806 Customer Reviews over 21 pages
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- Location
- Tewkesbury
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-13
- Comments
-
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
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-21
- Comments
-
Lousy broadband - very poor signal, appalling customer service. If I were John Lewis I would stop putting my name to this. Because I was out of contract when i asked to move house they said they'd charge me £65 or else I could choose to be locked in to another contract with them - heads they win, tails I lose. I don't want to be with a company that treats me like this. Please avoid at all costs if you value your sanity.
- Location
-
- Location
- co durham
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-07
- Comments
-
Switched to John Lewis 6 months ago and had nothing but issues. The speed and reliability of the connection is appalling. Given up on customer service trying to resolve issues. This is without doubt the worst broadband service i have ever had.
- Location
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- Location
- Tewkesbury
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-10
- Comments
-
Wished I had checked the poor reviews before I signed up, worst company I have ever used , can't seem to get anywhere with them despite trying lots.
Want to leave but they threaten charging me to leave,despite their horrendous service.
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-09
- Comments
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Switched December, lost DSL service. Kept cool BT Openreach problem. JL limited in what they can do, I understood customer service and tech support depend on Openreach to sort all issues. Took a week for Openreach to send engineer, fixed within hour cause was Openreach fudging wiring in Exchange. Not happy with just refund for lost service as this was not a fault but human error by BT! JL agreed, and credited account to compensate for loss of services eg streaming TV\sky on demand, Xbox and mobile data used while down. Staff polite and as helpful as they can be understanding they cannot fix issues of BT Openreaches causing. I get full 8.1mb sec from DSL, can't offer fair comment on reliability but assume as good as BT wholesale in general.
- Location
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- Location
- Haltham
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-28
- Comments
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Moved from ADSL to Fibre - Good speed and connection, HOWEVER be warned that at the moment they are offering a Google home hub to new contracts - this has not arrived and Customer Support is POOR saying it will probably take up to 60 days to arrive - is this a con???
Billing also needs to be watched as they tried claiming too much money on the first new monthly bill - support eventually gave me two different prices - still not right!
- Location
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- Location
- Southampton
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-23
- Comments
-
Get another ISP there is no broad in JL broadband - its SLOW very SLOW. And quite a few drop out too. Counting down until I can cancel.
- Location
-
- Location
- kent
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-20
- Comments
-
just been overcharged once again, they add on extra charges and try to make you pay them. i signed up with john lewis not plus net, and plus net treat you like tescos so beware, don't expect the waitrose treatment with these lot.
- Location
-
- Location
- kent
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-20
- Comments
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no such thing as john lewis broadband they just drop ship you plus net so if you want a really poor experience just join plus net your self and save some money, but be warned its rubbish
- Location
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- Location
- Lymington, Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-13
- Comments
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3 days shy of a month and zero service or any contact. No letter, no router, no response to 4 online queries. I’ve cancelled my direct debit and wished them luck pursuing me based on their egregious failure to provide any form of service whatsoever. STAY AWAY (it’s run by Plusnet but they were bought out by BT when they got too successful, that’s what BT do then run them into the ground. It’s clever).
- Location
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- Location
- Lymington, Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-07
- Comments
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This is truly dire customer service. I have obviously made a huge mistake choosing John Lewis Broadband. 16 working days now (22 filull days!) and no phone or broadband/router. Not even a response to my request for information. I wish I’d cancelled within the 14 days. So disappointing.
- Location
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- 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
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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
-
- Location
- High Peak
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-27
- Comments
-
Cannot give a review for speed or reliability as still not connected after 13 days. Ordered Fibre and now told unable to provide it after numerous phone calls to customer service and being told a different story every time. Told a manager will call me within 4 hours and 8 hours later still no call. Now having to wait another week to be connected to Adsl.... why!!!!!Avoid at all costs if you value your sanity .
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2015-03-14
- Location
-
- Location
- Leatherhead
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-26
- Comments
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Switched from Waitrose to John Lewis broadband only (no phone line) about 2 years ago. Sorted initial problems problems using wifi booster. Phoned to cancel yesterday and was told there would be a cessation charge and they would need to disconnect my phone!! When I queried cessation charge I was threatened with a debt collection agency! This was my first phone conversation with them. I was disgusted at the rudeness of the person I spoke to. Asked to speak to a manager but was left on hold. Phoned back to speak to another person and was told services would be cancelled in 15 days but the website account has been closed and cannot email complaint to JLB. Feel so let down by the John Lewis name and reputation.
- Location
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- Location
- Salisburt
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-13
- Comments
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So many bad reviews, I think people only tend to review when a bad experience so I just thought I would say I have been with JL for almost a year, perfect switch and first class service ever since
- Location
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- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
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John Lewis Brodaband has become impossibly bad. I've been with them for many years (initially as Waitrose)
Now problems with direct debit (no problem at my bank), support don't reply to queries and telephone support always has at least 20 minutes wait.
Currently I'm transferring my emails to another provider so I can move ISP.
I would recommend not touching them.
- Location
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- Location
- Haslemere
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-25
- Comments
-
Signed up for John Lewis broadband as price was competitive, then read reviews and was filled with some doubt, but I am now up and running for a week and have nothing but positive feedback. I called the Helpdesk with questions and the phone was answered instantly. Router set up was simple. Live set up occurred as promised. Communications always clear and timely and even a phone call today, just to check up everything was good. Line speed pretty much as promised. 5* at this moment, long may that last, and no regrets about moving my business to John Lewis.
- Location
-
- Location
- norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-05
- Comments
-
I was with Waitrose for many years and never had a problem. Customer service was very good as was broadband speed and reliability. The change over to "Green bee" went very well and I retained my old email address and personal website URL and all has remained as good as ever it was except for Waitrose webmail which I've used for years with no problems. About a year ago I started to experience drop outs and disruption to Waitrose webmail so much so it's become virtually unusable! I recently found out after posting a complaint that John Lewis is aware of the problem
and they have now suggested I use the John Lewis webmail service? I was never informed that there are two services running and I have been tearing my hair out wondering why the old Waitrose webmail service had become so appalling! Why on earth did John Lewis not inform me and why has the old Waitrose webmail site not been closed down?
To give John Lewis their due they have been experiencing countrywide problems and their/plusnet service is undergoing a massive upgrade at present. So apart from the webmail fiasco I remain very happy with their overall service and having heard some of the horror stories about other ISP's I will remain with John Lewis.
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-23
- Comments
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Unfortunately I advise everyone NOT TO.
They are appalling and will just say they are dealing with it. I have been without connection for 3 weeks after the 'go live date'
GO ANY WHERE BUT NOT JL/PLUSNET
- Location
-
- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-20
- Location
-
- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-07
- Comments
-
Don't join John Lewis broadband been with them for 8 months and have yet to be billed after30_40 calls and e mails they just keep saying we are working on it,but after8 months no fix ,not a good company.
- 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
- Knebworth, Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-22
- Comments
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Tried to switch from Plusnet to JLewis broadband. However as JLewis use Plusnet they tried switching me twice and both times this has failed and I've wasted over a month in paying higher phoneline and broadband. I contacted jlewis customer services three times and it took 45min, 30 min and last time 20min to get through. Very, very poor service. Not what I was expecting. Look else where.
- Location
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- Location
- Ottery st Mary
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-24
- Comments
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John Lewis says it cannot take payment from my direct debit from which they have been taking payment for ages! My bank confirms that the direct debit is active and that there are no problems on my account. John Lewis say “ pay within 14 days or else!” They will not accept an email from me and whe I finally got through on the phone after 15 minutes of music the said they would take paynent over the phone. But when they tried they said that they can’t because nothing is owing! Offered to transfer me to accounts, but there was a 25 minutes waiting time! Service? Here is an IT service that can’t even sort themselves out. They know that I will have to put up with it because I don’ want to change my email address.
- Location
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- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2014-04-17
- Comments
-
Total disaster trying to get fibre. Discovered that Plusnet who are the JL service provided is much cheaper direct! JL even mucked up doing the MAC code!
Far better than BT but not up to usual JL standards
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2014-09-19
- Comments
-
Started ok, but after a line fault it took over 8 weeks to sort out, mainly down to customer service not being able to do anything other than what their computer screen said. As this service is run by plusnet, i'd stay clear of both.
- Location
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- Location
- NORTH CERNEY
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-11
- Comments
-
DIABOLICAL CUSTOMER SERVICE!
Over the last week I have had cause to phone John Lewis Broadband helpline on numerous occasions and have experienced response times ranging from 25 minutes at the best to 50 minutes at the worst. How John Lewis can equate this with their customer service values baffles me.
- Location
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- Location
- Grantham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-12
- Comments
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DO NOT DEAL WITH THIS PROVIDER! Ordered new internet and paid the first month. After reading all the reviews and realising that it is not John Lewis I decided not to proceed. I was told the refund would take 5 days. After a week called again to be told it would take 20 days. After three weeks was told it would take up to a further three weeks. Please save your time and money, KEEP AWAY .
- Location
-
- Location
- WINCHESTER
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-24
- Comments
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Difficult to overstate how poor my experience of John Lewis Broadband (Plus Net) has been.
Poor in all respects, compounded by extremely dissappointing customer support and service.
Leaving for another provider.
- Location
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- Location
- East Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-19
- Comments
-
Cant complain about the broadband speed or reliability .The problems arise with the promised free Bullguard security package which i still havent got to function. And the promised John Lewis e voucher which I am still waiting for .Customer service needs a complete overhaul . Keen to extract money from you but not so keen to sort out problems .I cant recommend changing to them .
- Location
-
- Location
- Knebworth, Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-16
- Comments
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I tried signing up just over a year ago and the whole process was a real mess. They transfered only the line but not the broadband. I ended up cancelling and transferring everything back to my original broadband suplier. Keep away.
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-13
- Comments
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I've transferred from Plusnet as the John Lewis price was much lower, for the same service. (John Lewis broadband is provided by Plusnet.) The process has been pretty painless. I contacted Plusnet via their forum to get a refund for the days I had paid in advance, and they also sorted out a problem of my being billed twice for the first month by John Lewis.
The Broadband service is better than I was getting with Plusnet: speed is good at around 18 Mbps, and no problems dropping out or buffering with iplayer: I don't know if this due to the new modem they sent, new microfilter, or if there is some difference between John Lewis & Plusnet infrastructure
- Location
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- Location
- Lancs
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-04
- Comments
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Absolute joke of a provider, cant log into portal EVER, loses connection every 30 minutes and takes 5 to 10 minutes to reconnect. Customer services do nothing but tell lie after lie and dont even put notes on your account when you do ring them. I'd rather use 4g on my phone than these theives who are literally selling 3rd hand BT broadband thats routed through the USA, No wonder the speed is so poor doing a trip across the Atlantic and back before it hits your router. AVOID LIKE THE PLAGUE!!
- Location
-
- Location
- u.k.
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-28
- Comments
-
I would strongly recommend that anyone thinking of joining John Lewis Broadband read all reviews for Plus Net , because that is who you will be dealing with !! I have had all sorts of customer service problems in the 3 months since I signed up with them. John Lewis PLC don't want to know about the problems and simply referred me to the customer service dept which is run by Plus Net ! They have shown total incompetence in setting up a simple direct debit and simply accused me, incorrectly ,of cancelling it. I have printed off 100 pages of communications with them and wasted days trying to make a payment to them. Their systems to pay online do not work and it is a joke trying to get through on the phone unless you have hours to wait on hold. I left talktalk just before their latest problems and feel I jumped from the frying pan into the fire!! The more I investigate ISP's , the more I realise how shambolic they all are.
- Location
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- Location
- Whaley Bridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-04
- Comments
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If I could score this zero I would. Still no service after 6 weeks. Extremely poor communication and when they do communicate it seems to be missing any element of truth. Stay well away from this supplier.
- Location
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- Location
- West Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-23
- Comments
-
No problems at all. I consistently get 20Mb speed on ordinary (not fibre) broadband.
As I'm in a rural area they are cheaper than PlusNet who actually provide the service. £20 per month inc evening & weekend calls & caller ID seems pretty good.
18185 works fine for cheap calls
The PlusNet forum is a good place to get technical answers
- Location
-
- Location
- Eastleigh
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-21
- Comments
-
I would suggest avoiding. I had issues from Oct when the ADSL disconnected. 2 engineers from BT and did some work. Eventually found that the UPTO 1MS upload speed had been configured BY JL to 440K. Wonder if this is supporting their move to Fibre? I had spotted the IP Profile in BTwholesale was set to 440 and told them about 2 months ago. They altered me to 850K. So they still are throttling me at 850K - wont ever get UPTO 1MB updoad.
www.broadbandchecker.btwholesale.com is very useful do the advanced check tells you your IP Profile. I wonder how many people told they will get UPTO 1MB actually are being throttled to very much less than that.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-06
- Comments
-
I moved to JL thinking their reputation was a reliable yardstick and reviews seemed generally ok.
They messed up the transfer from the previous provider - didn't hear from them and then when I called - 'oh looks like the button wasnt't pressed to switch you over'. Took them another 2 weeks.
There was confusion over the package for calls I went onto - I was landed with a big first month bill I hadn't expected - it may have been me - I'm not sure to be honest but the call centre manager dealt with this very well although their system are poor and cannot update my monthly package for another month.
The internet line cuts out occasionally - the password disappeared one day stopping it working altogether.
The download speed is ok -it does vary though. The upload speed is terrible - 0.3 mb which is only around 30% of my previous providers - makes using dropbox very very slow.
Not particularly impressed thus far. I'd like to leave ..but can't.
- 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.