806 Customer Reviews over 21 pages
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- Location
- Farnborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-21
- Comments
-
Only go with them because of the 'John Lewis' reputation, but I am regretting it now big time!
My line was meant to go live on 18th August 2017. Phone and broadband got disconnected at 2pm on the day and got email from them stating that it's now live. Both phone and broad were not working. The following day broadband worked (very slow speed almost like dial up), but can't dial out on phone and it has a very loud and weird dial tone.
I reported the fault to them and stress that my phone is a Life Line so it's important that it's working. The agent was ok and promises that some one will call back later. No one did.
Fast forward three days later phone rang at about 10.30 am I pick up the phone but the caller cleared down. Almost immediately got an email from them stating that the fault is resolved. I double checked to find that it's not rectified so ring their Technical Support again. Spoke to an agent called Sham who asked for my user name, my full name, address. He still can't find my details, so he asked for my phone number, up came my detail, but he proceeded asking for my bank. Now with most company and certainly their first agent only asked for user name, address and phone number, but Sham wanted my sort code as well. I was not willing to give it to him. He went into a spiel about Data Protection Act and wanted to terminate the call. I repeatedly asking to speak to his Supervisor or manager, he said he can't as I have not pass security. I insisted that he pass me to his manager, he lied that his manger was in a meeting, but I kept on insisting on speak to his manger. He put me on hold and surprisingly his manger was not in a meeting.
Let this be a warning to anyone who's thinking of taking out a John Lewis broadband and phone package as their reputation is good but their service sucks!!!!
- Location
-
- Location
- Farnborough, hampshire.
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-30
- Comments
-
One star is being extremely generous.
I joined John Lewis on its reputations! I'm regretting it big time.
Live date was 18th August 2017. Got an email from them statingeverything is live on that date
- Location
-
- Location
- Farnborough, hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-30
- Comments
-
ABYSMAL. ABOID !!!!
Join on the reputation of John Lewis, but regretting it big time.
Live date was 18th August 2017. Got a confirmation email from them on the day saying that everything is live. Phone line and broadband disconnected by the previous ISP as per contract, but John Lewis has not liven up the services until the following day.
Broadband speed is just barely above dial up and no outgoing call barred, not what I asked for as the phone line is also used for a Life Line. Reported to Tech Support. 3 days later received a missed call, then an email saying that they have performed a Line Check and find no fault so closed the fault.
I reopened the fault and told them the issues are slow broadband speed and outgoing call still is barred. They did another Line check, (yeah you guessed it) no fault found. I was at pain pointing out to them that was nOt the case. Emails flying back and forth. Eventually, two weeks later they agreed that there is a fault and want to send out an Bt Open Zone Engineer but there is going to be a charge if he can't get in or if the fault is within the boundary of my property. No problem I agreed to that as I had no problems with my phone line or broadband with previous ISP (the only thing different is their router being plugged in). Tried to explained to their Tech Support that the cabling will not cause outgoing bar. It's either the line had not been migrated over correctly or more than likely that Class of Service is not set up correctly. They would not have it. I was not going to lose half day pay for a guy turn up to confirm to me what I already know, so I told them that if the engineer did not turn up or the fault is not within my property then I'll counter charge them (only fair). They keep banging on that's not how it works, err yeah, your cock up and now you want me, your Customer to pay for your mistake!
YOU HAVE BEEN WARNED!
- Location
-
- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-14
- Comments
-
They pick up the phone when you're placing an order, once you have a problem with it you're placed on indefinite hold till you give up. Beyond ****.
- Location
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-02
- Comments
-
Shambolic from start to finish. It never went live. Order placed on 22nd nov. Simple switch over of adsl and phone from previous supplier. Services cut on 6th dec. Was emailed on jan 1st to say adsl was live. It wasn't abd needed another openreach visit. Their inaction caused the lne to stop working. Meant no internet over Christmas and new year. Was told on 1st that openreach would fix the fault in 72 hours. So cancelled the contract. Only a shame you cant award zero stars
- Location
-
- Location
- exmouth
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-04
- Comments
-
unlike most of the reviews I have mainly been satisfied with J.L except for the Webmail which is a dasaster, constantly failing to fetch messages, now in the middle of changing to another server !!Oh dear !!
- Location
-
- Location
- Scarborough
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-27
- Comments
-
Absolutely useless. Moved on 6th October, booked 7th 1pm to 6pm turned up 7.20 at night too dark to go up pole. Booked 15th canceled, booked 25th, engineer turns up on door with no appointment or contact on 19th head trouble shooter fixes it. Works for 4 days they turn it of as no record of it being fixed ffs! Make new appointment for 8th of November! We have no mobile signal, cannot apply for jobs, ring family nothing. Over a month with no phone and broadband and still might cancel the 8th! Call center are no help what so ever. Gonna try and cancel go with 1p mobile only 20 quid a month cannot be any worse.
- Location
-
- Location
- Sy59ja
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-21
- Comments
-
The worsed ever. They are so bad I cant believe it. They lie to you saying someone will be coming out and the fault will be sorted by the end of the day. Then I phone the next day and they say oh well no one has come out. The message wasn't even passed on. Lie after lie. Never ever again. They waisted hours of my time on the phone and I got know where. So angry with them. Dont waist your time
- Location
-
- Location
- Seaton
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-04
- Comments
-
Over charged and unable to rectify for months, what a load of cr*p. I would steer clear of these cowboys
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-30
- Comments
-
I was with sky for years and never had to contact them regarding the broadband. John Lewis on the other hand has been barely been useable. I have had to phone them on numerous occasions because the Internet keeps dropping out. If you work from home avoid at all cost. If you want reliable stable connection avoid at all costs. I spoke to one person in customer service who was really condescending and rude. I signed up few months ago. I am really unhappy with the service and I wish I could opt out. Really disappointed.
- Location
-
- Location
- Stalybridge
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-21
- Comments
-
Terrible service from day 1, first they send a text saying my phone is now activated, so I cancel my existing contract with immediate effect, then they send another text 30 mins later saying that the phone won't be ready for another 20 + days.
I phone customer services and get Mr Very Rude, most unhelpful person on the planet, tells me I can still use my landline and can pay for calls by debit card, I had signed up for the 'all day' phone package, he tells me the first text was sent by mistake, then say's it's my fault for cancelling the other phone contract.
Spoke with a decent guy the day after, it took ALL day to be able to log online, the password for the router was not recognized even though they had set it up.
Was told that I would get 3 months free fiber for the trouble, then got billed twice on the same day.
Absolute joke of a company, I will be buying out my contract after Christmas and going elsewhere, but not to Plusnet or Parent company BT, all a bunch of incompetents.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-20
- Comments
-
Avoid the stress, avoid like a plague.
Our go live date was delayed by a day due to a mistake of not linking my account online.
Most days after 1am my Internet cuts off.
13 days in, I have NO internet for more than 48 hours and I cannot remote work.
An employee named Vashir Omar had the cheek to raise his voice at me for his team's incompetence.
- Location
-
- Location
- North England
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-30
- Comments
-
Any company that increases its prices mid contract - whilst offering new customers a lower price is not worthy of my business. Very very disappointed that mediocre re branded plusnet is not what I expect from JL. If you phone they will cancel tithe contract and you are free to leave instead of paying the increase (whilst still in contract )
- Location
-
- Location
- 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
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-29
- Comments
-
Really abysmal and ineffectual customer service.
When I tried to switch to JLBB broadband and telephone and they were unable to take over the phone line they refused to cancel the contract. This resulted in me being without a phone line for 5 days and broadband for 13 days, and I am still trying to recover my deposit of £11.50 almost 8 weeks later. I was put on hold for lengthy periods up to 30 minutes whenever I phone their customer services to sort out the problem. Their answer was always to transfer me to another department. I am continuing to pursue my refund and request for compensation.
- Location
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- Location
- Herefordshir
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-11
- Comments
-
Paid extra to get broadband quicker on moving house. Three weeks later - still no broadband! It was only after the first installation visit we were told a second one would be needed. This second onewas then cancelled ten minutes before it was due to be completed. The promised free router wasn't sent for the first three times they tried: fourth time it seems they have sent it to our old address apparently: despite knowing the point of changing was we were moving house! Basically it doesn't seem call centre staff know what they're doung. Would never recommend John Lewis again. No idea as to the speed or reliability: in effect they're both zero for now!
- Location
-
- Location
- Cardiff
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-22
- Comments
-
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
- 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
- West London
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-03
- Comments
-
I have left JL because they were unable to solve my internet problem and I was without a connection for a month. Their efficiency, customer care and manners are appalling. I had been with them for 11 years. I was accused of forgetting my password, even though I changed it with their supervision several times. One insulting person asked me, patronisingly if there was anyone else in the house who could help me. I have used the internet since it began, including in my job in Media. Before deciding to move to Zen I researched though 'Which' who were the most reliable suppliers. JL come pretty far down the list. No one at JL knew how to solve the problem. It started with an outage in their accounts department when payments were not taken with DD. I am going to write to their MD Paula Nickolds but I doubt she or anyone else will reply.
- 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
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- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-08
- Comments
-
Just awful.was without broadband for 5 weeks many broken promises and mixed messages
New router promised twice never appeared then 2 at once only ordered after I complained
Endless hours on the phone
I now have a service having been made to switch to JL from greenbee
I now embark on a long struggle for compensation as £ 10 doesn’t seem a lot for 5 weeks and 50 + hours on the phone
Wish I could get out of it
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-31
- Comments
-
I was with Greenbee (John Lewis) email provider since it started. Suddenly last November emails began to be very slow, and now I can't access them from late afternoon until late evening. When I ask JL what is happening, they say they have 'technical issues which we are working to resolve'. I rely on emails for communication with doctors etc. and am very disabled. I am stuck, because I just don't have capability of changing. Thanks a bunch, John Lewis.
- Location
-
- Location
- North Wales
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-13
- Comments
-
My phone line and broadband has been down since December 23rd.
We can ALL give good reviews when things are going right.
I can truthfully say John Lewis Broadband have been nothing less than FANTASTIC. They have kept me informed by text and phone most days, with accents I can understand, not some foreign voice gabbling at the speed of sound.
Thank you all who have helped. I salute you
Openreach are the problem, I was off last year from Christmas day for 6 weeks, this was before I joined John Lewis. The service I received from BT was atrocious. The lies and rubbish I was told ranged from underground cable to council dragging their feet giving PLANNING PERMISSION to repair a telegraph pole, an insult to my intelligence.
John Lewis is without a doubt the beast server I have been with EVER.
thank you all at John Lewis Broadband, for you courteous, caring, service. I will be renewing my contract with you. The problem is with Openreach management not John Lewis or the engineers, who were mostly (not all) great
- Location
-
- Location
- LONDON
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-26
- Comments
-
10 years ago I signed up withGreenbee, They were excellent until John Lewis sold them to Plusnet. Plusnet then sold out to BT, and service has been rubbish ever since. Engineers' excuse is that Greenbee is going to be phased out, yet when you phone them one of the options is to sign up as a new customer! What customer service !
- Location
-
- Location
- Swindon
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-01
- Location
-
- Location
- Cambridgeshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-13
- Comments
-
PlusNet in disguise! Absolutely dreadful service after 3 phone calls and 2 weeks of promised broadband was given another 6 days notice - was advised it was staff not placing the order and there's nothing that can be done - Unparallell incompetency - avoid like the plague!
- Location
-
- Location
- Minety
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-22
- Location
-
- Location
- Oswestry
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-10
- Location
-
- Location
- Rugby
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-30
- Comments
-
Absolute rubbish - avoid. Signed up as John Lewis is a brand with a good reputation. Their broadband is useless and just keeps hanging, response times 20 seconds or more. Tech support and customer service poor too.
- 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
- Worcester Park
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-13
- Comments
-
Still waiting for connection JL have no effective communication links with BT who supply the infrastructure service and as a key worker moving home I needed my BB ASAP to maintain my NHS role during my 1st week off since COVID -19 . A request by JL to BT to expedite my connection was made but declined as I had a live service ... live meaning the previous owner had a connection but not one I could ever use or access so I actual fact very dead ( sounds very much like a Monty Python sketch) Now after 2 weeks I’m still waiting for my BB as they also forgot to send out the router.
This was the only utility I had any problems with during my move and not only very inconvenient but time consuming meant where I should have been able to work from home whilst getting straight I couldn’t . Ever hopeful of one day getting a connection but STILL WAITING.......
- Location
-
- Location
- Hove
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-24
- Comments
-
The speed of the broadband is good however the customer service is APPALILNG! So it's all good so long as you don't have any issues in which case, good luck!
I paid to have my account switched to a new address in order to avoid starting a new 12 months contract. The new account stopped working after a few days and John Lewis Broadband informed me that due to a technical error, I needed a new account to be set up which costs £32 but that money would be repaid to my account. Well to date it hasn't turned up in my account.All very un professional and incredibly frustrating.
- Location
-
- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-22
- Comments
-
i recently moved my phone and broadband providor from BT to John Lewis. Less expensive and a no stress faultless changeover. Thank you John Lewis.
- Location
-
- Location
- Romsey
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-04
- Comments
-
After the initial deal, got very expensive. Switched broadband provider, then went on hols, only to discover that they had closed the email account down very swiftly, which cannot be reinstated, which is a problem for an easyJet booking as they only use the original email. Apparently unable to reinstate webmail or anything (I am absolutely sure they could if they wanted to). Very peeved.
- Location
-
- Location
- Reading
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-05
- Comments
-
John Lewis might have made a terrible mistake
using a Third party to use their name - TERRIBLE CUSTOMER SERVICE - NOT FIT FOR PURPOSE
LOOK ELSEWHERE
- Location
-
- Location
- Grenock
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-14
- Comments
-
Horrid customer service. You are on hold for so long waiting for them to answer. Message says they are experiencing high call volumes. Well employ more call handlers.
My advice? Just switch and bugger them
- 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
- HEREFORD
- Reviewing
- John Lewis Broadband
- Date
- 2021-08-19
- Comments
-
Customer service is the worst ever. Please go with someone else. They say anything to get you off the phone. I had 6 months of there system not accepting payments due to system error. I had staff lie to me, put me through to wrong dept on purpose. Mis information is their game just to get you paying them. Don't entertain them. You WILL be disappointed.
- Location
-
- Location
- BALA
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-07
- Comments
-
CONSISTENTLY GETTING SLOWER AND SLOWER, FOR EVER LOSING CONNECTION, REALLY HAS TO BE THE SLOWEST I HAVE HAD SINCE DIAL UP. REALLY DISAPPOINTED WITH THIS PROVIDER, BE GLAD WHEN THE CONTRACT IS UP,
- Location
-
- Location
- bala
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
-
Not a great start to switch to john lewis, they still have not despatched my router and it has gone a day past switch over time, credit to customer care for trying to use my existing router , but it seems this was locked by bt, so in effect could not be used, so now i will be left with no internet for who knows how many days ???, running a internet based business this could be disastrous for my new business,
so really not one bit happy,
- Location
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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.