806 Customer Reviews over 21 pages
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- Location
- Leatherhead
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-26
- Comments
-
Switched from Waitrose to John Lewis broadband only (no phone line) about 2 years ago. Sorted initial problems problems using wifi booster. Phoned to cancel yesterday and was told there would be a cessation charge and they would need to disconnect my phone!! When I queried cessation charge I was threatened with a debt collection agency! This was my first phone conversation with them. I was disgusted at the rudeness of the person I spoke to. Asked to speak to a manager but was left on hold. Phoned back to speak to another person and was told services would be cancelled in 15 days but the website account has been closed and cannot email complaint to JLB. Feel so let down by the John Lewis name and reputation.
- Location
-
- Location
- Leeds
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
-
I wish I had seen these reviews prior to placing my order. Absolutely disgusted and let down by John Lewis Broadband. I agreed to switch in January with a commencement on 13th Feb for phone and broadband, keeping my existing phone number. They told me on 31st Jan that my phone was live which didn't make sense to me as the phone was still with my existing provider. That was when I found out that fibre didn't mean fibre - it meant phone line and I had two numbers running and was being billed for that. I have spent hours listening to the music reel on the helpline trying to get my old number back - they promise a date and then nothing happens, they promise to call me back and don't, they don't respond to written requests. I lost patience yesterday and cancelled the whole thing due to their breach of contract, they are charging me £102.50 for the pleasure.
- Location
-
- Location
- Leeds
- Reviewing
- John Lewis Broadband
- Date
- 2021-04-27
- 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.
- Location
-
- Location
- Leicester
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-29
- Comments
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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"
- Location
-
- Location
- Leicester
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-28
- Comments
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Absolute disaster thought I was going with a John Lewis product but turns out that John Lewis Broadband is a seperate company and what's worse JL don't care if they give poor service and turn a blind eye. It is impossible to escalate a complaint. So far we have been cut off, missed appointments, super slow fibre and a faulty phone line which I feel will never be resolved. The icing on the cake is that one of the engineers broke my front door. John Lewis and JLB say it's nothing to do with them so we have now got to deal with BT who frankly could care less. I feel that the hole thing is a breach of trade descriptions by John Lewis.
- Location
-
- Location
- Leicester
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-29
- Comments
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Very bad customer service. The staff don't seem to know what they are talking about - seem to be getting different information every time I contact.
Took money for installation and promised a refund within 3 days- still no refund 10 days later. Took money for broadband even though the subscription hadn't yet started. When cancelling the subscription told 3 days by one member of staff, then 21 days, then told I would receive a refund via cheque.
Very quick to take money without actually providing a service to the customer. Poor.
- Location
-
- Location
- Leicester
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-06
- Comments
-
Without doubt absolutely the worst broadband I have ever had.Granted I am still within the 10 day start up period but it crashes regularly, it is unbelievably slow and if I try and use more than one device at the same time then they are both useless. If it doesn`t improve after the 10 day period then I will cancel.Don't go near JL broadband.
- Location
-
- Location
- Leicestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-03
- Comments
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The actual broadband service is not too bad for the money. I just find them a pain to deal with through customer services. I simply want a vat invoice or vat number but they keep fobbing me off saying I don't need one as i'm a private customer. I'm self employed and pay VAT? This is simply BS. Anyone can ask for a VAT invoice at any retailers in the country. I just wonder if there's a VAT fiddle going on here? .. and we can trust corporates to pay all their taxes cant we?
- Location
-
- Location
- Leicestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-02
- Comments
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Given the low ratings for all major providers on here you would probably never switch from a problem free provider no matter how much they put up prices if you only read the bad reviews on here.
My experience of JL fibre ISP. Worked without a hitch with my high end ASUS router when changing the basic connection address and password. within a week easily hitting well above (75 MPS) minmimum speed (40MPS) even using a 128 bit VPN tunnel from the router client VPN setup.
8000 Avios did not track within 5 days (thats an Avios issue not limited to JL) but a quick email to Avios to add manual track and the 8000 Avios arrived on time. 8000 Avios should easily be able to be redeemed at 1p per Avios so 8000 Avios worth a minimum of £80.
£75 John Lewis Voucher arrived with stated timescale. Check.
overall very happy with JL broadband.
- Location
-
- Location
- Leicestershire
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-22
- Comments
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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!
- Location
-
- Location
- LEICESTERSHIRE
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-16
- Location
-
- Location
- Leighton Buzzard
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
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Failed to take first direct debit cut off service within an hour of email stating there was a problem. I rang reconfirmed direct debit details. I was told everything ok. Direct debit still not taken. I then get email threatening debt collectors & phone cut off at same time. Forced to make card payment for their incompetence. I thought BT was bad! John Lewis this is damaging your brand.
- Location
-
- Location
- Letchworth
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-12
- Comments
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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.
- Location
-
- Location
- Leyland
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-29
- Comments
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I Chose John Lewis Because I knew i would get decent customer service .There is no way i would do BT,Virgin or Talktalk after trying to get through to their customer services ,1 hour on hold , a light hearted conversation with a robot which quickly escalates into a serious argument ,with a robot ,because after a brief interrogation it wil not accept my mothers aunties grandmas middle name .Whoa betide you customer services when i finally speak to a human.
Anyway had a slight problem on activation day ,ran customer service ,Pressed one button and "Bingo " A Human Vice ,
Thank you for treating me like a customer
PS> Broandband is decent too.
- Location
-
- Location
- Lichfield
- Reviewing
- John Lewis Broadband
- Date
- 2019-07-30
- Comments
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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.
- Location
-
- Location
- Limehouse
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-02
- Comments
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On hold for an hour for the second time this week. Have only been a customer for 5 weeks and really regretting switching. Customer service is non existent - had to threaten reporting them to Ofcom over a billing issue - and now have now service for the last 24 hours. John Lewis need to review this partnership before it damages their brand.
- Location
-
- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-23
- Comments
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I changed from Plusnet to John Lewis, so it's effectively the same internet provider. I had doubts because of the bad reviews, but most of the issues I've had have been minor and temporary.
I don't know why they ask you to choose a changeover date, because that passed with no explanation of why there was a delay, just an apology for the delay. Then I got emails and texts out of the blue to say my service had switched.
So far, 2-3 weeks in, I'm fully switched and consistently connected and my speed is slightly faster than I had before with Plusnet.
The issues I had were with billing, the switch date and contradictory emails. I was billed for the first month despite having already paid for it upfront, and they took the payment out of my bank (to be refunded later) rather than cancelling the bill. JL really need to sort that out as it seems to be a known issue. I was also sent emails/texts saying both that my home phone had successfully switched and that my home phone was due to switch in 2 weeks. I already mentioned the switch date delay.
I am pleased that my service is better than the reviews give a picture of -- though the service could vary for others depending on lots of factors.
As it is now, I'm happy with it. The speed is faster than what they actually offered me, the customer service (online) has been ok, it's been reliable so far. And it's cheaper than Plusnet but with more features (free caller display and evening and weekend calls included). As long as it carries on like this, I'll be pleased with my choice of provider.
- Location
-
- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-14
- Comments
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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.
- Location
-
- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-25
- Comments
-
Switched from BT and I really wish I hadn’t. Having had 31MBPS consistently from BT I now get 6-9 MBPS from John Lewis. Two phone calls to John Lewis technical support got me nowhere - then get passed around the order department, back to tech support and back to orders. They can see there is a fault on the broadband, which they tried to blame on my equipment. Then they claim they can’t find my landline. And still I get slow broadband. Appalling service.
- Location
-
- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-17
- Comments
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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!!
- Location
-
- Location
- Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-27
- 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????
- Location
-
- Location
- Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-02-21
- Comments
-
Cannot believe the poor broadband speed. Made mistake of changing from BT (great speed, poor customer service) to JL broadband and am regretting my move. Now stuck for 12 months until I can change back. I would not recommend JL at all.
- Location
-
- Location
- Lincs
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-17
- Comments
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I signed for JL broadband on Feb 1, its now Feb 18 and I still don't have a reliable connection. I don't feel I've any chance of getting one. Do not sign up for this service, you will eventually lose your mind....
- Location
-
- Location
- LIPHOOK
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-31
- Comments
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After having no problems for 8 years, we decided to switch to JL,and we received a welcome pack & new router.10 days ago we were informed by text we had been switched, both phone line and broadband,but not switched but obviously disconnected....!! Phone went off and broadband off.
No phone line and still no broadband,all over the BH weekend too.
They are really poor at customer care and attempts to resolve this is falling on deaf ears.
Multiple calls and emails from us, at great inconvenience and still nothing!
They blame Open reach who have already come out and tested everything, and cannot find a fault but accept there is no signal into the house. They went up the pole and checked, and the engineer said they have switched over , but .....to someone else.!!!!!!!
So we currently still have no phone or broadband, no online banking, online utilities etc etc. No contact with family or access to facetime, without standing in a supermarket doorway using their wi fi !!!!
Its a third world service and completely unacceptable. There is no continuity of personnel, no updates,just nothing!!!!!!!!!
Don't use this company JL I will not be shopping there anytime soon.
Just disgraceful.
- Location
-
- Location
- Liss
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-11
- Comments
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I made the switch a couple of weeks ago as BT so expensive now. Seamless transition despite a problem with BT having my postcode wrong which delayed JL picking up my account. Phoned the JL hotline about 4 times to check that BT was sorting things out and every time the call was answered promptly and by knowledgeable staff. After trying to do a deal with BT to improve their pricing they finally matched the JL deal a couple of days before my transfer, but I’m glad I told them to get lost as I’ve doubled my download and upload speed and the new router does not need rebooting every few days, which the BT one did. Very Happy. New Router worked as soon as JL sent email to say it was ready.
- Location
-
- Location
- liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-01
- Comments
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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
- Location
-
- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-10
- Comments
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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.
- Location
-
- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-02
- Comments
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I am extremely dissatisfied with the service received since switching to John Lewis for phone and broadband.
After a catalogue of errors setting up my service, I was without broadband for five days, and have been without a working phone for 5 months. I had to make almost daily calls to try to resolve the matter.
Five months later, after repeated attempts to get my telephone line working again which has been off for four months, I still have not been given a timeframe it will be working.
The speed is also very slow, again this has not been resolved.
Responses from JLB (Plusnet) have been very disappointing, following escalating the complaint.
I believe most customers do not know the real level of service that they are buying, assuming they will get excellent customer service, as I did. The service is provided by Plusnet.
Sadly this is very far from the case and I would strongly question where review companies and Which? took their initial data from.
- Location
-
- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-01
- Comments
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I ordered this a month ago. The delivery date was two weeks ago. I had to ring to ask where it was.
The guy said he would send a router immediately but refused to start the Broadband so I could use an existing router.
The router arrived, so I rang to ask them to start the broadband. Apparently they have no record of an order.
It will take another 4 days.
I think the problem is PlusNet but who knows.
- Location
-
- Location
- ll545nn
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
-
Absolute rubbish
- Location
-
- Location
- Llanwrda
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-05
- Comments
-
Switch over was easy and price was good, unfortunately broadband and WiFi is much slower and unreliable than BT, customer service told me it was a good speed?? Not happy product is not what they advertised after being a big John Lewis fan for years, really felt let down.
- Location
-
- Location
- Lochinver, Sutherland
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-12
- Comments
-
Still in the process of getting connected. Just received an email referring to 'my Query' (plus ref number) re have I received my router ?. I didn't submit a query - turns out 'my' query was generated by them. The email then asks me to confirm receipt 'by replying to this message'. Two lines down it says 'We're happy to hear from you, but instead of replying to this email please use "Contact us"' (with a link elsewhere.)
One minute later I receive another email saying that since they are unable to answer my Contact Us Query it is now on hold for 3 days.
Like something out of Kafka. The Tech lad I phoned was blissfully unconcerned.
Do John Lewis know their hard earned reputation is going down the toilet, as a result of this ill-advised diversification and the use of third party provider ?
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-16
- 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.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-09
- 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.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-06
- 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.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-11
- Comments
-
I never usually write reviews but JL broadband had such abysmal service. It took nearly 2 months for JL to set up my broadband and landline provision even though it was supposed to be a simple port over from my previous supplier. This left me with no internet service for over a month. I had to keep chasing them to find out what was going on and each time I got a different excuse. Twice my order was mysteriously cancelled mid way through the process! Although polite, he customer service staff didn’t have a clue about what was going on.
I’ve now gone back to my previous provider even though JL have the gall to charge an early termination fee! . Will never use them again.
- Location
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-11
- Comments
-
I was with sky broadband and it was getting more expensive each year, so changed to john lewis, reputable company, massive mistake. The internet is awful, every day there is an issue. Have reported it severally, apparently it is not their fault it is BT, yet I never had this problem with Sky. Looking at the reviews from people, it is obvious I am not the only one. Fortunately, my 12 month contract is over and I am switching. They havent even offered compensation for the abysmal internet speeds. The poor speed has affected my business and studies. Please - if you regularly use the internet and need normal to high speeds for viewing videos or sending and downloading documents, then do not go with john lewis broadband.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-02
- 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.
- Location
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2022-02-01
- 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).
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-22
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
John Lewis Broadband are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and John Lewis Broadband.