806 Customer Reviews over 21 pages
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- Location
- Sevenoaks
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-17
- Comments
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Decided to sign up with John Lewis and was given details of their Email service the rest to follow later. Attempted to set up the Email on the Mac Email client. Despite all the settings being correct according to information provided, it just wouldnt work. Have never had such a fruitless fight with an email service. Took this as an indicator of the rest of JL broadband so ditched them.
- Location
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- Location
- Andover
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-16
- Comments
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It's a very frustrating situation, my list of problems seem to be growing (rather than being resolved) and the implication is that perhaps they hope most of their disgruntled customers will give up.
As at 15/12/20 I still haven't had my money back despite a promise it would be "immediately" refunded.
John Lewis Broadband is actually PLUSNET. I have found it to be a terrible service.
The PLUSNET (aka JL Broadband) team seem paralysed by internal chaos, slow management reaction times, denial and an overwhealming lack of service ethos.
Customer services are almost impossible to contact, they assume you are the problem and deny that "you" the customer could have struggled trying to contact them.
I cannot comment on their broadband speeds or router performance because after switching to them, then waiting over a month getting nowhere, I was eventually forced cancelled the service.
When I finally got through and raised my issues by phone. The service rep only wrote that I wanted to cancel the service but did not make any note of 'why' or record my complaint.
I then wrote back with several issues spelt out in a simple numerical list of points. Amazingly the next service representative wrote back, starting with an illiterate paragraph that made absolutely no sense, then they asked me to write explaining what the issues were - clearly not having read my bullet point complaint letter.
I received a further letter saying my case is being looked at. It implied it was impossible not to be able to reach customer services... Problems were due to Covid.... I should have continued waiting/I should have been in touch earlier... i.e. I should understand their problems...!
So in summary, please don't waste your time on JL Broadband or PLUSNET. Read the other complaints, we're all fundamentally saying the same thing; If they don't record the complaints then the stats don't reflect the problems.
NB. John Lewis Partnership please disassociate yourself from PLUSNET. They are wrecking your reputation.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-04
- Comments
-
We've had a huge problem with our John Lewis/Plusnet broadband since May and it's now August. Appalling customer service, refused to send out Engineer and every time I call them, they go from the beginning again ...."I'll run a test on the line"....."Oh, yes, it's falling out"...they refused to send a new router but when they finally did, the problem still continued. I've lost business because of it, as I can't work from home with this rubbish. What am I paying for? I daren't swap suppliers at the moment incase I fall down a big hole of helplessness and no-one then takes responsibility. Avoid. I expected more from John Lewis and this whole saga has changed my impression of the company. We had problems last year too. Cheap skates.
- Location
-
- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-01
- Comments
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I ordered this a month ago. The delivery date was two weeks ago. I had to ring to ask where it was.
The guy said he would send a router immediately but refused to start the Broadband so I could use an existing router.
The router arrived, so I rang to ask them to start the broadband. Apparently they have no record of an order.
It will take another 4 days.
I think the problem is PlusNet but who knows.
- Location
-
- 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
-
- Location
- Macclesfield
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-19
- Comments
-
Absolutely awful. Since November I've had to call them a couple of times a month, now evey week almost. The internet goes down daily. We've had a router change and two engineer visits, no communication on the problem other than 'It's fixed'when it clearly isn't. The worst service and product. Highly frustrating especially when I work from home once a week. The tech centre know as much about it as I do (very little). Wer3 changing providers asap
- Location
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- Location
- Argyll
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-01
- Comments
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Do not sign up with this company.My poor experience reflects that of others 2 months of waiting with 4 new contracts. Long waits to call customer service. Excuses given and existing provider blamed Money taken immediately at the set up of first contract not returned despite promises. I gained a better deal with my existing provider BT but plus net left a tag on the line causing a two week delay. Stressful from start to finish. I have complained to ofcom suggest other reviewers do the same
- Location
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- Location
- north yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-02-08
- Comments
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Constant daily dropouts, customer service take the politicians approach to answering questions. Watch out for the calls included phone service Over £120 for a 15 minute premium / mobile call
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-08
- Comments
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We left this company before the year was up as our Broadband was so slow. We were told we would not pay a termination fee as that was the reason we were leaving. They then sent a text and an email asking for money for the months left. Our new company agreed if we paid they would credit our account. Today I went to pay and was told my bill had been passed to a debt collection agency. I have never in my life been in debt or owed any money. Disgraceful...Beware of this dreadful company
- Location
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- Location
- cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-18
- Comments
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awful just awful
They just want to get you off the phone .They don't solve the problems they provide stock answers when that is often not needed .speed ( actually using the word speed is a misuse of the word) of 0.35MB yand no I haven't put the point in the wrong place!
- Location
-
- Location
- Lincs
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-17
- Comments
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I signed for JL broadband on Feb 1, its now Feb 18 and I still don't have a reliable connection. I don't feel I've any chance of getting one. Do not sign up for this service, you will eventually lose your mind....
- Location
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- Location
- edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-11
- Comments
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This is not a john lewis product ... its plusnet/BT and the customer service that goes with it... my advice is to stay far away
- Location
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- 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
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- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-29
- Comments
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Really abysmal and ineffectual customer service.
When I tried to switch to JLBB broadband and telephone and they were unable to take over the phone line they refused to cancel the contract. This resulted in me being without a phone line for 5 days and broadband for 13 days, and I am still trying to recover my deposit of £11.50 almost 8 weeks later. I was put on hold for lengthy periods up to 30 minutes whenever I phone their customer services to sort out the problem. Their answer was always to transfer me to another department. I am continuing to pursue my refund and request for compensation.
- Location
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- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-28
- Comments
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Don't waste your time with this company. Failed to supply Internet and so far its been 2 months trying to get our initial payment refunded. Customer service lie to get you off the phone and hang up on you if they can't be bothered with you.
AVOID THEM.
- Location
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- Location
- east sussex
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-04
- Comments
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TOTAL SHAMBLES !!! not a clue what they are doing stick to food and homeware
- Location
-
- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-29
- Comments
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Dont bother useless, gave up after 3weeks with no connection and cancelled before i went mad.
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-10
- Comments
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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
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-11
- Comments
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2 months, 12 hours on the phone to the helpline, still no fibre broadband. They have told me it was accidently cancelled 3 times, it is always someone else's fault, lots broken promises, excuses and blaming on new inexperienced staff. I love John Lewis but if you actually want fibre broadband then be prepared it may not actually happen.
- Location
-
- Location
- Seaton
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-04
- Comments
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Over charged and unable to rectify for months, what a load of cr*p. I would steer clear of these cowboys
- Location
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- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-18
- Comments
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DO NOT USE. This service has nothing to do with John Lewis. It is Plusnet on the cheap. After I made the order they didn't send a router out. They didn't respond to emails, and the customer service rep had the cheek to tell me to be "civil" by challenging him that he was wrong. Apparently it's my fault that I didn't have the router because I must have it. Utter incompetence verging on fraud to advertise this as John Lewis.
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-12
- Comments
-
Absolutely terrible - DO NOT USE JOHN LEWIS!! The speed is flakey and drops all the time. When you try and cancel they make it next to impossible - you can't get through to their customer service department, or when you do the call drops - then they over charge you in the hope that you give up trying to get a refund, which you will because they are unbelievably painful to deal with AVOID AVOID AVOID!!
- Location
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- Location
- Crawley
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-08
- Comments
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Six weeks without reliable telephone or internet over Christmas 2017, repeatedly told no fault snowing, had to wait for a BT openreach engineer. After using my mobile to call both JL broadby and BT and arranging appointments directly with the engineer myself I once again had internet. This week the problems begin again, this time I'm told again that the system isn't showing a problem (just like last time) and if it's the router I can buy another one.
Dont waste your time or money, I would not recommend this company if my life depended on it.
- Location
-
- 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
- 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
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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
- Derby
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-28
- Comments
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So I cancelled with JLB when they put their prices up. Paul Coulton (Operations Director) immediately emailed me to say they would charge me £105 as an early termination fee. I called Customer services who refused to let me talk to the elusive Mr Coulton but they said the charges were wrong and I would not be charged. Next I see they have billed me and were about to take the charges from my account so I cancelled my direct debit to stop this happening. I also called again to talk to Mt Coulton - not allowed apparently.
Now I have another threatening e-mail from the said Paul Coulton threatening court action if I do not pay within 14 days!
I guess I'm going to court. Perhaps Mr Coulton will turn up there but I somehow doubt it.
- Location
-
- Location
- Leicester
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-29
- Comments
-
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
- Great Yarmouth
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-11
- Comments
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Signed up on 26th October and still have no broadband service. I gave up trying to call the helpdesk as it was always experiencing higher than average calls. Made a complaint and was told it was because they had not sent me a router. I have my own ADSL router so that is not the issue at all, however the Customer Complaints person also said they tried to call me and left a voice message. No one has called my mobile which is my contact number. I would not suggest to anyone that they use JL broadband, in fact I've been telling anyone that I can to avoid them like the plague. Customer service is nil; they appear to have no idea why I do not have service; and ignore messages posted on 'my query', hence why I made the complaint. I had to give one star for speed, but in all honesty I have no idea what my speed is since I have never had the service!
- Location
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- Location
- Broseley
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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Paid for DSL broadband was supposed to have been activated yesterday, but is still switched off. No explanation given for the delay. Contacted support, and waited for over 30 minutes, before giving up. Their online email support form appears to have been disabled, so you can't even contact them this way.
The sales people are the only ones who answer their phones, and the one I spoke to ACTUALLY ADMITTED they deliberately disabled their email support. AVOID AVOID AVOID.
- Location
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- 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
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- Location
- Halstead
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-29
- Comments
-
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
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- Location
- Newmarket
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-23
- Comments
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Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.
Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.
On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.
This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.
I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
- Location
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- Location
- Ashbourne
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-16
- Comments
-
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
-
- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-04
- Comments
-
The gorilla at the London Zoo probably knows much more about what broadband is that the clowns calling themselves John Lewis Broadband team. I have given one star as this website does not let you to leave a review without given a star rating. One star is one too many for these loosers. No customer service, no broadband, their own website does not work for bill payments. It has not been working since September 2019. Emails complaints, phone calls do not help. They just do not care because they are not intelligent enough to understand and resolve their own issues. They should be banned from calling themselver a "broadband provider" for life. John Lewis may be a good department store but they neew to put their own house in order and get rid of the so called "broadband team." They could at least start by reading reviews online.
- Location
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-14
- Comments
-
Two weeks of no service, still being fobbed off with the same scripts from the call centre, and they will absolutely not send an engineer to help an 87 year old customer; no she's sent a youtube video, as if she can access that, when she isn't able to upload anything. I'm amazed J Lewis allows this level of service. I'm leaving.
- Location
-
- Location
- Newmarket
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-23
- Comments
-
Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.
Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.
On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.
This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.
I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
- Location
-
- Location
- Herne Bay
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-28
- Comments
-
Nothing but contempt for this company. So very helpful staff. Only been with them since 09/2017 and had nothing but hassle from day one. Connection is a big joke if you can connected at all? Its costing my Wife and I to break the contract £130:40 which we cant afford but what can one do? A decent service we need not keeping fingers crossed and praying when logging on. Back to the drawing board but who is a decent helpful company??
Under no circumstances give this compnay your business but PLus Net their server is a part of BT.
Never again has cost us money like it has other with their story's of woe
I give zero stars for all catogories i clicked Customer services in error.
- Location
-
- Location
- Northampton
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-13
- Comments
-
Complete rubbish. It's like being on Dial up again! Will not be renewing
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-02-05
- Comments
-
If you're considering moving to John Lewis broadband because of the brand reputation for quality and customer service, THINK AGAIN. The move into phone and broadband must have been a disaster for JL and if I was in charge of brand I'd be getting out as quickly as possible. As their customer I will be getting away from them as quickly as possible. Service is AWFUL. Response to dealing with problems is AWFUL. Yes their call centre is based in the UK but I've seen more competence from call centres everywhere else than I've had from John Lewis. And it's only possible to get them on a free phone number, fine if you've got a landline but if they've cut off your landline and you're calling from a mobile you'll spend a fortune. Which they won't refund you for. To sum up JL broadband in three words: AVOID. AVOID. AVOID.
- 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.