806 Customer Reviews over 21 pages
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- Location
- west midlands
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-10
- Comments
-
I thought i would try give John lewis, as my last Provider, Talk Talk were extremely incompetent from start to finish.I place my order with JL just over week ago in 29/9/2018 and was given three option of when every thing would be set up after Paying Nearly £90.
However this didn't get to plan, after waiting half hour on Saturday to get through i was sent a email basically stating wait till Monday.
So I phone Monday even though the first person i spoke to seemed inexperienced but polite he had told me it would take a further two weeks for every to be set-up meaning this would of been a month!. i then decided to cancel
I then had heated argument with one of their cancellation team member as he was telling ( couldn't get a word in edge ways) me this would be the same for any other provider to take this long ??.
in the end spoke to some more polite and i have now gone with another provider and i will be set up by the end of the week!
stay Clear if there is issues in the beginning i guarantee you it will only get worse!!
- Location
-
- Location
- Marlborough
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-02
- Comments
-
Very slow speeds and when I have a problem I cannot get through on the phone as 'they are experiencing high call rates" Really? Every day? Poor service for a company carrying the John Lewis brand.
- Location
-
- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-02
- Comments
-
I am extremely dissatisfied with the service received since switching to John Lewis for phone and broadband.
After a catalogue of errors setting up my service, I was without broadband for five days, and have been without a working phone for 5 months. I had to make almost daily calls to try to resolve the matter.
Five months later, after repeated attempts to get my telephone line working again which has been off for four months, I still have not been given a timeframe it will be working.
The speed is also very slow, again this has not been resolved.
Responses from JLB (Plusnet) have been very disappointing, following escalating the complaint.
I believe most customers do not know the real level of service that they are buying, assuming they will get excellent customer service, as I did. The service is provided by Plusnet.
Sadly this is very far from the case and I would strongly question where review companies and Which? took their initial data from.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-14
- Comments
-
I decided to switch from TalkTalk because of its notoriously poor service but so far John Lewis has been even worse. Slow to switch, with very poor communications (I got random emails saying "we have escalated your query" when I hadn't submitted a query, and then it turned out that "escalated your query" meant "downgraded the service that we're giving you because, even though you say you already have broadband, we don't believe you so we're not going to give you broadband, but don't worry, you won't have to pay". I'm stuck without broadband, but am having to pay through the roof for pay-as-you-go wifi in the meantime. I now have to have a different phone number because JL said the old supplier to release my old number. However, it looks as though John Lewis hasn't actually told my previous supplier that they've taken over, as my previous supplier is still sending me bills. Generally, I'm astounded at how poor this service is, really unexpected from John Lewis - maybe you should stick to selling cups and cushions. If anyone else is wondering whether to go with this service, don't - it's not worth the hassle
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-04
- Comments
-
We don't have the broadband yet so I can't rate the speed and reliability, although if it's anything like the customer service I'm already regretting it. It's been 6 weeks since we placed the order and still no broadband. The box arrived after perpetual chasing then silence. After further waiting we were told our order had been put on hold. ??? We are racking up huge bills purchasing additional data, paying for online subscriptions we can't use and are now been fobbed off that we need to wait another 10days. This surely is not John Lewis but an imposter in disguise. Sort it out John Lewis as this is tainting your reputation.
- Location
-
- Location
- Rhyl
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-11
- Comments
-
Tried to sign up to John Lewis never happened, I only found out we weren't going to be connected when I called about another problem, despite a customer service representative trying to help nothing happened.
They blamed previous provider who I phoned countless times who told me my leaving date John Lewis said it was then down to BT open reach after 3 days of phoning and countless emails I got fed up and cancelled the order.
After reading the reviews I'm glad I did don't bother waste of time
- Location
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- Location
- Derby
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-30
- Comments
-
Having read the reviews i was concerned movind to JL/Plus net, however, my change from BT to JL, was without any problems, emails + TXT were sent on the day of changeover confirming it all. i received a mail at 3am for the phone line , and without internet for aprox 2 hours during the change. its was a shame that BT would not move on the extortionate price i was paying and now have the same speed with unlimited download, the same upload (78/20) and a fixed ip that BT cound not offer. great stuff JL keep it up *****
- Location
-
- Location
- goole
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-30
- Comments
-
Really dreadful. Worse than I expected.
The line was "mis-jumpered" in the cabinet, despite JL / Plusnet telling me all was OK. I had to risk £65 for an Openreach engineer to visit and sort it out.
JL promised me 2 months free service for the trouble, but didn't credit me.
My home phones don't ring when someone calls. Waiting for Openreach again, as a "line card" is faulty in the exchange.
Phoning JL customer service takes you to an Asian call centre, located in Leeds. Aggressive, awkward and unhelpful.
Go to another provider. Any other. Don't buy JL.
- Location
-
- Location
- goole
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-07
- Comments
-
Dreadful. I was with them for 1 year without trouble. Went away for 6 months visiting a sick relative abroad. Direct debits taken monthly.
Returned home to everything dead.
Connected but no broadband as I was connected to Sky at the exchange (mis-jumpered).
The Openreach guy ripped the master socket off my interior wall, damaging the cables. 2 more visits to get it fixed. BT Openreach very sorry.
JL then try to charge me £50 for the visits. Hours phoning them, always promising a manager would ring back. Never happened.
- Location
-
- Location
- goole
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-11
- Comments
-
This really is dreadful. I am truly appalled. I switched from SSE broadband as the price went up from £12 per month to £26 p.m.
JL wants £22.50 which is not a lot less.
Their router is probably worth 50p.
Their service is dreadful.
They told me I should be connected within 2 hours, but I had to phone at 10pm. They apologised, saying BT had told them everything was setup, but their system hadn't worked. You're left high and dry. Go elsewhere, this is just rubbish.
- Location
-
- Location
- Lancashire
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-21
- Comments
-
I was paying premium price with BT broadband and thier broadband was poor. I decide to join John Lewis Broadbad as I can honestly say their broadband is so much better than BT. I also saved more than £10 a month. Highly Recommend to family and friends.
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-28
- Comments
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First 6 months of contract fine the last 6 months have been awful. Broadband constantly disconnects ....... Utterly disappointed with service and intend to go back to my previous provider at first opportunity
- Location
-
- Location
- Warmington
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-24
- Comments
-
New customer rang Customer services as charged £96.00 instead if £26.00 contract fee. Told extra was because I had cancelled my contract, completely untrue. Customer services said someone their end must have done, it had happened before. Said he would sort and then was transferring me to another department re the cancellation, hung on for over 20mins, I rang off. Rang customer services back, same result, rung off again, rang customer service again,phone put down on me. Rang again this time lady said she would sort and yes I was due a refund of £70.00 as I had not cancelled. Email arrived I would get a refund of £48.22. . Again rang customer service to be told refund comes in two parts, a manager has to authorise the rest and i would get email. 5 days later no such email has arrived. I still have no idea whether my contract will be ended or whether they have corrected this. My last resort is I have written to their office in Sheffield, recorded delivery. Hoping for a personal contact who can sort this problem.Customer support hopeless and frustrating. Not worth bothering with.
- Location
-
- Location
- North wales
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-09
- Comments
-
Omg john lewi broadband & phone set up brandband for my new house last week and promise me that it will be all set up on this Saturday the day I'm moving in so I wouldn't be without Internet the guy that I spoke to on the phone for over an hour told me that he had a problem with his payment system and if it hadn't have gone out my account by by the next day he would call me back and go through it again but I had no phone call it was still pending in my bank till this morning so I called then back up to find out there was no record of me on the system all the passwords all the security checks everything that I set up nothing my phone numbers not there any emails not there nothing so now I'm in a situation where I'm going to move into a property with no phone and broadband setup so I said I wanted to speak to a manager and making a formal complaint about the guy that I spoke to and their system then he avoids me but I couldn't making a complaint because I'm not on the system I haven't got an account so annoyed it is not the word
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-26
- Comments
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I think it is diabolical that I have been waiting 3weeks from when I applied and still do not have the internet every 2dayss I phone and I’m told I have to wait 48hrs then 48hours later I’m told 48hrs then 48 hrs later the same,I totally broke down and had to have a crisis team to come out as you had totally broke me,I still have no internet! It’s terrible to treat people like this especially in isolation
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-18
- Location
-
- Location
- Carmarthen
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-13
- Comments
-
Chronic service signed contract end of Nov for £20 a month for a year . Service stared 10th dec first bill £22 (they put it up £2 a month before my line even started. Have had to ring customer service every month since as bill wrong every time. Staff seem bored and uninterested. John Lewis should be embarrassed to be associated with their provider.
- Location
-
- Location
- Midlands
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-06
- Comments
-
Poor set up, poor customer service (initial set up, revised set up, billing) although technical support good. Would not recommend.
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-04
- Comments
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Having had the John Lewis/Plus Net service for 6 weeks and after numerous phone calls and engineer visits, a problem with the internet connection dropping out, has not been resolved and at one point I was told this is 'normal' for internet connections. I am now looking at cutting my losses and sourcing an alternative service provider.
- Location
-
- Location
- Otley
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-17
- Comments
-
repeated internet problems sold a router that was not required had to pay to get an engineer in 30 minute waits on the phone. Terrible iSP
- Location
-
- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-25
- Comments
-
Switched from BT and I really wish I hadn’t. Having had 31MBPS consistently from BT I now get 6-9 MBPS from John Lewis. Two phone calls to John Lewis technical support got me nowhere - then get passed around the order department, back to tech support and back to orders. They can see there is a fault on the broadband, which they tried to blame on my equipment. Then they claim they can’t find my landline. And still I get slow broadband. Appalling service.
- Location
-
- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-22
- Comments
-
Ordered John Lewis after BT put their prices up. Can’t fault the service, couldn’t connect at first but a quick call to their Helpdesk and it was quickly sorted.
- Location
-
- Location
- Horsham
- Reviewing
- John Lewis Broadband
- Date
- 2014-05-24
- Comments
-
This company should be truly shameful and i would stay far far away from their broadband service.
I joined them on the 25th April and my activation date was 13th May, But on the 13th no bb so i contacted them and they said sorry it should be active by the 14th but that didn't happen so after a long time on the phone and a lot of messing about with routers and passwords they finally said they would send out an engineer the engineer never showed so JL (john Lewis) said they re-booked the engineer but again no show this happened 4 times and was escalated 3 times during that time, any company that escalates your problem more than once is not to be taken seriously. I phoned this JL up and canceled my account today due to the fact they are useless and have done nothing but waste my time i was in my 30day cancellation time by 1 day, but i cant seem to get any of my money back that they took up front. They are also sarcastic as soon as you request a cancellation.
- Location
-
- Location
- somerset
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-11
- Comments
-
Absolutely appalling. Email almost unusable
- Location
-
- Location
- Lambeth
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-23
- Comments
-
So far, so good. I have been with John Lewis broadband for almost six months and have not had problems. In the first week or two the download speed seemed to fluctuate but I generally get 11-13mbps, and upload 1.5mbps. Sufficient for web use and music/video. Far faster and more reliable than my previous broadband provided by a large supermarket chain.
- Location
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- Location
- Marchwood
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-30
- Comments
-
Have had John Jewis Broadband for 1 year and 5 months now. first 6 months speed and reliability were fine, after that it started disconnecting alot, speed was awful. I have called numerous times to customer service, I am being told always everything is fine. past couple of months has been slightly better but it's been absolutely awful last week. I have saved all my speed tests since, even at 1am, the download speed is under 1mbps. nothing has changed at the property, we have already changed 1 router from you, so you tell me what's next. definitely a problem at your end.
- Location
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- Location
- cheadle cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-23
- Comments
-
Terrible, a con, pLUS NET under the jOHN lEWIS Brand, Devaluing the brand, avoid avoid avoid.
- Location
-
- Location
- Manch
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-22
- Comments
-
Going live tomorrow. Been on phone an hour so far to check up. Getting bad vibes about this.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2022-10-14
- Comments
-
They cut us off when moving a month early as someone misread the month. Very unhelpful getting it sorted. 4 months later the refund agreed still hasn’t come. Every time you phone they are lovely and promise a call back or email which never comes. They update your account but as they closed the account you can’t see it to respond. Just the worse service and worst customer service ever. No joined up care. No one looking at the the overall issue. 4 months and a multitude of calls and they really have no joined up thinking. The customer comes last. Would never ever recommend them. I hate writing bad reviews but they have had 4 months to sort this. Just awful.
- Location
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- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-23
- Comments
-
I changed from Plusnet to John Lewis, so it's effectively the same internet provider. I had doubts because of the bad reviews, but most of the issues I've had have been minor and temporary.
I don't know why they ask you to choose a changeover date, because that passed with no explanation of why there was a delay, just an apology for the delay. Then I got emails and texts out of the blue to say my service had switched.
So far, 2-3 weeks in, I'm fully switched and consistently connected and my speed is slightly faster than I had before with Plusnet.
The issues I had were with billing, the switch date and contradictory emails. I was billed for the first month despite having already paid for it upfront, and they took the payment out of my bank (to be refunded later) rather than cancelling the bill. JL really need to sort that out as it seems to be a known issue. I was also sent emails/texts saying both that my home phone had successfully switched and that my home phone was due to switch in 2 weeks. I already mentioned the switch date delay.
I am pleased that my service is better than the reviews give a picture of -- though the service could vary for others depending on lots of factors.
As it is now, I'm happy with it. The speed is faster than what they actually offered me, the customer service (online) has been ok, it's been reliable so far. And it's cheaper than Plusnet but with more features (free caller display and evening and weekend calls included). As long as it carries on like this, I'll be pleased with my choice of provider.
- Location
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- Location
- Nottinghamshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-01
- Comments
-
Broadband speed is ok and generally it's reliable. Real issue is the email service. It's hit and miss as to whether it connects at all remotely - quite often times out (as it has just now). If you get in, it crashes time and again, so sending emails remotely means typing them in Word and copying and pasting, often repeatedly. Most recently, we weren't able to log in at all. Customer service couldn't tell us what was wrong as it was working at their end. Said would get back within 48 hours (!). Didn't. On chasing, my husband spoke with a very arrogant guy who came up with an unconvincing reason as to why it had happened but fixed the problem remotely - but not on the home pc! He claimed it was a Microsoft problem and "Waitrose" couldn't help. My husband (who knows little about IT) made a suggestion about adjusting the Waitrose setting. The guy dismissed it out of hand. End of call. My husband did what he'd suggested and it worked. Totally unacceptable to be without core email for two days and then not have a competent IT support service.
- Location
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- Location
- Woburn Sands
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-03
- Comments
-
If you can get through to Tech Support, they can be helpful on setting up issues. However having recently had my service down for nine days, they sent one update at the beginning saying it could be up to 14 days (!), then nothing further. The BT website (it was their cable / exchange problem) was not much more helpful. In the end, I found out was going on by walking down the road and talking to the BT engineers. Now the service is back up, there’s been no contact from John Lewis offering a refund for the nine days I had no service. They’ll send a customer satisfaction survey after an interaction if they think they’ve pleased you. Otherwise they don’t. A superb way for them to convince themselves that they’re great.
- Location
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- Location
- Isle of Skye
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-24
- Comments
-
DO NOT SWITCH TO THIS SUPPLIER. After getting fed up with BT's hiked prices and poor customer service, I decided just to go with the cheapest option out there which was John Lewis/Plusnet. They did not send a router until I chased them and their attitude was appalling. Finally got switched over only to find our phone line crackled to the point where you could not use it and our BB dropped out constantly. Rang to report fault and was told it must be our equipment. Given that everything worked just find before I switched I doubt that. Now waiting for an engineer to look at the fault. Totally unimpressed and Plusnet you are giving the John Lewis brand a bad name.
- Location
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- Location
- FRINGFORD
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-06
- Comments
-
Slow & unreliable from the start- somedays perfectly adequate, the next capricious.
Pus a router that has the range of a thrown tissue.
Complaints are met with the same scripted response "everything fine this end"
JL should hold its head in shame
- Location
-
- Location
- North Easr
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-02
- Comments
-
Terrible, been bad service since day one. Customer service and faults just fob you off. Stuck out my contract and finally move from them next week.
AVOID
- Location
-
- Location
- Weybridge
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-10
- Comments
-
Switched from Talktalk who are poor in every way.
Very impressed with excellent service and brilliant speed of Internet.
Very fast set up within days.
Very happy
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2022-08-22
- Comments
-
I wish i has seen the reviews . How can John Lewis trash their brand with this service. Customer Service is appalling , nothing works not even the website
Still within 14 days - think i will cancel
- Location
-
- Location
- West Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2022-06-16
- Comments
-
After 6 months of intermittent drops in service I changed to BT full fibre. John Lewis continued to debit my account, including one payment taken even after I informed them what was going on. Then they had the damn cheek to tell me I have to wait for 20 days for a refund of MY money which they had taken WITHOUT authorisation. When I told them they had 24 hours to send me a refund they stonewalled me. Do not ever choose this bunch of amateurs for anything. Appalling behaviour.
- Location
-
- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-23
- Comments
-
Got off to a rocky start when it took over a week to fix connection issues then was ok for a while until we starting having lots of dropped connection problems and very poor speeds in normal hours and practically non-existent speed during peak hours. Would NOT recommend. Heading over to BT next month I'd rather pay more and have good speed than put up with a dial-up-slow connection
- Location
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- Location
- Slough
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-26
- Comments
-
I wish I would have come across this page earlier before opting in for JL broadband. Every page I went to was explaining that JL is new in this area but due to the "strong focus on customer service & satisfaction" it would be a good choice - I cannot disagree enough. Fully aware that this is most likely a subsection/different department, if not entirely outsourced. Almost one month in after signing up for their services, I have literally given up and requested a refund. Not able to get through on the phone line, so only option to get in touch is the online form. You never get a proper response, have to constantly chase them up yourself and once (if) you are lucky that someone does actually write back to you, don't expect to get an answer to your questions - you will simply get a template text that has a 50/50 chance of being unrelated to what you were asking. Stick to other companies like BT, Sky, Virgin etc. if you can and avoid JL broadband. Sure, none of the others is flawless either, but this was an utter disgrace to the big JL brand and their otherwise well-known world class customer service.
- 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.