806 Customer Reviews over 21 pages
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- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-22
- Comments
-
Absolute disgrace they don’t care about you nothing but problems since August nobody is willing to help solve the problems I want to leave early will cost £115 pounds even though the service they offer hardly works they have given John Lewis such a bad name customer service is nonexistent please please stay well away from them I wish I’d have look at the reviews first
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-25
- Comments
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Worst customer service ever not interested in your problem
- Location
-
- Location
- Farnham
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-22
- Comments
-
Terrible broadband, goes down at random points throughout the day and always at 7.30 pm.but what is worst about it is that it will show as being up and available on the router but will not connect to a website. Then there aaaare the time that it will connect and disconnect over and over in the space of an hour basically not letting you do anything
2 good things to say
You will get a good email address and customer service is great and know how bad the service is
- Location
-
- Location
- Glanvilles Wootton
- Reviewing
- John Lewis Broadband
- Date
- 2022-07-25
- Comments
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Waiting 4 weeks for reconnection. Eventually discovered unable to offer digital phone. Absolutely useless. Plusnet no better. Neither should be allowed to continue with appalling customer service. Take my advice DO NOT USE
- Location
-
- Location
- Herefordshire SY70EF
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-31
- Comments
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Slow broadband, impossible to get hold of. Unhelpful service staff. Currently have an upload speed of 0.00 mpbs and they tell me it will take 3 days for the line to sort itself out. My download speed must drop below 0.4mbps before they will do anything. This is 2021 ridiculous AVOID AT ALL COSTS.
- Location
-
- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-22
- Comments
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Absolutely awful customer service. My phone line has had problems previously and for the last 5 days I have been unable to contact tech guys regarding same problem . Been left holding on answering service for about 14 hours over the las 4 days. Vunerable 84year old living here who is shielding and the use of a reliable phone is essential. Won’t be renewing my contract and would not recommend company to anyone.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-06
- Comments
-
BE WARNED! This is John Lewis in name only. I was tempted by what seemed like a good price and by the JL reputation for quality and customer service. Once you've signed up John Lewis drops out - the contract is with plusnet.
Slow broadband and regular loss of signal. Customer service is terrible - if you can get through!
A big mistake. The worst ISP I have ever experienced.
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-21
- Comments
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moved from plusnet (not realising JL are plusnet!) because I fancied the free google home hub for the same fee I was already paying. various issues with the transfer, mainly down to the billing/account management rather than the connection itself. they managed to keep my number and switch the bb over with no real issues. they had given me the option for fibre extra, it turns out my line can't do that so I should never have been given the option. no problem, simply switch down to fibre... agreed 2 new contracts for fibre (which is the speed I've always received anyway) and they still show fibre extra on the account even though fibre is provisioned. not that it's a huge issue mind, since they haven't billed me other than the first payment, so 2 months free so far. they did manage to send me the google home hub too. i have been told that the account issues are down to a new billing system they put in last christmas, whether that's true I don't know. the bb and phone themselves are fine, pretty much the same as plusnet, which you would expect. hopefully at worst they will simply end up billing me for the fibre service they have actually delivered, at best, they may not get round to it at all. i never trust automated systems that are going wrong though, so keeping fingers crossed they don't start debt collection for a bill they didn't bother to collect themselves but always had the details to do so
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-14
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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Avoid. Complete and utter expensive waste of time.. 3 months since asking for change to service, Lots of excuses no action. 40 Minute hold today in order to get through a cancellation. For what was promised a ten day changeover means we have been running with our existing supplier for an extra 3 months.
- Location
-
- Location
- Northumberland
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-10
- Comments
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No complaints at all about John Lewis Broadband. When I moved into my house I had a series of problems with two other broadband providers and Openreach which twice failed to come to install a new line. So I cancelled and made do with 3g.
12 months ago I decided to try again and obviously I was dreading it somewhat. I signed up with John Lewis and the shop where I worked at the time decided to switch to them too.
Everything went without a hitch at home. New line installed, the speed was higher than predicted. The work premises were switched over without a hitch too.
However after a year I've decided to leave due to the large price increase at the end of the 12 month contract. I looked at the website to see what was on offer, but nothing satisfactory. I can get fibre elsewhere for less than I'm paying for standard broadband.
It's a shame that satisfied existing customers are forced to do this and that loyalty is rewarded with uncompetitive charges!
My line is Openreach so I'm hoping whoever I go with on the existing line it will be much the same.
- Location
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- Location
- winsford cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
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changed 2 homes over and no routers
bt turned the broadband off, JL SENDING routers but dont know when we will get them how goods that
email from JL SAYS YOU CAN CONTACT US 24/7 not ture 9-6 pm only
afriad PLUS NET Is BT WHO ARE THE WORLDS WORST Providers
i forgot to check the small print where jl said the provider was plus nut . only when you check you find out its BT
- Location
-
- Location
- Trowbridge
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-09
- Comments
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Broadband speed is attrocious with frequent drop outs. Customer service unable to rectify this. Enough, i'm off to find another supplier.
- Location
-
- Location
- North Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-25
- Comments
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I don't know if their internet service is worse than anyone else's, but the complaints service is the worst I have ever come across. They make all sorts of promises to you over the phone that they rarely if ever keep. My problem which I reported 11 days ago is still not fixed. They have so far promised me 4 times that someone will call me back to discuss my technical problem, but on one ever has.
They send you an email in response to your complaint, but note this: if they were professional, this email would summarize the complaint and tell you when you could expect to have if fixed. However, the email says nothing about the complaint, all it says is that the complaint will be automatically cancelled after 11 days – whether it is fixed or not!
I have asked several times to speak to a manager, but no manager is never available. If I say I want the problem fixed, they say they can't do in now and I have to wait.
The router is very poor and doesn't work through brick walls.
The speeds are sometimes very low and no amount of complaining makes any difference.
They seem to work in the principle that if they mess you around for long enough you will stop complaining and then they won't have to do anything.
So the bottom line is: all they ever do is to lie to you and give you the run-around. AVOID AT ALL COSTS!
- Location
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- Location
- exeter
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-20
- Comments
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Shocking. Signed up to the £22.50 per month b/b + Anytime weekend deal on Uswitch. First bill for £30+ - they added several services I did not sign up for. Took second payment without authorisation. Did not reply to five or six e mails. Sent threatening e mails. Limited service demanding the extra payment. Called up, and
insisted there was no such deal. When I went to Uswitch and read it out, they admitted there was, and would put me on it..However would not waive earlier fees.
Not what you expect from a service with the JL brandname on it - faith in JL considerably shakened
( long time customer).
- Location
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- Location
- Peterborough
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-17
- Comments
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1 star is too generous. Please heed my warning, and do not use John Lewis Broadband. Do not be seduced by their offer of a gift voucher. It is not worth it. I transferred my service from Sky to them on 4th March. I was due to go over to them on Monday 18th. In this time the only communication I had was from Sky to say they were aware I was leaving them. Nothing from John Lewis and no router, so today (16th) I called them, only to be told that the request to transfer the line hadn't gone through properly. Apparently this was not their fault, it was Open Reaches fault and they were going to complain themselves. I was told he would email me to advise what was happening and try and get this pushed through for 18th, and to put my feet up and have a tea. Cocky idiot. I got his response on email and it was woefully insufficient. They were now blaming Sky - 'Sky hadn't received our order until a later date...' (??) 'so they rejected our request to keep the number. I've spoke to number ports and they've raised a manual order to get the services live on the 25th instead'. It also said underneath that my query was on hold till Wednesday 20th, so he was OK with leaving my high and dry till then? No thanks. They are a total shambles. They don't accept any accountability for THEIR mistakes, and there was at no point an apology from this person or from anyone I spoke to on the phone when I called to cancel the request altogether. DO NOT PUT YOURSELF THROUGH THIS. Their line for customers opting to leave them was red hot. I was on hold for 40 minutes. No wonder. Go with a reputable provider and don't waste your whole Saturday like I have had to do to deal with these jokers. I'm staying with Sky - I was only moving away from them to get a cheaper deal which they have now given me.
- Location
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- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-31
- Comments
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thought i had got broadband from John Lewis but it is Plus net
We have had nothing but problems since switching over to John Lewis broadband I have contacted them for the last six weeks I have left messages on there open queries page Up to then I was dealing with the same chap but now he has failed to respond for over twelve days , that was when he made this statement to me, because I was saying I was going to cancel my contract as I am dissatisfied with the broadband speeds.
Obviously, you are well within your rights to cancel at any point but cancellation charges would apply, even if it is found to be something that was on the network and not your responsibility. However, I understand that if this is fixed then cancellation no longer needs to be an option anyway.
This really upset me for how could anyone be responsible for something that was not my responsibility.
I contacted John Lewis customer service about this offensive statement but they referred me back to John Lewis broadband but despite putting it on your Queries page once again no one has responded.
It seems I am being passed from one department to another within John Lewis.
We have had two workmen here from open reach sent by them and they can find nothing wrong with our equipment so the fault must be on the line or at the exchange.
I have been doing regular speed tests and at times this well below what was expected at times the Broadband service is idle
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-13
- Comments
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Just about fed up with John Lewis,keep saying they Can't take our direct debit,the money is always there.Last time we hadtopay late fee +pay over phone it was there new system.Now what is it,spelt something wrong I suppose
- Location
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- Location
- Herefordshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-28
- Comments
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I don't recommend John Lewis. I switched my elderly parents over, difficult but done, however when there is a problem the website login to the account doesn't work, the '24/7' technical helpline isn't answered, problem after problem. Also the International calls which are supposed to be included only relates to mobiles in US and Canada, no other countries, but that isn't stated anywhere in the sales pitch. Odd 10p Other charges appearing on the bills. Don't recommend
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2016-06-16
- Comments
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I wish I'd read all of these reviews before we signed up to JLB, as many others have said.
We were with Plusnet before, & I found their customer service terrible, connection slow, & billing totally confusing. After much deliberating, we joined JLB based on the JL brand & Which report. BIG mistake as JLB is run by Plusnet!
DO NOT JOIN THEM!
- Location
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- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-14
- Comments
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Easily the worst broadband service I’ve ever used. I signed up in May 2019, and was left without broadband for a month. When I was finally able to talk to an engineer, I was told ‘someone forgot to flip the switch’ and wasn’t given an apology or a refund of that month. Then, out of the single year I was with them, I was repeatedly overcharged for their faster service, despite never having signed up for that. I had to ring up multiple times to get my money back, and was told everything from it was a system error to that my line wouldn’t operate on a lower bandwidth. When I finally was able to change in 2020, I moved to another provider at the beginning of the month. John Lewis still charged me for the full months service and said I would be refunded the difference.
As of October 2021, I have not received a penny from them. They are scam artists, pure and simple. I would never use their service, or their parent company Plusnet, ever again.
- Location
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- Location
- wales
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-10
- Comments
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probably the worst ever experience of getting BB set up, when I took out a contract I was promised it would take 2 weeks, 5 weeks in and I'm still waiting. I spend an average of 1.5 hours just on hold everyday. Use JL BB at your own risk
- Location
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- Location
- Skipton
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-05
- Comments
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Left John Lewis Broadband August 2018 over thirteen months ago at end of contract. There followed a nightmare with them demanding early cancellation fees PLUS trying to take Direct Debits after account closed.
At end of OCTOBER last year I was assured (on his mother's life) that account WAS closed,I owed nothing, and would never hear from John Lewis again. Because of this assurance I chose not to refer the complaint to the Communications Ombudsman.Silly me.
August 8th THIS YEAR, 2019, I am now receiving E-mails from John Lewis informing me that I will soon be receiving a Final Bill which "will not be for more than three months services" In other words, the nightmare starts all over again. I am now retrieving all my phone conversations,E-Mails and screenshots from a backup hard drive in preparation for submission to the Ombudsman. John Lewis are at best, totally incompetent, at worst, a set of dishonest charlatans.
- Location
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- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2013-04-17
- Comments
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Basically a good service but not very savvy regarding the 20gB limit. On the one occasion when I unknowingly (visiting Grandson) exceeded the limit the first I knew was when it virtually stopped working. No warning at all and the reason why only became clear when I contacted them. Room for improvement here I think.
- Location
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- Location
- Banffshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-09
- Comments
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BT was a hideous corporate brute. I got very slow speed and frequent problems. John Lewis has been utterly superb. There were a few glitches after I switched, but these were soon sorted. My ISP is owned by bt and I think this is important. My payment is massively reduced and my typical speed is almost double that which I got with bt. Substantial negative causal (re my time with bt) was switching router off at night. I would never switch from John Lewis.
- Location
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- Location
- Fordingbridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-17
- Comments
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Unreliable connection and bad customer service, no phone call answered in less than 45 minutes, every problem blamed on the user before finally agreeing to let me leave free of charge, then attempted to charge me for leaving!
- Location
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- Location
- Caerphilly
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
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Internet did not work for two days because they serial numbers on the back of the router had not been logged on to their system. Only the fourth operator spoken to was able to work this out. The others said it was a problem in my house. The refused to answer emails beforehand asking how to set up additional email addresses under John Lewis. Nothing on their website either. Turns out you only have one email address. There are no instructions on how to set up for Macs modern operating systems for email. The anti virus system is not supplied for Macs but there is no indication of that on the website. Simple a very poor product - which I believe I have been missold and I will cancel tomorrow.
- Location
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- Location
- Fordingbridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-22
- Comments
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Absolutely appalling connectivity and customer service, broadband has been down more than up, forced to investigate this myself as all tickets opened are ignored until they are closed by lack of activity. When my investigation turned up that the actual problem was with JL's QOS settings, they emailed me thanking me for finding the problem and suggested that changing my online activities would probably cure my problem!!! After multiple complaints they agreed to let me leave free of charge and then attempted to bill me £165 for leaving.
- Location
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- Location
- Leicester
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-29
- Comments
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Very bad customer service. The staff don't seem to know what they are talking about - seem to be getting different information every time I contact.
Took money for installation and promised a refund within 3 days- still no refund 10 days later. Took money for broadband even though the subscription hadn't yet started. When cancelling the subscription told 3 days by one member of staff, then 21 days, then told I would receive a refund via cheque.
Very quick to take money without actually providing a service to the customer. Poor.
- Location
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- Location
- Wimborne
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-17
- Location
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- Location
- Rutland
- Reviewing
- John Lewis Broadband
- Date
- 2016-01-29
- Comments
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I wish in had read these reviews before starting! They are pretty telling... Don't use John Lewis broadband!! Our experience was very very bad, we have cancelled our order now... no broadband after 6 weeks. The worst thing was being told it would be connected on certain date time after time... Even promised then it not happening. So frustrating! Don't touch them with a barge pole!
- Location
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- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-16
- Comments
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Pathetic Broadband service, JL is not providing Parental control, it has mentioned in the web site but actually not comes with it. Very disappointing, Customer services/Technical support also did not know the parental control is available, waist few phone calls, (long calls) then found out its not comes with the package, Got kids home, now we are stuck to service for one year, cannot even cancel it.
Signup month ago, when receive the service it took more than three weeks. only found out about parental control after received the service, but still too late to cancel as customer services.
Call wait time is more than 20-30 minutes any time during the day.
I think JL is the only ISP who is not provide Parental Control
Very very disappointed.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-20
- Location
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- Location
- Stalybridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-14
- Comments
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Worst provider I’ve ever been with, clearly a company trying to tap into a market they have absolutely no knowledge or experience in. Terrible connection, barely ever works spend more time on the phone to customer services trying to resolve issues and feeling fobbed off. Taken out alternative contract paying for both at the moment while trying to cancel John Lewis contract as it’s useless
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-16
- Comments
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I do not usually complete reviews for products or services but this time I feel that I need too. I had not seen the reviews on this site when I ordered the product 2 months ago and when I did I became quite nervous about what service I was going to receive as it appears many people have had issues which I know is very frustrating as I had no end of problems with BT. The service I have received however has been great. The router arrived when it was supposed to, on changeover day I did have to phone the helpdesk as one of the lights did not go out, but I did not have to wait long and it was sorted within a couple of minutes. We live in a rural location so the speed is never going to be great but it is faster than what we were getting with BT. I have also just had an issue with the phone line due to work that Openreach were doing but John Lewis have dealt with it in a timely manner and kept me updated on progress. Overall I am very happy with the product and service received to-date.
- Location
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- Location
- Ringwood
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-08
- Comments
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I ordered Broadband and a phone line to be installed back in October and here we are in December and I am still waiting for it to be connected. I have had no updates. If I call John Lewis the sales department answer calls after 1 ring - after sales and order follow up, I am on a call now - been waiting over 20 mins now and no one has answered!! This is a car crash of a service provider masked by the good reputation of the John Lewis Brand - AVOID LIKE THE PLAGUE!!!
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2021-07-09
- Comments
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Due to a change in contract, I moved my service provider from John Lewis to another provider. John Lewis were kept informed at every stage. A customer service assistant advised I was due a refund. 2 weeks later I received an email stating my account was in debt.I rang John Lewis, paid the account and was advised I would get a refund in due course. I received an email to confirm payment. A week later, email received advising I still had an outstanding payment.After numerous calls they confirmed their error and agreed I was due a refund.A week later I have been contacted by a debt collection agency........ We are on the process of getting a mortgage and this has impacted every. please DO NOT use this company!!
- Location
-
- Location
- England
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-10
- Comments
-
Perfectly fine service from John Lewis Broadband until something goes wrong. Obviously I'm not supposed to expect John Lewis levels of service, although this is exactly why I chose them as ISP.
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-03
- Comments
-
Shocking! I signed up for this believing I could trust the good name of John Lewis for customer service. Howeber they've missed the first and second installation dates and have not made any contact about this despite my request that they do via their service ticket system. So for a third time in a month I'm on an hour long hold on their phone line (which in itself is dreadful, you get to hear the same few tracks on repeat). I actually feel sorry for their customer service team who must face constant anger and frustration from customers as the service is so poor (and in my case so far non existent!). Never again.
- Location
-
- Location
- Weybridge
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-01
- Comments
-
Excellent fast service, professional communication and competitively priced.
Always trusted, reputation proceeds every time!
- 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.