806 Customer Reviews over 21 pages
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- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-18
- Comments
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DO NOT USE. This service has nothing to do with John Lewis. It is Plusnet on the cheap. After I made the order they didn't send a router out. They didn't respond to emails, and the customer service rep had the cheek to tell me to be "civil" by challenging him that he was wrong. Apparently it's my fault that I didn't have the router because I must have it. Utter incompetence verging on fraud to advertise this as John Lewis.
- Location
-
- Location
- East Ilsley
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-05
- Comments
-
3 months after placing the order I have given up and cancelled it to go to BT. They are rubbish. Initially they put my first order on hold because they couldn't find my address (it came up on their website). Then after that was fixed, they randomly cancelled the next order without telling me. I contacted them and complained and they said it would another month just to get the phone line in and they didn't know when the broadband would happen...
- Location
-
- Location
- East Knoyle Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-01
- Comments
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Good value, reliable and good customer service. As a rural customer this is a cheap way of gaining Plusnet service. Will continue providing I can negotiate a good price at the end of contract. Recommend
- Location
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- Location
- East sussex
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-20
- Comments
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I can’t Believe how bad John Lewis has been ,the Internet is absolutely awful ,Customer service no help at all, said if I want to cancel they will charge me £73 even though they say if it’s their fault they will cancel you free of charge, iv been told To unscrew the socket from the wall I’ve never gone through anything like this before , Also telling me they have 30 days to resolve the problem so basically I’m still paying them but have no Internet for 30 days never heard anything like it I have now paid To come out of the contract I definitely definitely do not recommend John Lewis to anybody.
- Location
-
- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2013-04-17
- Comments
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Basically a good service but not very savvy regarding the 20gB limit. On the one occasion when I unknowingly (visiting Grandson) exceeded the limit the first I knew was when it virtually stopped working. No warning at all and the reason why only became clear when I contacted them. Room for improvement here I think.
- Location
-
- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2015-03-24
- Location
-
- Location
- EAST SUSSEX
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-09
- Comments
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What an absolutely abysmal company this is. I am genuinely surprised they have any customers. Trying to get through is a complete and utter nightmare. I refuse to be kept hanging on the phone waiting for someone to answer my call for hours on end. John Lewis seem to think this is an acceptable way to treat their customers, well believe me it is not....HIRE MORE STAFF!! Not only that but your staff knowingly tell lies. After trying for over a week to get through on the phones and messageS being ignored I decided to cancel. Even that is not being handled properly.
If you value your time and Sanity stay away from this company. This many complaints cannot be wrong. Believe me I have learnt that lesson the hard way.
- Location
-
- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-22
- Comments
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i recently moved my phone and broadband providor from BT to John Lewis. Less expensive and a no stress faultless changeover. Thank you John Lewis.
- Location
-
- Location
- east sussex
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-04
- Comments
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TOTAL SHAMBLES !!! not a clue what they are doing stick to food and homeware
- Location
-
- Location
- East Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-19
- Comments
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Decided to leave BT as prices are getting silly, particularly for loyal customers.
Switched today - and this was totally seamless, not one problem. Router delivered 2 days ago. So far, very good, and have not even had to phone JL customer services. I am not particularly IT savvy, so if I can do it, anybody could!
- Location
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- Location
- East Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-19
- Comments
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Cant complain about the broadband speed or reliability .The problems arise with the promised free Bullguard security package which i still havent got to function. And the promised John Lewis e voucher which I am still waiting for .Customer service needs a complete overhaul . Keen to extract money from you but not so keen to sort out problems .I cant recommend changing to them .
- Location
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- Location
- eastbourne
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-01
- Comments
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Very poor customer service,very hard to speak to anyone emails go unanswered so leaving them.
- Location
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- Location
- Eastbourne
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-24
- Comments
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Avoid. It took over a month after the agreed switch date to actually switch. There was no notification that they were going to switch on that day. I was working and suddenly my internet dropped. Poor communication for something which these days should be a standard process.
- Location
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- Location
- Eastchurch
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-09
- Comments
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Hi was with BT before and when I went to John Lewis I did not see the feedback until I joined then I was a bit worried because a lot of the feedback was bad but for me I have had excellent service with no problems our family have been with Bt for 40 + years and the price just keep going up with no reduction for the loyalty so had to change I would recommend you try John Lewis
- Location
-
- Location
- Eastleigh
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-21
- Comments
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I would suggest avoiding. I had issues from Oct when the ADSL disconnected. 2 engineers from BT and did some work. Eventually found that the UPTO 1MS upload speed had been configured BY JL to 440K. Wonder if this is supporting their move to Fibre? I had spotted the IP Profile in BTwholesale was set to 440 and told them about 2 months ago. They altered me to 850K. So they still are throttling me at 850K - wont ever get UPTO 1MB updoad.
www.broadbandchecker.btwholesale.com is very useful do the advanced check tells you your IP Profile. I wonder how many people told they will get UPTO 1MB actually are being throttled to very much less than that.
- Location
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-17
- Comments
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Rubbish website, forget about logging a problem, you can't. If there is an option, it is so well hidden you can't find it. You keep being sent around in loops. And unreliable incompetent employees. They make many mistakes so if you join JL Broadband (really Plusnet / BT, that explains it all), be prepared to be frustrated.
- Location
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-22
- Comments
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Started account early May 2018 because liked price but now NOT satisfied with service, Direct debit notice Not given (DD Guarantee states 10 days notice to be given when price difference (as prices of differ each month 10 days notice must be given each month, and NOT allowed to collect before set due date 5 months 5 different pay dates, and always taken before due date),speed (download 17 Mbps upload 1.2 Mbps)Customer service, unaware of product, DD rules, and the ability to communicate, overall cheap get what you pay for, no get less for what is paid for, My advice leave alone if you have not got the time to give them hassle, or of a nervous disposition, my score is 0, 0, 0, 0.
- Location
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-14
- Comments
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The worst broadband company I have ever had.
Since I’m with them, the internet was slow always.
Now I’m moving out so I had called them, and I said to switch the internet off with the End of the month 31st!!
They switched it off at the 13th and they said it would take 2 weeks until they can switch back on.
I’m moving gout that time, I can’t do my home office for 2 weeks. Very poor customer service and very disappointing!!!
Don't recommend it to anyone!
- Location
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-24
- Comments
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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.
- Location
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2022-07-02
- Comments
-
The poorest broadband service yet. Never in the year have I had the speed promised and the customer service was rude and unhelpful. Never again going back to the main players. Increased my plan by 30% after 8 months so read the small print.
- Location
-
- Location
- edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-11
- Comments
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This is not a john lewis product ... its plusnet/BT and the customer service that goes with it... my advice is to stay far away
- Location
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-14
- Comments
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Two weeks of no service, still being fobbed off with the same scripts from the call centre, and they will absolutely not send an engineer to help an 87 year old customer; no she's sent a youtube video, as if she can access that, when she isn't able to upload anything. I'm amazed J Lewis allows this level of service. I'm leaving.
- Location
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-02
- Comments
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Shambolic from start to finish. It never went live. Order placed on 22nd nov. Simple switch over of adsl and phone from previous supplier. Services cut on 6th dec. Was emailed on jan 1st to say adsl was live. It wasn't abd needed another openreach visit. Their inaction caused the lne to stop working. Meant no internet over Christmas and new year. Was told on 1st that openreach would fix the fault in 72 hours. So cancelled the contract. Only a shame you cant award zero stars
- Location
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- Location
- Ely, Cambs
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-03
- Comments
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Slow connection at times. No built-in parental control! Been charged separate for what was part of the package. Ridiculous ‘house move’ fee. Line cut-off despite confirmed extension of the service. DO NOT RECOMMEND under any circumstances
- Location
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- Location
- England
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-10
- Comments
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Perfectly fine service from John Lewis Broadband until something goes wrong. Obviously I'm not supposed to expect John Lewis levels of service, although this is exactly why I chose them as ISP.
- Location
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- Location
- England
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-29
- Comments
-
John Lewis (JL) mismanaged my account for a year, then kept wildly overcharging on each bill (not even emailing me bills, but just plonking them on an online account that I didn't realise existed), stopping my internet, etc. After months of this, I paid up for longer than needed & switched provider. But JL continued charging monthly for months, even though I'd left, & threatened me with debt collectors. After much stress, JL finally accepted there was no debt, gave miserly compensation, & promised they'd told their debt collectors to cease pursuing. But after a couple of months, the 'debt' reappeared with letter from JL saying they'd instructed PCS to collect. Suddenly being harrassed again by JL, credit rating threatened, & now PCS harrassing me also. The nightmare continues... will I ever be rid of them?
- Location
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- Location
- Epping
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-11
- Comments
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Not such thing as “Outstanding Costumer Service”
They pride themselves on having “outstanding costumer service” but all I got was a pack of lies and a complete disinterested service. At a time when internet is a fundamental need for many people we had a fault which lasted over ten days. They booked a technician out on day two which could not find the problem and the second one was sent 5 days after. In the meantime, they lied to us as we were told that another technician went by but, once again, he could not find the issue. Moreover, everyday I was told they would call us back with an update but NOBODY ever did. I had to call John Lewis about 8 times. When, finally, the technician arrived to try and sort the problem, he told us that nobody was there before him beside the very first person on day two. He did some work and we got some sort of connection back but it kept cutting off constantly. Useless.
In order to be able to work, in the end, we had to buy a EE mobile broadband service. EE was the best thing we got out of it as the speed is remarkable considering we live in an area with a general low speed internet service (is more expensive of course). Our first encounter with EE costumer service was also a positive one. However, it is all a scam as BT owns John Lewis broadband as well as Plus-net so it is all run by the same people who wants our money and offer bad service.
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-06
- Comments
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Left BT after recent price hikes. JL broadband was half the price and despite many less than average reviews I plumped to switch. BT connection speeds were woeful and the customer service poor. What did we have to lose? If it was just as slow at least we wouldn't be paying £34 a month.
Customer service was excellent all throughout setup. Speed is now twice that of previous BT connection. Very, very pleased.
Downsides: we didn't get the router delivered on time as it wasn't despatched until I phoned to see what the issue was. Waited 5 minutes before speaking to the UK based call centre who sorted everything out quickly. Other than that- top notch.
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-18
- Comments
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Took over a month to connect the service. The standard unlimited broadband service is always cutting out, too many drop outs. Sometimes the speed reduces to less than dial up speed. I have complained numerous times, the service has not been satisfactory ever since I joined them some 14 months ago. I have asked for a refund many times, alas my request falls on deaf ears.
- Location
-
- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-26
- Comments
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I think it is diabolical that I have been waiting 3weeks from when I applied and still do not have the internet every 2dayss I phone and I’m told I have to wait 48hrs then 48hours later I’m told 48hrs then 48 hrs later the same,I totally broke down and had to have a crisis team to come out as you had totally broke me,I still have no internet! It’s terrible to treat people like this especially in isolation
- Location
-
- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2016-06-16
- Comments
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I wish I'd read all of these reviews before we signed up to JLB, as many others have said.
We were with Plusnet before, & I found their customer service terrible, connection slow, & billing totally confusing. After much deliberating, we joined JLB based on the JL brand & Which report. BIG mistake as JLB is run by Plusnet!
DO NOT JOIN THEM!
- Location
-
- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-05
- Comments
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Anyone working at John Lewis Broadbabd should be ashamed for letting their colleagues and employers rip off the public. I have paid for a service they have not supplied, they can not give a date if and when they might supply broadband, the Provisions Team investigate the complaints against themselves and they refuse to escalate and issues. Simply put John Lewis broadband is the worst on the market.Total scam artists. Avoid like the plague.
- Location
-
- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-29
- Comments
-
Dont bother useless, gave up after 3weeks with no connection and cancelled before i went mad.
- Location
-
- Location
- exeter
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-29
- Comments
-
I have been very patient with the service dropping out regularly as I seemed lucky when calling the helpline. The last time I contacted JL the young lad who talked at me was vile. I was so upset that I am stopping shopping at JL and Waitrose. Have moved providers to a small company based in Devon who are professional and only very slightly more expensive.
- Location
-
- Location
- exeter
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-20
- Comments
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Shocking. Signed up to the £22.50 per month b/b + Anytime weekend deal on Uswitch. First bill for £30+ - they added several services I did not sign up for. Took second payment without authorisation. Did not reply to five or six e mails. Sent threatening e mails. Limited service demanding the extra payment. Called up, and
insisted there was no such deal. When I went to Uswitch and read it out, they admitted there was, and would put me on it..However would not waive earlier fees.
Not what you expect from a service with the JL brandname on it - faith in JL considerably shakened
( long time customer).
- Location
-
- Location
- Exeter
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-23
- Comments
-
Faster than BT and had no issues
- Location
-
- Location
- Exeter
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-11
- Comments
-
Unable to rate either Broadband speed or reliability as, one month on, John Lewis have yet to connect me.
They do not answer calls, they do not answer email. They do not respond. They have taken my money and provided no service.
In my book this is called fraud. John Lewis should be prosecuted and held to account.
When I see their Christmas advertising and hear how much it has cost it makes me feel sick. They ought to be ashamed.
- Location
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- Location
- Exeter
- Reviewing
- John Lewis Broadband
- Date
- 2016-01-17
- Comments
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Very disappointed to find I had switched to get away from PlusNet only to find I was still dealing with them, complete with 30-40 minute waits and dreadful music. Pleasant people but frequent lack of knowledge and competence. Switchover was messed up, and 6 weeks late. If I had an alternative, I'd leave but there's only BT.....
- Location
-
- Location
- exmouth
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-04
- Comments
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unlike most of the reviews I have mainly been satisfied with J.L except for the Webmail which is a dasaster, constantly failing to fetch messages, now in the middle of changing to another server !!Oh dear !!
- Location
-
- Location
- Exmouth
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-30
- Comments
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Left before my contract even began, the customer service was so bad. 15 minute waits to speak to someone, awful defeaning loud music while they put you on hold or transfer you to someone else. Two out of three people I spoke to were unable to find my details. Then when I asked for confirmation in writing that the account had been cancelled, I got two 'contact us' messages requiring me to log into a website to see the reply, which I was unable to do as the password I was given didn't work.
One operator apologised for the wait and poor customer service, saying that the company is in the process of training up another 100 operators. Ignore the Which recommendation, as the reality falls short of expectations from the JOhn Lewis brand.
- 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.