806 Customer Reviews over 21 pages
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- Location
- UK
- Reviewing
- John Lewis Broadband
- Date
- 2022-07-02
- Comments
-
Apart from the obvious the speeds I have now understood why I was offered so much and received so little in the way of fine Lewis service, it seems to me living in a block of flats that I am not the only one receiving broadband service from my account, I explitively said I do not want the account to be written up as the blocks account, working from home our office wants and needs the professionalism that individual fibre into your home not the block and then disseminated amongst the residents who got to t
City Fibre first as it came in off the street directly into a private home and dished out from there, not my private home someone else got the ONT box directly into there flat it's no wonder business has tailed off, I'm just wondering how I hold Lewis accountable this is account service theft on an unimaginable scale if this is why you can only get John Lewis Broadband down a copper wires ie: the telephone landline they are garnishing extra customers by dividing your individual account service.
How do we know ,by the new doorbells appearing next to the outside intercom box whilst the recipients ditch the doorbell cable that's already buried in the block for stolen broadband and installed a dodgy little bell outside next to the intercom.
The installers in a grey van..
- Location
-
- Location
- London Chiswick / Acton / Hammersmith
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-06
- 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.
- Location
-
- Location
- London Chiswick / Acton / Hammersmith
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-08
- Comments
-
Driven by flood of negative reviews seen here, and my (short so far) experience with JLB, I decided to write my own review as our experience with them so far is very positive.
Context: We just migrated off BT 80MB (then, now it's 66MB only, I think?) Fibre and telephone service.I had been with BT for 7 years, moved house three times [South East & London] taking them with me every time and had no issues with them at all except once, when they were not able to move me as they had internal issues with their CMR and they just let me go then allowing for new (nice) deal to be put in place. Broadband and telephone service was operational at all times and I never had to contact them about any technical issues either. So my worry when we decided to move was that we will effectively break something that works splendidly well (although for a price): We decided to move based only on the extortionate price we had to pay - with JLB our monthly price is effectively less than half now.
I ordered JLB Broadband & telephone service on 22/09 online - got migration date as 05/09 couple of hours later(contractual two weeks). Zyxel router turned up couple of days later and replaced BT Hub on the day of migration. Phone line has migrated early in the morning, with broadband following few hours later. As I was at work then, I just checked with JLB that all is good and witnessed the same once we got back home in the evening. Router was operational, and it was just WiFi / Ethernet configuration that I had to do. And that was it.
Needless to say that all these steps were followed up by text messages & e-mails.
So it's 72 hours for us just now: telephone service works as it did, broadband speed is exactly the same as it's been before. The only extra thing I did myself was to voluntarily upgrade the firmware in the provided router - and fiddle with its settings.
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.
- Location
-
- Location
- Ringwood
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-24
- Comments
-
Terrible customer service. Delayed installation of broadband for over a month so ended up cancelling and going with another provider.
- Location
-
- Location
- Wales
- Reviewing
- John Lewis Broadband
- Date
- 2022-04-21
- 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
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-09
- Comments
-
Words fail me. I have had terrible service and even worse "customer care" from JL. Don't go there. Life is too short..
- Location
-
- Location
- Windlesham
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-12
- 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.
- Location
-
- Location
- Potters Bar
- Reviewing
- John Lewis Broadband
- Date
- 2021-02-02
- 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.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-02-05
- Comments
-
If you're considering moving to John Lewis broadband because of the brand reputation for quality and customer service, THINK AGAIN. The move into phone and broadband must have been a disaster for JL and if I was in charge of brand I'd be getting out as quickly as possible. As their customer I will be getting away from them as quickly as possible. Service is AWFUL. Response to dealing with problems is AWFUL. Yes their call centre is based in the UK but I've seen more competence from call centres everywhere else than I've had from John Lewis. And it's only possible to get them on a free phone number, fine if you've got a landline but if they've cut off your landline and you're calling from a mobile you'll spend a fortune. Which they won't refund you for. To sum up JL broadband in three words: AVOID. AVOID. AVOID.
- Location
-
- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2019-07-05
- 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.
- Location
-
- Location
- Ramsgate
- Reviewing
- John Lewis Broadband
- Date
- 2021-04-15
- 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.
- Location
-
- Location
- Richmond
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-05
- 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
- Location
-
- Location
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-06
- Comments
-
I moved to John Lewis broadband from Plusnet to take advantage of their first year discount. They transferred me three weeks before the agreed date, (and before my Plusnet contract had ended), and have double charge me for my first month. I have tried to contact them using their website for over a week ( as I didn't want to wait half an hour on the phone) and despite claiming a 24 hour response time have received none. I even logged a complaint about poor service and have received no reply. Like other users, I am amazed that John Lewis have compromised their brand name with such poor quality service.
- Location
-
- Location
- North east
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-04
- Comments
-
Ordered the fibre then read some pretty negative reviews so was very anxious. Switch over day arrived and I called customer services once. They had to turn something on at their end that should have been done and all worked fine. 5 minute call in total. 3 weeks in we've had no problems.
- Location
-
- Location
- East sussex
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-20
- 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.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-18
- 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.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2022-06-09
- 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!
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-21
- Comments
-
Have left today and what a difference! Had ongoing problems, John Lewis sent me a replacement sagecom router, terrible, never worked, dropped out, had to change channel continuously to get it to work.
Opened a ticket for reporting a fault, five weeks later, still no proper internet service, luckily was out of contract so changed to EE. Just today I can run Netflix, my iPad and you tube for the first time in months. Got a measly £15.00 compensation from JL and had to fight for that. Very very disappointed. John Lewis your poor broadband is trashing your good reputation - I would do something about it if I were you!
- Location
-
- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2014-11-28
- Comments
-
For the higher price we expected a better customer service from John Lewis however the service is no better than a much cheaper provider. Yes you speak to a uk call centre but only if they answer the phone - after about 5pm it will take an average of 13mns to get an answer. Overall all companies seem to be the same -at the mercy of Openreach and therefore you should just choose the cheapest provider.
- Location
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-30
- Comments
-
Changed from existing provider to John Lewis Broadband as on paper seemed better value for money. However, this was not the case. Paid by credit card but John Lewis Broadband, delivered by Plusnet, failed to undertake the transfer. They were being upgraded. Repeated contact with different call centre individuals resulted in no real action. Then realised with John Lewis directly, and refund was obtained by cheque. Another delaying tactic.
Advice AVOID AT ALL COSTS - poor practice, unreliable in service terms and not value for money. In short John Lewis' broad band is being delivered by PLusnet who are giving the retail chain a poor name, reputation and image.
- Location
-
- Location
- York
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
-
If you rely on your internet for work then don't go with John Lewis. We have had nothing but issues for the 8 months we have been with them. The initial connection was painful with no communication.We frequently have drop outs and the speed despite being on fibre is pitiful. It is affecting our ability to do work at home now.
- Location
-
- Location
- Vale of Glamorgan
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-05
- Comments
-
Like others below, had trouble after 15 years trouble free. Charged twice in error. Refunded and given £15 for the trouble so all ok now. Would have been 5 stars all the way 3 months ago but they are now sorted. Reliable once up & running. I recommend this provider.
- Location
-
- Location
- Mayfield, East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-21
- Comments
-
We were so sick of BT that we stupidly agreed to pay over sixty pounds a month for fibre optic broadband, what a complete disaster! They sent the cheapest router, their own engineers told us that. They NEVER answer the phone, we have poorer signal now than we did in a 1 meg area, can't even shop online. When you finally speak to customer services they can only transfer you to technical support, how many days to I have to spend on the phone getting nowhere? We have been duped, we paid for branding, John Lewis sold us out to Plusnet. Can't even cancel without being screwed. So angry.
- Location
-
- Location
- Dumfries
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-01
- Comments
-
Been with them for nearly a year. No problems switching. Moved house recently and took only 6 days to connect phone and bb with no hassle whatsoever. Plus net took over 2 months with many calls to sort it and refund overpayments. Very very satisfied and would recommend
- Location
-
- Location
- Crowborough
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-27
- Comments
-
Quite an unbelievably bad service all round. Shocking broadband connection. Appalling and aggressive customer service. Incompetent resolutions team. Still sending threatening debt recovery letters (latest one for £3) despite having had the case ‘closed’. Our household, family and friends will never shop with John Lewis again because of this.
- Location
-
- Location
- RG31
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-15
- Comments
-
I signed up for Fibre broadband with them a month ago and to date still no service. I have had a clueless BT engineer turn up, have spent hours on the phone with the Plusnet customer support and have been given a modem and am now on the second router. Still no service. Have now given up and will try to get my money back and go with Virgin.
- Location
-
- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-23
- 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!!!!
- Location
-
- Location
- St Albans
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-25
- Comments
-
I went with J Lewis as their customer service is normally excellent and they're a great British brand, oh how wrong I was! Speeds were slow then Router stopped working within weeks but they sent a new router quickly so I thought that was it, all would be great from then on. How wrong was I.
Repeated emails and calls to JL have not helped me with the terrible or non existent internet connections. Constant drop out, speeds of 1.3, pings of 1200 plus. Buffering and unable to watch a film all the way through-ruddy useless service.
Polite customer service but absolutely useless to me when they can't sort the problem. I have emailed a few times, spoken to various people who all tell me to " plug into the test socket with a wired connection then see what the speeds are". Or, they'll do something on the line to increase speed-it doesn't. One said, "where is the router" I replied " in the kitchen", Ahh i'ts near the microwave that's the problem!! Oh give me strength!! Paying £20 pm for absolute rubbish. Didn't go with them for the low cost but for the JL customer service.
I'm going to complain to the chairman and tell him to look at these reviews
Avoid.
- Location
-
- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-05
- Comments
-
Worst ever.... I have been on phone waiting for their customer service for more than a hour. I chose John Lewis broad band because of their coustomer services in their department stores but I’m quite sure their broadband hasn’t got anything to do with that!
- Location
-
- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-04-19
- Comments
-
AVOID John Lewis, I really wish I had read the reviews before I signed up, I have been with them for 2 weeks and still no broadband connection and now they have the cheek to up the prices for the phone by £2 per month despite me having a contract saying I had signed up for a year at £13.30. UP to now I had always shopped at John Lewis but no more, this has totally ruined my faith in them.
- Location
-
- Location
- Berkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-06
- Location
-
- Location
- Berkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-07
- Comments
-
I can’t comment on the speed and reliability however I can give customer service zero stars. Switched over and 5 days later still no broadband. Customer service unhelpful and then I receive an emailing telling me they are delighted to credit me £2.80 for no service. Wish I had read all the reviews before switching.
- Location
-
- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-06
- Comments
-
We have hated dealing with John Lewis Broadband. Foolishly we expected a high level of customer service because we have been used to this in JL stores and thought (after a terrible experience with Virgin) that John Lewis Broadband would at least be reasonable to deal with. BUT we have consistently had obnoxious young men on the end of the phone and the broadband service itself has often been poor. The lack of basic politeness over numerous calls has been quite shocking actually. And they aren't upfront about charges… so we've just been stung for £25 for cancelling the service because we're moving house and not switching to another provider at this address. If you're reading this thinking about using JL, don't! ALthough we have no idea who to switch to since poor service appears to be an industry standard.
- Location
-
- Location
- Farnham
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-08
- Comments
-
I've been on the John Lewis Fibre Extra package (76Mbps) for little over a year now. The only fault in that time was at the beginning when I wasn't getting the speed I had expected (fast, but not fast enough). It took a couple of visits from an engineer to address the issue, but John Lewis didn't give up in their attempt to deliver the maximum possible speed for me. English speaking staff, regular online status updates and prompt action (as opposed to other broadband providers I've been with) put John Lewis out on top.
Apart from the little hiccup at the beginning, the speed has been consistent throughout the year and I've had no unexpected drops in my connection.
Good customer service is a must for me and I'm willing to pay a little extra to get it - shall be renewing my contract today.
- Location
-
- Location
- KENT
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-06
- Comments
-
All, I have read most of the negative reviews stating some real challenges and it must be frustrating. However my experience has been the complete opposite. Signed up, new router arrived or be it broken and new one sent straight out and the service for me has been really good. Just as fast when measured compared to my old SKY and BT accounts. I also signed up and got a STATIC IP for £5 not too bad.. Enjoying the service and speed. PS the ZyXEL Router (WITH THE LATEST FIRMWARE) Actually outperforms my old SmartHub on 5G :) Nice
- Location
-
- Location
- Cambridge
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-07
- 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!
- Location
-
- Location
- Fife
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-18
- Comments
-
This service was okay to start with. (I joined on the basis of good service) Had problems with continual drop off for a week. Got through to the help desk, once, after waiting for 30 minutes. Supposed to have been fixed. Still have same problem. Tried to call, 4 calls totalling more than 1 1/2 hours. No response. Do not bother unless you just like listening to 80's pop music (must be aimed at there target demographic, or cheap like the service) How can they rate themselves as good. Will change provider as soon as possible. Seriously bad service.
- Location
-
- Location
- East Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-19
- Comments
-
Decided to leave BT as prices are getting silly, particularly for loyal customers.
Switched today - and this was totally seamless, not one problem. Router delivered 2 days ago. So far, very good, and have not even had to phone JL customer services. I am not particularly IT savvy, so if I can do it, anybody could!
- Location
-
- Location
- Lancashire
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-16
- 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 :-(
- Location
-
- Location
- Coventry
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-04
- 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.
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