806 Customer Reviews over 21 pages
-
- Location
- Stalybridge
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-21
- Comments
-
Terrible service from day 1, first they send a text saying my phone is now activated, so I cancel my existing contract with immediate effect, then they send another text 30 mins later saying that the phone won't be ready for another 20 + days.
I phone customer services and get Mr Very Rude, most unhelpful person on the planet, tells me I can still use my landline and can pay for calls by debit card, I had signed up for the 'all day' phone package, he tells me the first text was sent by mistake, then say's it's my fault for cancelling the other phone contract.
Spoke with a decent guy the day after, it took ALL day to be able to log online, the password for the router was not recognized even though they had set it up.
Was told that I would get 3 months free fiber for the trouble, then got billed twice on the same day.
Absolute joke of a company, I will be buying out my contract after Christmas and going elsewhere, but not to Plusnet or Parent company BT, all a bunch of incompetents.
- Location
-
- Location
- Stalybridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-14
- Comments
-
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
-
- Location
- Stamdfor Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-27
- Comments
-
John Lewis Customer Service????? Clearly this doesn't apply to their Broadband. I had a problem with my Broadband Service continually dropping the connection (this is after being with JL for 3 Months). I informed technical help that it was a Router Issue. I was told I needed to agree to an Engineers Visit at £65.00, this I reluctantly did. Engineer arrived checked line etc and told me it was a Router problem. A new Router was sent to me. I have now been presented with a bill for the Engineer's visit despite being continually reassured that this would not happen. I rang today to be told you have to pay for the visit and we will credit the charge back to your account. #2monthsbeforeican leavethesecowboys
- Location
-
- Location
- Stirling
- Reviewing
- John Lewis Broadband
- Date
- 2019-02-25
- Comments
-
We switched from Talktalk 5 months ago to save £10/month. We can no loger watch BBC iPlayer without it pausing frequently to load. Web pages load slowly. Even listening to internet radio such as via BBC iPlayer radio doesn't work properly. It keeps dropping out. It is supposed to be a minimum guaranteed speed of 3mbps yet I can't even stream radio reliably! Online speed test websites say I'm getting a decent speed but actual usage is terrible. This was never a problem with our previous provider TalkTalk.
The online help says I have to try a different router. Fantastic! I'll spend my evening configuring my old TalkTalk router and see if that works. Thannks a lot John Lewis broadband. We've paid you £120 so far for dial-up quality internet connection. Complete rip-off and wasted loads of time reloading pages, missing radio and tv programs and now messing around with router configuration like it's 2001.
- Location
-
- Location
- Stirlingshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-01
- Comments
-
Absolutely dire service from John lewis. I've been getting speeds of 0.3 for 3 weeks now with no resolution of the fault. Customer service team are pleasant to deal with but so far have totally failed to fix the fault. They seem to put the query on hold every few days which adds further delays.
- Location
-
- Location
- Stockport
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-04
- Comments
-
What a waste of time this is, terrible connection that drops as and when it wishes, unstable internet when its 'working' no facility for changing direct debit date, tell you to pay manually by card but then completely cut access to your online account as soon as the day arrives! absolutely shocking service... AVOID!!!
- Location
-
- Location
- Stockport
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-02
- Comments
-
The broadband itself is good (provides by plusnet) However, after a problem over payment, I was just dumped by the service team. All the promises and assurances went out of the window, and it was a case of ‘computer says no!’ They just would not help, and couldn’t be bothered.
- Location
-
- Location
- stoke on trent
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-20
- Comments
-
Have lost phone line 3 times since January 1st this year and last time also had intermittent broadband.Not had any compensation. However e-mail service is very slow or gives error messages most of the time and have completely lost this twice in last 5 6 months for days at a time -have spoken to Technical support some time ago and was switched to newer server but this not much better. I e-mailed their helpline on monday re this-supposed to get a reply within 24 hours -still waiting. have e-mailed twice since monday -a deathly silence from them. Plusnet are bringing the good name of John Lewis into disrepute. Have now asked for compensation and a new router!Technical support can be very good but a bit of a curates egg .
- Location
-
- Location
- Sudbury suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-28
- Comments
-
I've been with John Lewis B/B for over 10 years. There service has seriously deteriorated. I am now without internet and email.I can no longer get into any of my accounts due to an Authentication problem they are having. Two new routers in ladt three weeks. Non of my passwords work. They have changed them twice without my permission. Not notified me of change so again I have no service at all. Open reach called out twice. They say it's being dealt by there fault team and will take sometime to resolve. Apparently many customers are affected including those with greenbee usernames. No one knows what they are doing support is disgraceful I am relieved that I am going over to a new supplier next week. Dont touch them
- Location
-
- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-03
- Comments
-
My worst nightmare. July 21 agreed phone/fibre for 4 Aug. 6 Aug told no fibre until 6 Sep. Tried to change back to TT; they prevented it. Now expect to change 16 Oct, when 4 Oct promised. Broadband fails daily; emails never transmit. Tried to charge 12 months canx fee only day after I was told of fibre date. Their emails never worked, still using old one. Often take my phone/computer to stores,pubs, McD's, etc. to use broadband. Customer Service? useless. Average wait is 30 minutes to talk to someone in tech or CS. Today got email for new broadband contract I didn't request. Left hand never talks to right hand? They really deserve ZERO stars for what I have received. If you ever use house phone and broadband, get another provider.
- Location
-
- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-08
- Comments
-
Just awful.was without broadband for 5 weeks many broken promises and mixed messages
New router promised twice never appeared then 2 at once only ordered after I complained
Endless hours on the phone
I now have a service having been made to switch to JL from greenbee
I now embark on a long struggle for compensation as £ 10 doesn’t seem a lot for 5 weeks and 50 + hours on the phone
Wish I could get out of it
- Location
-
- 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
- suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-13
- Comments
-
I wish I had checked the reviews before signing up, I foolishly went on the name. the service is appalling I finally got my broadband after 6 days of phoning and being on hold, two open reach visits which never happened and they have offered to refund the weeks broadband I didnt have as a gesture of goodwill, beyond amusing AVOID AT ALL COSTS.
- Location
-
- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-12
- Comments
-
Signed up last week and have now cancelled as poor communication. Phone operatives are rude - when you can get through on phone! They just don't have the capacity to offer a good customer service. Do not think John Lewis aligning themselves with Plusnet was a great move - certainly do not have same values.
- Location
-
- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-03
- Comments
-
We closed our account as we were moving. However before that we rang several times to make sure we could continue with our webmail. On each occasion we were reassured we could. Today, with the account closed we have no webmail and told they cant provide this service.So we have lost everything, thanks JL for nothing.
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-11
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-15
- Comments
-
Changed from Talktalk hoping for better service, its worse! On changeover they killed my phone line. Speeds are slower. Router frequently crashes. When I changed my direct debit they failed to process it and cut me off. Avoid at all costs.
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-22
- Comments
-
Avoid John Lewis for Internet! My internet keeps cutting off. I can't watch Netflix, Amazon, BBC iplayer on my smart TV for longer than 30mins and then I have wait to for an hour or two hours before it works again and then it cuts off again. I don't get wifi on the 1st floor of my house. Only on the ground floor. I'm so disappointed with JL. The only good thing is that JL tries to help, they do the the line testing over the phone. They have sent me two new routers but they BOTH don't work! Maybe its Plusnet that its rubbish. I've been paying £35.00 monthly for a rubbish service. I also doubt that the technical department's knowledge. I don't think they know what they are doing. Over price for what they are offering.
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-24
- Comments
-
if you are thinking of moving don't give John Lewis a chance to mess it up! Signed up to a new contract, got the phone and broadband yesterday only to be told that due to a billing error on their part we are now to be without phone and broadband for another 10 days. You know John Lewis 3 months free just does not make it right, I expect better from a company that prices itself for customer service.
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-24
- Comments
-
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
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-05
- Comments
-
Don't touch John Lewis broadband!!! This is the worst company I have ever had the misfortune of dealing with. Shocking customer service including mis-selling me fibre which is not available in my area. They failed to inform me of this fact and only when I called back to find out why I had no wifi was I notified that I was not able to get fibre. I then down-graded to ADSL and was told that it would be active in 3-5 working days. A week later no wifi!!! Once again I called and was told that the fibre had yet to be cancelled and they couldn't install ADSL until the fibre order had been cancelled and that could take another 10 working days.
Apart from the above, every time you try to contact them you have to endure 30 minutes of torture listening to the elevator music while waiting for an agent to take the call. Hire more people John Lewis - it's not rocket science!!!
I cancelled my account on 28th October and today 5th November I was billed for the fibre I never received. Unbelievable. Am at a total loss.... I lived in third world Africa for many years and never did I ever experience such incompetence or disgusting customer service as I received from John Lewis. A total disgrace. If I could have selected minus 5 stars I would've. Don't even consider this incompetent company. They should stick to selling clothes and leave broadband to companies who know what they are talking about.
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-01
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-10
- Comments
-
This internet service provider may say John Lewis, But it is not a John Lewis Brand at all. In fact, the internet is provided by Plus net.
I was with JL Broadband for a year. At the beginning I bought the regular broadband package. The minimum guaranteed speed was about 8mb. I was receiving 1.2mb. They failed to fix this issue.
My only option was to go to Fibre with a minimum guaranteed speed of about 25mb I got about 14mb. After weeks of complaints It finally got resolved, however for the rest of the year I was constantly raising complaints both online and on the phone.
They don't like answering queries and they haven't a clue on the phone. They are very rude in fact and talk to you like a piece of garbage.
My router brand was ZyXEL. I know, I know: 'Who'
It was awful. Signal collapsed daily, needed reseting regularly. By the way. That takes 10 - 15 minutes simply to reboot.
When I finally reached a year I left. But my troubles continued. As they don't like answering queries from customers, they don't communicate with each other in house either. My service was disconnected, however they continued to charge me and even threatened me with Debt Collectors. It was clear as mud on my bills and history. Service cancelled, please finalise account. Ignored in house.
Overal
If you would like internet that you may or may not receive, have problems constantly, have emails and query go un-answered leading to frustration and anger. Then John Lewis Broadband is for you!
If you want an easier provider that are cheaper and better. Go elsewhere.
- Location
-
- Location
- surrey
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-24
- Comments
-
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
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-16
- Comments
-
Told JLB that I was moving in November -
Still not connected at my new address. First
contact took down the wrong address. The
second 'had not made it visible' and the third
is still trying. How difficult is it to change from
one address to another three miles away!
I have spent over two hours on the phone to
them and they offered me a month's free service!
I haven't been able to use it for a month!
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-09
- Comments
-
Words fail me. I have had terrible service and even worse "customer care" from JL. Don't go there. Life is too short..
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-17
- Comments
-
Have been with Waitrose/John Lewis for many years, whenever you had a problem it was easy to get through on the freephone number and I never had to wait more than a couple of rings for someone to answer. Ever since Plusnet run the call centre it is a nightmare, give up waiting for someone to answer after 20 mins hanging on, online contact takes at least over 24hrs for someone to answer if your lucky and for this reason I would not recommend.
- Location
-
- Location
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-16
- Comments
-
Avoid!!! Total bunch of wastemen, seemingly unable to do a housemove,took nearly a month with no Internet, excuse after excuse,always blaming 'the system'
Ended up cancelling and going with another company and at a better price
- Location
-
- Location
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-06
- Comments
-
Avoid. Avoid. Avoid.
The worst broadband quality and poorest service I’ve ever encountered
Service just cut out endlessly every day.. Spent 4 months trying to rectify by speaking with technical support. 8 different people suggested 8 alternative ‘fixes’. None worked. Am currently in process of transferring.
Relative also experiencing similar pitifully slow interrupted broadband. Have terminated contract and despite JL agreeing on the phone to waive the early termination fee, they’ve immediately written to an 81 year old lady demanding early closure fees.
By the way JL broadband is just Plusnet with JL fronting it
They are the worst company I’ve ever had the misfortune to deal with a recommend to avoid like the plague
- Location
-
- Location
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
-
I switched from BT Infinity 2, which was costing me over £55 per month, to John Lewis Broadband following a price rise email from BT. I'd been a BT customer for over 25 years and their prices are no longer something I care to tolerate.
My JL router arrived a few days before the agreed switchover date and on the morning it was due, my phone line was active. The broadband was not and I was surprised this was not made clear by JL. I rang their customer service team and my call was answered within an acceptable time. The customer service agent was based in the UK and clearly had a good handle of what was going on. He was able to manually switch on my broadband and everything worked smoothly.
I read, with alarm, some of the negative experiences people have had with JL broadband but mine, so far, has been nothing but great and less than half the price of BT!
- Location
-
- Location
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-31
- Comments
-
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
-
- Location
- Sutton, Greater London
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
-
I made the monumental mistake of not reading enough reviews of John Lewis broadband before signing up. Switched over in May 2017, nothing but problems ever since. Had excuse after excuse, been told I've got the router too close to other items, even though wired broadband is also a problem. Now another week of phone calls and waiting for updates with nothing. John Lewis batting it to Open Reach and vice versa. Intermittent drops which can be as close together as a few minutes on/off. No particular pattern, only know about wired devices as we have linked to our 'smart' digibox. Such a shame because when it's working it is a good speed. I never usually do any reviewing online, so the fact I'm going out of my way to post on as many forums as I can find should tell you something. AVOID. I'm considering further action and looking to evidence voided contract.
- Location
-
- Location
- Swadlincote
- Reviewing
- John Lewis Broadband
- Date
- 2022-10-01
- Comments
-
Reported to ombudsman. Signed contract they mysteriously lost it had to sign another June 2021 for 18 months for£19 a month mysteriously lost that complained last month as charging what they want last month was £24 this month £33.32 hardly used it . Rip of Merchant customer services useless told me to go elsewhere .
- Location
-
- Location
- Swansea
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-08
- Comments
-
Ordered Superfast Fibre Broadband from John Lewis Broadband .I never received the router etc checked with them to ensure they were still able to provide the Service,they assured me they could and were waiting confirmation from their suppliers (Openreach Arghhhh!).I assumed they had extended the swap over date but no 1st June no phone or Broadband.My previous supplier stated they had failed to comply with the process .They failed to apply for a new phone line or arrange for the Fibre Broadband.I now have no phone line or internet access .John Lewis need to distance themselves from Plusnet who run this for them as it will damage the brand.Awful service does not describe them.
- Location
-
- Location
- Swindon
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-01
- Location
-
- Location
- Swineshead
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-31
- Comments
-
Awful signed up on 25/6/17 didn't get phone connected till12/7/17 was told box had been ordered and would arrive in next couple of days after many emails and phone calls and being constantly fobbed off box was actually ordered on the 18/7/17 not on the 12/7/17 broadband was then finally connected on the 25/7/17 so it has took a whole month of frustration lies from them to finally get connected to then be going so slow 5 minutes to open a page rang up yet again be told can take up to 3 days to reach speed 4 days passed still taking forever rang yet again to then be told takes 10 days . Asked about cancelling to be told you are passed your 14 days which apparently start from when you sign up not when you receive the services so you don't even get chance to see if they any good before you are into your contract .please avoid this company totally useless service customer service just lie and fob you off now stuck with a service that's useless but still paying for
- Location
-
- Location
- Sy59ja
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-21
- Comments
-
The worsed ever. They are so bad I cant believe it. They lie to you saying someone will be coming out and the fault will be sorted by the end of the day. Then I phone the next day and they say oh well no one has come out. The message wasn't even passed on. Lie after lie. Never ever again. They waisted hours of my time on the phone and I got know where. So angry with them. Dont waist your time
- Location
-
- Location
- Tadley
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-11
- Comments
-
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
-
- Location
- Taunton
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-28
- Comments
-
Quite possibly the worst experience of a life time. Paid to get out of the deal and run back to BT.
Customer service is operated by my cat.... “well everything is fine from what we can see at our end’. Well it would be wouldn’t it, get down here an you experience it! Several (over 15) calls placed with tech support if not more.
Don’t be tempted by these cheap deals. Really awful apparently they white label the service to Plusnet. If you do take it read the small, small print as you will get stung for loads of additional charges for call thresholds etc etc.....
HELLO BT XXXXXXXX WE HAVE MISSED YOU!111
- Location
-
- Location
- Taunton
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-06
- Comments
-
Signed up so I would be able to work from him as soon as I had moved in. Was told I would be called regarding my complaint. Never was. It turns out they didn’t put the order through so lost £££ in buisness. As way of compensation I was offered 2months free internet but still paying line rental (so about £6 off) very annoyed. Internet isn’t even reliable or strong. Wish I could get out of this now but can’t.
- Location
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.