806 Customer Reviews over 21 pages
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- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-18
- Comments
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I wish I could give minus 10 stars - this is the absolute worst company I have ever dealt with, and I am old! Everything about their operation is flawed, from the sign up process which took £65 from me but didn't register me as a customer, to being told (when they eventually got a router to me) that normal broadband wasn't available at my address, so I would need to upgrade to fibre-optic - which turns out to be a lie, since I am now online with another company, using regular broadband, having used library computers for 2 months during which time I despaired of ever having home internet again! AVOID this company - they are dragging the John Lewis brand into the gutter - I don't even want to shop there any more!
- Location
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- Location
- Halstead
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-29
- Comments
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After 5 months of hassle we are still having problems with John -lewis /plusnet
Present download speed is 0.18. We did try using CISAS to resolve the problem but stupidly let John lewis talk us out of pursuing the case.That will not happen this time!
- Location
-
- Location
- Newcastle-under-lyme
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-19
- Comments
-
Absolutely disgusting service.
The word service should not be able to be used by some companies, this being one of them. They go through the same call centre rubbish as many more.
The bottom line, they are liars and cheats.
I am contracted to receive a speed of 35mb +/- 1mb therefore minimum 34mb
After 6 months of complaining and being told it was my system I was eventually advised that there was a block on my line which had not been removed by BT.
2 months later, I am still getting 23-25mb. At each engineers visit they advised before they left that they were getting 40mb...LIARS
One more engineer visit and they then advise that the line is NOT capable of providing 34mb.
I have asked that my payments today are returned in full and that if they wish to keep my business they offer a new rate. I believe this is more than fair considering the trouble I have had, getting ANYONE to contact you is impossible...
STAY AWAY!!! This is a poor Plus Net service managed by incompetent people/systems
- Location
-
- Location
- Romsey
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-04
- Comments
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After the initial deal, got very expensive. Switched broadband provider, then went on hols, only to discover that they had closed the email account down very swiftly, which cannot be reinstated, which is a problem for an easyJet booking as they only use the original email. Apparently unable to reinstate webmail or anything (I am absolutely sure they could if they wanted to). Very peeved.
- Location
-
- Location
- North West
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-01
- Comments
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I have just left John Lewis (June) and my main complaint of many I have, is with the cash. Whatever deal you strike with them, on every anniversary it is removed and you have to renegotiate it and get your refund. Having got the refund, twice now the refund was ignored and reinstated to my account. Now I've left I don't suppose I'll ever get back to my original deal and get my refunds. Watch this company they delight in adding bits of charges to your account and then you will waste a day on the 'phone to sort it out. It has got worse in the last year, I wonder why?
- Location
-
- Location
- south devon
- Reviewing
- John Lewis Broadband
- Date
- 2016-06-26
- Location
-
- Location
- Hoddesdon, Herts
- Reviewing
- John Lewis Broadband
- Date
- 2016-06-23
- Comments
-
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
-
- 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
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-25
- Comments
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Terrible - avoid. The connection has been consistently poor. Often disconnects for no reason, Skype calls a nightmare. Upload speed virtually non existent. Switched to quality fibre provider now and the difference is astounding. Customer service poor - JL claim they never received our order to change suppliers despite BT engineer coming out to switch on new provider. We are effectively paying 2 suppliers for 2 months and despite repeated phone calls I cannot get this resolved unless I pay an additional £25 disconnection fee! Surprised that the John Lewis brand has such poor customer service.
- Location
-
- Location
- Bromsgrove
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-24
- Comments
-
John Lewis made a big mistake contracting PlusNet to run its broadband. Arguably the most respected brand on the High Street being dragged down by the shysters from Yorkshire. Everything about PlusNet is bad; From the overuse of traffic management reducing your download speed (to below 1Mbp in my case, normally 4-5Mbps) to the truly appalling customer service. Like some other reviewers I decided to take advantage of no penalty charges to leave after a price hike. Although the change to my new supplier went through without problems it was then followed by numerous E-mails that seem to come from a demented robot. It included penalty charges of course disguised under another name, bills for negative amounts, complaints that I had cancelled my direct debit (I hadn't), then thanking me for reinstating it,and phone call charges for the period after the change to new supplier. Phoning customer services was a complete waste of time as they were either too stupid to understand or didn't care. I am now going to complain to Ofcom.
- Location
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- Location
- Chatham
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-21
- Comments
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appalling customer service,very unreliable broadband phone service intermittent.
They put up their prices a few months ago and offered an opt out if you wanted to cancel.So two months ago I terminated my contract but they have ignored this and despite many attempts at contacting them they are still sending me bills and threatening letters.Avoid their broadband like the plague.
- Location
-
- Location
- Godmanchester
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-14
- Comments
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Avoid at any cost. Customer service really polite. Unfortunately no service!
- Location
-
- Location
- South East UK
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-11
- Comments
-
My contract amount was changed very shortly after taking the contract with John Lewis Broadband. I took the option offered to cancel the contract within 30 days as a result of the price change. However, despite phoning immediately to cancel, and receiving confirmation I had cancelled, they still text and emailed me after the service ended, saying I owed early cancellation charges of £87. I had to make several phone calls to clear this up, and, when I tried to email in response to the chasing emails and texts, these bounced back sayimg no incoming emails allowed telling me to go to the website. Spoke further being held with excessively loud rock music (i had to place call under pillow - not on loud speaker!! - and could still hear the music) when they said they didn't know their emails were translated into a notification to log on to their website to "create a ticket". Their texts can be sent "read and reply", but they send their texts "send only". Very very frustrating and upsetting. Never again will I use either John Lewis or their back up service Plus net. I cannot recommend John Lewis Broadband at all. Tip to John Lewis Broadband - Customer service is key and you failed miserably and have one irritated and upset customer who will never return.
- Location
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- Location
- Halstead
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-10
- Comments
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Our download speed is 0.19mbs and frequently disconnects this has been the case for more than 2 months. we have complained frequently to john lewis
(Plusnet) and they have been unable to resolve the problem.The problem continues.Legal action is the next step!
- Location
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- Location
- norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-05
- Comments
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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
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- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-04-19
- Comments
-
AVOID John Lewis, I really wish I had read the reviews before I signed up, I have been with them for 2 weeks and still no broadband connection and now they have the cheek to up the prices for the phone by £2 per month despite me having a contract saying I had signed up for a year at £13.30. UP to now I had always shopped at John Lewis but no more, this has totally ruined my faith in them.
- Location
-
- Location
- cardiff
- Reviewing
- John Lewis Broadband
- Date
- 2016-04-10
- Comments
-
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
- Netley Abbey
- Reviewing
- John Lewis Broadband
- Date
- 2016-04-05
- Comments
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Just don't even think about it. The service is dire, without doubt the worst broadband provider I have ever had - can't wait till the contract ends. I will be avoiding John Lewis/PlusNet/BT in future. What a silly way to trash the John Lewis brand.
- Location
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- Location
- Hounslow
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-26
- Comments
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I switched from BT to John Lewis broadband a year and half ago, due to the reputation of John Lewis.
John Lewis broadband use Plusnet as their carrier. I have had issues with the service ranging from dropped connections, low speeds (sub 2 MBPS) and bad customer service.
The hub that is provided is low power and I get no signal after 5 meters.
I tried calling the customer service team numerous times to resolve the issue, but they are absolutely useless.
I have signed up with another provider and I am hoping they cannot be as incompetent as John Lewis.
- Location
-
- Location
- HALSTEAD
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-24
- Comments
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Most of the time download speed is below 0.3 mbs Has been below 010mbs.
Impossible to view even low resolution videos. Emails with attachments often time out. It's probably due to a poor telephone line, but it's still john lewis's responsibility!
- Location
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- Location
- Isle of Wight
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-16
- Comments
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So many negative reviews! I thought I'd add a positive one for variety. I moved from BT to JL for price reasons - JL works about about fiver a month cheaper, partly because 1571 and caller display are free, which they're not with BT. An Openreach engineer had to fit a new incoming box and modem, and hadn't done a JL one before so I had to help him work it out by finding out what to do online. Speed and reliability are merely OK, but merely OK is as good as it gets anywhere in my area. I think JL broadband is a good deal, and I like their no-nonsense straightforward approach to pricing. The latter is the only real difference I can see between getting your Plusnet broadband via JL or from Plusnet direct.
- Location
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- Location
- Oxfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-04
- Comments
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Maybe we all have something in common? Complete deception. I left BT at the point of going to the ombudsman Until bt finally admitted liability. As I was moving house I vowed never to use BT again. I therefore switched to JL and because I have trusted the JL brand for some 40 years I felt no need to read the small print - JL customer service, pricing and guarantees have always been first class. Yet JL broadband has let me down big time. Moreover my broadband stopped working completely when I refused to except the measly compensation being offered by BT for my last contract. Turns out BT owns 80% of Plusnet which operates 100% of JL broadband. I have encountered dishonesty both at BT and Plusnet masquerading as JL. nEver ar JL. JL needs to compensates us if JL Broadband won't . Finally it seems likely that BT and Plusnet have a blacklist for what they perceive as difficult customers. It would not surprise me if they could cut off broadband connection out of spite so that as is happening to me now, I am forced to consider going back to BT and paying £175 of breakage costs for a contract for a service that has been shockingly useless.
- Location
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- Location
- Bedfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-16
- Comments
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Moved from BT to JL almost two weeks ago and still have no broadband. Lost count of the emails I've written and the hours wasted on their "technical helpline", most of which are waiting for my call to be answered (58 minutes in one case).
Seriously, if you value your sanity, do not even consider switching to John Lewis.
- Location
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- Location
- Ashbourne
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-16
- Comments
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AVOID AVOID AVOID!!!!!!!!
If you wish to experience abject misery, hours of water boarding like oppression, waiting and having to listen to appalling, oppressive music for hours on end and then EVENTUALLY having to listen to what amounts to is a pack of lies, and then after all this you do not get what you signed up for in the beginning...............
SIGN UP TO JOWN LEWIS BROADBAND!!!!!!!!!!!!!!!
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-15
- Comments
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We have been with JL Broadband now for just over three months and signed up to this on the basis that it was recommended by Which? as broadband provider of the year. The broadband service itself is provided by PlusNet - customer service is extremely slow (on average a 20 minute to their customer services hotline every time) and the connection speed is awful. My partner works from home and needs fast broadband to upload and download services from the internet. JL Broadband has massively hindered the efficiency of his work and we are having to restart our router every single day due to the fact that the line drops frequently to about 0.26MBPS which is completely unacceptable. I would not recommend this broadband service to anyone and we will most certainly be cancelling our subscription when the contract is over.
- Location
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- Location
- Yeovil
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-12
- Comments
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I would not have believed that any company could be this bad, let alone John Lewis. Dreadful customer service, incorrect bills every month, hours on hold having to listen to the worst loud on hold music on the planet. The whole thing is run by Plusnet and you are just paying twice as much for the John Lewis brand. But complain to John Lewis and they don't want to know - they just tell you to call the help line, which is actually plusnet. It's a complete con and an absolute disgrace. I have now left and gone over to the Phone Co-op who are great, but John Lewis are still demanding money I don't owe.
- 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
- Herefordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-06
- Comments
-
I work from home - or rather, I did, until I signed up with John Lewis broadband. Now, I just spend my day on the phone to JL’s technical support line. It’s now my 42nd day without a broadband connection and there’s no sign of a resolution in sight. On the dozens of occasions when I've rung JL to find out what's going on - they never ring me, though once in a while I do get a completely irrelevant text - the customer service has been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power. BT Openreach owns and administers the lines, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. A couple of days ago JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. It’s so bad it’s almost comical. Almost.
- Location
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- Location
- Herefordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-04
- Location
-
- 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
- Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-01-19
- Comments
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Unbelievable - the worse experience we have ever had!
We have been without viable phone and broadband for 1+1/2 months (now fixed...), and the support from John Lewis has been awful.
Honestly, DO NOT USE THEM!
We have had promise after promise - broken.
Promise call backs - never made.
Promised fixes - never materialised.
And the time spent hanging on the phone waiting for them to answer is worse than calling support based in India! And that was a major reason for going with John Lewis in the first place - UK based support, and the John Lewis name, which is normally associated with good support!
We are very, very upset and annoyed with the whole experience.
- Location
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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
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-31
- Comments
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They took my money but never connected me. Sent many emails without proper response. The worst customer services I come across. Waited 1 1/2 months then went to sky
- Location
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- Location
- Inverness
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-30
- Comments
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Do not touch them with a barge pole. They are awful . They have taken my money and given me nothing for it and after many phone calls and emails to their MD i have nothing. They even tried to collect my next direct debit which fortunatly I had cancelled. They haven`t heard the last of me
- Location
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- Location
- Exmouth
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-30
- Comments
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Left before my contract even began, the customer service was so bad. 15 minute waits to speak to someone, awful defeaning loud music while they put you on hold or transfer you to someone else. Two out of three people I spoke to were unable to find my details. Then when I asked for confirmation in writing that the account had been cancelled, I got two 'contact us' messages requiring me to log into a website to see the reply, which I was unable to do as the password I was given didn't work.
One operator apologised for the wait and poor customer service, saying that the company is in the process of training up another 100 operators. Ignore the Which recommendation, as the reality falls short of expectations from the JOhn Lewis brand.
- Location
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- Location
- Great Barr, Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-29
- Comments
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The worst provider I ever had, I discontinued the contract within the cooling period as I suggested all the crap which will follow, however they manage to delay to stop the services and I had to pay for early breaking the contract. Real hustlers, never ever again and because of them the plus net as well.
- Location
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- Location
- Inverness
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-28
- Comments
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I asked to change in early October having read a glowing report in Which magazine. I wish I hadn`t. They took my deposit and set up a direct debit with a promise of having it all done in "10 to 14 days" quote. Nothing happened so I called and they seemed unable or unwilling to help. After a couple of calls and being unable to speak to someone senior I asked to cancel the deal and return my money. Then they tried to collect my direct debit which I thankfully had stopped. They wrote asking why they hadn`t been paid!! I wrote to the MD Andy Street which was replied by the Executive Complaints team. They said someone would contact...noone did. I have taken advice from Which Legal services and have sent them a letter accordingly to ask that my monies be returned. It hasn`t and they don`t even have the courtesy to acknowledge my mail. They have taken on the wrong guy and I will sue them and shame them mark my word. I will ensure all and sundry know how they operate and are nothing short of thieves. John Lewis I held in high esteem prior to this . They are now at the top of the list for bad service. MY ADVICE IS DON`T GO NEAR JOHN LEWIS BROADBAND. Read these reviews and BEWARE.
- Location
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- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-24
- Comments
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A follow up to the review below. Over a month without Internet despite having moved and elderly relative. The worst time to lose your connection. Spent more time on phone. 40 mins last night. Great chap. Admitted they had made another error at the start of the order and said that I would be connected in 15 mins! Joy!!! Rubbish! Still not connected and red light still on, BT says lines and exchange all working fine. What the hell shall I do next? This is really the worst company I should have connected with.
- Location
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- Location
- Wolverhampton
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-22
- Comments
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I like many on here switched after reading that they were the best, feel like I've been stitched up good & proper. Router didn't arrive as promised, Engineer didn't arrive on the day he was supposed to. John Lewis will charge £49 if your not in to receive the Engineer. No one contacted me to let me know that the Engineer wasn't going to arrive. Cant get through on the phone to rearrange, not a clue what's going to happen next . Don't bother worse service ever & I haven't even had it installed!
- Location
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- Location
- Mayfield, East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-21
- Comments
-
We were so sick of BT that we stupidly agreed to pay over sixty pounds a month for fibre optic broadband, what a complete disaster! They sent the cheapest router, their own engineers told us that. They NEVER answer the phone, we have poorer signal now than we did in a 1 meg area, can't even shop online. When you finally speak to customer services they can only transfer you to technical support, how many days to I have to spend on the phone getting nowhere? We have been duped, we paid for branding, John Lewis sold us out to Plusnet. Can't even cancel without being screwed. So angry.
- Location
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