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.
How John Lewis compares:
Typical Satisfaction
Typical Speed
Typical Service
Typical Reliability
Recent customer ratings for John Lewis
Based on 100785 customer ratings since December 2020September 2012()
Satisfaction
1.35 stars1.63 stars
Customer Service
1.44 stars1.72 stars
Speed
1.76 stars2.04 stars
Reliability
1.76 stars1.97 stars
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Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Service was excellent when it was John Lewis and plus net but as soon as b.t took over the service is shocking takes forever to load Facebook and other sites. If I could I would leave but I'm stuck with them until September or pay to get out of the contract. If you try and upgrade your account you are pushed to join b.t. which price wise is extremely expensive.
Reviewer
Steven Ward
Location
Oakham
Date
01/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Such poor service. Third time I've attempted to close this service and I'm receiving messages about how I must pay them.
John Lewis service is basically plus net. John Lewis broadband is closing down, but they still attempt to make me pay.
Terrible service.
Reviewer
John
Location
Gosport
Date
25/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had great speed and great customer service but as soon as bt took over Plusnet the speed is a joke if you try and update your package via the online part of your account it directs you to sign up for an other contract. I have found better deals with over companies but stuck with them until September. Shame if could cancel my contract without paying an early release fee I would. Avoid at all cost
Reviewer
Chris D
Location
Andover
Date
14/12/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Generally satisfied with the broadband until I came to move house. I had still a year of my contact to go so accepted that I had to pay over £100 severance fee After some confusion as to whether I had paid this or not, I received a text threatening me with with the bailiffs if I didn't pay up. I tried to discuss further with JL but they said it was in the bailiffs hands. The latter said no. Eventually I was told i had to pay an extra £25 to the finance company. I have wanted to pay the bill from the start. So JL have not acted well.
Reviewer
Jenny T
Location
High Wycombe
Date
01/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Had a waitrose account for years and then they announced closing service so transferred to plus net.
No mention that the email address would immediately no longer be accessible. How can they make you ditch a 20 year old email address overnight?
Absolutely in o prehensile!
Reviewer
Gisella Milligan
Location
South Queensferry
Date
27/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay up front for John lewis broadband and was selling my house so didn't want to commit to an 18 month package as I was moving in 6 months. The monthly price more than doubled! I checked online and I am paying £46 odds online in advance and don't use the house phone at all so won't incur any charges. I'm leaving the house on 28th November and called to tell them but the guy kept insisting I paid in arrears (check your own website mate!) And that another £46 would come out of my account on 5th December. Essentially they are lying and stealing £46 from me as I'm paid up in full for November! My new house certainly won't be using John lewis or plusnet!
Reviewer
Mr Scorpio
Location
West Ewell
Date
16/10/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Personally, the internet service is i receive from JL Excellent.
I have an antiquated old telegraph pole POTs line to my house. I left sky because it was like dealing with a monolithic brick wall. Download speed with them was a miserable 20-25mbps at best with upload at a pathetic 9mbps. There were acknowledged noise issues on the line, that Sky seemed incapable or refused to get openreach in to fix. Then they wanted to double the price to nearly 50 quid! at contract expiry. So i left. JL (piggybacking off of Plusnet) were £28 per month. The installation went well. I also reported the line issues to them, & they immediately OWNED the problem, got Openreach out, whereby THREE faults were found on my line and repaired. Low and behold, my Download speed is now a consistent 55-56Mbps! & my Upload speed is now a consistent 16Mbps! This is about as good as it can get on an old twisted pair POTs phone line! Well Done John Lewis!. The connection is stable and consistent!
Reviewer
Siobhan
Location
Norfolk
Date
14/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
Hazel
Location
Swadlincote
Date
01/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Reported to ombudsman. Signed contract they mysteriously lost it had to sign another June 2021 for 18 months for£19 a month mysteriously lost that complained last month as charging what they want last month was £24 this month £33.32 hardly used it . Rip of Merchant customer services useless told me to go elsewhere .
Reviewer
REVW
Location
Orpington
Date
08/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
SR
Location
Bristol
Date
22/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish i has seen the reviews . How can John Lewis trash their brand with this service. Customer Service is appalling , nothing works not even the website
Still within 14 days - think i will cancel
Reviewer
Richard nash
Location
Glanvilles Wootton
Date
25/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Waiting 4 weeks for reconnection. Eventually discovered unable to offer digital phone. Absolutely useless. Plusnet no better. Neither should be allowed to continue with appalling customer service. Take my advice DO NOT USE
Reviewer
Jane
Location
Devon
Date
08/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
stuck with John Lewis for a year ,low speed, website that jitters so can never read bills fully, changed to new provider at end of year informed John Lewis .JL then sent email to tell me they had stopped my transfer to different provider, rang them to ask why as they had no right to do this ,put me on hold for ages, dismissive unhelpful before admitting mistake.
Reviewer
KKY
Location
UK
Date
02/07/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
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..
Reviewer
JCD
Location
Edinburgh
Date
02/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
srp198
Location
West Sussex
Date
16/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 6 months of intermittent drops in service I changed to BT full fibre. John Lewis continued to debit my account, including one payment taken even after I informed them what was going on. Then they had the damn cheek to tell me I have to wait for 20 days for a refund of MY money which they had taken WITHOUT authorisation. When I told them they had 24 hours to send me a refund they stonewalled me. Do not ever choose this bunch of amateurs for anything. Appalling behaviour.
Reviewer
Lin
Location
London
Date
09/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
always say unfortunately unfortunately, never use the brain to sort out the problem.any one want to sign in the contract for this company then you ready to listen to the word:unfortunately if one day you need help sort out the problem.
Be careful!
Reviewer
Daniel
Location
Billingshurst
Date
04/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
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
Reviewer
David Brown
Location
London NW8
Date
25/05/2022
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Overpriced compared to competitors. Failed to supply minimum guaranteed speed. Do not use this service.
Reviewer
Chris
Location
Manchester
Date
19/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
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.
Reviewer
Dave
Location
Chorley
Date
05/05/2022
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Ordered John Lewis broadband, received package but broadband was not on. I rang up and they said it may take upto a week. I was abit disappointed and read all the bad reviews on here but was surprised the broadband came on a few days later. Its faster and more reliable than now broadband. I think if you have had bt broadband before John lewis broadband will work aswell. Have given 4 stars all round.
Reviewer
yann salaun
Location
Aylesbury
Date
02/05/2022
Ratings
Satisfaction
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I cancelled my broadband because I was moving house, they informed me that I could send an email to give them the date and it would be cancelled or I could do it online. At the time I could get online as it seemed to be down. So I sent emails to tell them which day I was moving house. Since then they have harassed me with several demands for £72 which I do not owe and they insist I do. I can prove I moved house as I have travel details abroad and it shows I didn't even live in the house at the time of the invoice. However, it is impossible to contact and 0800 number from Europe and they do not respond to my emails and simply just keep sending the same demand. I have contacted their complaints and await a response. I would stay away from them, this is not John Lewis at it's best it is a cheap unworthy internet service provider that sends out knee-jerk money demands with no sense of customers being real people, just money machines.
Reviewer
Kv
Location
Wales
Date
21/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst decision ever to go with John Lewis as a provider. We are trapped in a contract for pretty non existent service. I’ve spent a fortune on mobile data as I have to hotspot to my phone for the slightest thing. I wish John Lewis would send themselves off to space on a one way rocket trip. DO NOT SIGN UP WITH THEM
Reviewer
W
Location
Staffordshire
Date
05/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID JOHN LEWIS BROADBAND AT ALL COST - ITS PLUSNET masquerading as a reputable company. They say 24hrs to switch, Ive been waiting 2 months!!! they still cant give me a date when Ill be connected. JUST AVOID, customer support are just moth pieces, all talk no action, they're clueless. Absolute shambles!!! IF I COULD GIVE ZERO STARS I WOULD
Reviewer
Kat Brown
Location
Penrith
Date
28/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would have given 5 stars for reliability of the consistency of the poor broadband speed and exceptionally poor customer service. Assistant after assistant tries (I suspect the system is the problem rather than the people) to do something and the easy option seems to be to bump it to the next billing date/openreach engineer visit and hope they can squeeze another month's payment out in the meantime. It is extraordinarilyl bad - I don't do reviews but am at my wit's end now and in the absence of any resolution from them over 5 months - I just need to share to release the frustration of being stuck with them not providing a minimum guaranteed speed at all (OR will agree but to JLB black is white). It is baffling. One thing that can be said though, is that they thoroughly deserve the accolade of being the joint worst provider in Which? 's current broadband services. Really do believe the poor reviews - ordinarily I might say decide for yourself, but this time - spare yourself the hassle.
Reviewer
Mambo
Location
Slough
Date
24/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away don't even bother from the first day I had the broadband never worked I had two engineers who said to me it won't work.After many weeks of trying I have given up ,the speed is absolutely Awefull, stay away from this
Reviewer
Kermit
Location
Durham
Date
19/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Comments:
I signed up for broadband on 10th March 2022. Late evening of 10th March I got a text saying there was a problem to contact you lines were closed so I had to wait until the next day. I was made to believe the matter was resolved until Wednesday 16th March when I got another message to say there was yet another problem. I again had to telephone where I was told my land line was a different sort to what JohnLewis use so my order had been cancelled and upon calling a new order was placed. Then today 19th March a further message relating to yet another problem… this isn’t looking good lines are not open on a weekend so I now have to wait until Monday to try and resolve the issue. It should be three strikes but we will see. When my service should be going live from signing up it is looking like the order keeps being cancelled and resigned from JohnLewis side. it is just constant delay and hassle I could do without.
Reviewer
MRS S ROLPH
Location
BN237EY
Date
07/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
SADLY ,AFTER JUST 2HOURS PROBLEMS WITH PASSWORD TOLD EMAIL .HOW COULD I. PHONE SERVICE 45 MINUTES OVER 3 TIMES CANCELLED ORDER. NEW CUSTOMER.BAD INTRODUCTION.
Reviewer
nannykaz
Location
Hampshire
Date
23/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Customer service all full of BS.
Reviewer
Moira
Location
Cornwall
Date
02/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not bother! As other reviewers have mentioned the speed is absolutely awful, despite several calls and weeks of trying to get this resolved I have now given up. This is giving John Lewis itself a bad name
Reviewer
eillie
Location
london
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I can only rate customer service and my overall dissatisfaction as John Lewis failed to deliver broadband service. I am a John Lewis fan but their broadband association significantly undermines their brand (as does their home insurance). Customer service was appalling and confusing as John Lewis and Plusnet do not seem to communicate with each other. They cancelled my order, promised a refund which I had to chase a month later, then sent me two cheques (only cashed one).
Reviewer
Rich
Location
Cornwall
Date
25/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
You do not get the service you pay for and they are not interested in helping put it right. Our home is capable of getting wifi throughout the whole house, unfortunately john Lewis only provided for our living room and even then the speed was so poor.
I can't emphasize enough, save yourself the headache and the cash, go elsewhere for your wifi. They just don't provide it and the customer service is shockingly bad and they blatantly lie to you. I wish I could give 0 stars.
Reviewer
James Ressel
Location
London
Date
20/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Initially when I took on this supplier all was well - the speed was acceptable and service reliable. However in the last 2-3 months the company has disappeared and does not reply. Instead it has instead doubled its charges well outside the acceptable levels. The service remains the same. If you need good reliable service at reasonable price the avoid this provider. It is not even operated by John Lewis but masquerades as John Lewis.
Reviewer
James mellitas
Location
London
Date
18/12/2021
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
If there’s one thin I hate it is people that don’t care when you are or,I feel hard Tom make money and paying for a service. John Lewis is an typical example of customer service that simply don’t care about their customers. It’s a shame because John Lewis scores as one of the highest in my book when it comes to providing thee best service in the retail sector. In the broadband area I can only assume they have dreadful management. Bad management always results in poor service from star.
I logged this ticket because my broadband connection kept dropping. I’ve not had a single response back. It’s now under 2Mbs so I might as well go back to the days of using modems. Even worse is they expect me to put up with this and pay fibre connectivity rates.
This is poor service at a new level and John Lewis should get out of this sector and quickly. I realise it’s down to Open Reach and there’re generally useless but an update would have been nice.
John Lewis use Plusnet for the infrastructure.
I will be moving to another provider when my contract expires. Shame on you John Lewis. I was expecting so much more
Reviewer
Tracey Salter
Location
Seaton
Date
04/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Over charged and unable to rectify for months, what a load of cr*p. I would steer clear of these cowboys
Reviewer
colette
Location
east sussex
Date
04/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
TOTAL SHAMBLES !!! not a clue what they are doing stick to food and homeware
Reviewer
Anne Harriss
Location
London
Date
23/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
This review relates to my sjohnlewis (waitrose) email account. it used to be excellent - now total waste of time. Totally unimpressed. From reviews here and on Trustpilot it appears that I am not alone.I would not want to even award 1 star
Reviewer
PeterWilliams
Location
Knebworth, Hertfordshire
Date
16/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I tried signing up just over a year ago and the whole process was a real mess. They transfered only the line but not the broadband. I ended up cancelling and transferring everything back to my original broadband suplier. Keep away.
Reviewer
Laurence Jennings
Location
Windlesham
Date
12/11/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have been with John Lewis Broadband for some 10 years. I have been a very loyal JL customer generally but I have come to the conclusion that they are sullying their brand by continuing with this substandard service. The speed and reliability is nothing special but tolerable, but the Email service leaves much to be desired. The John Lewis name in the address means that many outgoing mails end up in people's Spam folders, this in a way is not JL's fault but with increasing security it is understandable and would be dealt with by changing the domain name. Recently thanks to the incompetence of Plusnetthere habe been several outages and delays in mail, the last straw being in the last few days- we are now on the 3rd day of a complete breakdown in the service. Many Emails appear to have been lost and all in all I am resigned to having to stop using my JL address completely. As soon as possible I will kick JL Broadband into touch and move to another ISP.
Reviewer
TB
Location
Letchworth
Date
12/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling. Have now been two days with no mail. Managed to get some this morning but no attachments downloaded. Changing to gmail. Don’t touch this with a barge pole.
Reviewer
John
Location
Hampshire
Date
10/11/2021
Comments:
My overall satisfaction is zero. I have lost count of the number of calls I have made to them over the last few months - but nothing improves. Some days I get no emails at all and the next day everything arrives together. Enough is enough and I have got a new email address and am in the process of informing all my contacts of the change.
Reviewer
David Kemp
Location
Orkney
Date
08/11/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
For some time now I've not been able to access my account online. I was told that it was a software fault and that they are trying to fix it, but didn't know when access to my account would be available. Not good enough!
Reviewer
Patrick Jeffery
Location
Devon
Date
29/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service. Helpline absolutely no help. I have spent day after day with no connection. Plusnet (who I believe are a BT subsidiary) run this shambles. Unable to give less than 1 star. They deserve no rating.
Reviewer
Connie
Location
Whitby
Date
27/10/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Only had John Lewis broadband for short time but saved over £20 a month moving from BT. Easiest setup ever just plugged in and ready to go. Same broadband speed as BT, we are in a near dead zone and they have matched BT’s 11mbps. Just waiting to receive my £45 voucher. All in all, so far so good.
Reviewer
Tony miller
Location
Scarborough
Date
27/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely useless. Moved on 6th October, booked 7th 1pm to 6pm turned up 7.20 at night too dark to go up pole. Booked 15th canceled, booked 25th, engineer turns up on door with no appointment or contact on 19th head trouble shooter fixes it. Works for 4 days they turn it of as no record of it being fixed ffs! Make new appointment for 8th of November! We have no mobile signal, cannot apply for jobs, ring family nothing. Over a month with no phone and broadband and still might cancel the 8th! Call center are no help what so ever. Gonna try and cancel go with 1p mobile only 20 quid a month cannot be any worse.
Reviewer
CHARLIE
Location
MONMOUTH
Date
26/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give no stars if I could totally useless 1MB at best
Reviewer
Jamie W
Location
Hove
Date
24/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Didn't bother to tell me they had failed to book an engineer until I phoned on the day of the appointment. Failed to book me a new one within a reasonable timeframe so was without internet for 2 weeks upon moving house. Offered no apology or incentive when I stated I wanted to take my business elsewhere.
Reviewer
Rosie M
Location
Lincoln
Date
14/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Easily the worst broadband service I’ve ever used. I signed up in May 2019, and was left without broadband for a month. When I was finally able to talk to an engineer, I was told ‘someone forgot to flip the switch’ and wasn’t given an apology or a refund of that month. Then, out of the single year I was with them, I was repeatedly overcharged for their faster service, despite never having signed up for that. I had to ring up multiple times to get my money back, and was told everything from it was a system error to that my line wouldn’t operate on a lower bandwidth. When I finally was able to change in 2020, I moved to another provider at the beginning of the month. John Lewis still charged me for the full months service and said I would be refunded the difference.
As of October 2021, I have not received a penny from them. They are scam artists, pure and simple. I would never use their service, or their parent company Plusnet, ever again.
Reviewer
tony hanson
Location
exmouth
Date
04/10/2021
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
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 !!
Reviewer
Andre
Location
Edinburgh
Date
17/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Amber Jordan
Location
Northern Ireland
Date
07/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It isn't even possible to rate John Lewis as low as what I feel fit currently, because I never actually received any broadband. Virtually NOTHING. Activation was to go live the day I was due to move into my new place, router arrived and never activated. Rang to discuss, they said there was an issue with the supplier and told me to try again tomorrow as it could still go live up until 12am. Delayed my move, cost me more money. Next day still not working. My overall move in delay was over 2 weeks. I had no 4G in the property which meant I 1) couldn't move in, 2) work from home. This cost me copious amounts of money including over £400 in rent of a property I couldn't even move in to. Whilst paying them for a service they couldn't even provide me!! The excuse was the order was "stuck". Same excuse from every person I spoke to, nobody could do anything. I cancelled order after 2 weeks totally furious. They cheekily didn't refund me the full amount owed either. Nor did they once offer me compensation for the massive inconvenience they caused me. Not only did this cost me financially, and using up my annual leave with work, it also caused me copious amounts of stress spending hours upon hours chasing for a truthful answer everyday, and driving to the property to keep checking. I would NEVER EVER use John Lewis again for any service after this. They have absolutely no control with their suppliers and their protocol now ensures it's almost impossible to get anything resolved through their many departments and data protection. I'd strongly emphasise avoiding, especially if Northern Ireland customer like myself where this will be set up through Openreach. Both companies are an absolute shambles trying to provide this service!
Reviewer
ME Rist
Location
Milton Keynes
Date
06/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Internet connection failed for almost 24hrs, customer service stated that my account had been disconnected, no explanation why. Only solution offered was to buy another package. Very worrying as elderly and vulnerable. Miraculously connection regained next day.
Reviewer
Philip Kirwin
Location
Stockport
Date
02/09/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The broadband itself is good (provides by plusnet) However, after a problem over payment, I was just dumped by the service team. All the promises and assurances went out of the window, and it was a case of ‘computer says no!’ They just would not help, and couldn’t be bothered.
Reviewer
Pam
Location
Norfolk
Date
20/08/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Neighbour brought down my overhead phone line while cutting back a tree that was fouling it. Reported it to the helpline at 12.10, call was answered within a few seconds and the line was back up by 15.30.
Can't really ask for more.
Although I live in a rural area my standard broadband delivers a pretty consistent 15Mbps.
Reviewer
William Glaister
Location
HEREFORD
Date
19/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
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.
Reviewer
Tamara
Location
Dorset
Date
11/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
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!!
Reviewer
Saxman29
Location
Rhyl
Date
11/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to sign up to John Lewis never happened, I only found out we weren't going to be connected when I called about another problem, despite a customer service representative trying to help nothing happened.
They blamed previous provider who I phoned countless times who told me my leaving date John Lewis said it was then down to BT open reach after 3 days of phoning and countless emails I got fed up and cancelled the order.
After reading the reviews I'm glad I did don't bother waste of time
Reviewer
abejoije
Location
UK
Date
06/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful broadband service. Dysfunctional WIFI speed, to the point i now have to revert to mobile hotspot for any connection at all.
Reviewer
S Taylor
Location
Cornwall
Date
09/07/2021
Ratings
Satisfaction
1.00 stars
Comments:
Due to a change in contract, I moved my service provider from John Lewis to another provider. John Lewis were kept informed at every stage. A customer service assistant advised I was due a refund. 2 weeks later I received an email stating my account was in debt.I rang John Lewis, paid the account and was advised I would get a refund in due course. I received an email to confirm payment. A week later, email received advising I still had an outstanding payment.After numerous calls they confirmed their error and agreed I was due a refund.A week later I have been contacted by a debt collection agency........ We are on the process of getting a mortgage and this has impacted every. please DO NOT use this company!!
Reviewer
Bob
Location
London
Date
06/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were moving home so phoned JLB (Plusnet) to cancel my broadband but wanted to keep email account. Plusnet assured me this was possible. However when our broadband contract finished our email account was destroyed! All our emails are permanently lost. I would never use JLB or Plusnet ever again. Their customer service is appalling. If you are a JLB customer BEWARE … backup your emails.
Reviewer
Chris
Location
Leicestershire
Date
22/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I was off contract with John Lewis Broadband for about 3 years when out of the blue they contacted me to get me back on contract now now now, telling me to stick with my current speeds as fibre broadband was not available in my area. As I found out a month later, it had just become available, just not via John Lewis. Cue early termination charge I had to pay so I could get fibre to the property. Gangster like behaviour from John Lewis!
Reviewer
Ann Bell
Location
Northumberland
Date
09/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only give it 1 star as I couldn’t give any less. Moved house and had to change supplier to get fast broadband, what a joke. Telephone line connected immediately which is required for internet connection. Almost 3 weeks have passed with various messages being sent back and forwards and I am still waiting. After a stressful house move this is not acceptable. I have used John Lewis services for years and had excellent customer service, what has happened! Will change as soon as I can.
Reviewer
Martin
Location
Ashill, Thetford
Date
04/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Dire. Never achieved advertised speeds despite an hour jumping through many hops with rechnical support. Then accused me of not helping! No cost reduction offered - instead a far slower service!
Took a while to acknowledge my cancellation and still billed after leaving - threatening debt collection agencies.
How the good name of John Lewis can be associated with this is beyond me!
AVOID AT ALL COSTS!!
Reviewer
diane gillespie
Location
liverpool
Date
01/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
shocking service . Broadband dire, and after changing they cut my phone line and internet straight away , althoughthey sent letter stating a cut off date(which never happened) customer service said " cant do much i,m afriad" AVOID AT ALL COSTS
Reviewer
Katalin Molnar
Location
High Wycombe
Date
31/05/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The customer service of JLB is a disgrace.
I called them 2 months in advance to move my broadband to my new apartment and they keep delaying my order and not telling me if they can install the broadband in time or not. They don't give customers straight answers about any queries just say sorry for the delay.
I thought if I call them in advance that will help to make sure that I won't stay without internet after moving but it seems like they are not capable of providing a good customer service.
Reviewer
Paris
Location
Norwich
Date
27/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was locked out of my waitrose e-mail and no-one was able to help. I run a B and B and lost customers .
They are HOPELESS don't use them or John Lewis
I have had a truly terrible time.
Reviewer
Nick Tarby
Location
Brighton
Date
19/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid! Unable to answer any questions, waiting on BT constantly for answers! John Lewis is plusnet who use bt! Just use BT, so much easier.
Reviewer
Ben
Location
Bath
Date
16/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid. Avoid. Avoid. Firstly, they messed up processing my order which meant I incurred increased charges from my old provider. Secondly, they never actually flipped my broadband 'on' when they were supposed to. Now it seems that they can't even disconnect my service after I moved to a new supplier because they put their prices up. An utter shambles from the beginning to the... well I was going to say 'end', but apparently they still think they're providing my broadband.
Reviewer
Jon
Location
Oxfordshire
Date
15/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never got the speed which is shown as the minimum. When they send someone out to look at issues no one ever seems to come. The customer services are closed more than they are open despite a 24/7 service stated on support pages.
Just go somewhere else!
Reviewer
Davina
Location
London
Date
14/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking. So disappointed. Thought it being a John Lewis product we would get a great service, quite the opposite. Never had such a terrible experience. Signed with Talk Talk and they were efficient and cheaper!
Reviewer
Nic
Location
Central Scotland
Date
10/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
taken money, no broadband and impossible to get money back! absolutely appalling. they got all my details wrong despite many repetitions(other than my card details funnily enough) took money out of my account, no communication from them as they took down wrong email , name etc....... ??? essentially stole £29 of my money , i cancelled when they were unable to fix my name, email etc on the account. they also promised switch over would happen on weekend then this wasn't possible( they just said what we wanted to hear so they could get a sale) don't be fooled by the British call centres since the people do not want to help and are very difficult to communicate with! I have made 10 phone calls over the last 2 weeks in an attempt to get through to someone with a brain cell who can help me. i'm polite on the phone to them but it is really frustrating they come up with all sorts of excuses as to why they can't refund (no access to a system until after 5 pm? they can only refund with a cheque but need authorized by a very senior person who is never available) Many of the call centre staff do not have a good grasp of english and have no desire to help customers. they'll promise a call back from a manager but then they never call back... one manager did call eventually but said he couldn't access the system and promised to call back .... i doubt i'll get my money back - ive heard some people have to wait weeks. thiefs. if a person walked into John lewis and shoplifted they'd get done. Why is it ok to nick people's money John scammy lewis?
Reviewer
M Brook
Location
Leeds
Date
27/04/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Until last Monday I would have scored 3 or 4 stars for most categories, but since then our speed has dwindled to nearly nothing for no apparent reason. Several calls to the helpline have not offered any hope of improvement, the answer seems to be "do not ring us again for 2-3 days until it settles down"... We have reached the end of this particular road and just signed up with BT. Disappointed/disgusted.
Reviewer
Stewart Wells
Location
west Sussex
Date
20/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Very Poor Cancelled Contact but keep taking payments & demands via email
stressful
Reviewer
Len Davis
Location
Ramsgate
Date
15/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I changed to John Lewis on 7 April. No broadband after 4 days, so I cancelled the contract. I was told this will cost me £80 cancellation fee.
Reviewer
Alisa
Location
Hertfordshire
Date
25/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please avoid. Drops out continually. Appalling customer service including being given the wrong information. No parental controls.
Reviewer
Noddy
Location
Maidstone
Date
11/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
What an absolute garbage company to deal with.
Appaling customer service.
DONT think by going to these clowns you are getting a decent service... been waiting months for a refund, and they dont know where it is!
Reviewer
MM
Location
London
Date
02/03/2021
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Generally fine. However, I've just discovered I've been on maximum rate for a year and they have only just told me. I am extremely disappointed as I only chose John Lewis in the evidently misplaced hope, that they would treat their customers fairly.
Reviewer
JJ
Location
Morecambe
Date
17/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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!
Reviewer
alex c
Location
north yorkshire
Date
08/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constant daily dropouts, customer service take the politicians approach to answering questions. Watch out for the calls included phone service Over £120 for a 15 minute premium / mobile call
Reviewer
Laurey Rankin
Location
Potters Bar
Date
02/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful, awful, awful. 8 days without broadband, no one is escalating the process. Ive had to buy data from my mobile phone provider in order to keep working. Keep being told it's external fault so out of their control when an engineer will go out.No one answers my online updates. An hour a day on the phone, not spoken to the same person twice. I only gave one star because I couldn't give zero. They literally do not care. I have been told for the past 3 days someone would update me by 6pm. Not one phone call or email.
Reviewer
Richard Sidgwick
Location
Herefordshire SY70EF
Date
31/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow broadband, impossible to get hold of. Unhelpful service staff. Currently have an upload speed of 0.00 mpbs and they tell me it will take 3 days for the line to sort itself out. My download speed must drop below 0.4mbps before they will do anything. This is 2021 ridiculous AVOID AT ALL COSTS.
Reviewer
James
Location
Date
26/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful!!!! Awful awful. Had the contract 2 months. Have not had speeds of over 0.9mpbs yet!!
AVOID AT ALL COSTS
Trust me. 1 star is too high
Absolutely sick and tired of spending an hour on hold trying to get them to sort it
Reviewer
Rita Barnett
Location
Birmingham
Date
22/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely awful customer service. My phone line has had problems previously and for the last 5 days I have been unable to contact tech guys regarding same problem . Been left holding on answering service for about 14 hours over the las 4 days. Vunerable 84year old living here who is shielding and the use of a reliable phone is essential. Won’t be renewing my contract and would not recommend company to anyone.
Reviewer
Rebecca Hopes
Location
Bristol
Date
15/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Changed over to JL broadband yesterday and unable to get connected, customer service told me an engineer would ring in 72 hours! I need to work from home and obviously I can’t use a cafe. 25 minute wait to get through to an advisor. Massively regret making the switch
Reviewer
William anderson
Location
Grenock
Date
14/01/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Horrid customer service. You are on hold for so long waiting for them to answer. Message says they are experiencing high call volumes. Well employ more call handlers.
My advice? Just switch and bugger them
Reviewer
An
Location
Ascot
Date
29/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Michael Bills
Location
United Kingdom
Date
29/12/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
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.
Reviewer
Susan
Location
Blackpool
Date
28/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since receiving my awful John Lewis wifi I have had the worst signal, the worst connection and overall the absolute worst time. I would rather not own a phone than deal with the stress this WiFi gives me. I would never wish this on my worst enemy, that’s how bad it is. Me and my three kids have not been able to watch the new croods movie which is devastating to the family. I hope whoever created this wifi is having a great time lavishing in our wasted money, period
Reviewer
Lz
Location
Blackpool
Date
28/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Louise
Location
Sheffield
Date
23/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please avoid John Lewis broadband I switched from Plusnet not realising John Lewis is Plusnet. Should have switched providers within 24 hours but ended up having no internet for 13 days John Lewis did not contact me to update me. They came up with different reasons why the account did not go ahead so I decided to cancel and go with a more professional provider AVOID!!!!
Reviewer
Ann stephenson
Location
Chester
Date
23/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
All i want to do is pay my bill but web site is constantly broken they dont take card payments over the phone and if im late with my payment they charge me !!!!!!
Reviewer
Adrian Sellers
Location
Cornwall
Date
21/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Within a week of being connected with John Lewis Broadband, the connection started dropping out randomly. This is a particular problem as we are a household of NHS workers and rely on home broadband when working from home to try and reduce the risks of catching Covid from hospital workplaces. The intermittent internet dropout is interfering with our patient care.
I rang John Lewis technical support the first day of the problem. I waited 25 minutes to get through and after a few minutes on the phone they cut me off. No attempt to call me back so I had to call again waiting 25 minutes again. The second call operative sounded disinterested and said their systems were down so he couldn't test my broadband connection so he would have to get someone to call me back. That was 8 days ago and I've had no contact from any John Lewis worker since. On a couple of occasions I've waited half an hour to get through but was still on hold so had to put down the phone as I couldn't wait any longer. When I first rang them they sent me emails saying I can respond through their website by leaving query messages. I've left a query message every day since, and they've not responded to any of them. Their website says they respond to messages within 24 hours. This is a lie.
Their website says that you can get through to them on 08000223300 24 hours a day, 7 days a week. This is also a lie. I've tried to get through this evening and tried all 5 options on their automated menu system and they all say they're closed. You cannot get to speak to anyone.
On their website it says you can use their online 'contact us' to submit a complaint. This is also a lie. Trying to log in on that website comes up with an error message saying "This page isn't working because portal.johnlewisbroadband.com redirected you too many times". I've tried on two tablets, my wife's phone and my phone, all of which come up with the same error message. Now the online query system has also stopped working so I can't send them any more messages.
So after two weeks of being treated like dirt by this company, who are making themselves as hard as possible to contact, I would say avoid John Lewis Broadband like the plague. I wish I had never switched to them.
Reviewer
Phil
Location
Eastleigh
Date
21/12/2020
Ratings
Reliability
2.00 stars
Comments:
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.
Reviewer
AdyB
Location
West Yorkshire
Date
18/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where do I start. In early Nov 2020 I decided to switch to John Lewis broadband. I chose to keep my current number. I got a few automated emails saying that it was getting ready etc.
I then got an email saying there had been an issue sending my router out (which I had just recieved in the post!). Didnt think much of it.
I got a switch date of 16th Nov from my old broadband provider, that sounded good to me.
The 16th came and went. my old broadband was still working so I just thought id wait it out assuming they were busy.
I opened an online support ticket, but got completely ignored.
Then on 10th Dec, my phone number suddenly changed and my broadband went off. So I called John Lewis who were apologetic and said it had now moved over to them so they would activate my broadband.
Nothing happened, nothing worked! New router all set up, but no internet.
I tried calling support, on the phone over an hour waiting for somebody to answer. Nothing!
I started their online trouble shooter, which eventually said they would look in to it but if I needed an engineer, it could cost me etc.
Nothing happened, online ticket still being ignored even after I added a couple more comments to it.
Finally on 22nd Dec I called up and got through. Told them I`d had enough and just to cancel it. The woman on the phone wasnt too bothered, finally got it all cancelled and I`m hopefully rid of this horrible service. (or non service)
Reviewer
P
Location
Andover
Date
16/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's a very frustrating situation, my list of problems seem to be growing (rather than being resolved) and the implication is that perhaps they hope most of their disgruntled customers will give up.
As at 15/12/20 I still haven't had my money back despite a promise it would be "immediately" refunded.
John Lewis Broadband is actually PLUSNET. I have found it to be a terrible service.
The PLUSNET (aka JL Broadband) team seem paralysed by internal chaos, slow management reaction times, denial and an overwhealming lack of service ethos.
Customer services are almost impossible to contact, they assume you are the problem and deny that "you" the customer could have struggled trying to contact them.
I cannot comment on their broadband speeds or router performance because after switching to them, then waiting over a month getting nowhere, I was eventually forced cancelled the service.
When I finally got through and raised my issues by phone. The service rep only wrote that I wanted to cancel the service but did not make any note of 'why' or record my complaint.
I then wrote back with several issues spelt out in a simple numerical list of points. Amazingly the next service representative wrote back, starting with an illiterate paragraph that made absolutely no sense, then they asked me to write explaining what the issues were - clearly not having read my bullet point complaint letter.
I received a further letter saying my case is being looked at. It implied it was impossible not to be able to reach customer services... Problems were due to Covid.... I should have continued waiting/I should have been in touch earlier... i.e. I should understand their problems...!
So in summary, please don't waste your time on JL Broadband or PLUSNET. Read the other complaints, we're all fundamentally saying the same thing; If they don't record the complaints then the stats don't reflect the problems.
NB. John Lewis Partnership please disassociate yourself from PLUSNET. They are wrecking your reputation.
Reviewer
Craig
Location
Hastings
Date
15/12/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I do like john lewis broadband I have the fiber broadband package , i have seen so much negative reviews its not funny,
So I decided to leave a modest review
First of all when my package started with john lewis broadband the contacted me via text kept me informed when my server has gone live, payed my bills no problem , the connection is ultra reliable and a good speed for gaming , minimal jitter and lag,
However just today Billing information had got muddled, When they direct debit your account it doesnt say John Lewis Broaband it says john-(whatever)
Which made me worry , But they have a good team and resolving the issue within 48 hours , So far at the moment I am very happy with John lewis broadband, they just need to fix there billing system so when direct debited it does say JOHN LEWIS BROADBAND (accno) and then would be no problem
Reviewer
Rob Tyers
Location
Cornwall
Date
15/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 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
Jason
Location
Chester
Date
15/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the first Tim that I have completed a review and especially a negative one at that, however, I feel strongly that I should share my experience so others can be aware of the awful company that is John Lewis.
Firstly I joined John Lewis as I needed a faster broadband for all the zoom calls that I needed to make and believed all the hype on their website, however, as soon as I was activated the connection was awful and continually dropping out, I couldn't even download a movie on Sky TV. I contacted on a number of occasions and was continuously told many days after my complaint that my line speed was fine. But it wasn't!!!!
The there was the issue of my introduction offer, which I never received and following many many attempts to contact to chase up, just gave up in the end :-(
Then as a last ditch, failing to resolve my line speed or even get an acknowledgement of my issue I cancelled my contact (and got charged £111 for the privilege of having very poor to no service) and moved to BT internet.
Since moving it has been trouble free and super fast speed.
My advise is to avoid John Lewis.
A very unhappy customer
Reviewer
Tom Fryer
Location
Broseley
Date
15/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paid for DSL broadband was supposed to have been activated yesterday, but is still switched off. No explanation given for the delay. Contacted support, and waited for over 30 minutes, before giving up. Their online email support form appears to have been disabled, so you can't even contact them this way.
The sales people are the only ones who answer their phones, and the one I spoke to ACTUALLY ADMITTED they deliberately disabled their email support. AVOID AVOID AVOID.
Reviewer
alexis
Location
edinburgh
Date
11/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Mark
Location
Liverpool
Date
10/12/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I have never experience so many issues with a product in my life. 6-8 weeks to get the line installed, 4/5 engineer visits due to technical problems. A year later the service cuts out, engineer called, issue resolved. Was then overbilled £70 when moving house. Customer service are helpful, but way too many service issues.
Reviewer
Helen B
Location
Ilkeston, Derbys
Date
08/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Funnily enough they state when reporting a ‘tech issue’ that they will respond within 24 hours - the ONLY response I have had at all relating to my 5 + emails about the disastrous service was when I gave in and said I was transferring to another supplier. The new supplier prompted an automated email - they had been contacted and I had a severance payment to make. 3 Days later a tech email came through.
I was with Plusnet before and would go back as this JL filtered broadband is THE worst service and supply I have ever known. If only I could get through to question the final bill and atrocious service - but they have beaten me into submission. Anything to get away. So typical of so many companies now. Dreadful.
Reviewer
Jess Weston
Location
Durham
Date
06/12/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have been trying to contact my supplier for ten days now without any response. I would like to change to fibre but because I cannot speak to them I cannot move forward. Will probably move to another supplier.
Reviewer
m jamieson
Location
bournemouth
Date
30/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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.
Reviewer
Peter
Location
Norwich
Date
23/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unfortunately I advise everyone NOT TO.
They are appalling and will just say they are dealing with it. I have been without connection for 3 weeks after the 'go live date'
GO ANY WHERE BUT NOT JL/PLUSNET
Reviewer
Nick
Location
London
Date
23/11/2020
Comments:
Unreliable, unprofessional, nightmare, waste of time and energy, stress and anxiety are the words come to mind. PLEASE don’t sign up to John Lewis Broadband!!
Every day something comes up, one day the internet doesn’t work and I have to wait for a week to sort it. Then the spear goes down, they sent to engineers wasting 2 weeks without internet. Then I can’t access website and now their website is down.
The worse ever service I have ever had. Do not go with John Lewis and read all reviews before making a decision.
Reviewer
RWSayers
Location
Date
20/11/2020
Comments:
We have been waiting since 21 October to be connected and still waiting. Every time we phone customer service they have some silly excuse and tell us the same rubbish over and over again. We are in our 70's and can not get out to go shopping so we rely on the internet for our food deliveries. We will now definitely cancel our contract with them and tell all our friends and family never, ever sign up with John Lewis broadband.
Reviewer
Mike Jackson
Location
Durham
Date
18/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Li R
Location
London
Date
18/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service - set up fee taken and though no set up delivered. Requested set up was apparently cancelled due to issues at my address, without anyone letting me know. 3 months, and multiple requests via website and phone later, I still haven't been able to get my money back. Requests via website lead to responses that refunds can only be accessed by calling the cancellation line, but nobody ever answers that line. Absolute scam - John Lewis should be ashamed to be putting their name to this service.
Reviewer
PissedOff
Location
Yorkshire
Date
09/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’m glad I’m not the only one to get pissedoff with this cowboy company .. stick to retail
Reviewer
Oscar
Location
London
Date
09/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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
Madeleine
Location
Vale of belvoir
Date
08/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible experience, terrible customer service and employs criminals, only been with them 2 months, tried to take dd out week early and got declined, they restricted my account immediately, could not even get on their own website to make a payment or sort out, rang them up several times but after 20 mins on hold but finally got through, paid over the phone remotely with debit card, told service would be back to normal within couple hrs..... week later still restricted service but least of my issues, knew something was off when agent asked for my card details twice .... I was right, checked account and he had taken 2 payments....got worse, next day contacted by my bank as my details had been used to make several purchases in Eastern Europe .... I had been hacked and this was first time in a very long time I had given my details over phone ....he had obviously sold my details to a criminal gang.... and this is John Lewis !!!!! Now waiting for a new card and for all fraudulent activity to be reversed, I am not rich person and this has left me in dire straits but JL broadband not interested, won’t even answer my many emails, still restricted service, made a complaint to ofcom and reported to police , I came to this company because I trusted John Lewis but this is not John Lewis it is plusnet and I cannot wait to get away from such a terrible company, BEWARE, CORRUPT AND FRAUDULENT COMPANY
Reviewer
Anthony Thomas
Location
Hemel Hempstead Herts
Date
07/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
John Lewis broadband has poached myself and others because of their reliable good name how wrong can one be they have conned all of us. The broard band is dead slow, cannot load BBC iPlayer 90% of the time have reported it many times only been threatened with an expensive fine if I cancel contract. Not fit for purpose John Lewis name gone down the pan. Anthony Thomas.
Reviewer
Andrew
Location
Suffolk
Date
03/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
We closed our account as we were moving. However before that we rang several times to make sure we could continue with our webmail. On each occasion we were reassured we could. Today, with the account closed we have no webmail and told they cant provide this service.So we have lost everything, thanks JL for nothing.
Reviewer
Martin Knight
Location
Manchester
Date
30/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
John Lewis broadband has been the worst customer service of my entire life. It is disgustingly bad.After 4 months of the internet being off more than on, they still will not send anyone out.I am today cancelling my direct debit and going back to sky, or anyone.Please,please,don't take John Lewis Broadband, it may drive you to suicide!!!!
Reviewer
Peter
Location
Knebworth, Hertfordshire
Date
22/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
Tried to switch from Plusnet to JLewis broadband. However as JLewis use Plusnet they tried switching me twice and both times this has failed and I've wasted over a month in paying higher phoneline and broadband. I contacted jlewis customer services three times and it took 45min, 30 min and last time 20min to get through. Very, very poor service. Not what I was expecting. Look else where.
Reviewer
Tuan
Location
London
Date
20/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid the stress, avoid like a plague.
Our go live date was delayed by a day due to a mistake of not linking my account online.
Most days after 1am my Internet cuts off.
13 days in, I have NO internet for more than 48 hours and I cannot remote work.
An employee named Vashir Omar had the cheek to raise his voice at me for his team's incompetence.
Reviewer
Dawn
Location
Gloucester
Date
19/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely useless! Tried to move house with them..was sent a text to say a phone line would be installed on a particular day between 1 and 6 pm. Rang at 4 pm to check the date was correct. Was on hold for over 40 minutes, told the engineer was still due, not to worry. 6.30 pm no sign. Rang again and was told my address didn't exist. Put back on hold for over 40 minutes...complete waste of time AVOID AT ALL COSTS COMPLETLY INCOMPETENT.
Reviewer
Mr NK
Location
Bristol
Date
14/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just horrendous! Constantly dropping connection - drops out roughly 8 to 15 times per day and is dropped for about 5 to 10 minutes at a time. Have tried calling customer service but there is NOONE THERE!! Phone just goes to hold then eventually times out and drops the call. They are of course still collecting payments so their billing system is obviously working fine. STAY AWAY FROM THIS COMPANY - DO NOT SIGN UP WITH THEM.
Reviewer
Itai Ankrah
Location
London
Date
08/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely Useless Service !!!!!!!
My broadband has been on and off for about 8 weeks now.
3 engineers have come out now so far, and still broadband not fixed.
Each time, having to wait three days for each engineer is so tiresome now.
I am not getting the service I am paying for, from John Lewis! I cannot afford the penalty charge to leave this terrible unprofessional organisation, that has caused me undue stress and upset.
Yet another appointment has been made for Monday 12/10/2020 (the fourth engineer), and I am sure that this will not help the situation. The incompetence and unprofessionalism is staggering.
Does not even deserve to be one star
Reviewer
Lydia
Location
Cambridge
Date
07/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I had paid more attention to the reviews of John Lewis broadband because everything people have said is 100% true. I placed my order over 1 month ago and am still without a working connection. This has also included over 4 phone calls (and having to be on hold for 30 mins plus) to useless and uninterested staff. I keep being told that it is not their problem and that the problem is with BT but surely it is their responsibility to chase BT to ensure that they fulfil customers orders. To anyone thinking of joining - please don't do what I did and ignore all these reviews! Join someone else!
Reviewer
Sadie
Location
Kent
Date
03/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking! I signed up for this believing I could trust the good name of John Lewis for customer service. Howeber they've missed the first and second installation dates and have not made any contact about this despite my request that they do via their service ticket system. So for a third time in a month I'm on an hour long hold on their phone line (which in itself is dreadful, you get to hear the same few tracks on repeat). I actually feel sorry for their customer service team who must face constant anger and frustration from customers as the service is so poor (and in my case so far non existent!). Never again.
Reviewer
filip
Location
oxford
Date
02/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
their 66 mbs avarage broadband gives med 1.5 download and 0.5 upload as a average score of several readings
Reviewer
William
Location
Suffolk
Date
02/10/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would have given less than 1 star if I could. Customer Service is terrible, sometimes rude, sometimes indifferent ALWAYS ineffective. I have been with them for nearly a year and have a total of 97 messages from them. Ranging from random billing to faults on the line. They refuse to organise repairs (phone line laying in road), blaming openreach - who in turn blame JohnLewis broadband. So we're stuck - luckily for us our contract finishes soon. They're not the cheapest out there, but they are the worst supplier we've EVER used.
Be warned.
Reviewer
Joey
Location
Nottingham
Date
26/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I booked a installation 2 and a half months ago and John Lewis (openreach) lied to us on multiple occasions and engineers had 0 communication. We went 3 weeks past our activation date with no services after lie after lie. The customer service sounds friendly but do not put the effort in to sort out solutions.
I was with them last year, there speeds were alright and never had many downtime
I left them and will never be returning to them
Reviewer
Jon marler
Location
LOWESTOFT
Date
26/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
After continual excuses and apologies for failing to connect my broadband the company have now admitted fault, previously blaming BTOpenreach. Dismal customer service, broken promises, on live complaint/query system ineffective, they close requests if they are showing the company in a negative manner. If you were thinking of using them, my advice is don't. I still have no internet 5 days later.
Reviewer
Eleanor
Location
Northants
Date
22/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolutely awful service, never use John Lewis for wifi. Lack of communication, do not update customers. Still without wifi even though we have paid for engineer and monthly rate. Engineers don’t turn up to appointments neither do they update you of their absence. Haven’t received complimentary voucher neither. Beyond disappointed they haven’t done anything remotely reasonable nor justifiable.
Reviewer
Paul
Location
London
Date
21/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Lousy broadband - very poor signal, appalling customer service. If I were John Lewis I would stop putting my name to this. Because I was out of contract when i asked to move house they said they'd charge me £65 or else I could choose to be locked in to another contract with them - heads they win, tails I lose. I don't want to be with a company that treats me like this. Please avoid at all costs if you value your sanity.
Reviewer
tc17
Location
dorset
Date
19/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
within days of signing up they informed me of a price increase. so for 10+ montha i have had to pay an extra £2 per month. under new rules i could have cancelled but i had already paid the connection fee of around £70. now my contract is nearly at an end and i have contacted via account query 3 times and not even an acknowledgement. would definitely not recommend....i am going direct to plusnet who at present dont increase charges during initial contact.
Reviewer
Jack
Location
Sussex
Date
16/09/2020
Ratings
Customer Service
2.00 stars
Speed
2.00 stars
Comments:
Avoid!!! Total bunch of wastemen, seemingly unable to do a housemove,took nearly a month with no Internet, excuse after excuse,always blaming 'the system'
Ended up cancelling and going with another company and at a better price
Reviewer
John
Location
Dundee
Date
14/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I placed an order for a connection and router one month ago. Money was immediately taken from my account and then... silence... Any questions asked in the online query system they recommend go ignored, the average hold time on the phone is 30+ (with potentially the worst hold music I have ever heard), customer service tends to just tell you its all going to be sorted and to wait 24 hours, and proceed to do nothing about the problem. I've now jumped ship and am trying another company with no sign of a refund happening any time soon.
Funnily enough when I phoned to cancel the agent on the other end was more than happy to, the entire call took no more than 2 minutes. He sounded like he wanted to die.
Reviewer
Dan
Location
Berkhamsted
Date
09/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Not a good experience, never got service.
Did my order by phone as web method redirected me to a phone number when ordering the most basic (10Mb) service.
Lost all trace of my order, but had already taken the initial month's payment on a credit card. Then it took a month to get that refunded.
Reviewer
Pierre
Location
Ashford
Date
03/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I swapped to John Lewis broadband because I (mistakenly) believed it to be the same quality as everything else about John Lewis... how wrong can you be!
Had no issue with changeover (other than router arriving only the afternoon before changeover date, which had me fretting). Since then two major problems appeared:
1- speed has dropped, even though ping tests indicate about 35-37Mps. iPlayer sometimes hangs, which it didn't with the previous supplier (SSE).
2- they don't want to take the DD payment, even though there's plenty of money in the account. Each month I try paying on line - it doesn't work (can't access the payment area) so I have co call and pay by card.
The people on the phone are great, but the rest of it is utter rubbish.
Pity. John Lewis has such a great reputation as well.
Reviewer
Adi
Location
Leicester
Date
29/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have ordered the broadband in June. 2 months later, with a response time of 2 weeks on average they still don't know when I could expect to receive it.
Thus far they have missed 4 of their "deadlines"
Reviewer
m
Location
uk
Date
28/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SHOCKING. SHCOKING SHOCKING. AVOID AVOID AVOID. SIGNED UP FOR BROADBAND AND LANDLINE PACKAGE OVER 4 WEEKS AGO AND STILL NOT CONNECTED!!!!!
Everytime I phone (in queue for ages with depressing crackly music. then told it is all getting sorted. They make up some twoddle and tell you it is being sorted. Then Nothing. So I phone back to find out what is happening RE the lack of connection& landline. Same old story - am in phone queue, then get lied to, and nothing happens again. They are using Covid as an excuse, just like so many other companies are. Thought better of a JL service :( Am off to meditate now to reduce my stress and fed-up levels :) )
Reviewer
Shirley chandler
Location
Essex
Date
26/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Kunal
Location
Ringwood
Date
24/08/2020
Ratings
Customer Service
1.00 stars
Comments:
Terrible customer service. Delayed installation of broadband for over a month so ended up cancelling and going with another provider.
Reviewer
Torby
Location
Sy59ja
Date
21/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worsed ever. They are so bad I cant believe it. They lie to you saying someone will be coming out and the fault will be sorted by the end of the day. Then I phone the next day and they say oh well no one has come out. The message wasn't even passed on. Lie after lie. Never ever again. They waisted hours of my time on the phone and I got know where. So angry with them. Dont waist your time
Reviewer
Cheryl
Location
Plymouth
Date
20/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Same as all the others...dreadful nonexistent service. List my initial order so it took over 3 weeks to get connected...only it then didn't work. Takes an hour to get through to support...they then cant fix it and font call back as promised. Needed an Openreach engineer eventually who commented theyd turned the speed right down. A week later, after several drop outs and a painfully slow service.. apparently I shouldn't expect to rely on wifi!!!...I have no internet and they think a faulty router. I'm off to EE to buy their mobile internet. ADVISE NOBODY USES JOHN LEWIS INTERNET...well actually you cant as it doesnt work!
Reviewer
Patrik Gyugyei
Location
Edinburgh
Date
14/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Richard
Location
Epping
Date
11/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
AAron
Location
glasgow
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am literally a kindly guy for everything in my life, while as a trader and computer engineer, the break frequency of network is the only thing that I cannot bear. The funniest thing is that the exchange is not crash when the stock rapidly down while my network done that. So I am never ever recommend this network, I also not suggest the computer related one use it service especially for woking from home. Also, TBH, the network is not have any advantage on price as well.(P.S. This is the longest review I have written my life)
Reviewer
Jack Felix
Location
Romford
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please do not waste your time and money on this fraud company. I placed a request on 24 July for switch and they deducted money from my account same day. Even after multiple followups, no updates at all. Customer Care experience is dreadful. After holding the line for 25 minutes I managed to connect to one CC representative. The frustrating thing was that without asking anything on the query, he transferred to another section, which in turn went to never ending background music. Quoting 2-3 query id's for reference - 204XXXX44,204XXXX21,204XXXX34
Reviewer
Lynne Moore
Location
Amersham
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This has honestly been the most painful customer service experience that I have ever had. I would not use John Lewis Broadband if it were the last company on earth. Initially, they cut off my existing provider but failed to connect my phone and broadband to a new service. We have been without a phone or broadband now for 3 weeks. We have lost our old phone number and I have spent in excess of 20 hours on the phone trying to resolve the issue. This mainly consists of being on hold because no one picks up the phone. So far this morning I have been on hold for 2 hours and 20 minutes and no one has picked up. I did try the new customer option and that was picked up in 1 minute and 15 seconds but a very rude female told me I had chosen the wrong option and transferred me mid sentence - I am currently on hold again and have been for the past 46 minutes. It seems that after the initial call to get your business, there is absolutely no customer service at all. I would rather boiL my eyeballs in acid than have broadband installed by John Lewis.
Reviewer
Tom
Location
Finchley
Date
06/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I didn't believe all the bad reviews because I'm the kind of person that normally just gets on with things but this has been an awful process.
They haven't connected the internet, nobody can tell me when it will be connected, every time I call there's a different answer or problem. Nobody replies to the written complaints and I've been lied to multiple times.
It feels like they're gaslighting me.
Reviewer
Angela J
Location
London
Date
04/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We've had a huge problem with our John Lewis/Plusnet broadband since May and it's now August. Appalling customer service, refused to send out Engineer and every time I call them, they go from the beginning again ...."I'll run a test on the line"....."Oh, yes, it's falling out"...they refused to send a new router but when they finally did, the problem still continued. I've lost business because of it, as I can't work from home with this rubbish. What am I paying for? I daren't swap suppliers at the moment incase I fall down a big hole of helplessness and no-one then takes responsibility. Avoid. I expected more from John Lewis and this whole saga has changed my impression of the company. We had problems last year too. Cheap skates.
Reviewer
Donna
Location
Ramsgate
Date
03/08/2020
Comments:
Absolutely disgusted with this service. They were quick enough to take my money. Not had any confirmation, still waiting even though the 3 dates I provided have now been and gone. I want to cancel but can't get through on the phone. Avoid!!!!!!
Reviewer
J
Location
England
Date
29/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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?
Reviewer
Mrs. Clark
Location
surrey
Date
24/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Price increased within a few months. Informed me via email that unfortunately I didn't get as it went into my junk. Please note that all their other emails come into my inbox!
Coverage was poor and service satisfactory.
Reviewer
C Burnett
Location
North Yorkshire
Date
22/07/2020
Ratings
Reliability
3.00 stars
Comments:
PLease be warned! I took this contract on the back of the John Lewis name and reputation.Within 1 week of my contract they informed me of a price increase - the offer is just a hook!
They then, when I cancelled, decided I owed them over £90.00 for the privilage of being conned!! - beware and do not touch this offer, it is not real or sincere. Customer services will be rude and dismissive.m Worst broadband experience of my life!!!!!
PLEASE AVOID AT ALL COST.
Reviewer
Gus
Location
South London
Date
21/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They give you the worst possible speeds until you call them and ask them to fix it. They then feed you some technobabble jargon that even they clearly don’t understand and unthrottle your speeds. Then if you power ever goes out or if you need to unplug your router for whatever reason. You’ll have to do all of it again. Couldn’t recommend less.
Reviewer
Terry
Location
Romford
Date
17/07/2020
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Just completed my 14 day initial period and everything is working how it should with the promised speed. Had to contact customer services at one point and Mahmood was very helpful and polite and got everything on track. So far so good even in the middle of Covid-19.
Reviewer
Alex Robinson
Location
Thatcham
Date
16/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. Very slow speeds and we have currently been cut off with no internet for 9 days and the same thing happened last year for 10 days. They are just Plusnet rebranded, who in turn are BT, but I have stopped shopping at John Lewis and Waitrose as a result.
Reviewer
Catherine Burnett
Location
North Yorkshire
Date
15/07/2020
Ratings
Satisfaction
1.00 stars
Comments:
Absolute con AVOID AT ALL COST.!!!!!
Reviewer
Farah
Location
Birmingham
Date
15/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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.
Reviewer
Tony
Location
Birmingham
Date
14/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
They pick up the phone when you're placing an order, once you have a problem with it you're placed on indefinite hold till you give up. Beyond ****.
Reviewer
NIGEL ROWE
Location
MISTLEY
Date
14/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joined JL 3yrs ago and it has up till now been good. However it is now abysmal fault calls being ignored even though when the contract was agreed for minimum 3mbs ( the most we could get at the time)they now say they have re-written the contract down to .9mbs ( no notice given) currently it won,t even register to test. This is how they treat key worker 2hr requirement needs!
AVOID AT ALL COSTS they could not care less. PLUSNET have to be one of the worst
Reviewer
C Prescott
Location
Oxfordshire
Date
07/07/2020
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I changed to JL broadband after daytime connectivity issues with my previous supplier during lockdown. JL broadband is, if anything, worse than my previous connectivity and is problematic not only during the day but in the evenings too. Furthermore, one of the features offered by JL at sign up was a JL gift voucher, which has not materialised after two months since signing up with them.
Reviewer
Rob
Location
London
Date
06/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BE WARNED! This is John Lewis in name only. I was tempted by what seemed like a good price and by the JL reputation for quality and customer service. Once you've signed up John Lewis drops out - the contract is with plusnet.
Slow broadband and regular loss of signal. Customer service is terrible - if you can get through!
A big mistake. The worst ISP I have ever experienced.
Reviewer
Maria
Location
Taunton
Date
06/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 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
Helen
Location
Canterbury
Date
27/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
When I moved house I called JL to take the boradband to the new address. 2 weeks later I was expecting it to be working. When it wasn't I called to find out why only to be told the order had not been put through their system. I was told someone would call me to rectify this - they did not and when I called back to try and re-order the broadband package, I spoke to someone who was very patronising and not at all apologetic. I gave up and signed up with someone else as I felt the experience had been so poor.
Reviewer
Paul Lee
Location
Halesworth
Date
25/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been a customer for phone/broadband for a few years with no problems. However, this all changed when I tried to upgrade my connection to fibre. Placed my order on 3rd June and as of today, (25th June)I have, at the moment no internet whatsoever. It is too painful to re-live the problems here but briefly, after activation, (which was late due to the order being incorrectly cancelled at their end|), my speed dropped from 1.7 mgps (ordinary broadband) to 0.4 mgps, ('fast fibre'). I have contacted John Lewis every day for the past 3 weeks; I have always been the one who has needed to be pro-active otherwise we wouldn't have even got this far. As we all know, John Lewis ride on the back of PLusnet, who are currently doing all they can to trash the brand. My only hope is that this continues for another week or so and my contract will become cancellable due to their inability to provide the promised product.
Reviewer
Wendy D
Location
Worcester Park
Date
13/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Still waiting for connection JL have no effective communication links with BT who supply the infrastructure service and as a key worker moving home I needed my BB ASAP to maintain my NHS role during my 1st week off since COVID -19 . A request by JL to BT to expedite my connection was made but declined as I had a live service ... live meaning the previous owner had a connection but not one I could ever use or access so I actual fact very dead ( sounds very much like a Monty Python sketch) Now after 2 weeks I’m still waiting for my BB as they also forgot to send out the router.
This was the only utility I had any problems with during my move and not only very inconvenient but time consuming meant where I should have been able to work from home whilst getting straight I couldn’t . Ever hopeful of one day getting a connection but STILL WAITING.......
Reviewer
Jon Stronach
Location
Tiverton
Date
11/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Cancelled TalkTalk and the JL router didn't work so no internet for 6 days. Lost £kkk's in business and they gave £10 compensation.
Reviewer
Alice
Location
Plymouth
Date
03/06/2020
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Never had any issues with speed or connection. Got a free google home mini for joining. Some small issues setting up due to disconnect in processes: open reach don’t leave until it is working, but JL said they don’t activate until they’ve left and marked it done. Called up JL and got open reach to speak to them. They raised the price a few pounds after around 6 months which was annoying. And it gives you the option to change payment details online but it didn’t work so I connected JL and they said it can’t be done online.
Reviewer
Mélyssa Dufag
Location
London
Date
01/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID IF YOU CAN!! I have tried to set up a fibre installation with them. We agreed on a date for the engineer to come (within 5 days) but suddenly decided to change the visit up to 2 weeks later (without asking me for permission). This is completely unprofessional. I called them back and they tried to explain it with the National situation. Well we all understand what is happening with the virus at the moment So just tell me the truth from the beginning don’t lie to me. How can I trust a company who lies. They are 100% unreliable. The only positive thing is that I could cancel my account as quick as I created it.
Reviewer
J.Graham
Location
Ashington
Date
26/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
How this company has a license to even advertise broadband is beyond me .
When I first set up my connection well in advance they couldn't even get that right. After being lied to numerous times telling me I am connected which was simply not true. When calling the so called customer services to find out why my connection hadn't happened I was just palmed of with a load of jargon of technical rubbish. Also without being rude or shouting they will just simply hang up on you when they can't give you a reasonable answer.
Thankfully out of contract with them and never to return. I would advise anyone looking for a reputable Broadband supplier never sign up with John Lewis.
Reviewer
Sheila Windsor
Location
Warmington
Date
24/05/2020
Ratings
Satisfaction
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
New customer rang Customer services as charged £96.00 instead if £26.00 contract fee. Told extra was because I had cancelled my contract, completely untrue. Customer services said someone their end must have done, it had happened before. Said he would sort and then was transferring me to another department re the cancellation, hung on for over 20mins, I rang off. Rang customer services back, same result, rung off again, rang customer service again,phone put down on me. Rang again this time lady said she would sort and yes I was due a refund of £70.00 as I had not cancelled. Email arrived I would get a refund of £48.22. . Again rang customer service to be told refund comes in two parts, a manager has to authorise the rest and i would get email. 5 days later no such email has arrived. I still have no idea whether my contract will be ended or whether they have corrected this. My last resort is I have written to their office in Sheffield, recorded delivery. Hoping for a personal contact who can sort this problem.Customer support hopeless and frustrating. Not worth bothering with.
Reviewer
John Coomes
Location
West Rudham Norfolk
Date
22/05/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have just switched to John Lewis broadband, the whole set up was so simple and I have a good fast connection at less than half that I was paying bt which is ridiculous considering bt own plusnet which is who John Lewis is supplying, the trouble with bt is they give great deals for new customers but ignore loyal customers, I won't go back to them, ever.
Reviewer
Lewis John
Location
London
Date
16/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shit
Reviewer
Geoff Craven
Location
Yorkshire
Date
04/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sent request to cancel broadband and telephone service in the begining of March (to take effect the 4th April) as a new supplier was commissioned to take over from that date.
They sent a final invoice for telephone service for the period up to the 10th of April even though the it was not used
All in all a rubbish company to do service with !
Reviewer
Dennis C
Location
Cheshire
Date
27/04/2020
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Back in November I wrote a dire review of John Lewis having left BT.
The problems were blamed on the lines in my house although I was convinced that wasn't true. One support person seemed to go beyond the norm in trying to help and I was grateful but I decided to leave. There was a penalty to pay but it seemed worth it.
A day later Open Reach apologised to the entire town about their failures during the previous weeks.
So I retained my account and since then connectivity has been pretty good.
They would not be my first choice provider but at least I'm happy to wait until the end of my contract.
Reviewer
Alyssia
Location
Pembrokeshire
Date
26/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AT ALL COSTS!! It is Plusnet in disguise!
We chose John Lewis Broadband as I have many insurance policies etc with them and they have always had amazing customer service. We moved to a new property just before lockdown in the UK and it did not have WiFi (we work from home). Knowing there would be a long wait for broadband, we were surprised to find no notice of restrictions etc to set up on the website and so paid the £85.99 to install everything.
For a week I was then bombarded with phonecalls from Plusnet who had an aggressive sales manner- one stating I was "foolish" to go with John Lewis and not Plusnet as they would be cheaper. On the third call I specifically asked not to be contacted again and still had calls from mobiles of their sales team!
A week later I still had no confirmation email or slot for delivery etc. I was shocked when I called up that it was Plusnet I was dealing with not John Lewis. After being on the phone for an hour, a rather rude assistant said that they were definitely coming out the following Tuesday to put in WiFi and that is have an email.
Two days later, no email. I called again and again was passed around for 42minutes. I then got to a customer advisor who can only be described as the rudest person on the planet. When i said I was told that the broadband would be installed next week he laughed and then said "there's no way that will happen, don't you see the news?! No one is able to install anything until June!" When I said that that is fine, I'd like to cancel and a refund as we will Lok at alternative arrangements (I didn't say but I was going to call my mobile company and get a dongle), The boy laughed again and said "you're really stupid aren't you? No one can do this for you before us." I was then told everything for me was cancelled and I could expect a cheque in the post (to which I asked why they could not refund a card) and told I was ride for talking over him when he kept explaining how stupid I was.
I would strongly recommend abiding this atrocious company.
We then went with BT expecting a delay and actually the technician came out 3 working days after our enquiry!
Reviewer
Alex N
Location
West London
Date
20/04/2020
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Had a few minor glitches when we first joined, but had been notified that this might happen at switchover from our previous provider. Since then a good service, no problems at all. And I think Customer Service has been fine. I have only had to ring them twice all year and they were helpful and courteous. Don’t do gaming or anything very high tech so would say strength of broadband suits us OK.
Reviewer
Lesley Trainor
Location
East sussex
Date
20/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Lyndyloo
Location
Lancashire
Date
16/04/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’m sorry to say I will be changing ASAP as they have been the slowest broadband provider I have ever had. Just taken over an hour to download one program and it’s still going!! Snails pace is faster!
They promise a fast fibre and just haven’t delivered. It’s so slow and buffering is the norm. Would never recover use again. Nothing good to say about John Lewis Broadband :-(
Reviewer
Ilham
Location
Oxford
Date
04/04/2020
Ratings
Satisfaction
1.00 stars
Comments:
The gorilla at the London Zoo probably knows much more about what broadband is that the clowns calling themselves John Lewis Broadband team. I have given one star as this website does not let you to leave a review without given a star rating. One star is one too many for these loosers. No customer service, no broadband, their own website does not work for bill payments. It has not been working since September 2019. Emails complaints, phone calls do not help. They just do not care because they are not intelligent enough to understand and resolve their own issues. They should be banned from calling themselver a "broadband provider" for life. John Lewis may be a good department store but they neew to put their own house in order and get rid of the so called "broadband team." They could at least start by reading reviews online.
Reviewer
Moe
Location
Marshfield, Chippenham
Date
01/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give zero or negative ratings, I would. Dire customer service, broadband speeds not as promised and additionally they promised an engineer to visit for connection purposes on signing up. The engineer didn't show up and I had taken a day off as A/L. Losing a day of A/L. When i phoned they said even though I had received confirmation of the engineer visiting by email, my order had not yet been placed! No refund of anything given for this and internet connection delayed by a month. Please guys cut your loses. Do not sign up with JL broadband.
Reviewer
Ploughman
Location
Shropshire
Date
23/03/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Customer service is very hit & miss...more so miss. Entered a fix price 12 month contract which some months ago increased by £3.15 per month. We also asked for VAT receipts to be e-mailed to be told that it was not possible & that we were not registered as a company but we are a company & DD comes out of a company account. Got absolutely nowhere with numerous telephone calls & despite being told that the contract price was fixed no refund has been forthcoming & John Lewis are still debiting the increased amount.Initial set up was fine but ongoing service is totally unsatisfactory.
Reviewer
Anne
Location
North Yorkshire
Date
05/03/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
A brilliant company to deal with, cannot praise them highly enough. Competitive pricing and great communication.
Not like me, but I will not be shopping around for a bargain this time, John Lewis have been so good that I'm going to stay with them for at least another year.
5 * Service, thanks John Lewis!
Reviewer
Lynn Jarvie
Location
Coventry
Date
04/03/2020
Comments:
Don't bother, 12 months at discount price was fine, when it was hiked I switched, phoned up before and told don't worry, we know, I don't have to do anything, they took a months fee from my bank the day my new provider started, phoned, don't worry they said, it will be refunded, they said, a few weeks later rang back, apologises, will raise a ticket and get it back dated and you will be refunded, a month later get a mail saying they are taking next months payment, then get a mail saying sorry your ticket was never auctioned, phone this number, I did, they hung up, don't touch them with a barge poll, reporting to ombudsman
Reviewer
Craig
Location
Bristol
Date
02/03/2020
Comments:
Terrible. Takes over half an hour to get through to customer services, that is if you ever get through. Broadband speeds are terrible, and to top it off they increase their prices mid contract. They make talk talk look good!
Reviewer
E conlon
Location
Taunton
Date
28/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Quite possibly the worst experience of a life time. Paid to get out of the deal and run back to BT.
Customer service is operated by my cat.... “well everything is fine from what we can see at our end’. Well it would be wouldn’t it, get down here an you experience it! Several (over 15) calls placed with tech support if not more.
Don’t be tempted by these cheap deals. Really awful apparently they white label the service to Plusnet. If you do take it read the small, small print as you will get stung for loads of additional charges for call thresholds etc etc.....
HELLO BT XXXXXXXX WE HAVE MISSED YOU!111
Reviewer
Tatum
Location
Somerset
Date
27/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst phone and broadband ever I’ve never been so ripped of . I’m
A disabled lady and need to order meds online and use my phone . There’s never been a week without trouble it’s more money than I paid fir my last service but diabolical . No ones
Dealt with I’ve now been cut if 24 hours after my bill I’m iller sinse having this company it’s stopped me living
Reviewer
Annie Co
Location
West Yorkshire
Date
19/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful - do not bother or waste your time with this supplier. Speeds are poor to say the least, Internet unreliable to say the least, customer service just go round in circles with customers. I'm completely fed up with this supplier and wouldn't recommend them to my worst enemy
Reviewer
J Kaur
Location
London
Date
17/02/2020
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Please do not take up the current offer with John Lewis which alleges to include £40 gift voucher, they never send the same and when query they say not added to your account. Their speed is terrible only joined less than 3 weeks ago. Avoid avoid avoid
Reviewer
Kay
Location
Carnforth
Date
16/02/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband as supplied was fine and as expected. No issues during the initial 12 months. But once out of contract the price rose by 25% so I looked elsewhere. Found a much cheaper provider and moved. Noticed several months later that no refund had been made on the last months overpayment. Had to check bank statements, find my old broadband account details etc. Rang up Plusnet, the JL provider and was given some half baked tale about why the money hadn’t come through. A cheque has now been received. I urge all leavers to check they have had any monies due. JL distances themselves from the problem. JL clearly Happy to take Plusnets cash for the name association, but not willing to take the flack from the same association. Shame on JL. I expect nothing better from Plusnet.
Reviewer
Sara Black
Location
London
Date
14/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I decided to switch from TalkTalk because of its notoriously poor service but so far John Lewis has been even worse. Slow to switch, with very poor communications (I got random emails saying "we have escalated your query" when I hadn't submitted a query, and then it turned out that "escalated your query" meant "downgraded the service that we're giving you because, even though you say you already have broadband, we don't believe you so we're not going to give you broadband, but don't worry, you won't have to pay". I'm stuck without broadband, but am having to pay through the roof for pay-as-you-go wifi in the meantime. I now have to have a different phone number because JL said the old supplier to release my old number. However, it looks as though John Lewis hasn't actually told my previous supplier that they've taken over, as my previous supplier is still sending me bills. Generally, I'm astounded at how poor this service is, really unexpected from John Lewis - maybe you should stick to selling cups and cushions. If anyone else is wondering whether to go with this service, don't - it's not worth the hassle
Reviewer
Sian richards
Location
Carmarthen
Date
13/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Chronic service signed contract end of Nov for £20 a month for a year . Service stared 10th dec first bill £22 (they put it up £2 a month before my line even started. Have had to ring customer service every month since as bill wrong every time. Staff seem bored and uninterested. John Lewis should be embarrassed to be associated with their provider.
Reviewer
Sq
Location
Weybridge
Date
10/02/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Switched from Talktalk who are poor in every way.
Very impressed with excellent service and brilliant speed of Internet.
Very fast set up within days.
Very happy
Reviewer
Dave bailey
Location
Uk
Date
03/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Worst customer service I have ever come across, nice people who do nothing. My experience was leaving due to a price rise which was allowed under their terms and then being chased for the early leaving fee to the point of them using a debt collection agency, this is despite 8 calls to customer service who entered the details on the system. Useless.
Reviewer
Sally Quest
Location
Weybridge
Date
01/02/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent fast service, professional communication and competitively priced.
Always trusted, reputation proceeds every time!
Reviewer
Melanie L
Location
Bath
Date
29/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you’re expecting the level of customer service usually associated with John Lewis, think again. The brand reputation was one of the deciding factors in choosing this broadband service but it has been atrocious so far. Encourage you to look elsewhere unless you’re happy to wait forever and experience many bumps in the road which should not even be a consideration.
Come on John Lewis, there are many, many 1 star reviews on here, suggests there’s an issue. Please don’t destroy your lovely brand.
Reviewer
Will
Location
Hove
Date
24/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The speed of the broadband is good however the customer service is APPALILNG! So it's all good so long as you don't have any issues in which case, good luck!
I paid to have my account switched to a new address in order to avoid starting a new 12 months contract. The new account stopped working after a few days and John Lewis Broadband informed me that due to a technical error, I needed a new account to be set up which costs £32 but that money would be repaid to my account. Well to date it hasn't turned up in my account.All very un professional and incredibly frustrating.
Reviewer
J
Location
Exeter
Date
23/01/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Faster than BT and had no issues
Reviewer
jane
Location
Machynlleth
Date
22/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
the speed and reliability is as good as anyone elses here. I went with john Lewis because they were the only provider who didn't charge a premium for providing a second class service to a rural area then 3 months in the price went up. Won't be remewing the contract for that alone. There were also problems with the initial installation, which to their credit they did solve promptly.
Reviewer
Amit
Location
London
Date
16/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
John Lewis have hit rock bottom. Migration from old provider (wish I never moved) seems to be run by a well meaning bodger in his leaky shed. Nothing happens unless you chase it up. Call centre staff trained extremely badly, limited knowledge of what is happenning and different stories delpending on who you speak to.
Reviewer
Mrs L English
Location
North West
Date
11/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DREADFUL on all counts! Very unsatisfactory service with download speeds a pitiful 1.64Mb when I signed up for fibre broadband of 36Mb!!! Internet drops constantly making watching a program an impossibility. I would not recommend John Lewis (i.e. plus-net) for broadband. Can’t wait to switch and will never touch them again!. Don’t be tempted they are rubbish! A very unhappy customer
Reviewer
S. Phillips
Location
England
Date
10/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
Ram Sugavanam
Location
BIRMINGHAM
Date
09/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
complete waste of time. I thought with their name they would provide decent broadband. very slow speed, of at time less than 1mbps and constantly dropping , left me in the lurch after 6 days of trying sort it out. booked an engineer visit and who did not turn up with no explanation. I am moving
Reviewer
RS
Location
Banffshire
Date
09/01/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
BT was a hideous corporate brute. I got very slow speed and frequent problems. John Lewis has been utterly superb. There were a few glitches after I switched, but these were soon sorted. My ISP is owned by bt and I think this is important. My payment is massively reduced and my typical speed is almost double that which I got with bt. Substantial negative causal (re my time with bt) was switching router off at night. I would never switch from John Lewis.
Reviewer
Zoë
Location
York
Date
08/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTE SHAMBLES DO NOT SUBSCRIBE!!!!!
Speed rubbish, connectivity intermittent at best, customer service diabolical. We have had issues since joining it finally resulted in John Lewis buying us a 3rd party router as 5 of theirs proved useless! Only answer you ever get when service goes down is an engineer who can only attend during working hours, no work around for those who work ?9 til 5. We have been without internet three days on this occasion, hung up on 5 times, 2 manager call backs failed, kept on hold for 35 mins only to be told nothing can be done! Stay away from this service!
Reviewer
Ilham
Location
Oxford
Date
08/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One star is exactly one star too many for this absolutely inadequate, good for nothing, unprofessional "broadband" provider. John Lewis may be a very good department store but they should not be selling broadband and internet services, as they do not have a slightest clue what they are doing. Their own online bill payment system has not been working since September 2019. They cannot put their own house in order, how can one expect them to provide a broadband service, the word, which many or whose, who answer the phone cannot even spell. Extremely poor. absolutely rubbish customer support, non existent service, dial-up speeds on their so called "fibre broadband." Avoid at any cost, as you would a deadly disease. Shame on John Lewis!
Reviewer
Amit
Location
London
Date
07/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Moved from Plusnet to John Lewis (uses Plusnet network), no child safeguard from ISP as with Plusnet so you will have to set up separate app on all home devices. Can't change call features at the moment as something is stuck in the system 3 weeks after switchover. Order was originally cancelled but no-one knew why. Phone and broadband moved late days apart and only after I called to check progress. Assume network is run by one man and his dog in a shed.
Reviewer
Phil
Location
Lancs
Date
04/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute joke of a provider, cant log into portal EVER, loses connection every 30 minutes and takes 5 to 10 minutes to reconnect. Customer services do nothing but tell lie after lie and dont even put notes on your account when you do ring them. I'd rather use 4g on my phone than these theives who are literally selling 3rd hand BT broadband thats routed through the USA, No wonder the speed is so poor doing a trip across the Atlantic and back before it hits your router. AVOID LIKE THE PLAGUE!!
Reviewer
Raynor
Location
Staffordshire
Date
02/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
12 month contract is a total con. Advertised as £20 per month and then immediately after first payment made the rate went up to £23.97...apparently it is ok because T&Cs say prices can go up. Also very slow and unreliable. Would not recommend to anyone.
Reviewer
Tony English
Location
Edinburgh
Date
02/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
ian
Location
nottingham
Date
30/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
DO NOT SWITCH TO JL. THEY DIDN'T TELL US WHEN WE WOULD BE SWITCHED OVER, THE ROUTER DIDNT ARIVE AND WE WERE WITHOUT TELEPHONE AND INTERNET FOR A WEEK. IT WAS ONE MESS UP AFTER ANOTHER AND 2 MONTHS LATER THE PHONE STILL DOESNT WORK. I HAVE NOW GIVEN UP CALLING THEM AND WILL LEAVE THEM ASAP. CUSTOMER SERVICES ARE SIMPLY DREADFUL. I MOVED FROM SKY BECAUSE THEY WERE SO BAD AND NOW WISH I HADNT !!!!!
Reviewer
Paul Gell
Location
Haltham
Date
28/12/2019
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Moved from ADSL to Fibre - Good speed and connection, HOWEVER be warned that at the moment they are offering a Google home hub to new contracts - this has not arrived and Customer Support is POOR saying it will probably take up to 60 days to arrive - is this a con???
Billing also needs to be watched as they tried claiming too much money on the first new monthly bill - support eventually gave me two different prices - still not right!
Reviewer
AMit
Location
London
Date
27/12/2019
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Shambolic. Initially told old number would be automatically switched. On switchover day the number had been changed and had to request old number, first told it would be 24hrs then emailed saying it would be 2 weeks !
Reviewer
Tal
Location
Durham
Date
26/12/2019
Comments:
Don't do It! I've had it for over a month and it's dropped constantly. It went off last Saturday and has been off since. I had one day of it working which was Christmas day. The engineer that was due on Xmas eve 8-1pm never turned up. I rang at 12.45 on the day and was told oh he's not coming then. I rang again today as still no intrtent to be told open reach attended but couldn't access the property absolute rubbish nobody turned up I was up from.5am waiting and nobody even came in the street from open reach. In other words he decided it's Xmas eve and was going home early. A heads up would have been nice as I cancelled my midwife appointment. Also the fact that they will then bill me 50 pound because the moron decided not to turn up. Still sat with no internet and got a bill that was 10 pound higher this month. No mention of credit on the account for all of the days without internet and now waiting to see if another engineer comes on the 28th 8-1pm. Let's hope it's not the same one who decided he wasn't turning up last time.
Reviewer
Barry Hughes
Location
Edinburgh
Date
24/12/2019
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
Charlie
Location
New Galloway
Date
22/12/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Drops out frequently, but their customer service is unbelievable, they don't know a ******* thing about it, shocking, AVOID
Reviewer
Ed
Location
Brighton
Date
19/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DON’T BUY JOHN LEWIS BROADBAND!!!!
It’s shockingly bad. Bad customer service, dreadful connection speeds. Their website doesn’t work which means I struggle every month to pay the bill. The bill goes up in price every month. We we’re promised a minimum of 60mbs but are lucky if we hit 20. It’s unreliable. Don’t waste your money. Will never go back to this service.
Reviewer
BridReviewer
Location
Bridlington
Date
13/12/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with John Lewis broadband for 8 months now, in which time we've had several problems with the connection speed and reliability. When calling to discuss, customer service has been relatively bad and not offered satisfactory answers.
After 8 months, they decided to put the price up, despite still offering the original price to new customers. Luckily this meant there was a window to leave without paying the early termination fee!
I shall not be recommending this service or using it again myself in the future. It's a shame that the John Lewis brand has been stuck on this poor quality service.
Reviewer
Brian Griffiths
Location
Peterborough
Date
11/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
My service, the broadband itself, was ok. I received a letter sating they were putting up the price, and i could opt out without penalty if i wanted to. I rand them and took that option. My service ended, i paid my bill a day before it was due to end, thinking i would get a refund..... No refund, chased it, spoke to a human, even had a call log to say being looked into. Then i had an email for more money taken out of my account, an early termination fee. I rang them, yes was re-assured it would be looked at, before and after the money was due. Yep, they have taken the money out and because they have closed my account they can't refund it electronically..... the manager said he will send a cheque, which will take 14 days.... we have all heard the one about the cheque is in the post. What rubbish service, and no solution
Reviewer
MrRee
Location
Tadley
Date
11/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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!!!
Reviewer
Annette
Location
Chester or street
Date
11/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Would give zero stars if possible. Total fiasco from start to finish. John Lewis needs to sever links with this company. I had to involve the ombudsman at one point who ruled in my favour after I had not had a bill for months. All customer service could say was put the money aside. Decided to leave when the charges went up and even though they stated no exit fee if I gave 14days notice they tried to charge me. They also cut my broadband off the very next day and would not turn it back on. I was without the internet for 2 weeks until the new provider took over. They actually owe me but I can probably kiss that goodbye. Never again.
Reviewer
AndyS
Location
Walton-on-Thames
Date
08/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 10 days of radio silence from John Lewis Broadband (in reality, as I discovered, provided by PlusNet) I logged onto my account to find that my installation had been cancelled (by PlusNet's woeful IT systems) with no notification to me. I then spent the next hour trying to call customer services and talk sense to someone. When I did manage to speak to a human who could do something I was so fed up I simply cancelled; looking at the wider reviews here a lucky escape I suspect.
I went for John Lewis Broadband because of John Lewis' (JLP) renowned customer service. How JLP can put their name and brand to a product provided by such an awful service provider as PlusNet is beyond me; they need to take immediate action to severe their links with these cowboys to protect their wider brand and reputation. Come on JLP your loyal customers expect more from you than associating yourselves with an outfit as awful as PlusNet.
Reviewer
Nick Howe
Location
Milton Keynes
Date
29/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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!
Reviewer
Helen
Location
Scotland
Date
28/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Well it was a fiasco from start to finish; huge delay of over a month to get service transfered from Plusnet. Useless initial compensation- I had to complain even to get a cordial response....staff were quite rude intially.
Then they up the price and I cancel and move (to Zen) and Im told that there will be no early cancellation fee. Im sent letters sayingthere will be and reassured again that there wont that my account is paid up.
Then I get a bill with cancellation fees... I direct them to earlier correspondence and they say it is a mistake, but they cant credit my account I will have to ring back once the cancelled dd bounces back and debt collection has started (I will get an email). Then when I ring again)they will cancel the charge apparently. He apologised for their system- as well he should!
Im not sure Im out of the woods with it yet though- they probably still have room to mess up again.
Reviewer
mikeeee
Location
Derby
Date
28/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So I cancelled with JLB when they put their prices up. Paul Coulton (Operations Director) immediately emailed me to say they would charge me £105 as an early termination fee. I called Customer services who refused to let me talk to the elusive Mr Coulton but they said the charges were wrong and I would not be charged. Next I see they have billed me and were about to take the charges from my account so I cancelled my direct debit to stop this happening. I also called again to talk to Mt Coulton - not allowed apparently.
Now I have another threatening e-mail from the said Paul Coulton threatening court action if I do not pay within 14 days!
I guess I'm going to court. Perhaps Mr Coulton will turn up there but I somehow doubt it.
Reviewer
Anne Patterson
Location
Norfolk
Date
25/11/2019
Ratings
Customer Service
2.00 stars
Comments:
Moved home and everything from then on went wrong with our phone and broadband account. Was text to say our account was broken and they couldn't bill us, their mistake, we're told need to set it all up again, bank details etc. Had to have change of phone number. I agreed to do new account on line they then made another error and inadvertently cancelled our broadband service on the new account. We were without broadband for 3 days. Told to sort out problem, reinstate everything, we would have to set up another new account! Forget it, it's been an absolute nightmare and overall stressful experience, all errors on their part the cause of it. I would not recommend this company at all.
Reviewer
Screw
Location
You
Date
24/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would give 0 starts but can’t worst broadband ever screw plus the and John Lewis they SUCK
Reviewer
Bryan
Location
OX394DP
Date
19/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
What has gone wrong at JL broadband. I have had a @waitrose.com account for a number of years without too many problems and whatever problems were encountered were usually solved at the time by the whoever took the call. I was not receiving e-mails due to my Inbox being full. I have had four phone calls to JL but it transpires only a trained technician can resolve this. I was originally told it would take two to three days before they could look at the situation and now on the forth day I am told it will be five days. Just how much have JL cut back. How many complaints must they have when it takes 5 days to look at let alone solve a problem This is not the service we axpect or pay for from John Lewis. Cut back on customer service and you cut back on customers.
Reviewer
Steve M
Location
South Molton
Date
16/11/2019
Comments:
DON'T DO IT. One of the things they don't make clear is that your contract is actually with Plusnet NOT John Lewis. It took nearly 3 months for the 'simple installation' to be completed. After a lot of back & forth they gave me a reduction of £2 a month for the first year, which I grudgingly accepted. About a month later I get notification that my bill is going up by £2? Despite John Lewis promising to respond within 24 hours to any contact made through their online portal I have now waited a week since reporting that my phone & broadband are not working and still no contact, no phone & broadband that cant load a full webpage in 10 minutes.
Reviewer
Alan Twite
Location
Walsham le Willows Suffolk
Date
16/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
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.
Reviewer
Jane whale
Location
Southampton
Date
11/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Have been a John Lewis customer for many years, and thought we would switch to their broadband, having had nothing but trouble from Plus Net during the last year or so.When we had problems Plus Net were of no help at all. We were informed on Friday 8th November by John Lewis , following my phone call as to when we could expect their activation , that it was being set up during that phone call,but
here we are the following Monday 11th, to find that despite the assurance,I still could not receive or send emails, this is despite a further phone call on the Friday , when I was informed that someone would definitely call me back later that afternoon ,once the problem had been identified and sorted. This left me with the only other option,to go into Southampton into the Apple store , where they sorted my Mac book, enabling me to get mail etc. However on returning home I found that my iPhone and I pad still had the problems re emails, So I will now have to go back to the apple store Wednesday to sort it.
This lack of customer care ,I had come to expect from Plus Net ,but certainly not from John Lewis , and this sloppy service will do nothing but harm to the John Lewis name.
So my decision to switch to John Lewis broadband may have been one big mistake.
Reviewer
Dennis C
Location
Cheshire
Date
06/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Moved from BT but so sorry now.
Always dropping so quite useless for TV streaming.
Stay well away
Reviewer
Les
Location
Richmond
Date
05/11/2019
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Two months after moving house and taking out a new contract they announced a 12% increase - so I gave notice I was moving. By response I received an email staing there would be cancellation charges of £163… despite this being in contravention of the Consumer Protection Act 2015, so I immediately cancelled my direct debit. I then received a bill for the month despite my account being due to close just 8 days after that bill, which was followed by my broadband being limited.. The saga is not yet finished… I've had to pay the £48.80 and have been told it will be repaid when the final bill is raised - IF there are no cancellation charges. I have advised them that any attempt to charge a cancellation fee will be taken to court … will wait and see what happens … had they not got greedy on the price increase I would probably have stayed with them until moving house in a couple of years
Reviewer
Tufty
Location
North England
Date
30/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Any company that increases its prices mid contract - whilst offering new customers a lower price is not worthy of my business. Very very disappointed that mediocre re branded plusnet is not what I expect from JL. If you phone they will cancel tithe contract and you are free to leave instead of paying the increase (whilst still in contract )
Reviewer
Cheryl
Location
Lincolnshire
Date
27/10/2019
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
put the price up mid contract yet offer the original price for new customers. I missed no payments, didn’t have any late payments ... Makes no sense to me at all, ergo gone to another provider. What happened to the John Lewis trusted name????
Reviewer
Masood Sharif
Location
Woodbridge
Date
27/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I have only been with JL a few months and moved over from Sky. I'd had Sky for 15 or so years and overall pretty good. My life has taken a turn for the worse ever since changing to this rabble. They have had several outages in the 2 months I have been with them and are gormless and clueless on the phone (but at least its a UK callcentre). They provide a router which is utter rubbish and most features it offers dont work and JL support wont help as they "dont support the router". Mine is resetting itself sometimes every 2 hours and everything disconnects when it does this. I was promised a new router weeks ago which hasnt been sent. Now they have the audacity to increase their prices and reword their "fair usage policy" which I cant escape from as Im tied into a 12 month contract and I'm only 2 months into it. Speed is excellent but that is down to the box in the street being right outside my house.
I lay the blame flatly on the router being utter and complete rubbish. I expect with a good router most of my daily problems will go away. I have been on to support and chanegd channels etc but to no avail. I work from home and this is adding an excessive stress to my already stressful job.
Reviewer
Eva Donkin
Location
Swadlincote
Date
25/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The worst possible broadband you can have! Don't even go there. I am going to change.
Reviewer
Janet
Location
Scottish Borders
Date
24/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
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.
Reviewer
Rob
Location
Yorkshire
Date
21/10/2019
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
moved from plusnet (not realising JL are plusnet!) because I fancied the free google home hub for the same fee I was already paying. various issues with the transfer, mainly down to the billing/account management rather than the connection itself. they managed to keep my number and switch the bb over with no real issues. they had given me the option for fibre extra, it turns out my line can't do that so I should never have been given the option. no problem, simply switch down to fibre... agreed 2 new contracts for fibre (which is the speed I've always received anyway) and they still show fibre extra on the account even though fibre is provisioned. not that it's a huge issue mind, since they haven't billed me other than the first payment, so 2 months free so far. they did manage to send me the google home hub too. i have been told that the account issues are down to a new billing system they put in last christmas, whether that's true I don't know. the bb and phone themselves are fine, pretty much the same as plusnet, which you would expect. hopefully at worst they will simply end up billing me for the fibre service they have actually delivered, at best, they may not get round to it at all. i never trust automated systems that are going wrong though, so keeping fingers crossed they don't start debt collection for a bill they didn't bother to collect themselves but always had the details to do so
Reviewer
Happyhopper
Location
Lincoln
Date
17/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Telephoned JL to extend my 12 m contract which was expiring. Turns out that last year when I had been advised that the account had been transferred into my name, this had not been done. This has caused immense problems. Tried to open a new account, PLus net who run JL managed to omit vital information, got my address wrong, contacted a neighbour who has committed criminal offences, got my name wrong and their attitude after having made all these issues was poor. After making all these errors they have threatened debt collectors on the old account which is not in my name. I will be closing my JL partnershipcard account and never using JL insurance again!!
Reviewer
Steve Crabtree
Location
Halifax
Date
17/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Thankfully I’m able to leave John Lewis Broadband after only a couple of months, because they increased pricing.
The amount of dropouts of service is unbelievable. It happens at least 10x a night (and that’s no exaggeration) and as I write for a website, I’m usually connected to wordpress and gmail between 7 and 10pm every night. I have Spotify going in the background, so hardly heavy usage, but those three things suffer because of the regular down times.
They use Plusnet as their provider, who I’ve used twice in the past and never had a problem with them, so it’s a bit confusing why John Lewis broadband is so glitchy and bad.
It was a simple cancellation process over the phone, the guy did ask if I’d be interested in upgrading to their fibre option to ‘avoid dropouts’ which, according to him ‘don’t happen much on standard broadband’ but I simply can’t trust them.
Is the price cheap? Yes.
Is the service good? No.
Would I recommend John Lewis to a friend? The shop I would…but wouldn’t only not recommend their broadband, I’d tell them to stay well clear.
Reviewer
David Hillman
Location
Wolverhampton
Date
15/10/2019
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with JL nearly a year now and on the whole only had a couple of downtime's but i had that with BT and Sky anyway. Speeds as good as i have had with anyone, speed test around 28 - 31 mb download which is slightly better than i got with BT and Sky. I cannot get a better speed as to far from exchange so only other choice is Virgin but there reviews are even worse so think ill stay put. Overall have been happy with JL.
Reviewer
MrRee
Location
Hampshire
Date
12/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Why oh why has John Lewis used the terrible Plusnet to deliver their Broadband? I have just left Plusnet and now realise that JL use them. I get an email today increasing my monthly by 15% after JL PROMISED to keep my £20 a month the same for 12 months! Plusnet are underhand and a disgrace, they treat customers like dirt - JL break away from Plusnet as they will drag your name down into the mud!!!!
Reviewer
David
Location
Poyntzpass
Date
10/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
KKemb
Location
Devon
Date
09/10/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Moved from Virgin to JL. As well as everything above they actually answer the phone quickly and actually get back to you if there's a problem. So refreshing after terrible service from Virgin.
Reviewer
James McMurray
Location
Aberdeen, Scotland
Date
07/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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.
Reviewer
Ilham
Location
Oxford
Date
05/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only sign up to JL Broadband if you feel nostalgic for the dial-up internet of early 1990s. It is dead slow, and their own website has not been working for the past five days. And they have audacity demanding the payment. How are they expecting payments if their own website, where you are supposed to make a payment does not work. Pathetic! They may be good as a department store but absolutely rubbish handling broadband.
Reviewer
JonT
Location
ROYSTON
Date
02/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Engineers failed to show up on 3 separate occasions and then tried to quietly cancel my order.
Customer service showed complete apathy for the situation and tried to book a fourth appointment without consulting me first and refused to re-imburse me for the days wasted.
Do not use these guys as a ISP, they are awful.
Reviewer
Joy
Location
Burnley
Date
27/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Joined in June, all ok with BB but they changed my phone number after assuring me it would stay the same.This was rectified after a week and I was told I would receive an account credit. Since then no bills produced and no payments taken from my account. No info on their website and no response to my online enquiry. Very poor and disappointing.
Reviewer
Peter Mills
Location
WINCHESTER
Date
24/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Difficult to overstate how poor my experience of John Lewis Broadband (Plus Net) has been.
Poor in all respects, compounded by extremely dissappointing customer support and service.
Leaving for another provider.
Reviewer
Richard
Location
Norwich
Date
22/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute disgrace they don’t care about you nothing but problems since August nobody is willing to help solve the problems I want to leave early will cost £115 pounds even though the service they offer hardly works they have given John Lewis such a bad name customer service is nonexistent please please stay well away from them I wish I’d have look at the reviews first
Reviewer
mick
Location
cambs
Date
19/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
customer service.....awful
Reviewer
Julia McGregor
Location
Scotland
Date
17/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have never been so disappointed in a utility company. JL BB offered us a BB package which they were unable to supply. I have been attempting to deal with this matter for weeks and today I finally realised they are willing to lie and cannot be trusted. Formal complaint made.
Reviewer
Chris
Location
Cambridge
Date
14/09/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I switched from a very expensive SKY service to John Lewis which I later found out was backed by Plusnet. My experience has been good. My costs reduced from £66.80 per month for SKY to £25 for mostly free phone calls and unlimited broadband (I now use freesat). Customer service has been excellent, bband speed is ditto (I'm close to the exchange) and I cannot fault the cost. I receive an email to inform me about my next bill and it's always accurate. I expected good, reliable service from John Lewis, and that's what I've got. Unless their prices skyrocket when my contract is coming to an end, I'll stick with them.
Reviewer
Roy
Location
Skipton
Date
05/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Left John Lewis Broadband August 2018 over thirteen months ago at end of contract. There followed a nightmare with them demanding early cancellation fees PLUS trying to take Direct Debits after account closed.
At end of OCTOBER last year I was assured (on his mother's life) that account WAS closed,I owed nothing, and would never hear from John Lewis again. Because of this assurance I chose not to refer the complaint to the Communications Ombudsman.Silly me.
August 8th THIS YEAR, 2019, I am now receiving E-mails from John Lewis informing me that I will soon be receiving a Final Bill which "will not be for more than three months services" In other words, the nightmare starts all over again. I am now retrieving all my phone conversations,E-Mails and screenshots from a backup hard drive in preparation for submission to the Ombudsman. John Lewis are at best, totally incompetent, at worst, a set of dishonest charlatans.
Reviewer
Richard
Location
Norwich
Date
25/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service ever not interested in your problem
Reviewer
Richard
Location
Norwich
Date
24/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I’d never heard of them experience is bad was told broadband going live 23 August then 29 August customer service couldn’t care at all I’ve been waiting since ages terrible service stay well away please
Reviewer
David
Location
North Devon
Date
22/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Hopeless company.
My already poor speed of 5mb/s with Bt/Plusnet/EE over 6 years dropped immediately to 2-3mb/s with JLB. It has not improved since. Of course, if you want to cancel you have to ring them up yet EVERYTHING else, including paying them money, is done online. Funny that.
Reviewer
christopher
Location
Brackley
Date
22/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If there was a no star option, I would give that! Basil Fawlty style customer service - they blocked me changing provider 3 times and when I queried it, was told that someone must really hate me!! I realise this is plusnet, but John Lewis ought to team up with a better partner. Just awful, AVOID!!!
Reviewer
Anne O'Donnell
Location
N W Kent
Date
16/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have to give one star as zero is not an option.
Reviewer
Martin
Location
Sussex
Date
06/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid. Avoid. Avoid.
The worst broadband quality and poorest service I’ve ever encountered
Service just cut out endlessly every day.. Spent 4 months trying to rectify by speaking with technical support. 8 different people suggested 8 alternative ‘fixes’. None worked. Am currently in process of transferring.
Relative also experiencing similar pitifully slow interrupted broadband. Have terminated contract and despite JL agreeing on the phone to waive the early termination fee, they’ve immediately written to an 81 year old lady demanding early closure fees.
By the way JL broadband is just Plusnet with JL fronting it
They are the worst company I’ve ever had the misfortune to deal with a recommend to avoid like the plague
Reviewer
krzemien
Location
London Chiswick / Acton / Hammersmith
Date
06/08/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
This is a promised follow up of my earlier review that can be found below (see: 2018-09-08).
In short: I do not have to change a iota of what I wrote there, I am very happy with the quality of the services provided and thoroughly recommend JLB to all.
And what's more: Except checking the whereabouts of the cashback - slightly premature on my side, as it arrived within days - I have not contacted JLB even once during this time. I just did not have to: Phone line and broadband work brilliantly well, provided router (Zyxel VMG8924 - worth checking product updates on Zyxel website directly) is very stable and is much more sophisticated than equipment that BT supplies. If it wasn't about few power cuts that we experienced in our area earlier this year its uptime would be months (typically: hundreds of days anyway).
So: I'm just paying the bills monthly and cannot believe it's nearly 12 months already.
And a bonus: as my price just went up as I left initial 12-months deal, I just got in touch with JLB only to have it restored where it was with no changes to anything else for another year. What's not to like?
To conclude - in exactly the same way as year ago:
So, I am really not sure where all the negative comments are coming from. I also cannot say anything wrong about their staff either.
I can only guess that some negative experiences may be related to exceptional circumstances: dodgy wiring etc. but perhaps also the fact that it's far easier to write negative rather than positive review.
Last but not least: I shall update this review if circumstances change - especially after first 12 months.
Reviewer
SMM
Location
North Easr
Date
02/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Terrible, been bad service since day one. Customer service and faults just fob you off. Stuck out my contract and finally move from them next week.
AVOID
Reviewer
Maximus Tummyus
Location
Lichfield
Date
30/07/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
John Lewis, via Plusnet BT apparently.
Never missed a beat since moved and stayed for another year, as they matched the cheapest price at the time, i shop around for Cheapest every year as the speed is rubbish here, So satisfaction and service get a 5*
Speed is *****, as very old line, so that's BT's fault not J Lewis'.
Reliability only seems a problem when the BT men have been up the pole, playing in the box for whatever reason, so again a BT issue, not J Lewis.
Overhead fibre strung up by BT 12 months ago, went active 1 month ago, will see what prices are like before making the decision.
Reviewer
Leigha
Location
Milton Keynes
Date
05/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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
Alek Kasanin
Location
Portsmouth
Date
26/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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!
Comments: