806 Customer Reviews over 21 pages
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- Location
- Mawsley Kettering
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
-
Dreadful customer service: "we are experiencing a higher than expected number of calls" every time. If it's all the time, how can it be unexpected?
Emails go unanswered. Dreadful service. Avoid.
- Location
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- 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
- McNeill
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-19
- Comments
-
I have been with John Lewis Broadband for 7 months and I have to say that if TalkTalk is at the very bottom of the scale in terms of 'awfulness' of service, JL is very close.
For 7 months I've been having nothing but problems. They'd initially linked me with another of their sister companies which caused problems for over a month. JL tried to blame it on Openreach and it took a number of cocky customer service workers (not to mention many wasted hours on my part) to actually accept that they needed to solve the problem.
Since then, I keep having issues with the speed dropping right down roughly every couple of months, which makes it impossible to use the internet. It takes serious hand twisting to actually get the customer service people to check what the problem is and adress it.
I would strongly discourage potential customers from signing a conrract with JL as their broadband provider.
- Location
-
- Location
- Midlands
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-06
- Comments
-
Poor set up, poor customer service (initial set up, revised set up, billing) although technical support good. Would not recommend.
- Location
-
- Location
- Midlands
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
-
My first IP was Waitrose, and now John Lewis. I have had excellent service for over eight years. The customer service team and tech support have been brilliantly helpful, and I have no problems to report.
I recommend JL broadband.
- Location
-
- 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
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-29
- 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!
- Location
-
- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-01
- Comments
-
I have had John Lewis for 4 days in that time they have tried to over charge me more than the agreed contract , the speed is poor , the laptops and I phones loose connection all the time , and it refuses to stream any device . After speaking to customer sévices 3 times they refuse to cancel contract although it is obviously useless . In short do not go near this service .
N
- Location
-
- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-06
- 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.
- Location
-
- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2014-04-17
- Comments
-
Total disaster trying to get fibre. Discovered that Plusnet who are the JL service provided is much cheaper direct! JL even mucked up doing the MAC code!
Far better than BT but not up to usual JL standards
- Location
-
- Location
- Minety
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-22
- Location
-
- Location
- MISTLEY
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-14
- 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
- Location
-
- Location
- MONMOUTH
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-26
- Comments
-
I would give no stars if I could totally useless 1MB at best
- Location
-
- Location
- Monmouth
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-25
- Comments
-
Please avoid at all costs. Despite a great initial discussion, prompt receipt of the router and notification that we were live on teh correct date we have actually had no b/b for weeks. I have repeatedly told them to contact me via landline as we have little mobile recption and funnily enough - no b/b but they insit on texting ot emailing. The only progress is when I contact them. Their staff are bordering on rude. No respect for the time or frustration of customers caused by their lack of service. They make BT look ok and that's going some
- Location
-
- Location
- Moray
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-04
- Comments
-
This has to be the worst company I have been with since TalkTalk. I have had no internet, e-mail or anything for nearly 2 weeks yet they say everything looks normal on their system. I cant cancel as I am 3 months into the contract. There must be some law that protects us customers who are getting fleeced and cannot get out of a contract that THEY are not fulfilling? A disgrace and I was suckered into it by the John Lewis brand. DO NOT TOUCH WITH AN EXTENDED BARGE_POLE!!!!
- Location
-
- Location
- Morecambe
- Reviewing
- John Lewis Broadband
- Date
- 2021-02-17
- 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!
- Location
-
- Location
- Murphy
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-14
- Comments
-
Thought I would share my positive experience. I know people who give reviews are more likely to have had a negative experience, with any company.
Have used various internet providers in moving around as a student, when I began work etc, mostly Virgin. I live alone, don't have high needs for gaming etc but do watch films on Netflix etc.
John Lewis has been a breath of fresh air. The box came, I phoned to activate it, my call was answered promptly, the call handler was easy to communicate with me, plugged it in- whole thing done in 10 minutes. Have had for around 10 months now, wholly reliable, hasn't let me down once.
Fabulous service, reasonably priced and I have recommended to friends.
- Location
-
- Location
- Nailsworth
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-13
- Comments
-
Excellent - no problems.
Best thing I ever switching from BT!
- Location
-
- Location
- Netley Abbey
- Reviewing
- John Lewis Broadband
- Date
- 2016-04-05
- Comments
-
Just don't even think about it. The service is dire, without doubt the worst broadband provider I have ever had - can't wait till the contract ends. I will be avoiding John Lewis/PlusNet/BT in future. What a silly way to trash the John Lewis brand.
- Location
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- Location
- New Galloway
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-22
- Comments
-
Drops out frequently, but their customer service is unbelievable, they don't know a ******* thing about it, shocking, AVOID
- Location
-
- Location
- New Malden
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-19
- Location
-
- Location
- Newcastle
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-11
- Comments
-
Switched to JL one month ago. Everything fine till last week when broadband stopped suddenly. I was using my own router so plugged theirs in and still no internet. They sent bt engineer on premise if it was internal problem I would be charged £65.
Broadband came after 5 days and was in house for 4hrs till finally I've said nothing wrong with their end and to contact JL stating their had been a few problems in the last couple of days with JL despite teaffic from house to openreach being perfect, and suspected JL had changed/deleted usernames or passwords which allowed access to bt network.I rang JL and advised them of this and he generated new password for me to enter into router admin pages and voila it was fixed thanks to my intervention and thoughts of the bt engineer.
However, next day I had no broadband so rang up and was told there was no issue as it was fixed. I advised the router had no broadband lights on meaning there was no traffic at all and after he read his notes said that JL had authorized bt to cease and restart the service to try and fix. Obviously the rep I spoke to forgot to update the account stating it was fixed so now have to wait 5 days for a new line, when there was nothing wrong. Absolutely useless and technical supervisors narrow minded not to accept their ineptness. Luckily I was on a monthly rolling contact so BYE bye JL.
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-04
- Comments
-
Having had the John Lewis/Plus Net service for 6 weeks and after numerous phone calls and engineer visits, a problem with the internet connection dropping out, has not been resolved and at one point I was told this is 'normal' for internet connections. I am now looking at cutting my losses and sourcing an alternative service provider.
- Location
-
- Location
- Newcastle-under-lyme
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-19
- Comments
-
Absolutely disgusting service.
The word service should not be able to be used by some companies, this being one of them. They go through the same call centre rubbish as many more.
The bottom line, they are liars and cheats.
I am contracted to receive a speed of 35mb +/- 1mb therefore minimum 34mb
After 6 months of complaining and being told it was my system I was eventually advised that there was a block on my line which had not been removed by BT.
2 months later, I am still getting 23-25mb. At each engineers visit they advised before they left that they were getting 40mb...LIARS
One more engineer visit and they then advise that the line is NOT capable of providing 34mb.
I have asked that my payments today are returned in full and that if they wish to keep my business they offer a new rate. I believe this is more than fair considering the trouble I have had, getting ANYONE to contact you is impossible...
STAY AWAY!!! This is a poor Plus Net service managed by incompetent people/systems
- Location
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- Location
- Newmarket
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-23
- Comments
-
Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.
Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.
On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.
This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.
I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
- Location
-
- Location
- Newmarket
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-23
- Comments
-
Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.
Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.
On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.
This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.
I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
- Location
-
- Location
- NEWPORT
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-31
- Comments
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SUPER FAST FIBER customer service nil,connection goes every morning,when it comes on again it is poor,contacted them,they replied back that if it was found to be my equipment or internal wiring,they would charge me £50,I have since found out they are PLUSNET who I was once a customer,left them because of there poor service,only to end up with them again under a different name ,stay clear youve been warned
- Location
-
- Location
- Newport
- Reviewing
- John Lewis Broadband
- Date
- 2019-02-12
- Comments
-
Please save yourself a lot of hassle and DON'T sign up with these amateurs. I have never been with a telephone company that has been so stressful to deal with ever right from the very beginning and until know (5 months later). It's like you call them and they say they are doing this and that on the call when in fact they aren't doing anything. There seems to be no upper level of management that you can escalate things to either on the telephone or by email, so you just end up having to get angry at the customer service rep who can't do anything for you anyway. Join them and you will see what I mean when it all goes wrong, which there is a likelihood that it will. For me unfortunately my next move is OFCOM as the head office can't seem to solve my latest problem which is being automatically overcharged every month for mobile phone calls which were part of my original call plan 5 months ago and so far they have been unable to refund the extra £50-60 each month I'm being overcharged by. Jokers!
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-20
- 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.
- Location
-
- Location
- norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-24
- Comments
-
Not at all the service expected from the reputation of John Lewis. I have cancelled set up of contract as they were unable to provide a service, unable to respond to communication within 24hours as stated and responses when finally received were inadequate. John Lewis currently promoting deals they can not cope with. Avoid!
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-25
- 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.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-30
- Comments
-
Just came from over priced BT, i have more than halved my monthly costs, but it shows why, BB speeds are dreadful, even though they say the line is fine, i was getting with BT from a ADSL line a good 7 mb DL speed and a ping of constant 29/30
Now with LJ, i have had 0.33 DL and a ping of 1403, it is up and down and isn't stable, JL is Plusnet, i tried to leave but im too late as ive just gone over my 14 days, stuck with them for a year of headaches, maybe a better router will help, as they did say theirs is crap!! avoid.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-11
- Comments
-
What a shame that Plusnet who supply John Lewis broadband is giving John Lewis such a bad name. I know from being a John Lewis customer for years and have worked for the company that they do not treat their customers like I have experienced with Plusnet over the last 6 weeks that I have been with them. I only signed up with them because of John Lewis's good name and didn't know anything about Plusnet.
Plusnet add says 'We'll do you proud' No Plusnet, you don't. A note to John Lewis: Dump Plusnet and get a broadband and phone company that can deliver the standard of customer satisfaction that we have come to know and rely on with John Lewis.
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-26
- Comments
-
Signed up for Fibre 3 times - each time money taken etc and order all in place. Each time cancelled after JL BB not being able to provide after accepting the order or because they failed to remove my details from their systems. Each time I found out by checking that things weren't happening - they didn't tell me (apart from their error in applying for a direct debit which they intimated was my fault - took my details and took initial payment but DD failed as I'd given them the wrong details which were the same as they used to take money!) The technical helpline seems ok but everything else seems terribly run. Sad that John Lewis is going the way of other retailers. Reminds me of the Building societies changing to banks scenario where profit is now key. The BB scores are because I didn't get any at all.
- Location
-
- Location
- norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-05
- Comments
-
I was with Waitrose for many years and never had a problem. Customer service was very good as was broadband speed and reliability. The change over to "Green bee" went very well and I retained my old email address and personal website URL and all has remained as good as ever it was except for Waitrose webmail which I've used for years with no problems. About a year ago I started to experience drop outs and disruption to Waitrose webmail so much so it's become virtually unusable! I recently found out after posting a complaint that John Lewis is aware of the problem
and they have now suggested I use the John Lewis webmail service? I was never informed that there are two services running and I have been tearing my hair out wondering why the old Waitrose webmail service had become so appalling! Why on earth did John Lewis not inform me and why has the old Waitrose webmail site not been closed down?
To give John Lewis their due they have been experiencing countrywide problems and their/plusnet service is undergoing a massive upgrade at present. So apart from the webmail fiasco I remain very happy with their overall service and having heard some of the horror stories about other ISP's I will remain with John Lewis.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-30
- Comments
-
Been with jl for over 4 weeks just noticed that I can only call out from house phone and not recieve calls today payed my bill one day late considering they give u 14 days to pay , as soon as I payed they cut me off ...., I'm really annoyed as my husband uses the phone for his business so u can imagine how many calls we have lost , however today been trying to call JL from 3 and each time I've call been on hold for 30 mins so gave up then rang at 5.30 bear in mind they close at 6 I was on hold till 6.45 really disappointed with the service so will be on phone first thing in morning , fingers crossed I get it sorted xx
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-11
- Comments
-
2 months, 12 hours on the phone to the helpline, still no fibre broadband. They have told me it was accidently cancelled 3 times, it is always someone else's fault, lots broken promises, excuses and blaming on new inexperienced staff. I love John Lewis but if you actually want fibre broadband then be prepared it may not actually happen.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2022-10-14
- 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.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-09
- Comments
-
Switched December, lost DSL service. Kept cool BT Openreach problem. JL limited in what they can do, I understood customer service and tech support depend on Openreach to sort all issues. Took a week for Openreach to send engineer, fixed within hour cause was Openreach fudging wiring in Exchange. Not happy with just refund for lost service as this was not a fault but human error by BT! JL agreed, and credited account to compensate for loss of services eg streaming TV\sky on demand, Xbox and mobile data used while down. Staff polite and as helpful as they can be understanding they cannot fix issues of BT Openreaches causing. I get full 8.1mb sec from DSL, can't offer fair comment on reliability but assume as good as BT wholesale in general.
- Location
-
- Location
- NORTH CERNEY
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-11
- Comments
-
DIABOLICAL CUSTOMER SERVICE!
Over the last week I have had cause to phone John Lewis Broadband helpline on numerous occasions and have experienced response times ranging from 25 minutes at the best to 50 minutes at the worst. How John Lewis can equate this with their customer service values baffles me.
- Location
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