806 Customer Reviews over 21 pages
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- Location
- North Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-12
- Comments
-
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
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-02
- Comments
-
i've had JL Broadband for a few years. I upgraded to their fastest service. There were issues on the upgrade and the service was not a smooth one (which I was reminded matched my initial ake up of their service the year before) but the key issue now is that during Dec/January and early Feb I noticed a distinct reduction in speed. When tested I noted it was around 10mb speed on a supposedly 75mb line ( at over £50 a month for line too). I called in and was led through a few checks including the logging in details and it turned out that someone at JohnLewis side must had updated my details with another customers details. As I looked at my screen in disbeleif I read out the lady's name and username who was entered. When overwtitten with my details the speeds picked up again. I find this breack of data protection and total inability for this mismatch to be montiotred and flaggeed up unbeleivable. It implies to me a very laissaz-faire attitude to performance and security. I logged a complaint about the speeds and the data protection issue and asked to find out exactly what had happened. This was 3 weeks ago. I heard nothing. The complaints have 'disappeared'. I called in and was held on the phone intermittently and after 25 mimutes decided I had had enough (whilst an agent insisted I wait whilst they read and understood the situation). I repeated al the information yet again but to no avail. They failed to take it on board, failed to allow me to speak to a manager or to get someone to call me back when they'd read my notes and seemed fixed on wasting as much of my time with no help whatsoever. Useful.
Very very odd.
No I don't recommend this bunch at all.
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-01
- Comments
-
Fast & cheap!
I get a solid 20Mbs all day every day - no need to pay extra for fibre.
Customer services are excellent. It's provided by Plusnet, who are owned by BT.
Plusnet has got a good web forum where the staff moderators are v helpful.
- 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
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-19
- Comments
-
I got an agreed order from John Lewis on 8th of May. Just been told they couldnt transfer my number and will start the process from scratch again. I will have to wait another 2 weeks. All very nonchalant.
Asked to speak to manager. Was fobbed off twice.
This doesn't bode well.
So far unimpressed.
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-06
- Comments
-
Dear John Lewis, please separate yourselves from JL Broadband. I'm so sad that you have ruined the good name of your store by associating yourselves with PlusNet. I recently switched to JL Broadband from BT partly because of competitive price but mainly on the basis of the John Lewis brand and an expectation of exceptional customer service. How wrong was I. I urge anyone thinking of switching to JL Broadband to avoid this at all cost. Reasons: complete failure to switch on our broadband service on the first day of the contract (BT had switched it off, so we were without broadband for a few days); failure to send out a router so that it arrived before the switch over date; customer service and technical helpline people who were the most incompetent I have encountered in quite some time (example: when eventually up an running on the internet, the max speed I could get was 0.41mbps, yes, only 0.41. The week before with BT it was 3mbps (not great but very acceptable where I am in Devon (rural). The Technical Support chap I spoke to could only say: "Oh, that's unusual, I don't know what to do about that, yes, really unusual and beyond me". I asked what he would do next and he said "I don't really know, I don't have the ability to resolve this one". I had to really push him to escalate it, and whilst he raised a ticket online, I heard nothing more for a few days so I chased. No one was actioning anything. Instead they managed to lower my speed today to 0.16mbps). I give up - I will now try my best to cancel this onerous 12m contract but having read other reviews I suspect this could be quite a challenge. John Lewis - if anyone from your wonderful organisation is reading this, please remove yourselves from this ridiculous arrangement with PlusNet.
- Location
-
- Location
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-31
- Comments
-
They took my money but never connected me. Sent many emails without proper response. The worst customer services I come across. Waited 1 1/2 months then went to sky
- Location
-
- Location
- Stockport
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-02
- Comments
-
The broadband itself is good (provides by plusnet) However, after a problem over payment, I was just dumped by the service team. All the promises and assurances went out of the window, and it was a case of ‘computer says no!’ They just would not help, and couldn’t be bothered.
- Location
-
- Location
- Cheltenham
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-22
- Comments
-
Do not take out Broadband or phone line with JL, I called them to notify them I was moving in 2 weeks and they my broadband and phone that day. Refused to try and reconnect me. I took out another contract with another provider and know JL have engaged a debt company to cut an early cancellation charge from me. It was JL that cut me off although I was paid up to date! C U in court JL.
- Location
-
- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-17
- Comments
-
No broadband, poor customer service...seem to think my problems are hilarious, paying for a service I haven’t received, had to up my phone data allowance and get mobile WiFi, can’t risk having phone disconnected as my elderly mother lives with me and it’s her lifeline, if they don’t sort this out today I will phone my bank and cancel the direct debit...let them take me to court I don’t care. They’ll only come out if I put in writing I’m prepared to pay £50, some might call that blackmail
- Location
-
- Location
- Ashford
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-03
- Comments
-
I swapped to John Lewis broadband because I (mistakenly) believed it to be the same quality as everything else about John Lewis... how wrong can you be!
Had no issue with changeover (other than router arriving only the afternoon before changeover date, which had me fretting). Since then two major problems appeared:
1- speed has dropped, even though ping tests indicate about 35-37Mps. iPlayer sometimes hangs, which it didn't with the previous supplier (SSE).
2- they don't want to take the DD payment, even though there's plenty of money in the account. Each month I try paying on line - it doesn't work (can't access the payment area) so I have co call and pay by card.
The people on the phone are great, but the rest of it is utter rubbish.
Pity. John Lewis has such a great reputation as well.
- Location
-
- Location
- Shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-23
- Comments
-
Customer service is very hit & miss...more so miss. Entered a fix price 12 month contract which some months ago increased by £3.15 per month. We also asked for VAT receipts to be e-mailed to be told that it was not possible & that we were not registered as a company but we are a company & DD comes out of a company account. Got absolutely nowhere with numerous telephone calls & despite being told that the contract price was fixed no refund has been forthcoming & John Lewis are still debiting the increased amount.Initial set up was fine but ongoing service is totally unsatisfactory.
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-22
- Comments
-
Awful service from day one and only on day six!!. Transfered from plusnet to John Lewis which is all same company so should have been seamless!! On activation which i had to chase...JL issued another bill for £25 even though they had been paid in advance over £30. Contacted customer services who said "never come across this before" but can not stop the invoice, so probably best to cancel D/D. I asked for confirmation of this...adviser said no problem just cancel D/D and they will call me back in 3 days to set it up again!! So duly cancelled D/D. Then after the D/D had been returned JL then restricted my broadband because as instructed by them I had not paid the £25 which I did not owe them anyway. In restricting the broadband they also stopped my caller display on my phone as well as other features!! Contacting them again and getting rather heated at this point was told its a system error nothing we can do sorry!! This bunch of idiots can't stop something they created and then interrupt my service to add insult to injury!!! Still ongoing at the moment and all this in under a week of being with them. I am now contacting JL head office as I am sure they are totally unaware of what is being done or not done in their name!! AVOID AVOID AVOID
- Location
-
- Location
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-31
- Comments
-
John Lewis broadband is a complete con. John Lewis allows Plusnet to use its brand name and you buy a package from Plusnet at an inflated price. Everyone you deal with on the phone works for plusnet and there are no John Lewis employees involved in it. Even if you complain to John Lewis head office about the terrible service, they simply refer you back to Plusnet
- Location
-
- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-20
- Comments
-
Been with John Lewis about 6 months. Pretty happy - speeds generally good. I have needed Customer service three or four times. Sometimes slow to answer but found helpful and reasonably knowledgeable when they do.
Surprise at number of poor reviews on here - wrt John Lewis hiding the fact that Plusnet provide the service it is clearly stated that this is the case on their website. When I signed up JL offered better deal than plusnet for me.
If you want a high quality service you simply have to pay more - try Zen internet or some such.
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2019-06-19
- Comments
-
Don't touch them !!
Customer and Technical support is rubbish.
Just had a bill for £128 for a service which hasn't worked for 8 months and they are surprised I'm moving to a different supplier and hope I will change my mind. They wish !!
- Location
-
- Location
- Caernarfon
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
-
Absolute rubbish
- Location
-
- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-09
- Comments
-
Phone switched on the planned day. Broadband took a further 7 days to connect, leaving us without internet for a full week. Daily calls to customer service were promptly answered, but staff were unable to provide convincing status updates or expedite resolution. After being past from department to department for a week, someone eventually spotted that the service hadn't been 'automatically' activated as it should have been. Now running service is Ok.
- Location
-
- Location
- ll545nn
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
-
Absolute rubbish
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-03
- Comments
-
Really poor customer service - left without service for over a week now.
- Location
-
- Location
- Sheikh
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-08
- Comments
-
Third rate service. I have a problem but no one seems to know what it is nor how to solve it.
Customer service keeps me hanging on.
They only communicate by email.
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-19
- Comments
-
Not as bad as Talk Talk, but only just.
I got given three different dates for connection after I signed up to a contract, eventually it took 5 weeks to get the service up and running.
They put my address down wrong on the bills and say that it cannot be corrected. I need various utility bills to confirm my identity, address etc. their ones are useless.
Every time the phone rings the broadband connection cuts out for a few minutes. Customer service have given me three different explanations for this, all of them my fault and none of them correct.
As has been said before the staff are mostly polite, but useless and unable to actually address any problems you pose them. I know good manners can get you a long way but this is taking the mick.
Stupidly I did actually believe that John Lewis would care enough about their reputation to ensure that any service carrying their name would be among the best out there. How wrong I was. I never have shopped at John Lewis, I can't afford to, but even if I could I wouldn't, not now.
- Location
-
- Location
- BIRMINGHAM
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-09
- Comments
-
complete waste of time. I thought with their name they would provide decent broadband. very slow speed, of at time less than 1mbps and constantly dropping , left me in the lurch after 6 days of trying sort it out. booked an engineer visit and who did not turn up with no explanation. I am moving
- Location
-
- Location
- Exeter
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-11
- Comments
-
Unable to rate either Broadband speed or reliability as, one month on, John Lewis have yet to connect me.
They do not answer calls, they do not answer email. They do not respond. They have taken my money and provided no service.
In my book this is called fraud. John Lewis should be prosecuted and held to account.
When I see their Christmas advertising and hear how much it has cost it makes me feel sick. They ought to be ashamed.
- Location
-
- Location
- Buckinghamshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-26
- Location
-
- Location
- Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-02
- Comments
-
12 month contract is a total con. Advertised as £20 per month and then immediately after first payment made the rate went up to £23.97...apparently it is ok because T&Cs say prices can go up. Also very slow and unreliable. Would not recommend to anyone.
- Location
-
- Location
- Reading
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-10
- Comments
-
On moving house we decided to move to John Lewis Broadband. When we called we were advised of a 2 week lead time. We booked on-line and were given 3 possible installation dates. Chose one then heard nothing. Time was critical because I can only work from home if I have broadband and I have a very young child. Had we been advised of the real lead time, we would have found a different supplier. I called the week before the chosen date and the original date was confirmed on the phone with a time slot. Took my last day of leave off to be at home. On the afternoon of the installation i got an email giving a date of installation a week later. My husband had to take a day off unpaid to be in. When I complained I was advised that they had not confirmed the date by email. I explained this had been done verbally. Yesterday the Installation went ahead fine. Today the broadband doesn't work at all. Each time i have called I have had to wait approx half an hour for an answer. We used them because John Lewis have such a great reputation for customer service but our experience has been appalling. I regret having anything to do with them.
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-15
- Comments
-
Changed over to JL broadband yesterday and unable to get connected, customer service told me an engineer would ring in 72 hours! I need to work from home and obviously I can’t use a cafe. 25 minute wait to get through to an advisor. Massively regret making the switch
- Location
-
- Location
- Borders
- Reviewing
- John Lewis Broadband
- Date
- 2014-01-18
- Comments
-
It took nearly a month to get everything working, they just don't seem to know what they are doing half the time. Poor service and even a bad attitude at times.I will be switching at the first opportunity.
This is NOT the standard you would expect of John Lewis
- Location
-
- Location
- Sevenoaks
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-17
- Comments
-
Decided to sign up with John Lewis and was given details of their Email service the rest to follow later. Attempted to set up the Email on the Mac Email client. Despite all the settings being correct according to information provided, it just wouldnt work. Have never had such a fruitless fight with an email service. Took this as an indicator of the rest of JL broadband so ditched them.
- Location
-
- Location
- Bursledon
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-12
- Comments
-
Swapped from plusnet to John Lewis to save £10 per month.The process was painless. The new connection is more stable and faster, which is odd as JL broadband is actually provided by Plusnet, or so I'm told. The regular dropouts in service have stopped and it is usable after 16:00 on a week day, something the Plusnet wasn't so good at. Overall, its not bad. I wonder if the improvement is due to the router being replaced from an old BT Hub3(that is not a mistake, I was using a BT hub on the Plusnet service) to the JL one, although it has the same specifications? Speed is hovering around 10MB
- Location
-
- Location
- South
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-02
- Comments
-
A neighbour who likes the "john Lewis" brand asked
me to help them transfer from Plusnet to John-Lewis. Of-course, these are the same networks, and in fact the only difference appears to be the fronting web page(s). After 1 month on the "all calls included" package a bot at 2am one morning (or some backend piece of junk automation) switched them OFF this package; the neighbour - not a
regular user of the Internet - didn't realise, until they were cut off one weekend. On ringing CS they were informed that 2 months of call
credit has been exceeded (2 x £50 +VAT) and that this would have to be paid for the line to be re-enabled. Things went downhill from there until I wrote a LETTER explaining what had happened and got a reply saying that "a system had not correctly migrated the person's account from PN to
JN"; lots of apologies (no compensation); I guess not many people move from PN to JL.
- Location
-
- Location
- Orpington
- Reviewing
- John Lewis Broadband
- Date
- 2022-09-08
- Comments
-
Despite telling customer services that I needed to terminate the service they continued to take payments. They now deny that I contacted them and in my view have stolen a number of months of money. I will never use them again and would not encourage anyone else to use them.
- Location
-
- Location
- BARNET
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-31
- Comments
-
Very unreliable service ,keeps disconnecting.
Have had no connection on our smart television nor pc after the first two months !!!
Into the six month and have lost broadband ,we cannot watch/stream a movie without it breaking off.
We cannot wait for the contract to end and go back to previous contractor.
- Location
-
- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-08
- Comments
-
ABSOLUTELY TERRIBLE SERVICE! Went with JOhn Lewis based on the excellent reviews and "Which?" recommendation. these are unfounded. followed instructions to the letter - instructions say "you may have to wait 15 minutes" been 30 hours now AND STILL NOTHING!! - NO connection, no help from customer services other than "oh it might take a few days maybe we should have sent you an email" this was after having to find bank details to tell them and all sorts of other "security questions" around 20 minutes it took them to tell me it may take a few days . WHY DO THEY NOT TELL YOU THIS IN THE PAPERWORK?? !! NOT IMPRESSED AT ALL. I shall be cancelling and going back to my original broadband supplier. John Lewis = useless. Cant say how fast it is as I have not been able to connect. I will not be recommending them that's for sure
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2022-01-25
- Comments
-
You do not get the service you pay for and they are not interested in helping put it right. Our home is capable of getting wifi throughout the whole house, unfortunately john Lewis only provided for our living room and even then the speed was so poor.
I can't emphasize enough, save yourself the headache and the cash, go elsewhere for your wifi. They just don't provide it and the customer service is shockingly bad and they blatantly lie to you. I wish I could give 0 stars.
- Location
-
- Location
- shrewsbury
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-28
- Comments
-
Never try their broadband. They use a cheap router and you have to change the channels regularly to make it work. We always have drops in our internet upto an hour long, and when i ring their technical dept they say that it is expected to have at least 3 or 4 drops every 3 days, ive never had that with Sky or anyone else.
We spend over £130 a week with Waitrose shopping and buy clothes and electricals from John Lewis, and when we said we would cancel all those weekly orders for the sake of a £100 cancellation fee, the person said, i have the ability to remove the cancellation charge, but i wont do it, even though he knew they would loose £6-8000 a year in shopping. What a joke.
We are taking it further so i would let you know what his managers say about loosing £8000 a year for the brand to keep £100 in his department.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-17
- Location
-
- Location
- Epping
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-11
- Comments
-
Not such thing as “Outstanding Costumer Service”
They pride themselves on having “outstanding costumer service” but all I got was a pack of lies and a complete disinterested service. At a time when internet is a fundamental need for many people we had a fault which lasted over ten days. They booked a technician out on day two which could not find the problem and the second one was sent 5 days after. In the meantime, they lied to us as we were told that another technician went by but, once again, he could not find the issue. Moreover, everyday I was told they would call us back with an update but NOBODY ever did. I had to call John Lewis about 8 times. When, finally, the technician arrived to try and sort the problem, he told us that nobody was there before him beside the very first person on day two. He did some work and we got some sort of connection back but it kept cutting off constantly. Useless.
In order to be able to work, in the end, we had to buy a EE mobile broadband service. EE was the best thing we got out of it as the speed is remarkable considering we live in an area with a general low speed internet service (is more expensive of course). Our first encounter with EE costumer service was also a positive one. However, it is all a scam as BT owns John Lewis broadband as well as Plus-net so it is all run by the same people who wants our money and offer bad service.
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-24
- Comments
-
I wish I’d never heard of them experience is bad was told broadband going live 23 August then 29 August customer service couldn’t care at all I’ve been waiting since ages terrible service stay well away please
- Location
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