806 Customer Reviews over 21 pages
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- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2015-04-19
- Comments
-
The speed was very poor during evenings and streaming was a nightmare specially with Netflix. From time to time without explanations there was no service Customer service kept blamed the fault to be my modem or router so spend a fortune replacing equipment's twice over and no change. Then they start blaming my computers and TV for it! No discount was offered as they believed it was not their fault as the line tested ok, Speed at its best for fiber was 13Mbs. 14 months of putting up with the service changed and never looked back. Now with same modem and router as before and no other modification getting 48MBs !!! So noting wrong with my equipment then just very poor service!
- Location
-
- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-03
- Comments
-
We have been with John Lewis for 12 months without a problem. Leaving them for another supplier is a different matter. We received an email saying that our account would be closed without any cancellation fees being payable. That we thought was that done. WRONG. We have numerous demands for payments and threats to restrict our services, which John Lewis do not even supply. At the moment we are trying to retrieve nearly 100 pounds,erroneously taken from our account since our cancellation. We have had no help from them at all,just plenty of promises but no results. It seems ludicrous that a branch of John Lewis should be in such chaos. Stay clear.
- 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
- Shetland
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-08
- Comments
-
Terrible customer service. Finally did the switch from BT, and regretted it almost instantly. Speed dropped from 7mbps to 0.4, cue daily phone calls to the worst CS ever! Left in my cooling off period, still trying to charge me £50.
- 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
- Shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-09
- Comments
-
Broadband has been hopeless, whenever tested it's just ok but so slow most of time and Alexa devices can't work properly
- 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
- shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-17
- Comments
-
Having seen some of the reviews, I wonder whether the people are dealing the same company. Apart from some delays in getting through on the phone, I found customer service excellent, very helpful and problems sorted very quickly with ringbacks and really useful information
- Location
-
- Location
- Shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-18
- Comments
-
Shame on you John Lewis call centre staff not interest in sorting problems phone line down for 14 days and still waiting for phone and internet conection Im type 1 diabetic and they asked me to email my medical records so the could log me as a priority case when I had a problem
- Location
-
- Location
- Skipton
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-05
- Comments
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Left John Lewis Broadband August 2018 over thirteen months ago at end of contract. There followed a nightmare with them demanding early cancellation fees PLUS trying to take Direct Debits after account closed.
At end of OCTOBER last year I was assured (on his mother's life) that account WAS closed,I owed nothing, and would never hear from John Lewis again. Because of this assurance I chose not to refer the complaint to the Communications Ombudsman.Silly me.
August 8th THIS YEAR, 2019, I am now receiving E-mails from John Lewis informing me that I will soon be receiving a Final Bill which "will not be for more than three months services" In other words, the nightmare starts all over again. I am now retrieving all my phone conversations,E-Mails and screenshots from a backup hard drive in preparation for submission to the Ombudsman. John Lewis are at best, totally incompetent, at worst, a set of dishonest charlatans.
- Location
-
- Location
- Slough
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-26
- Comments
-
I wish I would have come across this page earlier before opting in for JL broadband. Every page I went to was explaining that JL is new in this area but due to the "strong focus on customer service & satisfaction" it would be a good choice - I cannot disagree enough. Fully aware that this is most likely a subsection/different department, if not entirely outsourced. Almost one month in after signing up for their services, I have literally given up and requested a refund. Not able to get through on the phone line, so only option to get in touch is the online form. You never get a proper response, have to constantly chase them up yourself and once (if) you are lucky that someone does actually write back to you, don't expect to get an answer to your questions - you will simply get a template text that has a 50/50 chance of being unrelated to what you were asking. Stick to other companies like BT, Sky, Virgin etc. if you can and avoid JL broadband. Sure, none of the others is flawless either, but this was an utter disgrace to the big JL brand and their otherwise well-known world class customer service.
- Location
-
- Location
- Slough
- Reviewing
- John Lewis Broadband
- Date
- 2022-03-24
- Comments
-
Stay away don't even bother from the first day I had the broadband never worked I had two engineers who said to me it won't work.After many weeks of trying I have given up ,the speed is absolutely Awefull, stay away from this
- Location
-
- Location
- Slough
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-13
- Comments
-
I have been a John Lewis broadband customer for 3 months now and have already started thinking to quit. Problem started since the the order of the service where it took 14 days to activate the service. Since then there is no ending of the problems with the internet speed. I have 17Mbps plan and have been living with the speed from 0Mbps to 5 Mbps with continuously erratic speed of internet. Raised complaint and called customer care multiple times but the issue remains same. Reaching out the customer care service is a pain. There are different teams/departments within John Lewis who seems to be totally disconnected. One agent does not have any idea what has been done by other. When called the customer service and discussed the speed issue, first of all the agent was not at all agreed that there is a problem with the internet speed. After a while, after talking over the phone and troubleshooting, finally they agreed that there is a fault from there side. Since, then the speed seems to be erratic and inconsistent. I am loosing the hope now and thinking to come out of the contract based on the pathetic product and customer service i have received so far. A huge disappointment on the product provided by the brand name like John Lewis.
- Location
-
- Location
- Slough
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-24
- Comments
-
Stay away from JLB. I have been struggling with their service since i joined in March 2018. Inconsistent speed issue has been there since then and no one bother to resolve the issue. I raised so many queries but no concrete results.
There is so much of disconnect within the JLB team that one does not know what was done by another. Also, their portal has not been working since more than a month and I am not able to make the payment as i am not able to login the my account. Call wait time is > 30 mins which is pathetic. No call back system, no online chat system. Absolutely pathetic infrastructure and worse customer service I have ever had in my entire life.
- Location
-
- Location
- SOMERSET
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-02
- Comments
-
Awful, incompetant, couldn't give a damn service from a supposedly good company. John Lewis Broadband is provided by Plusnet, and their service is the worst I have ever encountered. Long times on hold, terrible loud hold 'music', every month the bill is wrong and I am overcharged, customer support staff are incompetent and sometimes arrogant, they don't get back to you when they say they will. Unbelievable awful bad service. Very frustrating an annoying and - I am moving over to the Coop. Be warned - this outfit give a terrible service!
- Location
-
- Location
- sOMERSET
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-12
- Comments
-
I’ve been a householder for over 45 years and have never experienced such appalling service before. Incorrect bills are the monthly norm, hours waiting for customer service to answer the phone, whilst being forced to listen to the loudest and worst on hold music I’ve ever experienced. They are forever demanding money that is not owed, and just when you think you have finally sorted the problem, another on crops up
John Lewis Broadband is run by Plusnet, and if you have any problems, you are dealing with Plusnet. And it’s no good trying to complain to John Lewis head office – they just tell you to contact Plusnet who are absolutely appalling.
The whole thing is a complete con, John Lewis is an absolute disgrace – Don’t have anything to do with these cowboys!
- Location
-
- Location
- somerset
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-11
- Comments
-
Absolutely appalling. Email almost unusable
- 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
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-27
- Comments
-
This is the worst phone and broadband ever I’ve never been so ripped of . I’m
A disabled lady and need to order meds online and use my phone . There’s never been a week without trouble it’s more money than I paid fir my last service but diabolical . No ones
Dealt with I’ve now been cut if 24 hours after my bill I’m iller sinse having this company it’s stopped me living
- Location
-
- Location
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2014-07-04
- Comments
-
It's OK unless you need technical support, but the support is simply awful. 'Higher than expected call volumes' at 6.30am! Waiting for ages having to listen to loud awful pop music (who do John Lewis think their customers are?) that you can't turn down before you just give up. I'm going back to BT when my contract expires!
- 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
- 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
- south devon
- Reviewing
- John Lewis Broadband
- Date
- 2016-06-26
- Location
-
- Location
- South East UK
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-11
- Comments
-
My contract amount was changed very shortly after taking the contract with John Lewis Broadband. I took the option offered to cancel the contract within 30 days as a result of the price change. However, despite phoning immediately to cancel, and receiving confirmation I had cancelled, they still text and emailed me after the service ended, saying I owed early cancellation charges of £87. I had to make several phone calls to clear this up, and, when I tried to email in response to the chasing emails and texts, these bounced back sayimg no incoming emails allowed telling me to go to the website. Spoke further being held with excessively loud rock music (i had to place call under pillow - not on loud speaker!! - and could still hear the music) when they said they didn't know their emails were translated into a notification to log on to their website to "create a ticket". Their texts can be sent "read and reply", but they send their texts "send only". Very very frustrating and upsetting. Never again will I use either John Lewis or their back up service Plus net. I cannot recommend John Lewis Broadband at all. Tip to John Lewis Broadband - Customer service is key and you failed miserably and have one irritated and upset customer who will never return.
- Location
-
- Location
- South London
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-21
- Comments
-
They give you the worst possible speeds until you call them and ask them to fix it. They then feed you some technobabble jargon that even they clearly don’t understand and unthrottle your speeds. Then if you power ever goes out or if you need to unplug your router for whatever reason. You’ll have to do all of it again. Couldn’t recommend less.
- Location
-
- Location
- South Molton
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-16
- Location
-
- Location
- South Queensferry
- Reviewing
- John Lewis Broadband
- Date
- 2022-11-27
- Comments
-
I pay up front for John lewis broadband and was selling my house so didn't want to commit to an 18 month package as I was moving in 6 months. The monthly price more than doubled! I checked online and I am paying £46 odds online in advance and don't use the house phone at all so won't incur any charges. I'm leaving the house on 28th November and called to tell them but the guy kept insisting I paid in arrears (check your own website mate!) And that another £46 would come out of my account on 5th December. Essentially they are lying and stealing £46 from me as I'm paid up in full for November! My new house certainly won't be using John lewis or plusnet!
- Location
-
- Location
- South Wales
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-26
- Comments
-
A month after instigating a switch to JL Broadband and no correspondence from them (except notifying me immediately that they were taking the first DD payment) I chased them to find out what was happening. They then switched us from PlusNet (the same provider) and cut off the phone line. 10 days later I am still waiting for the problem to be resolved. DO NOT SWITCH TO JOHN LEWIS BROADBAND.
- Location
-
- Location
- South Wales
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-12
- Comments
-
I live 6.5 miles from the Exchange. Previously my speeds were 1.5mb. Now I get 35-36mb, with the lowest speed ever being 33mb. Good stable connections. My old ISP cut the connection at Noon, but JL didn't put the phones/internet back on until 10 pm. This is probably due to Openreach not JL, but expect a loss of phone service for most of the day. Very happy to have changed over to John Lewis.
- Location
-
- Location
- South West
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-09
- Comments
-
Called John Lewis to sign up for £20 a month broadband deal a couple of weeks ago. Heard nothing. Called back and they have no record of my call whatsoever, even when I give them the user name they insisted I set up. Thought I'd give them the benefit of the doubt, but when I try to sign up again the deal is no longer available and the monthly payments have gone up. Guess I'll stick with B.T., they may be expensive but at least the customer service has been good.
- Location
-
- Location
- Southampton
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-11
- Comments
-
Have been a John Lewis customer for many years, and thought we would switch to their broadband, having had nothing but trouble from Plus Net during the last year or so.When we had problems Plus Net were of no help at all. We were informed on Friday 8th November by John Lewis , following my phone call as to when we could expect their activation , that it was being set up during that phone call,but
here we are the following Monday 11th, to find that despite the assurance,I still could not receive or send emails, this is despite a further phone call on the Friday , when I was informed that someone would definitely call me back later that afternoon ,once the problem had been identified and sorted. This left me with the only other option,to go into Southampton into the Apple store , where they sorted my Mac book, enabling me to get mail etc. However on returning home I found that my iPhone and I pad still had the problems re emails, So I will now have to go back to the apple store Wednesday to sort it.
This lack of customer care ,I had come to expect from Plus Net ,but certainly not from John Lewis , and this sloppy service will do nothing but harm to the John Lewis name.
So my decision to switch to John Lewis broadband may have been one big mistake.
- Location
-
- Location
- Southampton
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-11
- Comments
-
I wish that I'd read this site before signing up to JL Broadband....like others I followed the "Which?" guide about JL...not reliable advice at all, very unusually for "Which"? From wrongly quoted packages/ speeds/ failure to provide the agreed email address/ broken promises/ long waits for customer service/ to my password not working (twice) I'd give John Lewis Broadband "no stars" for satisfaction if I could. Hugely disappointing; I was quite wrong to assume that the excellent reputation of JL would apply to their broadband service...to be avoided unless you enjoy being continually disappointed.
- Location
-
- Location
- Southampton
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-23
- Comments
-
Get another ISP there is no broad in JL broadband - its SLOW very SLOW. And quite a few drop out too. Counting down until I can cancel.
- Location
-
- Location
- Sp11 8JB
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-25
- Comments
-
Half the speed I had with BT which was just over 1.1 mbps. At 0.6mbps we cannot stream a BBC news clip. Well done John Lewis/Plus Net which is owned by BT!
- 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
- St. Briavels, Gloucestershire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-01
- Comments
-
I have had 3 breakdowns in broadband and telephone in
December. Impossible to even get through to JL - I tried at different times throughout 3 days and the recording said a 30 minute response time. With poor mobile reception there was no chance of getting through. I had to resort to snail mail to ask them to register the fact that I had no broadband or telephone. I got a letter back saying they would respond within 7 - 10 days!!
I changed to John Lewis as I have a JL credit card and
have always had excellent service when dealing with them. I shall have to change to someone else.
I cannot believe that John Lewis themselves are doing nothing to rectify this enormous problem. They are ruining their good reputation.
- 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
- Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-07
- Comments
-
I signed up with a half price offer for 3 months and was charged full price (refunded after a complaint).
When broadband went down I was told they can no longer check the fault, it has to be sent to the faults team who could take 72 hours. It was resolved but took 24 hours. Took 4.5 and 9 minutes to answer phone but was a UK agent. The router needs resetting about once a week
- Location
-
- Location
- Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2022-04-05
- Comments
-
AVOID JOHN LEWIS BROADBAND AT ALL COST - ITS PLUSNET masquerading as a reputable company. They say 24hrs to switch, Ive been waiting 2 months!!! they still cant give me a date when Ill be connected. JUST AVOID, customer support are just moth pieces, all talk no action, they're clueless. Absolute shambles!!! IF I COULD GIVE ZERO STARS I WOULD
- Location
-
- Location
- staffs
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-18
- Comments
-
Please believe the poor reviews you read here. I have never before left a review but this one needed doing. Two days before I was due to move over to John Lewis I still hadn't received a modem so I rang them. Without boring you with all the details, they had cancelled my broadband with BT, but then found they could not supply me wit internet. Never bothered to tell me this, never bothered to cancel their contract with BT and have left me with no internet and no provider. If you choose to ignore all the poor reviews you may like me deeply regret it.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
John Lewis Broadband are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and John Lewis Broadband.