806 Customer Reviews over 21 pages
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- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-17
- Location
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- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-03
- Comments
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My worst nightmare. July 21 agreed phone/fibre for 4 Aug. 6 Aug told no fibre until 6 Sep. Tried to change back to TT; they prevented it. Now expect to change 16 Oct, when 4 Oct promised. Broadband fails daily; emails never transmit. Tried to charge 12 months canx fee only day after I was told of fibre date. Their emails never worked, still using old one. Often take my phone/computer to stores,pubs, McD's, etc. to use broadband. Customer Service? useless. Average wait is 30 minutes to talk to someone in tech or CS. Today got email for new broadband contract I didn't request. Left hand never talks to right hand? They really deserve ZERO stars for what I have received. If you ever use house phone and broadband, get another provider.
- Location
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- Location
- kings lynn
- Reviewing
- John Lewis Broadband
- Date
- 2019-02-01
- Comments
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been with john-lewis broardband and phone, had a lot of trouble the dial tone was there when dialling out. eventually got sorted after 3 engineers, no communication from the company to the engineers, had to relate the problem each time, then show them what was happening each time. just found out the bullgaurd internet security last a month so have to take it out then reinstall it each month while subscribing to john-Lewis, they don't tell you that. problems for them to take direct debit out , had to end up paying them by card, have got assurance from them that this will not happen again. on the whole would not recommend this service
- Location
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- Location
- Notts
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-26
- Comments
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We've been with John Lewis for less than a month (having been with Sky and BT for over 5 years before that) and the reliability of the broadbankd is poor low. We had no issues with the wifi with Sky or BT but have had issues since joining John Lewis to the extent we have not been able to watch anything properly online since joining them.
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-30
- Comments
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Just came from over priced BT, i have more than halved my monthly costs, but it shows why, BB speeds are dreadful, even though they say the line is fine, i was getting with BT from a ADSL line a good 7 mb DL speed and a ping of constant 29/30
Now with LJ, i have had 0.33 DL and a ping of 1403, it is up and down and isn't stable, JL is Plusnet, i tried to leave but im too late as ive just gone over my 14 days, stuck with them for a year of headaches, maybe a better router will help, as they did say theirs is crap!! avoid.
- Location
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- Location
- Decon
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-05
- Comments
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if you are using an ISP than used openreach, there won't be much of difference in performance
what set them apart is the quality of the router and their customer service.
unfortunatly for john lewis though their customer service is very good (should be after all they are using plus net staff) their router is next to useless.
unless you are using a wired connection and even then only got once device connected you will have problems.
broadband works fine if you use a decent router either directy or connect wire device to their router.
having tried a few routers (have a box full from over years) you can get better performance with a bargin basement router from likes of amazon then with the provided john lew router
- Location
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- Location
- Berkhamsted
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-09
- Comments
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Not a good experience, never got service.
Did my order by phone as web method redirected me to a phone number when ordering the most basic (10Mb) service.
Lost all trace of my order, but had already taken the initial month's payment on a credit card. Then it took a month to get that refunded.
- Location
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- Location
- Derby
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-24
- Location
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- Location
- Billingshurst
- Reviewing
- John Lewis Broadband
- Date
- 2022-06-04
- Comments
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Never get the speeds they promised and even after their engineer confirmed the terrible speeds, they still refuse to help. Don't do it. Don't get broadband from an appliance store
- Location
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- Location
- Cardiff
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-03
- Comments
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I take the engineers about a month to install the broadband. You pay one month for nothing. When you put your order they suggest times within a week. Very disappointing! The reason I chose them over BT is that they offer the service for only 12 month instead of 18.
- Location
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- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-01
- Comments
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I have had John Lewis for 4 days in that time they have tried to over charge me more than the agreed contract , the speed is poor , the laptops and I phones loose connection all the time , and it refuses to stream any device . After speaking to customer sévices 3 times they refuse to cancel contract although it is obviously useless . In short do not go near this service .
N
- Location
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- Location
- Market Harborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
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We changed from Sky to John Lewis and we have regretted it since, broadband speed very poor and huge variations in download speeds
- Location
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- Location
- west bromwich
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-29
- Comments
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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
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- Location
- Crosskeys, Wales
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-26
- Comments
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JohnLewis botched the transfer from Sky which meant I spent 3 weeks with no phone or internet access whatsoever. When it finally got up and running there was no apology or any attempt at compensation. For most of my year with them, the service was acceptable until a month ago when my speed dropped from 6Mbps to 2 and has been pretty much unusable ever since. I logged a service call and got an automatic email saying someone would be in touch in 24 hours. A week later and I'm still waiting. Currently waiting to transfer to BT
- Location
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- Location
- Bromsgrove
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-24
- Comments
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John Lewis made a big mistake contracting PlusNet to run its broadband. Arguably the most respected brand on the High Street being dragged down by the shysters from Yorkshire. Everything about PlusNet is bad; From the overuse of traffic management reducing your download speed (to below 1Mbp in my case, normally 4-5Mbps) to the truly appalling customer service. Like some other reviewers I decided to take advantage of no penalty charges to leave after a price hike. Although the change to my new supplier went through without problems it was then followed by numerous E-mails that seem to come from a demented robot. It included penalty charges of course disguised under another name, bills for negative amounts, complaints that I had cancelled my direct debit (I hadn't), then thanking me for reinstating it,and phone call charges for the period after the change to new supplier. Phoning customer services was a complete waste of time as they were either too stupid to understand or didn't care. I am now going to complain to Ofcom.
- Location
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- Location
- Penzance
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-29
- Comments
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Very poor service. Broadband regularly goes through phases where it drops out. Although customer support reset line, which cures issue for a short while, they never seem to get to root of problem. And getting through to them on phone is hard work - very long waits.
- Location
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- Location
- Chorley
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-05
- Comments
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Ordered John Lewis broadband, received package but broadband was not on. I rang up and they said it may take upto a week. I was abit disappointed and read all the bad reviews on here but was surprised the broadband came on a few days later. Its faster and more reliable than now broadband. I think if you have had bt broadband before John lewis broadband will work aswell. Have given 4 stars all round.
- Location
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- Location
- Uk
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-03
- Comments
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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
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- Location
- North Devon
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-22
- Comments
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Hopeless company.
My already poor speed of 5mb/s with Bt/Plusnet/EE over 6 years dropped immediately to 2-3mb/s with JLB. It has not improved since. Of course, if you want to cancel you have to ring them up yet EVERYTHING else, including paying them money, is done online. Funny that.
- Location
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- Location
- South Wales
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-26
- Comments
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A month after instigating a switch to JL Broadband and no correspondence from them (except notifying me immediately that they were taking the first DD payment) I chased them to find out what was happening. They then switched us from PlusNet (the same provider) and cut off the phone line. 10 days later I am still waiting for the problem to be resolved. DO NOT SWITCH TO JOHN LEWIS BROADBAND.
- Location
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- Location
- Poyntzpass
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-10
- Comments
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Broadband speed was low, but with John Lewis it's barely existent, when it works at all!
Phoned to complain and they said that it was fixed, it got slightly better, but now worse than ever.
I just don't have hours to sit on hold complaining
- Location
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- Location
- worcestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-06
- Comments
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the worst customer service i have ever experienced
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-29
- Comments
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The line has not changed since I switched from BT. The issue was and maybe for a lot of people dissatisfied with the service, the cheap router provided. It's single band, unable to do 5GHz, means that it is reliant on a very congested set of channels. This is particularly problematic in built up areas. If you're having issues, then try a WiFi analyser and see the quality of the channels in your area. My dropping off of connections and the irractic speed were solved by investing in a modern mesh router. I am now getting the same speeds I got with BT. The BT home device is a top end router and you will suffer changing to a budget router. The cost of my new router has definitely dented the savings I got from switching from BT.
- Location
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- Location
- London NW8
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-25
- Comments
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Overpriced compared to competitors. Failed to supply minimum guaranteed speed. Do not use this service.
- Location
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- Location
- Ashbourne
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-16
- Comments
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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
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- Location
- Wolverhampton
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-15
- Comments
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Been with JL nearly a year now and on the whole only had a couple of downtime's but i had that with BT and Sky anyway. Speeds as good as i have had with anyone, speed test around 28 - 31 mb download which is slightly better than i got with BT and Sky. I cannot get a better speed as to far from exchange so only other choice is Virgin but there reviews are even worse so think ill stay put. Overall have been happy with JL.
- 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
- Orkney
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-08
- Comments
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For some time now I've not been able to access my account online. I was told that it was a software fault and that they are trying to fix it, but didn't know when access to my account would be available. Not good enough!
- Location
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- Location
- Princes Risborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-08
- Comments
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Since abandoning the previous Waitrose and JL email/webmail servers, the emails are now painfully slow to load, delete and refreash. Indeed earlier today in 'timed out' before competing the intray loading! I suspect we are paying high fees to ride on the back of the systems servicing JL online sales and stores management/resupply systems. Meanwhile, online banking, google etc are still very slick indicating that it is the JL email provider's servers which can't cope. JL WEBMAIL quality is a joke!
- Location
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- Location
- Glasgow
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-12
- Comments
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very poor service speed not the right word customer service non existant
- Location
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- Location
- Bonnie Galloway
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-15
- Comments
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Only been with them for 2 weeks. More often than not the computer cannot'see' the router, and when it does see it, it often can't connect.
Helpline constantly not available.
A borrowed router solved the connection problem.
I've sent 3 complaints online, and not had a reply yet.
Abysmal service.
I wish I had read this page before signing up.
- Location
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- Location
- Whitehaven
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-19
- Comments
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It was cheap for the first 12 months. The switch to them was smoothish ( though my old provider alleged they weren't informed by them which caused a billing problem. ) Speed has been as promised. Issue has been periods of intermitent cutting out. Not brilliant but for the price of the 12 month introductory contract I would recommend if on tight budget.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-14
- Comments
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Shocking. So disappointed. Thought it being a John Lewis product we would get a great service, quite the opposite. Never had such a terrible experience. Signed with Talk Talk and they were efficient and cheaper!
- Location
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- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-19
- Comments
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Absolutely useless! Tried to move house with them..was sent a text to say a phone line would be installed on a particular day between 1 and 6 pm. Rang at 4 pm to check the date was correct. Was on hold for over 40 minutes, told the engineer was still due, not to worry. 6.30 pm no sign. Rang again and was told my address didn't exist. Put back on hold for over 40 minutes...complete waste of time AVOID AT ALL COSTS COMPLETLY INCOMPETENT.
- Location
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- Location
- Barnstaple
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-16
- Comments
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John Lewis is great at what they do. If you call them you get a real person speaking english, they are helpful. The problem is the service is via plusnet using BT. If your speed is slow then it would be no better with another supplier. what you get is cheaper service and great customer service. If BT sorted out the issues with the cables then most of these reviews would be better.
- Location
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- Location
- Leeds
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
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I wish I had seen these reviews prior to placing my order. Absolutely disgusted and let down by John Lewis Broadband. I agreed to switch in January with a commencement on 13th Feb for phone and broadband, keeping my existing phone number. They told me on 31st Jan that my phone was live which didn't make sense to me as the phone was still with my existing provider. That was when I found out that fibre didn't mean fibre - it meant phone line and I had two numbers running and was being billed for that. I have spent hours listening to the music reel on the helpline trying to get my old number back - they promise a date and then nothing happens, they promise to call me back and don't, they don't respond to written requests. I lost patience yesterday and cancelled the whole thing due to their breach of contract, they are charging me £102.50 for the pleasure.
- Location
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- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-27
- Comments
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Back in November I wrote a dire review of John Lewis having left BT.
The problems were blamed on the lines in my house although I was convinced that wasn't true. One support person seemed to go beyond the norm in trying to help and I was grateful but I decided to leave. There was a penalty to pay but it seemed worth it.
A day later Open Reach apologised to the entire town about their failures during the previous weeks.
So I retained my account and since then connectivity has been pretty good.
They would not be my first choice provider but at least I'm happy to wait until the end of my contract.
- Location
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- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-06
- Comments
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Moved from BT but so sorry now.
Always dropping so quite useless for TV streaming.
Stay well away
- Location
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- Location
- Scarisbrick
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-14
- Comments
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When I first signed up they failed to supply broadband on the agreed date . We waited 5 days for connection 4 months into the contract we now have a fault no broadband for 6 days complete joke.
- Location
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- Location
- HALSTEAD
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-24
- Comments
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Most of the time download speed is below 0.3 mbs Has been below 010mbs.
Impossible to view even low resolution videos. Emails with attachments often time out. It's probably due to a poor telephone line, but it's still john lewis's responsibility!
- 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.