806 Customer Reviews over 21 pages
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-18
- Location
-
- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-18
- Comments
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I'm a new customer. It has never worked. Impossible to get Support phone answered. All help is internet based - I have no internet. Only phone line that gets answered is for new sales. Draw your own conclusions.
- Location
-
- Location
- Otley
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-17
- Comments
-
repeated internet problems sold a router that was not required had to pay to get an engineer in 30 minute waits on the phone. Terrible iSP
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-16
- Comments
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Told JLB that I was moving in November -
Still not connected at my new address. First
contact took down the wrong address. The
second 'had not made it visible' and the third
is still trying. How difficult is it to change from
one address to another three miles away!
I have spent over two hours on the phone to
them and they offered me a month's free service!
I haven't been able to use it for a month!
- Location
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-14
- Comments
-
Two weeks of no service, still being fobbed off with the same scripts from the call centre, and they will absolutely not send an engineer to help an 87 year old customer; no she's sent a youtube video, as if she can access that, when she isn't able to upload anything. I'm amazed J Lewis allows this level of service. I'm leaving.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-12
- Comments
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I signed up for this after reading a very positive Which review. How stupid. If I could give it 0 stars I would. It is quite the worse connection, drops out continually and is so weak - we have neighbours two whole houses down the road whose broadband has more bars than ours! And FORGET trying to speak to anyone at their customer service... you will be sitting on the end of the phone for hours. Rubbish! And we're tied in for another 11 months!!!
- 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
- Cambridge
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-10
- Comments
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Infact Its ZERO RATING. Horrible! Pathetic! Ordered yesterday and cancellenig today After 20 mins of horrible wait I got hold of an agent who took my details initially I called to change the engineer appointment and I was put on hold and then they disconnected the call . There was no call back .. No apology and I called again after 20 mins got to the same dept who transferred the call to another dept as I had made up my mind to cancel this pathetic service. Every time I say cancel my order , I get a mobile message on my mobile from JL saying your phone order is getting delayed and they disconnect my call. I am not a kind of person who writes reviews. But this Experience PLZ STAY AWAY UNTIL JLB grows out of its infancy.
- Location
-
- Location
- Ringwood
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-08
- Comments
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I ordered Broadband and a phone line to be installed back in October and here we are in December and I am still waiting for it to be connected. I have had no updates. If I call John Lewis the sales department answer calls after 1 ring - after sales and order follow up, I am on a call now - been waiting over 20 mins now and no one has answered!! This is a car crash of a service provider masked by the good reputation of the John Lewis Brand - AVOID LIKE THE PLAGUE!!!
- Location
-
- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-05
- Comments
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changed over to john Lewis after reading they were best for customer service
this was wrong i did not know it was in fact a front for plus net until after i had it installed
i went for super fast broadband which was far from it
after many dealings with plusnet who could not get me the speeds i thought i would be getting i wanted to leave i was then told if i left i would have to pay till my contract expired
so i am in effect paying for a worse service i have everything documented and at the end of my contract i shall take out a summons in the small claims court against John lewis
- Location
-
- Location
- Limehouse
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-02
- Comments
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On hold for an hour for the second time this week. Have only been a customer for 5 weeks and really regretting switching. Customer service is non existent - had to threaten reporting them to Ofcom over a billing issue - and now have now service for the last 24 hours. John Lewis need to review this partnership before it damages their brand.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-30
- Comments
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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
- Wales
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-29
- Comments
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I have only been with JL for a month. Broadband drops out every time I use the phone. This results with a very slow download speed currently running at 112kb/s. Have had this problem for the whole four weeks. Phone JL and they fix it for a few hours ad then it starts all over again. I have been holding on the phone this evening for 58 mins and still no answer. Time to give up and have just been answered. HOORAY.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-28
- Comments
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I couldn't gain access to the internet all day yesterday and was unable to get an answer from the service team between 8 am and 11pm- at one point I held on for 40 minutes listening to tasteless crap music and a useless message telling me that I didn't have to phone in as it was possible to fix most of my problems online! I called the service team at 6 am this morning and finally got an answer - I was told that JL mainframe had reset my router's code and that I had to reboot it - I was told how to do this and ten minutes later normal service was resumed! Later I discovered that the JL website had crashed owing to Black Friday demand. Are JL trying to do too much with too little equipment? I gather from other websites that there have been problems with the JL website for at least two years. If the JL broadband service does crash again would it be asking too much for JL to put a recorded message on the helpline explaining what the problem is instead of leaving customers to wonder for 24 hours what on earth is going on?
- Location
-
- Location
- u.k.
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-28
- Comments
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I would strongly recommend that anyone thinking of joining John Lewis Broadband read all reviews for Plus Net , because that is who you will be dealing with !! I have had all sorts of customer service problems in the 3 months since I signed up with them. John Lewis PLC don't want to know about the problems and simply referred me to the customer service dept which is run by Plus Net ! They have shown total incompetence in setting up a simple direct debit and simply accused me, incorrectly ,of cancelling it. I have printed off 100 pages of communications with them and wasted days trying to make a payment to them. Their systems to pay online do not work and it is a joke trying to get through on the phone unless you have hours to wait on hold. I left talktalk just before their latest problems and feel I jumped from the frying pan into the fire!! The more I investigate ISP's , the more I realise how shambolic they all are.
- Location
-
- Location
- U.K
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-23
- Comments
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I changed to John Lewis recently, and needed help , phoned there help line, all you get is loud music, nobody says anything at all, I am seriously thinking of cancelling already, the service is hopeless. so much for the John Lewis name. I really thought I could rely on them WRONG AGAIN ;
- Location
-
- Location
- New Malden
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-19
- Location
-
- Location
- Fife
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-18
- Comments
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This service was okay to start with. (I joined on the basis of good service) Had problems with continual drop off for a week. Got through to the help desk, once, after waiting for 30 minutes. Supposed to have been fixed. Still have same problem. Tried to call, 4 calls totalling more than 1 1/2 hours. No response. Do not bother unless you just like listening to 80's pop music (must be aimed at there target demographic, or cheap like the service) How can they rate themselves as good. Will change provider as soon as possible. Seriously bad service.
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-14
- Comments
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Admittedly fibre optic broadband has only just been installed and I was warned speeds my go up and down initially, but since I've had it I've had to phone John Lewis 4 times; each time I've waited in a queue for around 45 minutes; my broadband connection keeps cutting out; and the last few days my speed has fluctuated between 0.56mbps and 2.84mbps instead of the 34-40mbps advertised!! Not at all what I'd anticipated based on reviews read etc. Sorely disappointed.
- Location
-
- Location
- Haltwhistle
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-12
- Comments
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SHOCKING, I too wish I had read the reviews before committing, its 2 months now from start to getting a line but, still no broadband and the support phone!!!! well I have not been able to speak to anyone yet just the music, had to hang up in the end as I have a life
- Location
-
- Location
- NORTH CERNEY
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-11
- Comments
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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
-
- Location
- Southampton
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-11
- Comments
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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
- Leicester
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-28
- Comments
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Absolute disaster thought I was going with a John Lewis product but turns out that John Lewis Broadband is a seperate company and what's worse JL don't care if they give poor service and turn a blind eye. It is impossible to escalate a complaint. So far we have been cut off, missed appointments, super slow fibre and a faulty phone line which I feel will never be resolved. The icing on the cake is that one of the engineers broke my front door. John Lewis and JLB say it's nothing to do with them so we have now got to deal with BT who frankly could care less. I feel that the hole thing is a breach of trade descriptions by John Lewis.
- Location
-
- Location
- Laughton
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-26
- Comments
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Scrape away the thin veneer of John Lewis and you have BT (which owns PlusNet, which runs JLBB). Awful speed, awful service when I moved. Awful service when I first signed up over a year ago. OK, they are nice on the phone but that does little to hide their incompetence.
- Location
-
- Location
- Lanark
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-23
- Comments
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Awful. It took 6 weeks and many phone calls to get it set up. They said the phone line needed to be reconnected, but this turned out to be true. It didn't seem to work all that well, but at the end of September it started cutting out and off. We wrote to them several times and have also phoned. Their latest reply is to say there is nothing they can do. So we are sending it back pdq.
- Location
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- Location
- Cardiff
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-22
- Comments
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When I moved house I decided to switch from sky to John Lewis Broadband Service based on the Which review. It has been an abysmal experience of customer service. It takes about 30-40 minutes to get through to them by telephone. Unfortunately the online query service doesn't seem to really work in the way it should in that my queries just languished with key parts of the message being ignored. I only managed to get results when I rang through to John Lewis complaints department and stressed that I had got nowhere with them and it was they who chased the query. If I had not have done that I have no idea who I would have ever got the problem resolved! I would never recommend.
- Location
-
- Location
- Minety
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-22
- Location
-
- Location
- dorset
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-13
- Comments
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TERRIBLE experience. Had to chase to get it set up again and again. Finally live and 3 days later they "accidentally" cut me off - no phone no broadband! The support line has a wait time of minimum 30 mins but usually longer and I held for ages on 4 separate occasions. They couldn't reinstate the line for over a week due to their error. I've asked other providers and it will cost £59 to reinstate my line and I have to have a new number too - unbelievable inconvenience. Worst of all they just didn't care less. So now I have no BB for another 7 days!
Don't risk it with JLBB until they have got their act together!
- Location
-
- Location
- Ringwood
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-12
- Comments
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Changed to JL after reading Which review. Wish I had stayed with BT. Even though their customer service is abysmal and pricey at least their broadband speed was reasonable. JL is dire. Don't switch!
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-08
- Comments
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Being customer for 20 days and was totally disapointed, the customer service is good, nive people kindly speaking and talking about the weather and other things, however didnot signed the contract to chat with them.
- 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
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- Location
- SOMERSET
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-02
- Comments
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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
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-26
- Location
-
- Location
- Cheltenham
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-22
- Comments
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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
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-16
- Comments
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Tried to change from BT. Phone line connected but not broadband due to JLB error. Two weeks after changeover no update received, no router despatched. After 45 minute queue technical support told me that broadband order had been 'cancelled' although my recent bill shows I was charged for it. After a 25 minute queue for customer support was told that it was a JLB admin error that would eventually have sorted itself out (!) yet no emails or calls from JLB to explain/reassure. Another week delay now expected (2-3 weeks without broadband). Wish I'd stayed with BT.
- Location
-
- Location
- Reading
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-10
- Comments
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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
- london
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-08
- Comments
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I had 8 years hassle free from BT. I changed for price reasons thinking there is no risk as BT is still supplying and its John Lewis... They're amazing ..right..WRONG
My bt contract ended on time then no internet since..The original Installation date was missed even though I reconfirmed it. No one showed up on the rearranged date either. The equipment never arrived but customers service blamed me. They said they were certain I received it because it said so on their screen. 4 new sets of equipment were sent but none arrived. Someone then said they would send it tracked by royal mail. Then th eery said the could not as they are out of stock.
T hey sent a BT engineer who tested with his equipment. It failed. He refused to call in to tech support saying I needed to call BT..
They then said I should use the original BT equipment but it doesn't work. .I tried to cancel but got a message saying everything is working except BROWSING and i can't cancel.
If I'm not happy I can wait 8 weeks which they say is reasonable to have time to fix..
The service is run by Plus net. .. very nice people but they never do anything. ..can't send equipment by traced post..can't call you back. .can't escalate to managers..Their systems prevent any actions for the poor staff...
I'm going to court to cancel the contract. .its the easiest way out unfortunately. .
joe
- Location
-
- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-05
- Comments
-
Dire customer service. Impossible to get through on the phone. Try emailing and they say phone. No complaint option. Will ruin the great John Lewis name.
- 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
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-31
- Comments
-
thought i had got broadband from John Lewis but it is Plus net
We have had nothing but problems since switching over to John Lewis broadband I have contacted them for the last six weeks I have left messages on there open queries page Up to then I was dealing with the same chap but now he has failed to respond for over twelve days , that was when he made this statement to me, because I was saying I was going to cancel my contract as I am dissatisfied with the broadband speeds.
Obviously, you are well within your rights to cancel at any point but cancellation charges would apply, even if it is found to be something that was on the network and not your responsibility. However, I understand that if this is fixed then cancellation no longer needs to be an option anyway.
This really upset me for how could anyone be responsible for something that was not my responsibility.
I contacted John Lewis customer service about this offensive statement but they referred me back to John Lewis broadband but despite putting it on your Queries page once again no one has responded.
It seems I am being passed from one department to another within John Lewis.
We have had two workmen here from open reach sent by them and they can find nothing wrong with our equipment so the fault must be on the line or at the exchange.
I have been doing regular speed tests and at times this well below what was expected at times the Broadband service is idle
- 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.