John Lewis Broadband Reviews

Now become so unreliable & they are no help in changing

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

Signed up for John Lewis broadband as price was competitive, then read reviews and was filled with some doubt, but I am now up and running for a week and have nothing but positive feedback. I called the Helpdesk with questions and the phone was answered instantly. Router set up was simple. Live set up occurred as promised. Communications always clear and timely and even a phone call today, just to check up everything was good. Line speed pretty much as promised. 5* at this moment, long may that last, and no regrets about moving my business to John Lewis.

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

In short, don't use them.
Our phone line and internet were cut off for over a week. After an engineer could not find a fault at the exchange, they sent an engineer to the house without an appointment. No one was in, and then they told us they could not send another for 4 days. When the engineer did come (after a week), it turned out that the fault was at the exchange all along and the first engineer had missed it.
Customer service was poor, giving different excuses for not sending an engineer, and it was impossible to elevate the complaint.
When the line is working, we only get download speeds of max 2mbs, but this regularly (every couple of days at the moment) gets dropped down to 0.2mbs. When we call, the speed goes back to normal, so BT must be choking the speed.

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

Do not choose John Lewis broadband thinking that the name suggests quality as you exoect with it stores. Two separate things!!
I thought, a name you can rely on, must be good, how wrong was I.
Fibre... 3.5 download MAXIMUM. Installed a week later than I was expecting, then after installation discovered hadn't been setup correctly their end. Had a friend over who deals with such things thru work, she was on the phone to an engineer for 30 minutes trying to sort for me!
Reply to my complaint, patronising and sarcastic veiled very thinly. Discovered it in my junk box which in all fairness is where it belonged.
Very often no internet at all as proved by my NOW TV box in the middle of programmes advising me to check my connection.
I left it too late to cancel the contract but won't be making that mistake ever again. I'm now nearing the end of my year and I can't wait to leave. You have been warned!

1 star is too generous. Please heed my warning, and do not use John Lewis Broadband. Do not be seduced by their offer of a gift voucher. It is not worth it. I transferred my service from Sky to them on 4th March. I was due to go over to them on Monday 18th. In this time the only communication I had was from Sky to say they were aware I was leaving them. Nothing from John Lewis and no router, so today (16th) I called them, only to be told that the request to transfer the line hadn't gone through properly. Apparently this was not their fault, it was Open Reaches fault and they were going to complain themselves. I was told he would email me to advise what was happening and try and get this pushed through for 18th, and to put my feet up and have a tea. Cocky idiot. I got his response on email and it was woefully insufficient. They were now blaming Sky - 'Sky hadn't received our order until a later date...' (??) 'so they rejected our request to keep the number. I've spoke to number ports and they've raised a manual order to get the services live on the 25th instead'. It also said underneath that my query was on hold till Wednesday 20th, so he was OK with leaving my high and dry till then? No thanks. They are a total shambles. They don't accept any accountability for THEIR mistakes, and there was at no point an apology from this person or from anyone I spoke to on the phone when I called to cancel the request altogether. DO NOT PUT YOURSELF THROUGH THIS. Their line for customers opting to leave them was red hot. I was on hold for 40 minutes. No wonder. Go with a reputable provider and don't waste your whole Saturday like I have had to do to deal with these jokers. I'm staying with Sky - I was only moving away from them to get a cheaper deal which they have now given me.

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

Broadband has been hopeless, whenever tested it's just ok but so slow most of time and Alexa devices can't work properly

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

Terrible customer service. Finally did the switch from BT, and regretted it almost instantly. Speed dropped from 7mbps to 0.4, cue daily phone calls to the worst CS ever! Left in my cooling off period, still trying to charge me £50.

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

Have to say so far so good. Had been with Virgin cable for more than 10 years, but was determined to reduce my monthly bill. Couldn't get virgin to budge on price so looked around for a good deal. Price good and customer contact centre very efficient. Only issue I had was I had to call customer support to activate the broadband after the phone connections had been made by the engineer. Speed so far good and able to use Freeplay no problems

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

No customer service staff have no upper management for you to escalate any problems Plusnet advertising customer service won't let you down!
DON'T BELIEVE IT
Problems are just repeated 48 hours before update 48 hours for next update 3 weeks still awaiting for it to work!!!!!

• Speed
  3 stars
• Reliability
  3 stars

This is the worst internet provider I have ever been with constant dropping very slow poor broadband I never signed up to this discussting service