John Lewis Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for John Lewis Broadband.

Recent Customer Ratings for John Lewis

  • Satisfaction
    2.5 stars
  • Customer Service
    2.8 stars
  • Speed
    2.2 stars
  • Reliability
    2.4 stars

Based on 331 customer ratings since 2020-05-14 (Show all time ratings)

Visit John Lewis Broadband   Read our John Lewis buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

738 Customer Reviews over 19 pages

  • Reviewer
    Location
    Hampshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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)
  • Reviewer
    Location
    Market Harborough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We changed from Sky to John Lewis and we have regretted it since, broadband speed very poor and huge variations in download speeds
  • Reviewer
    Location
    Fordingbridge
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Unreliable connection and bad customer service, no phone call answered in less than 45 minutes, every problem blamed on the user before finally agreeing to let me leave free of charge, then attempted to charge me for leaving!
  • Reviewer
    Location
    Notts
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Warwickshire / London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have been waiting since Dec4 for my JL Broadband to be
    to be moved from Warwickshire to London. It is now February 4.
    First, my request was lost in their computer while zi waited unknowingly,
    Then when a BT engineer came finally- John Lewis don't tell you they don't have their own engineers- the connection couldn't be completed because the exterior cable needs replacing. Which can only be done by BT!
    So both JL Broadband and I have no idea when this will be completed,
    5 6 7 calls to them average wait time 30 minutes. I was informed by one helpful assistant that I would be given a month's free broadband ; but the charges are still
    Being withdrawn from my account!
    As much as I dislike BT's monopoly I am today giving JL the sack and going with BT.
    I am 72 recovering from a major brain injury , the frustration and incompetence of the above has made me ill with stress
  • Reviewer
    Location
    Taunton
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Signed up so I would be able to work from him as soon as I had moved in. Was told I would be called regarding my complaint. Never was. It turns out they didn’t put the order through so lost £££ in buisness. As way of compensation I was offered 2months free internet but still paying line rental (so about £6 off) very annoyed. Internet isn’t even reliable or strong. Wish I could get out of this now but can’t.
  • Reviewer
    Location
    Nottingham
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    If the service is bad, just wait until you try and close your account. Despite a letter confirming I was out of contract, I was billed a cancellation charge. After protesting this was reversed, only for me to be billed again for ongoing service, and their email to me does not accept replies. Told to use their QUERY facility which just goes round in circles. More than glad I'm leaving.
  • Reviewer
    Location
    Cheshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    John Lewis Brodaband has become impossibly bad. I've been with them for many years (initially as Waitrose)
    Now problems with direct debit (no problem at my bank), support don't reply to queries and telephone support always has at least 20 minutes wait.
    Currently I'm transferring my emails to another provider so I can move ISP.
    I would recommend not touching them.
  • Reviewer
    Location
    Sudbury suffolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I've been with John Lewis B/B for over 10 years. There service has seriously deteriorated. I am now without internet and email.I can no longer get into any of my accounts due to an Authentication problem they are having. Two new routers in ladt three weeks. Non of my passwords work. They have changed them twice without my permission. Not notified me of change so again I have no service at all. Open reach called out twice. They say it's being dealt by there fault team and will take sometime to resolve. Apparently many customers are affected including those with greenbee usernames. No one knows what they are doing support is disgraceful I am relieved that I am going over to a new supplier next week. Dont touch them
  • Reviewer
    Location
    Cornwall
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Avoid. Complete and utter expensive waste of time.. 3 months since asking for change to service, Lots of excuses no action. 40 Minute hold today in order to get through a cancellation. For what was promised a ten day changeover means we have been running with our existing supplier for an extra 3 months.
  • Reviewer
    Location
    Ascot
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not bother
    This is the worse broadband I have ever used. It does not work in the morning or evening drop during the day and the Customer service advice is to disconnect and connect again ( which if you wish to use it need to happen 20 times a day) Please AVOID!I wouldn't pay £1.00 for this service
  • Reviewer
    Location
    Hampshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Tried to change from BT. Phone line connected but not broadband due to JLB error. Two weeks after changeover no update received, no router despatched. After 45 minute queue technical support told me that broadband order had been 'cancelled' although my recent bill shows I was charged for it. After a 25 minute queue for customer support was told that it was a JLB admin error that would eventually have sorted itself out (!) yet no emails or calls from JLB to explain/reassure. Another week delay now expected (2-3 weeks without broadband). Wish I'd stayed with BT.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    DO NOT USE THIS PROVIDER - They have scammed us out of over 80 pounds. After 2 months of back and forth (they will blatantly lie to you over the phone, saying they will call you back and then never do - promising an engineer to come out and then saying it was cancelled with no reasoning or notice) we still have no internet. They are extremely deceitful over the phone and will constantly shift the blame to their partner company Openreach in an attempt to get out of ****. I cannot stress enough how painful this experience has been. Avoid like the plague.
  • Reviewer
    Location
    Rugby
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish - avoid. Signed up as John Lewis is a brand with a good reputation. Their broadband is useless and just keeps hanging, response times 20 seconds or more. Tech support and customer service poor too.
  • Reviewer
    Location
    Bonnie Galloway
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Portsmouth
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Technically: Speed more/less as promised - when the connection works. Keeps dropping in and out randomly on different devices AT LEAST 3 times a day for periods of up to three hours. Most of the instances share common feature of "IP address not available/in conflict" or "DNS server not responding" - but there are other faults sometimes (for variety?)
    Customer service: totally non-responsive to dismal. Occasionally have the impression that the person at the other end of line cannot even be bothered to reel out the scripted excuses...
    Overall: waste of effort, time and money - not fit for the purpose!
  • Reviewer
    Location
    Dorset
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not what i expected from a company such as John Lewis, however it very evident when contacting them and being passed to either the technical or provisions dept that you are talking to Plus.Net personnel, especially when they respond " Plus Net, how can I help you".

    They have in only a matter of days screwed up the billing process by billing me false invoices for which i have not received the services or that are included in the package i took. Adding to this the fact that i didn't pay them they have now restricted my service to what appears to be 0.1mb.... Not impressed, having been a customer of Plus.Net too I will most certainly consider not going to either of these suppliers in the future, I just wished i read and paid heed to the reviews previously.

    I am now one dissatisfied customer.
  • Reviewer
    Location
    Lanark
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Awful. It took 6 weeks and many phone calls to get it set up. They said the phone line needed to be reconnected, but this turned out to be true. It didn't seem to work all that well, but at the end of September it started cutting out and off. We wrote to them several times and have also phoned. Their latest reply is to say there is nothing they can do. So we are sending it back pdq.
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely useless. We have been trying for weeks now to sort out the internet and keep going in loops of same inexperienced front line advice with crib sheets and e-mails. Worst decision I ever made to go from BT to John Lewis. Don't waste your money. I don't mind faults... it happens. It is just the dismal customer service. They are ruining their brand because out of principle I will not shop with them again.
  • Reviewer
    Location
    Poyntzpass
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Essex
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Sheikh
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Third rate service. I have a problem but no one seems to know what it is nor how to solve it.
    Customer service keeps me hanging on.
    They only communicate by email.
  • Reviewer
    Location
    winsford cheshire
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    changed 2 homes over and no routers

    bt turned the broadband off, JL SENDING routers but dont know when we will get them how goods that

    email from JL SAYS YOU CAN CONTACT US 24/7 not ture 9-6 pm only

    afriad PLUS NET Is BT WHO ARE THE WORLDS WORST Providers

    i forgot to check the small print where jl said the provider was plus nut . only when you check you find out its BT
  • Reviewer
    Location
    London, Greenwich
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have never received worse service from a broadband provider. Never go with John Lewis again.
  • Reviewer
    Location
    Bayswater
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is a Company that is not remotely interested in Customer Service. They emailed me to inform me that my broadband has been connected. After trying unsuccessfully for over 3 hours to set up my broadband I called John Lewis Support who told me that my Broadband is not yet connected and it will be connected any time before midnight. So I asked why this information was not in their email. The reply was ‘everyone complains about that’! So how difficult would it be for John Lewis to add this information to their email? Very easy, but they simply don’t care!
  • Reviewer
    Location
    Blackpool
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i would not advise to get this wifi brand, the signal strength doesn’t go far and barely connects to any devices. I have a breakdown at least a million times a day because of the WiFi. My 4g works better and if I could I would rate this wifi 0 stars because it is very tragic and i really do not advise you to get it.
  • Reviewer
    Location
    St Albans
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I went with J Lewis as their customer service is normally excellent and they're a great British brand, oh how wrong I was! Speeds were slow then Router stopped working within weeks but they sent a new router quickly so I thought that was it, all would be great from then on. How wrong was I.
    Repeated emails and calls to JL have not helped me with the terrible or non existent internet connections. Constant drop out, speeds of 1.3, pings of 1200 plus. Buffering and unable to watch a film all the way through-ruddy useless service.
    Polite customer service but absolutely useless to me when they can't sort the problem. I have emailed a few times, spoken to various people who all tell me to " plug into the test socket with a wired connection then see what the speeds are". Or, they'll do something on the line to increase speed-it doesn't. One said, "where is the router" I replied " in the kitchen", Ahh i'ts near the microwave that's the problem!! Oh give me strength!! Paying £20 pm for absolute rubbish. Didn't go with them for the low cost but for the JL customer service.

    I'm going to complain to the chairman and tell him to look at these reviews
    Avoid.
  • Reviewer
    Location
    London
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have been with JL Broadband now for just over three months and signed up to this on the basis that it was recommended by Which? as broadband provider of the year. The broadband service itself is provided by PlusNet - customer service is extremely slow (on average a 20 minute to their customer services hotline every time) and the connection speed is awful. My partner works from home and needs fast broadband to upload and download services from the internet. JL Broadband has massively hindered the efficiency of his work and we are having to restart our router every single day due to the fact that the line drops frequently to about 0.26MBPS which is completely unacceptable. I would not recommend this broadband service to anyone and we will most certainly be cancelling our subscription when the contract is over.
  • Reviewer
    Location
    Sp11 8JB
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Half the speed I had with BT which was just over 1.1 mbps. At 0.6mbps we cannot stream a BBC news clip. Well done John Lewis/Plus Net which is owned by BT!
  • Reviewer
    Location
    Reading
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Like so many others I am shocked that a quality brand like John Lewis still put their name to this incredibly poor level of service. The speed is very poor, the accessibility of email is very poor. Overall conclusion, absolutely avoid John Lewis broadband. Again, like others, I am amazed that JL management seem to be unaware of these problems. I would email them, but as you know, it's really difficult to get an email connection.
  • Reviewer
    Location
    Devon
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It appears time travel is possible. Having been with John Lewis for less than a month it appears that I have travelled back to 1989, today the ever loyal call handler suggested that 4Mbps was actually only possible with a wired connection!! If only I had not assumed that all broadband providers were the same, if only I had realised that the John Lewis name does not attach the same quality in all situations, if only I had realised that life is too short to worry about rubbish broadband!! Please think carefully before signing up to this shambolic company!!!
  • Reviewer
    Location
    York
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you rely on your internet for work then don't go with John Lewis. We have had nothing but issues for the 8 months we have been with them. The initial connection was painful with no communication.We frequently have drop outs and the speed despite being on fibre is pitiful. It is affecting our ability to do work at home now.
  • Reviewer
    Location
    Farnborough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Only go with them because of the 'John Lewis' reputation, but I am regretting it now big time!

    My line was meant to go live on 18th August 2017. Phone and broadband got disconnected at 2pm on the day and got email from them stating that it's now live. Both phone and broad were not working. The following day broadband worked (very slow speed almost like dial up), but can't dial out on phone and it has a very loud and weird dial tone.

    I reported the fault to them and stress that my phone is a Life Line so it's important that it's working. The agent was ok and promises that some one will call back later. No one did.

    Fast forward three days later phone rang at about 10.30 am I pick up the phone but the caller cleared down. Almost immediately got an email from them stating that the fault is resolved. I double checked to find that it's not rectified so ring their Technical Support again. Spoke to an agent called Sham who asked for my user name, my full name, address. He still can't find my details, so he asked for my phone number, up came my detail, but he proceeded asking for my bank. Now with most company and certainly their first agent only asked for user name, address and phone number, but Sham wanted my sort code as well. I was not willing to give it to him. He went into a spiel about Data Protection Act and wanted to terminate the call. I repeatedly asking to speak to his Supervisor or manager, he said he can't as I have not pass security. I insisted that he pass me to his manager, he lied that his manger was in a meeting, but I kept on insisting on speak to his manger. He put me on hold and surprisingly his manger was not in a meeting.

    Let this be a warning to anyone who's thinking of taking out a John Lewis broadband and phone package as their reputation is good but their service sucks!!!!
  • Reviewer
    Location
    oxford
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    their 66 mbs avarage broadband gives med 1.5 download and 0.5 upload as a average score of several readings
  • Reviewer
    Location
    Norfolk
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up for Fibre 3 times - each time money taken etc and order all in place. Each time cancelled after JL BB not being able to provide after accepting the order or because they failed to remove my details from their systems. Each time I found out by checking that things weren't happening - they didn't tell me (apart from their error in applying for a direct debit which they intimated was my fault - took my details and took initial payment but DD failed as I'd given them the wrong details which were the same as they used to take money!) The technical helpline seems ok but everything else seems terribly run. Sad that John Lewis is going the way of other retailers. Reminds me of the Building societies changing to banks scenario where profit is now key. The BB scores are because I didn't get any at all.
  • Reviewer
    Location
    Stirling
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    We switched from Talktalk 5 months ago to save £10/month. We can no loger watch BBC iPlayer without it pausing frequently to load. Web pages load slowly. Even listening to internet radio such as via BBC iPlayer radio doesn't work properly. It keeps dropping out. It is supposed to be a minimum guaranteed speed of 3mbps yet I can't even stream radio reliably! Online speed test websites say I'm getting a decent speed but actual usage is terrible. This was never a problem with our previous provider TalkTalk.
    The online help says I have to try a different router. Fantastic! I'll spend my evening configuring my old TalkTalk router and see if that works. Thannks a lot John Lewis broadband. We've paid you £120 so far for dial-up quality internet connection. Complete rip-off and wasted loads of time reloading pages, missing radio and tv programs and now messing around with router configuration like it's 2001.
  • Reviewer
    Location
    scarborough
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Where do I start? Ordered the Fibre Extra 19TH December and paid my deposit. Getting concerned that I had not had a start date or router, so I phoned up on 6th January. JL hadn’t actually ordered the router nor actioned the order itself. Negotiated a months free broadband because of their negligence, given a written start date of the 17th January. On the 16th January again concerned that I had received no router, phoned again. Start date put back to 20th January, no router had been ordered. Customer service manually ordered the router. The 20th January arrives, router was delivered on the previous Wednesday 2 days previously. No phone. Phone finally went live at 2pm. Broadband not activated. After phoning again and explaining that the lights on the router showed that it was not picking up a fibre signal nor connecting to the internet I was told that it could take till midnight and that they would contact me when it was live. They did not contact me at all. Midnight came and went no broadband, lights on router same as before.
    Phoned on 21st explaining I had no broadband. Cannot even access the router homepage. One hour spent with technical support, prompted by me to acknowledge that the router was probably faulty, and that I was not on the package that I contracted for. New router ordered. Transferred to another department, to determine why I was put on a different package and why was I not upgraded to the package I contracted for. Unable to discover why and unable to put me on the package I contracted for. Apparently internal system problem. I was mistakenly put on the basic broadband package and not the fibre package I contracted for. Says by text that they will try again on 23rd January. Now told that they have to order the fibre package from Openreach (could they not have done it when I ordered) and could take 48 hours to process then activate. Apparently my phone number says I cannot get fibre but my address says I can. News to me since I have had fibre with Sky and Talk Talk in the previous 4 years.
    New router arrived 24th January, couldn’t access internet, fibre will still not be activated for another 48 hours. After spending almost 1 hour on phone to tech, finally accessed router settings through ipad in order to input the CORRECT password and username, that were incorrectly applied from JL. Finally on the internet, basic broadband, although I now have to wait to be activated for fibre, for which I have paid for and for which JL failed to order. Broadband in theory went live on 20th January finally accessed basic broadband on 24th January. Absolute shambles of an organisation. I have never had so much trouble from a supplier as I have had with JL. Will stay with them for a year then leave.
  • Reviewer
    Location
    Laughton
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Scrape away the thin veneer of John Lewis and you have BT (which owns PlusNet, which runs JLBB). Awful speed, awful service when I moved. Awful service when I first signed up over a year ago. OK, they are nice on the phone but that does little to hide their incompetence.
  • Reviewer
    Location
    EAST SUSSEX
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    scotland
    Reviewing
    John Lewis Broadband
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    john lewis have cheaped out with the lowest quality router on the market.. i can only get wifi in the room im in,, to add to that i cant use the router to connect to another access point because jown lewis have locked down the router hobbling its features, avoid john lewis and plusnet

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