806 Customer Reviews over 21 pages
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- Location
- Nottinghamshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-09-01
- Comments
-
Broadband speed is ok and generally it's reliable. Real issue is the email service. It's hit and miss as to whether it connects at all remotely - quite often times out (as it has just now). If you get in, it crashes time and again, so sending emails remotely means typing them in Word and copying and pasting, often repeatedly. Most recently, we weren't able to log in at all. Customer service couldn't tell us what was wrong as it was working at their end. Said would get back within 48 hours (!). Didn't. On chasing, my husband spoke with a very arrogant guy who came up with an unconvincing reason as to why it had happened but fixed the problem remotely - but not on the home pc! He claimed it was a Microsoft problem and "Waitrose" couldn't help. My husband (who knows little about IT) made a suggestion about adjusting the Waitrose setting. The guy dismissed it out of hand. End of call. My husband did what he'd suggested and it worked. Totally unacceptable to be without core email for two days and then not have a competent IT support service.
- Location
-
- Location
- Scottish Borders
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-24
- Comments
-
Had I read these reviews before signing up to a John Lewis broadband and phone deal I would never have considered switching. My phone and broadband switch didn’t happen on the date quoted when I signed up - but did happen a few days later without a problem. I discovered - when I received an e-mail from relative concerned that they’d been leaving messages for me on a strange phone message system - that my switch had automatically added the 1571 answer phone system to my phone line - removing the answer machine I have on my phone. When I checked 1571, I discovered several messages from various people who’d been trying to contact me. I’d specifically checked before purchasing the JL package that this was an option I had to add myself. When I contacted JL customer services to ask that this option be removed from my phone line immediately, I received a response from customer services almost 2 weeks later advising that the 1571 service was automatically added to my phone line and could not be removed. When I quoted the relevant text about the 1571 service on the JL support pages - I had to add 1571 to my phone line if I wanted it - there was another 2 week delay in response from JL customer service, advising me that the 1571 service had now been removed from my phone line - but I needed to wait 24 hours for it to take effect. 48 hours later I still had the 1571 service. A further 10 days later, I was advised that BT open reach had to remove 1571 from the phone line and this had been requested. I finally do have the answer machine on my phone working again but am totally unimpressed with JL broadband and phone customer service and be finding another provider as soon as my contract expires.
- Location
-
- Location
- England
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-10
- Comments
-
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
-
- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-27
- Comments
-
I've been very frustrated with customer support from JL. They just don't seem to make it easy to get issues resolved in the shortest possible timeframe. I know it isn't deliberate - they are all nice enough to speak with on the phone but seem to lack any gumption or purpose to get the job done right or even follow up on time to current issues.
Even when I registered an official complaint before Xmas about the poor service, the ticket expired without anyone contacting me. I half expect that it’s in the hope that customers will forget and won’t bother them again although I do hope I am wrong here.
People should also know that this isn’t the real John Lewis that you deal with btw, it’s Plusnet who are delivering the service on behalf of John Lewis so for anyone about to sign up, don’t think you’ll be getting the legendary JL customer service when you have a problem because you definitely won’t.
Just to balance things up a bit, I should say that the service, when it works, is quite good and the prices are quite competitive too, but heaven help you if you ever run into a problem because it can take weeks before a resolution is found.
- Location
-
- Location
- Decon
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-05
- Comments
-
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
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-02
- Comments
-
i've had JL Broadband for a few years. I upgraded to their fastest service. There were issues on the upgrade and the service was not a smooth one (which I was reminded matched my initial ake up of their service the year before) but the key issue now is that during Dec/January and early Feb I noticed a distinct reduction in speed. When tested I noted it was around 10mb speed on a supposedly 75mb line ( at over £50 a month for line too). I called in and was led through a few checks including the logging in details and it turned out that someone at JohnLewis side must had updated my details with another customers details. As I looked at my screen in disbeleif I read out the lady's name and username who was entered. When overwtitten with my details the speeds picked up again. I find this breack of data protection and total inability for this mismatch to be montiotred and flaggeed up unbeleivable. It implies to me a very laissaz-faire attitude to performance and security. I logged a complaint about the speeds and the data protection issue and asked to find out exactly what had happened. This was 3 weeks ago. I heard nothing. The complaints have 'disappeared'. I called in and was held on the phone intermittently and after 25 mimutes decided I had had enough (whilst an agent insisted I wait whilst they read and understood the situation). I repeated al the information yet again but to no avail. They failed to take it on board, failed to allow me to speak to a manager or to get someone to call me back when they'd read my notes and seemed fixed on wasting as much of my time with no help whatsoever. Useful.
Very very odd.
No I don't recommend this bunch at all.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2022-10-14
- Comments
-
They cut us off when moving a month early as someone misread the month. Very unhelpful getting it sorted. 4 months later the refund agreed still hasn’t come. Every time you phone they are lovely and promise a call back or email which never comes. They update your account but as they closed the account you can’t see it to respond. Just the worse service and worst customer service ever. No joined up care. No one looking at the the overall issue. 4 months and a multitude of calls and they really have no joined up thinking. The customer comes last. Would never ever recommend them. I hate writing bad reviews but they have had 4 months to sort this. Just awful.
- Location
-
- Location
- bournemouth
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-30
- Comments
-
Very poor installation service and customer service to resolve the issues, not what I expected from JL. Phone wait times are over 40 minds every day for tech support, they don't have enough engineers and are backlogged.
- Location
-
- Location
- Orpington
- Reviewing
- John Lewis Broadband
- Date
- 2022-09-08
- Comments
-
Despite telling customer services that I needed to terminate the service they continued to take payments. They now deny that I contacted them and in my view have stolen a number of months of money. I will never use them again and would not encourage anyone else to use them.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-29
- Comments
-
Really poor customer service. Had to call 4 times in the first month because the account hadn't been set up correctly. Every time they were experiencing a "higher than expected call volume", I experienced 8 minute waits.
Bills aren't fully accessible with Chrome or Internet Explorer.
- Location
-
- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-11
- Comments
-
Go to another provider.
Happy to allow a customer, willing to accept an 18 month contract, to leave.
Been paying an out of contract rate of over £40 for 2 months. Asked for a refund, as should only be paying £25 and told no or I could get the woman sacked. £30 refund… and they’ve lost out on an 18 month contract with a loyal customer.
Go elsewhere!!
- Location
-
- Location
- Salisbury
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-16
- Comments
-
A disaster! Customer support very pleasant and knowledgeable but it appears the router has packed in after a month. Unstable connection, dial-up-slow speed internet. Totally unusable.
Avoid.
- Location
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-11
- Comments
-
I was with sky broadband and it was getting more expensive each year, so changed to john lewis, reputable company, massive mistake. The internet is awful, every day there is an issue. Have reported it severally, apparently it is not their fault it is BT, yet I never had this problem with Sky. Looking at the reviews from people, it is obvious I am not the only one. Fortunately, my 12 month contract is over and I am switching. They havent even offered compensation for the abysmal internet speeds. The poor speed has affected my business and studies. Please - if you regularly use the internet and need normal to high speeds for viewing videos or sending and downloading documents, then do not go with john lewis broadband.
- Location
-
- Location
- Leatherhead
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-26
- Comments
-
Switched from Waitrose to John Lewis broadband only (no phone line) about 2 years ago. Sorted initial problems problems using wifi booster. Phoned to cancel yesterday and was told there would be a cessation charge and they would need to disconnect my phone!! When I queried cessation charge I was threatened with a debt collection agency! This was my first phone conversation with them. I was disgusted at the rudeness of the person I spoke to. Asked to speak to a manager but was left on hold. Phoned back to speak to another person and was told services would be cancelled in 15 days but the website account has been closed and cannot email complaint to JLB. Feel so let down by the John Lewis name and reputation.
- Location
-
- Location
- Morecambe
- Reviewing
- John Lewis Broadband
- Date
- 2021-02-17
- Comments
-
No working phone I need to Ring doctors and Job centre trying to ring me, it has been off for days now! THE GOVERNMENT have got to do something about the Rubbish system in this Country, the way people are left by these Internet people of whom just put up the prices and seem to do what they like it should say on the web site we are having problems with internet and phone But no it's always a YOU problem just happening to you really sick of the state this country is in with greed and a lack of help!
- Location
-
- Location
- Marchwood
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-30
- Comments
-
Have had John Jewis Broadband for 1 year and 5 months now. first 6 months speed and reliability were fine, after that it started disconnecting alot, speed was awful. I have called numerous times to customer service, I am being told always everything is fine. past couple of months has been slightly better but it's been absolutely awful last week. I have saved all my speed tests since, even at 1am, the download speed is under 1mbps. nothing has changed at the property, we have already changed 1 router from you, so you tell me what's next. definitely a problem at your end.
- Location
-
- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-19
- Comments
-
Currently switching to another provider and we were cut off 5 days early by John Lewis Broadband with no explanation - upon calling customer service was told there was nothing they could do despite us being promised on an earlier call that our service would continue right up until the new provider took over.
Very poor service, would not recommend.
- Location
-
- Location
- Horley
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-21
- Comments
-
Agree with the poor reviews. Customer service is abysmal, never contact you before the 24 hours are up. I didn't know before I signed up that it was run by PlusNet (owned by BT) had bad experiences with them in the past and resorted to legal and obtained compensation.
- Location
-
- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-29
- Comments
-
Cannot recommend this broadband provider. speeds were inconsistent at best. Also watch out if you join as 14 day cooling off period starts the day after your order this service and not when the service starts!
- Location
-
- Location
- Caerphilly
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
-
Internet did not work for two days because they serial numbers on the back of the router had not been logged on to their system. Only the fourth operator spoken to was able to work this out. The others said it was a problem in my house. The refused to answer emails beforehand asking how to set up additional email addresses under John Lewis. Nothing on their website either. Turns out you only have one email address. There are no instructions on how to set up for Macs modern operating systems for email. The anti virus system is not supplied for Macs but there is no indication of that on the website. Simple a very poor product - which I believe I have been missold and I will cancel tomorrow.
- Location
-
- Location
- Ely, Cambs
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-03
- Comments
-
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
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-27
- Comments
-
I wouldn’t recommend this service constant connection problems very unreliable connection when streaming videos. Customer service staff seem clueless! I was with BT before I joined in August 2017 which was good but more expensive. However I regret leaving and will not be renewing my contract I also can’t wait to leave.
- Location
-
- Location
- United Kingdom
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-29
- Comments
-
This broadband is rubbish, slow, and pathetic. My mother spent £40.00 for it.
The internet speed is terrible. I keep cutting out from it, it goes off for no reason then 3 seconds later, comes on again. My mother is considering to switch to a better one. Avoid this broadband. You got my advice.
- Location
-
- Location
- Walsham le Willows Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-16
- Comments
-
I was sold a service promising an average 34Mbps. It has never exceeded about 20 Mbps. Customer services promise action but seem to do little. They closed the last investigation after a month due to "inactivity" though they were the ones supposedly taking action. Currently their portal is off line so I cannot contact them at all.
- Location
-
- Location
- LE86ZH
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-26
- Comments
-
Router is very bad with its WiFi signal if you have a single wall in between the router and certain devices
This problem has been ongoing since installation in December 2016
JOHN LEWIS
CHANGE YOUR ROUTER
I have had to purchase a Wifi Dongle, AC600 802.11ac Dual Band 5GHz Mini Wireless Network USB Wifi Adapter from Amazon to get my computer to even see the signal
Worked solidly for 5 days but today even though I'm connected internet is up and down with the data received
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-24
- Comments
-
A follow up to the review below. Over a month without Internet despite having moved and elderly relative. The worst time to lose your connection. Spent more time on phone. 40 mins last night. Great chap. Admitted they had made another error at the start of the order and said that I would be connected in 15 mins! Joy!!! Rubbish! Still not connected and red light still on, BT says lines and exchange all working fine. What the hell shall I do next? This is really the worst company I should have connected with.
- Location
-
- Location
- Aberdeen, Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-07
- Comments
-
Did not cancel contract on request and continued to charge, is a great hassle to try to recover payments and ensure account is correctly cancelled.
- Location
-
- Location
- Midlands
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-06
- Comments
-
Poor set up, poor customer service (initial set up, revised set up, billing) although technical support good. Would not recommend.
- Location
-
- Location
- Crosskeys, Wales
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-26
- Comments
-
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
-
- Location
- Hereford
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-20
- Comments
-
Like another reviewer I have closed my account and JLB does not recognise this although I have their letter telling me how sorry they are I have left. I stopped my DD as after many phone calls as I could not trust them and sure enough today I had an email from them demanding payment by another means. In fact they owe me a refund but "due to a new accounting system" this will have to be by cheque. I cannot go on-line to discuss this as my account is closed and the phone line has a wait of over 10 minutes. I'm not surprised!
I would just ignore them if they did not owe me money and I could be sure they would not file a payment failure on my credit file.
- Location
-
- Location
- HEREFORD
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-19
- Comments
-
Customer service is the worst ever. Please go with someone else. They say anything to get you off the phone. I had 6 months of there system not accepting payments due to system error. I had staff lie to me, put me through to wrong dept on purpose. Mis information is their game just to get you paying them. Don't entertain them. You WILL be disappointed.
- Location
-
- Location
- Hereford
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-28
- Comments
-
Astonishingly poor. Like others here service suddenly lost due to a network issue..not line. Long meaningless illogical discussion with JL..reset etc etc. Then just it was a network fault and you end up in online ticket system which they just ignore and delete. You can can only respond online ..but you have no service to do so.
Just demand you pay but will not provide any service.
- Location
-
- Location
- winchester
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-13
- Comments
-
Reported to John Lewis on Jan 2nd, connection is dropped around ten times each day for exactly 2.5 minutes each time. According to John Lewis it is now fixed but as the dropped connection log below shows it remains exactly the same. This problem started when we switched from EE to John Lewis, paying almost double the previous rate for a fibre extra service which is really not acceptable.
Net Uptime Monitor Failure Log (NetUptimeMonitor.com)
Licensed to nick sheron
=======================================
12/01/2019 17:20:52 Log Start
---------------------------------------
Failure Start Length
12/01/2019 17:22:38 0:02:17
12/01/2019 19:34:34 0:02:28
12/01/2019 19:58:48 0:02:29
12/01/2019 20:11:38 0:02:28
12/01/2019 20:35:03 0:02:28
13/01/2019 06:48:49 0:02:26
13/01/2019 07:45:51 0:02:27
13/01/2019 08:21:08 0:02:28
13/01/2019 08:54:08 0:02:26
13/01/2019 11:10:13 0:02:25
- Location
-
- Location
- Tadley
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-11
- Comments
-
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!!!
- Location
-
- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2022-07-02
- Comments
-
Apart from the obvious the speeds I have now understood why I was offered so much and received so little in the way of fine Lewis service, it seems to me living in a block of flats that I am not the only one receiving broadband service from my account, I explitively said I do not want the account to be written up as the blocks account, working from home our office wants and needs the professionalism that individual fibre into your home not the block and then disseminated amongst the residents who got to t
City Fibre first as it came in off the street directly into a private home and dished out from there, not my private home someone else got the ONT box directly into there flat it's no wonder business has tailed off, I'm just wondering how I hold Lewis accountable this is account service theft on an unimaginable scale if this is why you can only get John Lewis Broadband down a copper wires ie: the telephone landline they are garnishing extra customers by dividing your individual account service.
How do we know ,by the new doorbells appearing next to the outside intercom box whilst the recipients ditch the doorbell cable that's already buried in the block for stolen broadband and installed a dodgy little bell outside next to the intercom.
The installers in a grey van..
- Location
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-14
- Comments
-
Wow, how did not come across all these reviews earlier. Similar nightmare here..
Been with Plusnet, BT and now John lewis, all the same group (incl EE).
Within the first 5 days have had at least 6 disconnections at random times, support says, 'all ok 10 day training period?', thats ADSL not Fibre! Package ordered was 80/20 fibre extra, found out I was on 55/10, did they refund me, no of course not. Zyxel router supplied by JL on firmware version 10, current release 21? Would they update this for me? 'will happen in time'...cannot understand why I have so many issues, no engineer of course...first 10 days sir...
Please, save yourself the hassle, there is something very wrong here at JL, go elsewhere if you have a choice. As I have been with other isp's that use the same infrastructure BT and plusnet (without any issues), I can only conclude the supplied zyxel 8924 b10a modem/router is at fault, how I do not know. Next time I get a disconnection I will replace the zyxel with the BT home hub 6 or the old and still trusted HG612 3b modem in conjunction with my own choice of router.
Good luck out there! Stay away if you can. Will update after I swap out the hardware with old BT smart hub and/or HG612.
- Location
-
- Location
- North Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-12
- Comments
-
Switched to JL Broadband and can't wait for contract to end. Continually dropping service, slow speeds. Had same devices/usage with previous provider and no issues before, so why now? All engineers keep saying is everything looks good on the line and want to send someone out but if no fault found they'll charge me £50
- Location
-
- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-27
- Comments
-
Truly shocking customer service; lack of consistency when dealing with complaints; can’t get hold of manager; issues with my DD which they still haven’t resolved 4 months later!
- Location
-
- Location
- Billingshurst
- Reviewing
- John Lewis Broadband
- Date
- 2022-06-04
- Comments
-
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
-
- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-15
- Comments
-
Don't.
We have been struggling with our JL broadband service from joining. Inconsistent connections and slow speeds are what you eventually are bound to. PLEASE read the Terms and conditions... they DO NOT GUARANTEE WIRELESS CONNECTIVITY. Which basically says it all.
Unfortunately we are going to have to pay for the remainder of our term but are looking to another provider to switch asap. Not worth it.
Disappointed in John Lewis, we joined with good faith in the 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.