791 Customer Reviews over 20 pages
-
- Location
- Midlands
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
-
My first IP was Waitrose, and now John Lewis. I have had excellent service for over eight years. The customer service team and tech support have been brilliantly helpful, and I have no problems to report.
I recommend JL broadband.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
-
John Lewis' reputation must no longer be important to them - quite the most incompetent, ineffectual and dishonest broadband provider I have used so far. I can't rate the broadband speed because even after five engineer visits, it still hasn't been connected yet. Changing to John Lewis in reality means you will be without phone or broadband for an indefinite amount of time (but John Lewis are really sorry, and will get it sorted as soon as possible..........in a couple of weeks)
- 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
- North Wales
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-14
- Comments
-
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
-
- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-06
- Comments
-
We have hated dealing with John Lewis Broadband. Foolishly we expected a high level of customer service because we have been used to this in JL stores and thought (after a terrible experience with Virgin) that John Lewis Broadband would at least be reasonable to deal with. BUT we have consistently had obnoxious young men on the end of the phone and the broadband service itself has often been poor. The lack of basic politeness over numerous calls has been quite shocking actually. And they aren't upfront about charges… so we've just been stung for £25 for cancelling the service because we're moving house and not switching to another provider at this address. If you're reading this thinking about using JL, don't! ALthough we have no idea who to switch to since poor service appears to be an industry standard.
- Location
-
- Location
- Droitwich
- Reviewing
- John Lewis Broadband
- Date
- 2015-04-30
- Comments
-
We thought we might be taking a chance having read all the reviews on here about John Lewis Broadband.
But, as it turns out, everything is up and running exactly as it should be and have had no problems with customer service. It is easy use the online support, and they do get back to you. Honestly! I'd recommend them. And at a very fair price for rural areas with everyone paying the same.
I have the Standard 20gb, and Anytime phone package
- Location
-
- 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
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2015-03-24
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2015-03-14
- Location
-
- Location
- Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-02-21
- Comments
-
Cannot believe the poor broadband speed. Made mistake of changing from BT (great speed, poor customer service) to JL broadband and am regretting my move. Now stuck for 12 months until I can change back. I would not recommend JL at all.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-02-05
- Comments
-
If you're considering moving to John Lewis broadband because of the brand reputation for quality and customer service, THINK AGAIN. The move into phone and broadband must have been a disaster for JL and if I was in charge of brand I'd be getting out as quickly as possible. As their customer I will be getting away from them as quickly as possible. Service is AWFUL. Response to dealing with problems is AWFUL. Yes their call centre is based in the UK but I've seen more competence from call centres everywhere else than I've had from John Lewis. And it's only possible to get them on a free phone number, fine if you've got a landline but if they've cut off your landline and you're calling from a mobile you'll spend a fortune. Which they won't refund you for. To sum up JL broadband in three words: AVOID. AVOID. AVOID.
- Location
-
- Location
- Port Talbot
- Reviewing
- John Lewis Broadband
- Date
- 2015-01-31
- Comments
-
I after many years with BT I migrated to John Lewis Broadband because of cheaper advertised prices and the excellent customer service received at their stores.
Unfortunately it's been a disaster: fibre line speed is less than before - 60% worse for upload, customer service is terrible - John Lewis stores don't want to know about problems and JL Broadband doesn't care nor resolve issues.
Since I moved in December 2014 there have been 4 outages, including one today for 4 hours and counting.
I can't wait for my year's contract to expire so I can return to BT.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-01-11
- Comments
-
Somewhat of a let down for the John Lewis brand....
The customer service is great when you talk to somebody - all the agents have been thoroughly helpful - however you need to call them far too often. The speed is ok sometimes but is frequently dropping to an unusable level. For fibre I'd strongly recommend going elsewhere and given our phone has had a line fault for the majority of the last 6 months I can't recommend the phone either. Overall: terrible.
- Location
-
- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-31
- Comments
-
Don't touch them with a bargepole. The most unreasonable and unhelpful company I've had the displeasure to deal with. I ended up pulling out just before the cooling off period finished and even then they made things difficult and wouldn't acknowledge my request and tried to direct debit money from my account.
You have been warned.
- Location
-
- Location
- RG31
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-15
- Comments
-
I signed up for Fibre broadband with them a month ago and to date still no service. I have had a clueless BT engineer turn up, have spent hours on the phone with the Plusnet customer support and have been given a modem and am now on the second router. Still no service. Have now given up and will try to get my money back and go with Virgin.
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-05
- Comments
-
Absolutely appalling customer service from a company that boasts of its reputation in dealing with customers. I suggest that they may wish to review there partnership with Plusnet or lose loyal customers. I will never again shop with John Lewis in any respects.A shame after 20 years. Reputations are quickly lost.
- Location
-
- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2014-11-28
- Comments
-
For the higher price we expected a better customer service from John Lewis however the service is no better than a much cheaper provider. Yes you speak to a uk call centre but only if they answer the phone - after about 5pm it will take an average of 13mns to get an answer. Overall all companies seem to be the same -at the mercy of Openreach and therefore you should just choose the cheapest provider.
- Location
-
- Location
- North East
- Reviewing
- John Lewis Broadband
- Date
- 2014-10-24
- Comments
-
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
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2014-09-19
- Comments
-
Started ok, but after a line fault it took over 8 weeks to sort out, mainly down to customer service not being able to do anything other than what their computer screen said. As this service is run by plusnet, i'd stay clear of both.
- Location
-
- Location
- Malvern
- Reviewing
- John Lewis Broadband
- Date
- 2014-08-10
- Comments
-
OK as long as you don't need customer service. They locked me out of their email account due to a problem they discovered. A 15 minute wait on the phone (not too bad I suppose). New password issued. Tried to log in but it didn't work. Another call to "customer services". I was ot typing it in wrong so transferred to tec services. 45 mins later my battery dies. As I'm up at 5am I thought I would get through. High call volumes at 5AM !. By 6 AM my phone died. Saga continues...... John Lewis seems to have joined the race to the bottom that is UK customer services. We've had your money now sod off.
- 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
- Horsham
- Reviewing
- John Lewis Broadband
- Date
- 2014-05-24
- Comments
-
This company should be truly shameful and i would stay far far away from their broadband service.
I joined them on the 25th April and my activation date was 13th May, But on the 13th no bb so i contacted them and they said sorry it should be active by the 14th but that didn't happen so after a long time on the phone and a lot of messing about with routers and passwords they finally said they would send out an engineer the engineer never showed so JL (john Lewis) said they re-booked the engineer but again no show this happened 4 times and was escalated 3 times during that time, any company that escalates your problem more than once is not to be taken seriously. I phoned this JL up and canceled my account today due to the fact they are useless and have done nothing but waste my time i was in my 30day cancellation time by 1 day, but i cant seem to get any of my money back that they took up front. They are also sarcastic as soon as you request a cancellation.
- Location
-
- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2014-04-17
- Comments
-
Total disaster trying to get fibre. Discovered that Plusnet who are the JL service provided is much cheaper direct! JL even mucked up doing the MAC code!
Far better than BT but not up to usual JL standards
- Location
-
- Location
- 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
- Ruislip MIDDLESEX
- Reviewing
- John Lewis Broadband
- Date
- 2013-12-24
- Comments
-
We have fibre broadband and the speed is excellent. Customer services is also excellent and free and are based in this country. Completely STRESS FREE. Everything was set up on the days quoted and I would recommend to anyone.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2013-12-09
- Comments
-
Terrible customer service ordered fibre no engineer turned up wasted a whole day of work no one informed me then changed to adsl with them and my adsl router has not arrived although promised for today. False promises and hopes from the beginning would not recommend at all and now just waiting for my contract to finish john lewis broadand gives the company a bad name. Their staff are rude also!! They have not resolved my issue or even compensated me although i made my complaint over a month ago not worthy of your money at all.
- Location
-
- Location
- Wessex
- Reviewing
- John Lewis Broadband
- Date
- 2013-11-19
- Comments
-
After being with BT anything else seems like a relief. The great things are that there is one level of phone menu with only four options, so you get to the right person without going round in circles. Getting through is fairly quick and you get someone who speaks English that is understandable (the call centre is in Sheffield). Broadband speed is largely down to the local exchange and how far you are from it and is not within the providers control, and the reliability is actually down to BT but if there is a problem, you get John Lewis to sort it out rather than having to try to deal with the inaccessible BT engineers. Cost is the same as BT except that you get twice the download allowance (20Gb per month).
There are only two disadvantages:
1) You don't get mobile Wifi
2) When you are on hold although it isn't for ages you are forced to listen to some really terrible pop music - not what you'd expect from John Lewis. They don't play it in their stores and I don't see why you have to endure it on the phone!
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2013-06-13
- Comments
-
An update on my previous comments: The matter has been resolved with John Lewis to my complete satisfaction. Well done John Lewis.
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2013-06-13
- Comments
-
I am in the process of migrating to JLB. I checked yesterday whether the Direct Debit had been set up on my bank account. It has, but it is in the name of PlusNet. If I had gone to PlusNet direct then I could have got a far, far better package for LESS than I am paying JLB. I think the least J.L can do is offer a 'like for like' with maybe a couple of pounds extra. I cannot really comment on the speed or reliability as yet. However, the first attempt at streaming from iPlayer was not good as I kept getting a message advising "insufficient bandwidth".
- Location
-
- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2013-04-17
- Comments
-
Basically a good service but not very savvy regarding the 20gB limit. On the one occasion when I unknowingly (visiting Grandson) exceeded the limit the first I knew was when it virtually stopped working. No warning at all and the reason why only became clear when I contacted them. Room for improvement here I think.
- Location
-
- Location
- bournemouth
- Reviewing
- John Lewis Broadband
- Date
- 2012-09-14
- Comments
-
okay but overcharged me for FIFTH month running and they're just not bothered!!!
- 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.