806 Customer Reviews over 21 pages
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- Location
- Lambeth
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-23
- Comments
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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
-
- Location
- kent
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-20
- Comments
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no such thing as john lewis broadband they just drop ship you plus net so if you want a really poor experience just join plus net your self and save some money, but be warned its rubbish
- Location
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- Location
- kent
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-20
- Comments
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just been overcharged once again, they add on extra charges and try to make you pay them. i signed up with john lewis not plus net, and plus net treat you like tescos so beware, don't expect the waitrose treatment with these lot.
- Location
-
- Location
- Penicuik
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-16
- Location
-
- Location
- Woburn Sands
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-03
- Comments
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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
-
- Location
- Tonbridge
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-29
- Comments
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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
- 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
-
- Location
- Herefordshir
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-11
- Comments
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Paid extra to get broadband quicker on moving house. Three weeks later - still no broadband! It was only after the first installation visit we were told a second one would be needed. This second onewas then cancelled ten minutes before it was due to be completed. The promised free router wasn't sent for the first three times they tried: fourth time it seems they have sent it to our old address apparently: despite knowing the point of changing was we were moving house! Basically it doesn't seem call centre staff know what they're doung. Would never recommend John Lewis again. No idea as to the speed or reliability: in effect they're both zero for now!
- Location
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- Location
- Cambridge
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-10
- Comments
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I imagine that most customers will use this service because they trust the company. Be prepared for a shock. John Lewis do nothing , they put it all through Plusnet who are incompetent . They agreed to install on 25th June but never turned up , so we reset a date for today and again they never turned up . I even had to ring them to chase progress because they are too lazy to ring me even after assuring me that it would get Meg Mackays personal attention because they let me down before.The whole experience is dreadful and it feels like nobody cares at all for the customer. Plusnet pretend to be John Lewis so watch out.
- Location
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- Location
- Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-07
- Comments
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I signed up with a half price offer for 3 months and was charged full price (refunded after a complaint).
When broadband went down I was told they can no longer check the fault, it has to be sent to the faults team who could take 72 hours. It was resolved but took 24 hours. Took 4.5 and 9 minutes to answer phone but was a UK agent. The router needs resetting about once a week
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-06
- Comments
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I moved to JL thinking their reputation was a reliable yardstick and reviews seemed generally ok.
They messed up the transfer from the previous provider - didn't hear from them and then when I called - 'oh looks like the button wasnt't pressed to switch you over'. Took them another 2 weeks.
There was confusion over the package for calls I went onto - I was landed with a big first month bill I hadn't expected - it may have been me - I'm not sure to be honest but the call centre manager dealt with this very well although their system are poor and cannot update my monthly package for another month.
The internet line cuts out occasionally - the password disappeared one day stopping it working altogether.
The download speed is ok -it does vary though. The upload speed is terrible - 0.3 mb which is only around 30% of my previous providers - makes using dropbox very very slow.
Not particularly impressed thus far. I'd like to leave ..but can't.
- Location
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- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-02
- Comments
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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
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- Location
- Ilkley, West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-26
- Comments
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The John Lewis broadband service is provided by Plusnet. My experience as a Plusnet customer is much the same as other reviews, i.e. nice enough people but a bit hopeless. On the positive side once they get the service up and running it is quite good.
The big problem is that when you contact John Lewis Broadband, you are actually speaking to Plusnet. There is a massive gap in the very high standards of John Lewis and the rather amateur/poor service from Plusnet.
John Lewis need to sort them out otherwise people will think that it is them providing a shoddy customer service.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-26
- Comments
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We switched to John Lewis from BT because they had a good offer on broadband and we were tempted by the fact that John Lewis won Which best buy on customer service. Ever since we switched we had nothing but trouble with customer service. The agents themselves are nice and polite over the phone, but things just don't get done. First of all it took over 2 months for a switchover, because despite us sending a mac code on time no one bothered to let us know that it didn't work until I chased them myself. Then we decided to switch from regular to Fibre broadband. Again, over the phone I was told the day the engineer was coming so I cleared the day, until I got an email, saying that the date has been confirmed for the engineer to come out and it was a different date! So that is one day wasted for me. In the meantime I received a couple of emails saying that they regret we decided to move away from John Lewis broadband, which we didn't, so I had to chase those emails up as well and turned out it was just because we were switching between different packages. Then, we finally got our Fibre broadband and all was good until the first month charge notification came through - the deal was that the first three months were free, yet I was being charged full price! Now I ring John Lewis to find out the cost of cancelling the contract, and since the service been so poorly I asked if there was any discount they could give on cancellation fee they said no.
So bottom line - think carefully before you switch to John Lewis. It's been a nightmare for us.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-22
- Location
-
- Location
- Midlands
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
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My first IP was Waitrose, and now John Lewis. I have had excellent service for over eight years. The customer service team and tech support have been brilliantly helpful, and I have no problems to report.
I recommend JL broadband.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
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John Lewis' reputation must no longer be important to them - quite the most incompetent, ineffectual and dishonest broadband provider I have used so far. I can't rate the broadband speed because even after five engineer visits, it still hasn't been connected yet. Changing to John Lewis in reality means you will be without phone or broadband for an indefinite amount of time (but John Lewis are really sorry, and will get it sorted as soon as possible..........in a couple of weeks)
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-19
- Comments
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I got an agreed order from John Lewis on 8th of May. Just been told they couldnt transfer my number and will start the process from scratch again. I will have to wait another 2 weeks. All very nonchalant.
Asked to speak to manager. Was fobbed off twice.
This doesn't bode well.
So far unimpressed.
- Location
-
- Location
- North Wales
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-14
- Comments
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Broadband not working for 12 days so far. The service has been truly appalling. The engineer has failed to attend for the third arranged inspection today. John Lewis request a BT engineer to attend and if this was the only problem I would not be giving a negative review, despite the three missed appointments. However, there have been other issues re long periods waiting on the phone, incorrect info being provided, calls not returned and matters not been followed. I am sick of speaking to this company.
- Location
-
- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-06
- Comments
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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
- Droitwich
- Reviewing
- John Lewis Broadband
- Date
- 2015-04-30
- Comments
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We thought we might be taking a chance having read all the reviews on here about John Lewis Broadband.
But, as it turns out, everything is up and running exactly as it should be and have had no problems with customer service. It is easy use the online support, and they do get back to you. Honestly! I'd recommend them. And at a very fair price for rural areas with everyone paying the same.
I have the Standard 20gb, and Anytime phone package
- Location
-
- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2015-04-19
- Comments
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The speed was very poor during evenings and streaming was a nightmare specially with Netflix. From time to time without explanations there was no service Customer service kept blamed the fault to be my modem or router so spend a fortune replacing equipment's twice over and no change. Then they start blaming my computers and TV for it! No discount was offered as they believed it was not their fault as the line tested ok, Speed at its best for fiber was 13Mbs. 14 months of putting up with the service changed and never looked back. Now with same modem and router as before and no other modification getting 48MBs !!! So noting wrong with my equipment then just very poor service!
- Location
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- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2015-03-24
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2015-03-14
- Location
-
- Location
- Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-02-21
- Comments
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Cannot believe the poor broadband speed. Made mistake of changing from BT (great speed, poor customer service) to JL broadband and am regretting my move. Now stuck for 12 months until I can change back. I would not recommend JL at all.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-02-05
- Comments
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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
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- Location
- Port Talbot
- Reviewing
- John Lewis Broadband
- Date
- 2015-01-31
- Comments
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I after many years with BT I migrated to John Lewis Broadband because of cheaper advertised prices and the excellent customer service received at their stores.
Unfortunately it's been a disaster: fibre line speed is less than before - 60% worse for upload, customer service is terrible - John Lewis stores don't want to know about problems and JL Broadband doesn't care nor resolve issues.
Since I moved in December 2014 there have been 4 outages, including one today for 4 hours and counting.
I can't wait for my year's contract to expire so I can return to BT.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-01-11
- Comments
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Somewhat of a let down for the John Lewis brand....
The customer service is great when you talk to somebody - all the agents have been thoroughly helpful - however you need to call them far too often. The speed is ok sometimes but is frequently dropping to an unusable level. For fibre I'd strongly recommend going elsewhere and given our phone has had a line fault for the majority of the last 6 months I can't recommend the phone either. Overall: terrible.
- Location
-
- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-31
- Comments
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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
- RG31
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-15
- Comments
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I signed up for Fibre broadband with them a month ago and to date still no service. I have had a clueless BT engineer turn up, have spent hours on the phone with the Plusnet customer support and have been given a modem and am now on the second router. Still no service. Have now given up and will try to get my money back and go with Virgin.
- Location
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-05
- Comments
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Absolutely appalling customer service from a company that boasts of its reputation in dealing with customers. I suggest that they may wish to review there partnership with Plusnet or lose loyal customers. I will never again shop with John Lewis in any respects.A shame after 20 years. Reputations are quickly lost.
- Location
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- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2014-11-28
- Comments
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For the higher price we expected a better customer service from John Lewis however the service is no better than a much cheaper provider. Yes you speak to a uk call centre but only if they answer the phone - after about 5pm it will take an average of 13mns to get an answer. Overall all companies seem to be the same -at the mercy of Openreach and therefore you should just choose the cheapest provider.
- Location
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- Location
- North East
- Reviewing
- John Lewis Broadband
- Date
- 2014-10-24
- Comments
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I wish I had read the other negative comments before I signed with John Lewis Broadband as my experience echoes theirs. OK at first, and then when the connection started dropping-out, so did the customer service. All the things listed by other users I experienced: broken promises; engineers not turning up (at all); compensation promises renegaded on and so forth. I chose John Lewis because of their reputation, as a brand, for customer-service and I think that 'their' broad-band is likely to do them considerable reputational damage. Do not sign up to this service (especially at the 'premium' price which they charge - it is a disaster).
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2014-09-19
- Comments
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Started ok, but after a line fault it took over 8 weeks to sort out, mainly down to customer service not being able to do anything other than what their computer screen said. As this service is run by plusnet, i'd stay clear of both.
- Location
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- Location
- Malvern
- Reviewing
- John Lewis Broadband
- Date
- 2014-08-10
- Comments
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OK as long as you don't need customer service. They locked me out of their email account due to a problem they discovered. A 15 minute wait on the phone (not too bad I suppose). New password issued. Tried to log in but it didn't work. Another call to "customer services". I was ot typing it in wrong so transferred to tec services. 45 mins later my battery dies. As I'm up at 5am I thought I would get through. High call volumes at 5AM !. By 6 AM my phone died. Saga continues...... John Lewis seems to have joined the race to the bottom that is UK customer services. We've had your money now sod off.
- Location
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- Location
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2014-07-04
- Comments
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It's OK unless you need technical support, but the support is simply awful. 'Higher than expected call volumes' at 6.30am! Waiting for ages having to listen to loud awful pop music (who do John Lewis think their customers are?) that you can't turn down before you just give up. I'm going back to BT when my contract expires!
- Location
-
- Location
- Horsham
- Reviewing
- John Lewis Broadband
- Date
- 2014-05-24
- Comments
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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
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2014-04-17
- Comments
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Total disaster trying to get fibre. Discovered that Plusnet who are the JL service provided is much cheaper direct! JL even mucked up doing the MAC code!
Far better than BT but not up to usual JL standards
- Location
-
- Location
- Borders
- Reviewing
- John Lewis Broadband
- Date
- 2014-01-18
- Comments
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It took nearly a month to get everything working, they just don't seem to know what they are doing half the time. Poor service and even a bad attitude at times.I will be switching at the first opportunity.
This is NOT the standard you would expect of John Lewis
- Location
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- Location
- Ruislip MIDDLESEX
- Reviewing
- John Lewis Broadband
- Date
- 2013-12-24
- Comments
-
We have fibre broadband and the speed is excellent. Customer services is also excellent and free and are based in this country. Completely STRESS FREE. Everything was set up on the days quoted and I would recommend to anyone.
- 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.