806 Customer Reviews over 21 pages
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- Location
- Telford
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
-
Very disappointed with the pathetic speed and the extortionate price... Paid over £40 just for broadband and the speeds rarely got to 20mb... The worst ISP I have used to date and that's going something
- Location
-
- Location
- Tenterden, Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-21
- Comments
-
Technically seems fine, but billing and customer services are chaotic. Strongly recommend avoiding them until they have these problems sorted.
- Location
-
- Location
- Tewkesbury
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-13
- Comments
-
What a nightmare ! If only I checked other reviews first !
Trusted the name stupidly.
Very poor broadband speed ,despite great speed before with BT.
Terrible customer and technical service too, and they want to charge me for leaving !
- Location
-
- Location
- Tewkesbury
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-10
- Comments
-
Wished I had checked the poor reviews before I signed up, worst company I have ever used , can't seem to get anywhere with them despite trying lots.
Want to leave but they threaten charging me to leave,despite their horrendous service.
- Location
-
- Location
- Thatcham
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-16
- Comments
-
Awful. Very slow speeds and we have currently been cut off with no internet for 9 days and the same thing happened last year for 10 days. They are just Plusnet rebranded, who in turn are BT, but I have stopped shopping at John Lewis and Waitrose as a result.
- Location
-
- Location
- Tiverton
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-11
- Comments
-
Cancelled TalkTalk and the JL router didn't work so no internet for 6 days. Lost £kkk's in business and they gave £10 compensation.
- Location
-
- Location
- Todmorden, West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-19
- Comments
-
Moved to JLB after a price comparison website said they were the cheapest. After less than 1 month JLB increased the monthly cost. I was angry that JLB offered a fixed price contract for 18 months on price comparison then changed it after 1 month. Called JLB. My first introduction to their 'Customer Service' was being asked 'What do you want me to do about it?' and immediately being told there was nothing that could be done. After 2 months of disputes regarding intermittent service, slow speeds, long call waits and multiple spam or 'Stock' emails as JLB like to call them, I finally got through to a call handler. During each call I had said I wanted to log a complaint but nothing was done. JLB don't answer emails, they have a portal you have to log into in order to email them. At one stage JLB completely deleted my account, erasing records of my complaints and preventing me working from home. I would regularly call, complain and give my availability for callbacks, yet I would either get no call back or would be called back when I had already stated I would not be available. Most of the middle managers/Complaint Handlers I spoke to were unsympathetic, unpleasant and one inparticular seemed to do nothing other than aggressively shout me down. Even now after going to CISAS (The ombudsman) and being offered a settlement payment, JLB are still sending me stock emails, dodgy invoices and generally SPAMMING me. JLB is the archetypal cut corners approach to customer service, delegating the onus onto the customer to constantly chase them at the customers time and expense. Ask yourself "Is saving £2 per month or so on my broadband really worth slow speeds, a service that constantly disconnects, an email account jam packed with SPAM, aggressive unpleasant and unhelpful staff and a lot of wasted time?"....If the answer is "Yes" look no further. I'd like to say that JLB had at least one positive; unfortunately even the Wireless router looks naff and the hold music (which you'll be getting very used to) will drive you towards insanity and/or violent criminality
- Location
-
- Location
- Tonbridge
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-29
- Comments
-
Do not switch to JL broadband, the speed and reliability are very poor. Our fibre JL service is slower and more expensive than our old BT copper service. Big mistake and currently trying to get out of deal, who regulates this industry??!!
- Location
-
- Location
- Torpoint
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-03
- Comments
-
Been with John Lewis Broadband for 18 months after enduring years of problems and dropped connections with BT. John Lewis Broadband has been completely reliable with speeds always close to the promised estimate. Only a few minor niggles with the free antivirus program. Customer service generally very good. Simple pricing structure is a plus.
- Location
-
- Location
- Trowbridge
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-09
- Comments
-
Broadband speed is attrocious with frequent drop outs. Customer service unable to rectify this. Enough, i'm off to find another supplier.
- Location
-
- Location
- Trowbridge
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-26
- Comments
-
My connection has been unreliable in two separate houses. The customer service is abysmal. Make sure you contact the complaint department. They can make at least make things move faster. The move from one address to another was mismanaged dreadfully. The impression you get is that the systems are all over the place. I have been offered £100 as a goodwill payment and a waiving of the fee if I choose to move to another provider. It's my second night with John Lewis broadband in the new house and the connection is dropping in and out all the time. It's not worth it. In an industry where poor customer service seems endemic, John Lewis manages to surpass the competition and plumb new depths
- Location
-
- Location
- Truro
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-18
- Comments
-
Irritated with the prospect of further cost increases with BT I have transferred to John Lewis. The transition has been totally painless...router arrived well in advance of the agreed transfer date; plugged it in on the day of the swap, switched it on and online within 10mins. Soooo easy! The speed is no different to BT (judged by the Speedsmart app). And, to top things off...way cheaper....completely satisfied and feeling BT-liberated!
- Location
-
- Location
- U.K
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-23
- Comments
-
I changed to John Lewis recently, and needed help , phoned there help line, all you get is loud music, nobody says anything at all, I am seriously thinking of cancelling already, the service is hopeless. so much for the John Lewis name. I really thought I could rely on them WRONG AGAIN ;
- Location
-
- Location
- u.k.
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-28
- Comments
-
I would strongly recommend that anyone thinking of joining John Lewis Broadband read all reviews for Plus Net , because that is who you will be dealing with !! I have had all sorts of customer service problems in the 3 months since I signed up with them. John Lewis PLC don't want to know about the problems and simply referred me to the customer service dept which is run by Plus Net ! They have shown total incompetence in setting up a simple direct debit and simply accused me, incorrectly ,of cancelling it. I have printed off 100 pages of communications with them and wasted days trying to make a payment to them. Their systems to pay online do not work and it is a joke trying to get through on the phone unless you have hours to wait on hold. I left talktalk just before their latest problems and feel I jumped from the frying pan into the fire!! The more I investigate ISP's , the more I realise how shambolic they all are.
- Location
-
- Location
- uk
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-28
- Comments
-
SHOCKING. SHCOKING SHOCKING. AVOID AVOID AVOID. SIGNED UP FOR BROADBAND AND LANDLINE PACKAGE OVER 4 WEEKS AGO AND STILL NOT CONNECTED!!!!!
Everytime I phone (in queue for ages with depressing crackly music. then told it is all getting sorted. They make up some twoddle and tell you it is being sorted. Then Nothing. So I phone back to find out what is happening RE the lack of connection& landline. Same old story - am in phone queue, then get lied to, and nothing happens again. They are using Covid as an excuse, just like so many other companies are. Thought better of a JL service :( Am off to meditate now to reduce my stress and fed-up levels :) )
- Location
-
- Location
- Uk
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-03
- Comments
-
Worst customer service I have ever come across, nice people who do nothing. My experience was leaving due to a price rise which was allowed under their terms and then being chased for the early leaving fee to the point of them using a debt collection agency, this is despite 8 calls to customer service who entered the details on the system. Useless.
- Location
-
- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-28
- Comments
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i had previous issues with the quality of the line speed and technical support last year but managed to get over that episode eventually.
i am now back to un-usable download speeds of under 1mbps so there's no point in using the service any more.
John Lewis wont answer the phones and are taking 3-4 days per message to get back to me so i am reduced to tethering my mobile phone to my laptop in order to get a half decent signal.
i thought i would get a superior level of service with this company but it's been quite the opposite.
switching back to virgin
- Location
-
- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-06
- Comments
-
Absolutely awful broadband service. Dysfunctional WIFI speed, to the point i now have to revert to mobile hotspot for any connection at all.
- Location
-
- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2022-07-02
- Comments
-
Apart from the obvious the speeds I have now understood why I was offered so much and received so little in the way of fine Lewis service, it seems to me living in a block of flats that I am not the only one receiving broadband service from my account, I explitively said I do not want the account to be written up as the blocks account, working from home our office wants and needs the professionalism that individual fibre into your home not the block and then disseminated amongst the residents who got to t
City Fibre first as it came in off the street directly into a private home and dished out from there, not my private home someone else got the ONT box directly into there flat it's no wonder business has tailed off, I'm just wondering how I hold Lewis accountable this is account service theft on an unimaginable scale if this is why you can only get John Lewis Broadband down a copper wires ie: the telephone landline they are garnishing extra customers by dividing your individual account service.
How do we know ,by the new doorbells appearing next to the outside intercom box whilst the recipients ditch the doorbell cable that's already buried in the block for stolen broadband and installed a dodgy little bell outside next to the intercom.
The installers in a grey van..
- Location
-
- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-27
- Comments
-
I've been very frustrated with customer support from JL. They just don't seem to make it easy to get issues resolved in the shortest possible timeframe. I know it isn't deliberate - they are all nice enough to speak with on the phone but seem to lack any gumption or purpose to get the job done right or even follow up on time to current issues.
Even when I registered an official complaint before Xmas about the poor service, the ticket expired without anyone contacting me. I half expect that it’s in the hope that customers will forget and won’t bother them again although I do hope I am wrong here.
People should also know that this isn’t the real John Lewis that you deal with btw, it’s Plusnet who are delivering the service on behalf of John Lewis so for anyone about to sign up, don’t think you’ll be getting the legendary JL customer service when you have a problem because you definitely won’t.
Just to balance things up a bit, I should say that the service, when it works, is quite good and the prices are quite competitive too, but heaven help you if you ever run into a problem because it can take weeks before a resolution is found.
- Location
-
- Location
- UKAli98
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-06
- Comments
-
AVOID THIS COMPANY AT ALL COSTS
John Lewis Broadband has been the worst broadband company ever. their payment system is appalling and so is the Customer services as well, if your thinking of joining John Lewis Broadband AVOID AVOID, they are a rip-off, there don't care about there customers and the put there price up when you're in contact with them, this is a nightmare company stay clear of this rip off company
- Location
-
- Location
- United Kingdom
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-29
- Comments
-
This broadband is rubbish, slow, and pathetic. My mother spent £40.00 for it.
The internet speed is terrible. I keep cutting out from it, it goes off for no reason then 3 seconds later, comes on again. My mother is considering to switch to a better one. Avoid this broadband. You got my advice.
- Location
-
- Location
- Vale of belvoir
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-08
- Comments
-
Terrible experience, terrible customer service and employs criminals, only been with them 2 months, tried to take dd out week early and got declined, they restricted my account immediately, could not even get on their own website to make a payment or sort out, rang them up several times but after 20 mins on hold but finally got through, paid over the phone remotely with debit card, told service would be back to normal within couple hrs..... week later still restricted service but least of my issues, knew something was off when agent asked for my card details twice .... I was right, checked account and he had taken 2 payments....got worse, next day contacted by my bank as my details had been used to make several purchases in Eastern Europe .... I had been hacked and this was first time in a very long time I had given my details over phone ....he had obviously sold my details to a criminal gang.... and this is John Lewis !!!!! Now waiting for a new card and for all fraudulent activity to be reversed, I am not rich person and this has left me in dire straits but JL broadband not interested, won’t even answer my many emails, still restricted service, made a complaint to ofcom and reported to police , I came to this company because I trusted John Lewis but this is not John Lewis it is plusnet and I cannot wait to get away from such a terrible company, BEWARE, CORRUPT AND FRAUDULENT COMPANY
- Location
-
- Location
- Vale of Glamorgan
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-05
- Comments
-
Like others below, had trouble after 15 years trouble free. Charged twice in error. Refunded and given £15 for the trouble so all ok now. Would have been 5 stars all the way 3 months ago but they are now sorted. Reliable once up & running. I recommend this provider.
- Location
-
- Location
- Wales
- Reviewing
- John Lewis Broadband
- Date
- 2022-04-21
- Comments
-
Worst decision ever to go with John Lewis as a provider. We are trapped in a contract for pretty non existent service. I’ve spent a fortune on mobile data as I have to hotspot to my phone for the slightest thing. I wish John Lewis would send themselves off to space on a one way rocket trip. DO NOT SIGN UP WITH THEM
- Location
-
- Location
- wales
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-10
- Comments
-
probably the worst ever experience of getting BB set up, when I took out a contract I was promised it would take 2 weeks, 5 weeks in and I'm still waiting. I spend an average of 1.5 hours just on hold everyday. Use JL BB at your own risk
- Location
-
- Location
- Wales
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-29
- Comments
-
I have only been with JL for a month. Broadband drops out every time I use the phone. This results with a very slow download speed currently running at 112kb/s. Have had this problem for the whole four weeks. Phone JL and they fix it for a few hours ad then it starts all over again. I have been holding on the phone this evening for 58 mins and still no answer. Time to give up and have just been answered. HOORAY.
- Location
-
- Location
- WALLSEND
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-20
- Comments
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This is the most problematic braodband service I have ever had, I'm trapped in the contract, the service has never been consistent since it was installed 3 months ago I am on ZyXEL router number three and I've had 10 - yes 10, BT Openreach engineers at my property trying to reslove the problem. BT say it's not their fault and John Lewis say it's not theres, I'm stuck in he middle with John Lewis threatening me if I don't pay my month bill.
- Location
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- Location
- Walsham le Willows Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-16
- Comments
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I was sold a service promising an average 34Mbps. It has never exceeded about 20 Mbps. Customer services promise action but seem to do little. They closed the last investigation after a month due to "inactivity" though they were the ones supposedly taking action. Currently their portal is off line so I cannot contact them at all.
- Location
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- Location
- Walton-on-Thames
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-08
- Comments
-
After 10 days of radio silence from John Lewis Broadband (in reality, as I discovered, provided by PlusNet) I logged onto my account to find that my installation had been cancelled (by PlusNet's woeful IT systems) with no notification to me. I then spent the next hour trying to call customer services and talk sense to someone. When I did manage to speak to a human who could do something I was so fed up I simply cancelled; looking at the wider reviews here a lucky escape I suspect.
I went for John Lewis Broadband because of John Lewis' (JLP) renowned customer service. How JLP can put their name and brand to a product provided by such an awful service provider as PlusNet is beyond me; they need to take immediate action to severe their links with these cowboys to protect their wider brand and reputation. Come on JLP your loyal customers expect more from you than associating yourselves with an outfit as awful as PlusNet.
- 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
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-31
- Comments
-
Don't touch them with a bargepole. The most unreasonable and unhelpful company I've had the displeasure to deal with. I ended up pulling out just before the cooling off period finished and even then they made things difficult and wouldn't acknowledge my request and tried to direct debit money from my account.
You have been warned.
- Location
-
- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-06
- Comments
-
We have hated dealing with John Lewis Broadband. Foolishly we expected a high level of customer service because we have been used to this in JL stores and thought (after a terrible experience with Virgin) that John Lewis Broadband would at least be reasonable to deal with. BUT we have consistently had obnoxious young men on the end of the phone and the broadband service itself has often been poor. The lack of basic politeness over numerous calls has been quite shocking actually. And they aren't upfront about charges… so we've just been stung for £25 for cancelling the service because we're moving house and not switching to another provider at this address. If you're reading this thinking about using JL, don't! ALthough we have no idea who to switch to since poor service appears to be an industry standard.
- Location
-
- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-09
- Comments
-
Phone switched on the planned day. Broadband took a further 7 days to connect, leaving us without internet for a full week. Daily calls to customer service were promptly answered, but staff were unable to provide convincing status updates or expedite resolution. After being past from department to department for a week, someone eventually spotted that the service hadn't been 'automatically' activated as it should have been. Now running service is Ok.
- Location
-
- Location
- Warwickshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-08
- Location
-
- Location
- Warwickshire / London
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-04
- Comments
-
I have been waiting since Dec4 for my JL Broadband to be
to be moved from Warwickshire to London. It is now February 4.
First, my request was lost in their computer while zi waited unknowingly,
Then when a BT engineer came finally- John Lewis don't tell you they don't have their own engineers- the connection couldn't be completed because the exterior cable needs replacing. Which can only be done by BT!
So both JL Broadband and I have no idea when this will be completed,
5 6 7 calls to them average wait time 30 minutes. I was informed by one helpful assistant that I would be given a month's free broadband ; but the charges are still
Being withdrawn from my account!
As much as I dislike BT's monopoly I am today giving JL the sack and going with BT.
I am 72 recovering from a major brain injury , the frustration and incompetence of the above has made me ill with stress
- Location
-
- Location
- Wells
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-29
- Comments
-
Oh dear !
What has happened to the excellent service John Lewis used to supply ?
Email website down, refusal to recognise me on the login page, 30 minute waiting time to answer a call, and no email address to send a complaint to !
Seems I am up the creek without a paddle...
- Location
-
- Location
- Welwyn Garden City
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-26
- Comments
-
Broadband speed is poor comparing to other copper line providers we have had. Fluctuates quite a bit In the second week speeds dropped below 1mbps on a Saturday night. Bad move
- Location
-
- Location
- Wessex
- Reviewing
- John Lewis Broadband
- Date
- 2013-11-19
- Comments
-
After being with BT anything else seems like a relief. The great things are that there is one level of phone menu with only four options, so you get to the right person without going round in circles. Getting through is fairly quick and you get someone who speaks English that is understandable (the call centre is in Sheffield). Broadband speed is largely down to the local exchange and how far you are from it and is not within the providers control, and the reliability is actually down to BT but if there is a problem, you get John Lewis to sort it out rather than having to try to deal with the inaccessible BT engineers. Cost is the same as BT except that you get twice the download allowance (20Gb per month).
There are only two disadvantages:
1) You don't get mobile Wifi
2) When you are on hold although it isn't for ages you are forced to listen to some really terrible pop music - not what you'd expect from John Lewis. They don't play it in their stores and I don't see why you have to endure it on the phone!
- Location
-
- Location
- west bromwich
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-29
- Comments
-
My 70 year old Mother cancelled with John Lewis and they tried to say that she hadn't..the customer service team were rude,aggressive and down right ignorant..eventually telling her she would be charged and cut off so she wouldn't have a phone for two weeks..nothing more than bullying which caused her upset..she's now waiting for reconnection to bt..John Lewis your a disgrace..
- 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.