John Lewis Broadband Reviews

DO NOT SWITCH TO JL. THEY DIDN'T TELL US WHEN WE WOULD BE SWITCHED OVER, THE ROUTER DIDNT ARIVE AND WE WERE WITHOUT TELEPHONE AND INTERNET FOR A WEEK. IT WAS ONE MESS UP AFTER ANOTHER AND 2 MONTHS LATER THE PHONE STILL DOESNT WORK. I HAVE NOW GIVEN UP CALLING THEM AND WILL LEAVE THEM ASAP. CUSTOMER SERVICES ARE SIMPLY DREADFUL. I MOVED FROM SKY BECAUSE THEY WERE SO BAD AND NOW WISH I HADNT !!!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Moved from ADSL to Fibre - Good speed and connection, HOWEVER be warned that at the moment they are offering a Google home hub to new contracts - this has not arrived and Customer Support is POOR saying it will probably take up to 60 days to arrive - is this a con???

Billing also needs to be watched as they tried claiming too much money on the first new monthly bill - support eventually gave me two different prices - still not right!

• Satisfaction
  3 stars
• Customer Service
  2 stars
• Speed
  4 stars
• Reliability
  5 stars

Shambolic. Initially told old number would be automatically switched. On switchover day the number had been changed and had to request old number, first told it would be 24hrs then emailed saying it would be 2 weeks !

• Speed
  3 stars
• Reliability
  3 stars

Don't do It! I've had it for over a month and it's dropped constantly. It went off last Saturday and has been off since. I had one day of it working which was Christmas day. The engineer that was due on Xmas eve 8-1pm never turned up. I rang at 12.45 on the day and was told oh he's not coming then. I rang again today as still no intrtent to be told open reach attended but couldn't access the property absolute rubbish nobody turned up I was up from.5am waiting and nobody even came in the street from open reach. In other words he decided it's Xmas eve and was going home early. A heads up would have been nice as I cancelled my midwife appointment. Also the fact that they will then bill me 50 pound because the moron decided not to turn up. Still sat with no internet and got a bill that was 10 pound higher this month. No mention of credit on the account for all of the days without internet and now waiting to see if another engineer comes on the 28th 8-1pm. Let's hope it's not the same one who decided he wasn't turning up last time.

Unlike many of the reviewers here, I have only praise for JL Broadband. I have been with them for a number of years and have found them generally perfectly satisfactory. My experience this week has renewed my confidence in them. We have a landline and OpenReach replaced the junction box as a prelude to laying fibre cable. In doing do they misconnected the wires, cut off my next door neighbour and put a higher voltage down our line - which burnt out my router. Once the customer service people had established that it was irreparable (which took a while) and couldn't be re-configured, they ordered me up a new router as a matter of urgency and it arrived in three days on Christmas Eve. I have an especial plaudit for Ben, who was a model of speed, clarity and courtesy.
My only grumble is that their "introductory" offer of £20 only lasts 6 months and you have to phone up and complain that it has gone up to £27 - though admittedly they then do, without argument, put you back onto the cheap rate for another 6 months. However, this nonsense is widespread throughout the industry.

• Satisfaction
  4 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  4 stars

Drops out frequently, but their customer service is unbelievable, they don't know a ******* thing about it, shocking, AVOID

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  3 stars

DON’T BUY JOHN LEWIS BROADBAND!!!!

It’s shockingly bad. Bad customer service, dreadful connection speeds. Their website doesn’t work which means I struggle every month to pay the bill. The bill goes up in price every month. We we’re promised a minimum of 60mbs but are lucky if we hit 20. It’s unreliable. Don’t waste your money. Will never go back to this service.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I have been with John Lewis broadband for 8 months now, in which time we've had several problems with the connection speed and reliability. When calling to discuss, customer service has been relatively bad and not offered satisfactory answers.

After 8 months, they decided to put the price up, despite still offering the original price to new customers. Luckily this meant there was a window to leave without paying the early termination fee!

I shall not be recommending this service or using it again myself in the future. It's a shame that the John Lewis brand has been stuck on this poor quality service.

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

My service, the broadband itself, was ok. I received a letter sating they were putting up the price, and i could opt out without penalty if i wanted to. I rand them and took that option. My service ended, i paid my bill a day before it was due to end, thinking i would get a refund..... No refund, chased it, spoke to a human, even had a call log to say being looked into. Then i had an email for more money taken out of my account, an early termination fee. I rang them, yes was re-assured it would be looked at, before and after the money was due. Yep, they have taken the money out and because they have closed my account they can't refund it electronically..... the manager said he will send a cheque, which will take 14 days.... we have all heard the one about the cheque is in the post. What rubbish service, and no solution

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  4 stars

Sadly this is actually Plusnet :-(

Together with usual lies from Plusnet - I was told that I wouldn't have to pay the increased monthly charge (on the phone and via e-mail) ... today I get an e-mail that my INCREASED payment will be taken.

I have been with Plusnet for 8 years, they have started to lie in the last 2 years and why I left them, and joined John Lewis ..... who are actually Plusnet and being marred by the same brush.

I would give ZERO stars if only I could ....... John Lewis needs to dump the pathetic lying Plusnet!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars