806 Customer Reviews over 21 pages
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- Location
- North Devon
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-22
- Comments
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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.
- Location
-
- Location
- North Easr
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-02
- Comments
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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
- Location
-
- Location
- North east
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-04
- Comments
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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
- North East
- Reviewing
- John Lewis Broadband
- Date
- 2014-10-24
- Comments
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I wish I had read the other negative comments before I signed with John Lewis Broadband as my experience echoes theirs. OK at first, and then when the connection started dropping-out, so did the customer service. All the things listed by other users I experienced: broken promises; engineers not turning up (at all); compensation promises renegaded on and so forth. I chose John Lewis because of their reputation, as a brand, for customer-service and I think that 'their' broad-band is likely to do them considerable reputational damage. Do not sign up to this service (especially at the 'premium' price which they charge - it is a disaster).
- Location
-
- Location
- North East
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-09
- Comments
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Ordered the service, then needed to contact to ask questions. Support atrocious (we don't think email is reliable so we use issues log).
Cancelled the service (with their 'log') on 26th April, still being bothered into May. Complained 4 May, received even more sms's, emails and finally a message saying they have sent the router on 9th May.
HOW USELESS? VERY USELESS
- Location
-
- Location
- North England
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-30
- Comments
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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 )
- Location
-
- Location
- North Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-25
- Comments
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I don't know if their internet service is worse than anyone else's, but the complaints service is the worst I have ever come across. They make all sorts of promises to you over the phone that they rarely if ever keep. My problem which I reported 11 days ago is still not fixed. They have so far promised me 4 times that someone will call me back to discuss my technical problem, but on one ever has.
They send you an email in response to your complaint, but note this: if they were professional, this email would summarize the complaint and tell you when you could expect to have if fixed. However, the email says nothing about the complaint, all it says is that the complaint will be automatically cancelled after 11 days – whether it is fixed or not!
I have asked several times to speak to a manager, but no manager is never available. If I say I want the problem fixed, they say they can't do in now and I have to wait.
The router is very poor and doesn't work through brick walls.
The speeds are sometimes very low and no amount of complaining makes any difference.
They seem to work in the principle that if they mess you around for long enough you will stop complaining and then they won't have to do anything.
So the bottom line is: all they ever do is to lie to you and give you the run-around. AVOID AT ALL COSTS!
- Location
-
- Location
- North Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-12
- Comments
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Switched to JL Broadband and can't wait for contract to end. Continually dropping service, slow speeds. Had same devices/usage with previous provider and no issues before, so why now? All engineers keep saying is everything looks good on the line and want to send someone out but if no fault found they'll charge me £50
- Location
-
- Location
- North Wales
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-13
- Comments
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My phone line and broadband has been down since December 23rd.
We can ALL give good reviews when things are going right.
I can truthfully say John Lewis Broadband have been nothing less than FANTASTIC. They have kept me informed by text and phone most days, with accents I can understand, not some foreign voice gabbling at the speed of sound.
Thank you all who have helped. I salute you
Openreach are the problem, I was off last year from Christmas day for 6 weeks, this was before I joined John Lewis. The service I received from BT was atrocious. The lies and rubbish I was told ranged from underground cable to council dragging their feet giving PLANNING PERMISSION to repair a telegraph pole, an insult to my intelligence.
John Lewis is without a doubt the beast server I have been with EVER.
thank you all at John Lewis Broadband, for you courteous, caring, service. I will be renewing my contract with you. The problem is with Openreach management not John Lewis or the engineers, who were mostly (not all) great
- Location
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- Location
- North Wales
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-14
- Comments
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Broadband not working for 12 days so far. The service has been truly appalling. The engineer has failed to attend for the third arranged inspection today. John Lewis request a BT engineer to attend and if this was the only problem I would not be giving a negative review, despite the three missed appointments. However, there have been other issues re long periods waiting on the phone, incorrect info being provided, calls not returned and matters not been followed. I am sick of speaking to this company.
- Location
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- Location
- North wales
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-09
- Comments
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Omg john lewi broadband & phone set up brandband for my new house last week and promise me that it will be all set up on this Saturday the day I'm moving in so I wouldn't be without Internet the guy that I spoke to on the phone for over an hour told me that he had a problem with his payment system and if it hadn't have gone out my account by by the next day he would call me back and go through it again but I had no phone call it was still pending in my bank till this morning so I called then back up to find out there was no record of me on the system all the passwords all the security checks everything that I set up nothing my phone numbers not there any emails not there nothing so now I'm in a situation where I'm going to move into a property with no phone and broadband setup so I said I wanted to speak to a manager and making a formal complaint about the guy that I spoke to and their system then he avoids me but I couldn't making a complaint because I'm not on the system I haven't got an account so annoyed it is not the word
- Location
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- Location
- North West
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-01
- Comments
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I have just left John Lewis (June) and my main complaint of many I have, is with the cash. Whatever deal you strike with them, on every anniversary it is removed and you have to renegotiate it and get your refund. Having got the refund, twice now the refund was ignored and reinstated to my account. Now I've left I don't suppose I'll ever get back to my original deal and get my refunds. Watch this company they delight in adding bits of charges to your account and then you will waste a day on the 'phone to sort it out. It has got worse in the last year, I wonder why?
- Location
-
- Location
- North West
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-11
- Comments
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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
- Location
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- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-05
- Comments
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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!
- Location
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- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-22
- Comments
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Ordered John Lewis after BT put their prices up. Can’t fault the service, couldn’t connect at first but a quick call to their Helpdesk and it was quickly sorted.
- Location
-
- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-22
- Comments
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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.
- Location
-
- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-02
- Comments
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No router received by switch date and have been told it will take 3-5 working days and until then no broadband. What a service!!!!!
- Location
-
- Location
- north yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2021-02-08
- Comments
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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
- Location
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- Location
- Northampton
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-13
- Comments
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Complete rubbish. It's like being on Dial up again! Will not be renewing
- Location
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- Location
- Northampton
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-17
- Comments
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Shocking from the start, delays to my installation then the speeds were below my minimum guaranteed speed and always dropping out going hours with no internet. AVOID
- Location
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- Location
- Northants
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-22
- Comments
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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.
- Location
-
- Location
- Northern Ireland
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-07
- Comments
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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!
- Location
-
- Location
- Northumberland
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-06
- Location
-
- Location
- Northumberland
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-10
- Comments
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No complaints at all about John Lewis Broadband. When I moved into my house I had a series of problems with two other broadband providers and Openreach which twice failed to come to install a new line. So I cancelled and made do with 3g.
12 months ago I decided to try again and obviously I was dreading it somewhat. I signed up with John Lewis and the shop where I worked at the time decided to switch to them too.
Everything went without a hitch at home. New line installed, the speed was higher than predicted. The work premises were switched over without a hitch too.
However after a year I've decided to leave due to the large price increase at the end of the 12 month contract. I looked at the website to see what was on offer, but nothing satisfactory. I can get fibre elsewhere for less than I'm paying for standard broadband.
It's a shame that satisfied existing customers are forced to do this and that loyalty is rewarded with uncompetitive charges!
My line is Openreach so I'm hoping whoever I go with on the existing line it will be much the same.
- Location
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- Location
- Northumberland
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-09
- Comments
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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.
- Location
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- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-27
- Comments
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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.
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-23
- Comments
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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
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-10
- Comments
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Well it would be minus all round. Trouble from 1st day. Tried to change our home phone no, after several calls to them we were told "sorry you should have been asked if you wanted to keep number too late now it's been allocated to someone else by BT . Weeks to sort this out, as a business we had to keep our number.
Next problem trouble with router hours on phone even being told to unscrew main BT socket. Apparently our phone line at fault -no it wasn't and so it went on. Even had a BT engineer turn up who said they have had numerous calls re this broadband service and on his log it even had a note that the manager had visited us. Not true.
Had our user name wrongly spelt again several calls to correct this.
Today unable to log in to try and get printed bills for accountant and as usual can't get through on phone.
Don't use this service & please read all reviews
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-24
- Comments
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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
- Location
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- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-22
- Comments
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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
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-25
- Comments
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Worst customer service ever not interested in your problem
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2015-03-14
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-12
- Comments
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I originally had Waitrose broadband as an original customer 15 years ago and never had a problem I have had my email address all that time . Since the company moved over to John Lewis broadband and plus net it is diabolical
None of my messages deleted off main server even though I have removed them and I have over 2000+ messages sat there and won't go . Response from customer services poor ..no one will help this is 4th time I've raised and I can't get any email at all just spins all the time !
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-12
- Comments
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I originally had Waitrose broadband as an original customer 15 years ago and never had a problem I have had my email address all that time . Since the company moved over to John Lewis broadband and plus net it is diabolical
None of my messages deleted off main server even though I have removed them and I have over 2000+ messages sat there and won't go . Response from customer services poor ..no one will help this is 4th time I've raised and I can't get any email at all just spins all the time !
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-20
- Comments
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If you thought the Broadband service was bad, just wait until you try to leave. Despite being out of contract I have been incorrectly billed on THREE occasions, and my complaints have been escalated to at least three departments. The phrase "How many staff does it take to change a light bulb" certainly applies here. Regret not able to leave less than 1 star. Customer service is abysmal Avoid at all costs
- Location
-
- Location
- nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-30
- Comments
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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 !!!!!
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-05
- Comments
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Broadband was okay sometimes slow at odd times during the day. The worst part of my experience with John Lewis broadband was the set up and termination. The setup took over a month!! They would book someone in to set up the broadband and then this would be cancelled a few days later and prosponed to the following week. This happened twice! It was so inconvenient as they gave very little notice to the cancellation (I booked days off work as I had to be home for the setup. When they cancelled I lost out on holiday!!!! Very frustrating) The broadband was okay once up and running but sometimes it could be slow during random times of the day/ evening for no reason. The worst experience I had with them was when I tried to terminate my contract. I had left the country and was not able to make phone calls so I sent a message through the portal. The response I received was unhelpful to say the least... I don’t even think they had read the message I had sent! When I call up instead however, they were rude and uncooperative. I was expecting to be charged as I was leaving early but the service I received was some of the worst customer service I have ever experienced. I will never choose this provider again!!!!
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-26
- Comments
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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
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2019-06-13
- Comments
-
John Lewis have been the worse company to deal with in terms of customer service. The phone staff are rude and dont listen. I have been repeatedly harassed at work when I have asked several times not to be called at work. The response was. Well you dont need to pick up the phone. Actually as I explained I work with patients so yes. I do.
I have been told my address does not exist, told they have do do surveys told they need to do external work told there is a problem with my address told they were ready to book in then ignored me for days and dispute saying they are 24 hour service I cant get hold of anyone to book appointment so message and say can you send me dates please. Nothing. Again send message this is my address I am free these dates nothing. Another message. Further attempts at calling after work nothing. Today i get we have cancelled your order. Do feel free to call us if you change your mind and want to rejoin us.
What a load of rubbish. For such a high name company John Lewis are letting themselves down badly in this area.
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-10
- Comments
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If the service is bad, just wait until you try and close your account. Despite a letter confirming I was out of contract, I was billed a cancellation charge. After protesting this was reversed, only for me to be billed again for ongoing service, and their email to me does not accept replies. Told to use their QUERY facility which just goes round in circles. More than glad I'm leaving.
- Location
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