806 Customer Reviews over 81 pages
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-06
- Comments
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I moved to JL thinking their reputation was a reliable yardstick and reviews seemed generally ok.
They messed up the transfer from the previous provider - didn't hear from them and then when I called - 'oh looks like the button wasnt't pressed to switch you over'. Took them another 2 weeks.
There was confusion over the package for calls I went onto - I was landed with a big first month bill I hadn't expected - it may have been me - I'm not sure to be honest but the call centre manager dealt with this very well although their system are poor and cannot update my monthly package for another month.
The internet line cuts out occasionally - the password disappeared one day stopping it working altogether.
The download speed is ok -it does vary though. The upload speed is terrible - 0.3 mb which is only around 30% of my previous providers - makes using dropbox very very slow.
Not particularly impressed thus far. I'd like to leave ..but can't.
- Location
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- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-02
- Comments
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I am extremely dissatisfied with the service received since switching to John Lewis for phone and broadband.
After a catalogue of errors setting up my service, I was without broadband for five days, and have been without a working phone for 5 months. I had to make almost daily calls to try to resolve the matter.
Five months later, after repeated attempts to get my telephone line working again which has been off for four months, I still have not been given a timeframe it will be working.
The speed is also very slow, again this has not been resolved.
Responses from JLB (Plusnet) have been very disappointing, following escalating the complaint.
I believe most customers do not know the real level of service that they are buying, assuming they will get excellent customer service, as I did. The service is provided by Plusnet.
Sadly this is very far from the case and I would strongly question where review companies and Which? took their initial data from.
- Location
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- Location
- Ilkley, West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-26
- Comments
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The John Lewis broadband service is provided by Plusnet. My experience as a Plusnet customer is much the same as other reviews, i.e. nice enough people but a bit hopeless. On the positive side once they get the service up and running it is quite good.
The big problem is that when you contact John Lewis Broadband, you are actually speaking to Plusnet. There is a massive gap in the very high standards of John Lewis and the rather amateur/poor service from Plusnet.
John Lewis need to sort them out otherwise people will think that it is them providing a shoddy customer service.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-26
- Comments
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We switched to John Lewis from BT because they had a good offer on broadband and we were tempted by the fact that John Lewis won Which best buy on customer service. Ever since we switched we had nothing but trouble with customer service. The agents themselves are nice and polite over the phone, but things just don't get done. First of all it took over 2 months for a switchover, because despite us sending a mac code on time no one bothered to let us know that it didn't work until I chased them myself. Then we decided to switch from regular to Fibre broadband. Again, over the phone I was told the day the engineer was coming so I cleared the day, until I got an email, saying that the date has been confirmed for the engineer to come out and it was a different date! So that is one day wasted for me. In the meantime I received a couple of emails saying that they regret we decided to move away from John Lewis broadband, which we didn't, so I had to chase those emails up as well and turned out it was just because we were switching between different packages. Then, we finally got our Fibre broadband and all was good until the first month charge notification came through - the deal was that the first three months were free, yet I was being charged full price! Now I ring John Lewis to find out the cost of cancelling the contract, and since the service been so poorly I asked if there was any discount they could give on cancellation fee they said no.
So bottom line - think carefully before you switch to John Lewis. It's been a nightmare for us.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-22
- Location
-
- Location
- Midlands
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
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My first IP was Waitrose, and now John Lewis. I have had excellent service for over eight years. The customer service team and tech support have been brilliantly helpful, and I have no problems to report.
I recommend JL broadband.
- Location
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- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
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John Lewis' reputation must no longer be important to them - quite the most incompetent, ineffectual and dishonest broadband provider I have used so far. I can't rate the broadband speed because even after five engineer visits, it still hasn't been connected yet. Changing to John Lewis in reality means you will be without phone or broadband for an indefinite amount of time (but John Lewis are really sorry, and will get it sorted as soon as possible..........in a couple of weeks)
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-19
- Comments
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I got an agreed order from John Lewis on 8th of May. Just been told they couldnt transfer my number and will start the process from scratch again. I will have to wait another 2 weeks. All very nonchalant.
Asked to speak to manager. Was fobbed off twice.
This doesn't bode well.
So far unimpressed.
- Location
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- Location
- North Wales
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-14
- Comments
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Broadband not working for 12 days so far. The service has been truly appalling. The engineer has failed to attend for the third arranged inspection today. John Lewis request a BT engineer to attend and if this was the only problem I would not be giving a negative review, despite the three missed appointments. However, there have been other issues re long periods waiting on the phone, incorrect info being provided, calls not returned and matters not been followed. I am sick of speaking to this company.
- Location
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- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-06
- Comments
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We have hated dealing with John Lewis Broadband. Foolishly we expected a high level of customer service because we have been used to this in JL stores and thought (after a terrible experience with Virgin) that John Lewis Broadband would at least be reasonable to deal with. BUT we have consistently had obnoxious young men on the end of the phone and the broadband service itself has often been poor. The lack of basic politeness over numerous calls has been quite shocking actually. And they aren't upfront about charges… so we've just been stung for £25 for cancelling the service because we're moving house and not switching to another provider at this address. If you're reading this thinking about using JL, don't! ALthough we have no idea who to switch to since poor service appears to be an industry standard.
- 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.