaced, router has equal coverage if not slightly better. Basic cost (70% of BT after intro deal ends) which was the top, mobile calls inclusive package will save bundles. Well worth it so far.
- Location
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- Location
- Exeter
- Reviewing
- John Lewis Broadband
- Date
- 2016-01-17
- Comments
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Very disappointed to find I had switched to get away from PlusNet only to find I was still dealing with them, complete with 30-40 minute waits and dreadful music. Pleasant people but frequent lack of knowledge and competence. Switchover was messed up, and 6 weeks late. If I had an alternative, I'd leave but there's only BT.....
- Location
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- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-18
- Comments
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DO NOT USE. This service has nothing to do with John Lewis. It is Plusnet on the cheap. After I made the order they didn't send a router out. They didn't respond to emails, and the customer service rep had the cheek to tell me to be "civil" by challenging him that he was wrong. Apparently it's my fault that I didn't have the router because I must have it. Utter incompetence verging on fraud to advertise this as John Lewis.
- Location
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- Location
- Tonbridge
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-29
- Comments
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Do not switch to JL broadband, the speed and reliability are very poor. Our fibre JL service is slower and more expensive than our old BT copper service. Big mistake and currently trying to get out of deal, who regulates this industry??!!
- Location
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- Location
- Derby
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-28
- Comments
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So I cancelled with JLB when they put their prices up. Paul Coulton (Operations Director) immediately emailed me to say they would charge me £105 as an early termination fee. I called Customer services who refused to let me talk to the elusive Mr Coulton but they said the charges were wrong and I would not be charged. Next I see they have billed me and were about to take the charges from my account so I cancelled my direct debit to stop this happening. I also called again to talk to Mt Coulton - not allowed apparently.
Now I have another threatening e-mail from the said Paul Coulton threatening court action if I do not pay within 14 days!
I guess I'm going to court. Perhaps Mr Coulton will turn up there but I somehow doubt it.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
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Ordered a package on Tuesday, and Broadbad was up & running by Fri! With a new router delivered inbetween.
Customer service took 20mins to get through to, but fixed the connection problem in 5mins, so very happy.
First day and speed is extremely slow, but this should improve in the next few days once line is established.
All in all, has been super smooth and highly recommend them!
- Location
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- Location
- Ely, Cambs
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-03
- Comments
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Slow connection at times. No built-in parental control! Been charged separate for what was part of the package. Ridiculous ‘house move’ fee. Line cut-off despite confirmed extension of the service. DO NOT RECOMMEND under any circumstances
- Location
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- Location
- Cambridgeshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-06
- Comments
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Be aware NO PARENTAL CONTROL! Very bad customer service. Migrated earlier than requested. Both first two months billed more and had to keep chasing it up several times! Normal waiting on cust.serv. about 20mins. What a disappointment as went for JL due to the standard of their cust.service and fairness. All resolved in the end but took hrs on the phone with them. Stuck now for a year as no way to cancel contract based on non-satisfaction unless paying over £100! Not recommended at all. Not what you expect from John Lewis.
- Location
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- Location
- Northampton
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-13
- Comments
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Complete rubbish. It's like being on Dial up again! Will not be renewing
- Location
-
- Location
- Limehouse
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-02
- Comments
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On hold for an hour for the second time this week. Have only been a customer for 5 weeks and really regretting switching. Customer service is non existent - had to threaten reporting them to Ofcom over a billing issue - and now have now service for the last 24 hours. John Lewis need to review this partnership before it damages their brand.
- Location
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- Location
- burnham market norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-30
- Comments
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They keep writing threatening to charge me because i have exceeded their credit limit of £50, they are treating me more like a delinquent teenager who is over his overdraft limit at Barclays than a retiree who gets really peed off when threatened by a supplier.
No amount of calls to them have made any progress, so its off to Sky next month.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-02
- Comments
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Generally fine. However, I've just discovered I've been on maximum rate for a year and they have only just told me. I am extremely disappointed as I only chose John Lewis in the evidently misplaced hope, that they would treat their customers fairly.
- Location
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- Location
- Marshfield, Chippenham
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-01
- Comments
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If I could give zero or negative ratings, I would. Dire customer service, broadband speeds not as promised and additionally they promised an engineer to visit for connection purposes on signing up. The engineer didn't show up and I had taken a day off as A/L. Losing a day of A/L. When i phoned they said even though I had received confirmation of the engineer visiting by email, my order had not yet been placed! No refund of anything given for this and internet connection delayed by a month. Please guys cut your loses. Do not sign up with JL broadband.
- Location
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- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-01
- Comments
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I ordered this a month ago. The delivery date was two weeks ago. I had to ring to ask where it was.
The guy said he would send a router immediately but refused to start the Broadband so I could use an existing router.
The router arrived, so I rang to ask them to start the broadband. Apparently they have no record of an order.
It will take another 4 days.
I think the problem is PlusNet but who knows.
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2022-02-02
- Comments
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Do not bother! As other reviewers have mentioned the speed is absolutely awful, despite several calls and weeks of trying to get this resolved I have now given up. This is giving John Lewis itself a bad name
- Location
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- Location
- Argyll
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-01
- Comments
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Do not sign up with this company.My poor experience reflects that of others 2 months of waiting with 4 new contracts. Long waits to call customer service. Excuses given and existing provider blamed Money taken immediately at the set up of first contract not returned despite promises. I gained a better deal with my existing provider BT but plus net left a tag on the line causing a two week delay. Stressful from start to finish. I have complained to ofcom suggest other reviewers do the same
- Location
-
- Location
- McNeill
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-19
- Comments
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I have been with John Lewis Broadband for 7 months and I have to say that if TalkTalk is at the very bottom of the scale in terms of 'awfulness' of service, JL is very close.
For 7 months I've been having nothing but problems. They'd initially linked me with another of their sister companies which caused problems for over a month. JL tried to blame it on Openreach and it took a number of cocky customer service workers (not to mention many wasted hours on my part) to actually accept that they needed to solve the problem.
Since then, I keep having issues with the speed dropping right down roughly every couple of months, which makes it impossible to use the internet. It takes serious hand twisting to actually get the customer service people to check what the problem is and adress it.
I would strongly discourage potential customers from signing a conrract with JL as their broadband provider.
- Location
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- Location
- Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-01
- Comments
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John Lewis and plusnet are the same broadband providers. When I signed a contract with JL, they connected my account with plusnet by mistake. It took them nearly a month and many hours of my time spent on the phone to them to resolve it. No compensation was offered. I'm now with no broadband due to JL/openreach issue and I'm told I have to wait nearlly 5 days for someone to fix it. Very poor service.
- Location
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- Location
- Wales
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-29
- Comments
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I have only been with JL for a month. Broadband drops out every time I use the phone. This results with a very slow download speed currently running at 112kb/s. Have had this problem for the whole four weeks. Phone JL and they fix it for a few hours ad then it starts all over again. I have been holding on the phone this evening for 58 mins and still no answer. Time to give up and have just been answered. HOORAY.
- Location
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- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-14
- Comments
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Just horrendous! Constantly dropping connection - drops out roughly 8 to 15 times per day and is dropped for about 5 to 10 minutes at a time. Have tried calling customer service but there is NOONE THERE!! Phone just goes to hold then eventually times out and drops the call. They are of course still collecting payments so their billing system is obviously working fine. STAY AWAY FROM THIS COMPANY - DO NOT SIGN UP WITH THEM.
- Location
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- Location
- West Ewell
- Reviewing
- John Lewis Broadband
- Date
- 2022-10-16
- Comments
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Personally, the internet service is i receive from JL Excellent.
I have an antiquated old telegraph pole POTs line to my house. I left sky because it was like dealing with a monolithic brick wall. Download speed with them was a miserable 20-25mbps at best with upload at a pathetic 9mbps. There were acknowledged noise issues on the line, that Sky seemed incapable or refused to get openreach in to fix. Then they wanted to double the price to nearly 50 quid! at contract expiry. So i left. JL (piggybacking off of Plusnet) were £28 per month. The installation went well. I also reported the line issues to them, & they immediately OWNED the problem, got Openreach out, whereby THREE faults were found on my line and repaired. Low and behold, my Download speed is now a consistent 55-56Mbps! & my Upload speed is now a consistent 16Mbps! This is about as good as it can get on an old twisted pair POTs phone line! Well Done John Lewis!. The connection is stable and consistent!
- Location
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- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-12
- Comments
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Why oh why has John Lewis used the terrible Plusnet to deliver their Broadband? I have just left Plusnet and now realise that JL use them. I get an email today increasing my monthly by 15% after JL PROMISED to keep my £20 a month the same for 12 months! Plusnet are underhand and a disgrace, they treat customers like dirt - JL break away from Plusnet as they will drag your name down into the mud!!!!
- Location
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- Location
- Tadley
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-11
- Comments
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Sadly this is actually Plusnet :-(
Together with usual lies from Plusnet - I was told that I wouldn't have to pay the increased monthly charge (on the phone and via e-mail) ... today I get an e-mail that my INCREASED payment will be taken.
I have been with Plusnet for 8 years, they have started to lie in the last 2 years and why I left them, and joined John Lewis ..... who are actually Plusnet and being marred by the same brush.
I would give ZERO stars if only I could ....... John Lewis needs to dump the pathetic lying Plusnet!!!
- Location
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- Location
- North West
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-11
- Comments
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DREADFUL on all counts! Very unsatisfactory service with download speeds a pitiful 1.64Mb when I signed up for fibre broadband of 36Mb!!! Internet drops constantly making watching a program an impossibility. I would not recommend John Lewis (i.e. plus-net) for broadband. Can’t wait to switch and will never touch them again!. Don’t be tempted they are rubbish! A very unhappy customer
- Location
-
- Location
- U.K
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-23
- Comments
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I changed to John Lewis recently, and needed help , phoned there help line, all you get is loud music, nobody says anything at all, I am seriously thinking of cancelling already, the service is hopeless. so much for the John Lewis name. I really thought I could rely on them WRONG AGAIN ;
- Location
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- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
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I was with Waitrose.com for 10+ years and apart from little glitches had no trouble at all. From the time John Lewis started the amalgamation of Waitrose and Green Bee to JL, things started to slide. At the change-over (totally unannounced, to me, anyway) I found myself with a screen that looked like old 1980s computers, with no way at all of marking several emails at once in order to delete (can only mark minimum of one page at a time!). Also, 400 plus emails that I had kept disappeared overnight and JL infer that this was me, and they have no "cloud" facilities for deleted emails which is probably true; deleted emails disappeared from their box for hours at a time and suddenly reappeared, I am still in e-correspondence with JL but I am not at all happy considering my happy years with Waitrose.
- Location
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- Location
- surrey
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-24
- Comments
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Price increased within a few months. Informed me via email that unfortunately I didn't get as it went into my junk. Please note that all their other emails come into my inbox!
Coverage was poor and service satisfactory.
- Location
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- 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
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.