791 Customer Reviews over 20 pages
-
- Location
- london
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-30
- Comments
-
Changed from existing provider to John Lewis Broadband as on paper seemed better value for money. However, this was not the case. Paid by credit card but John Lewis Broadband, delivered by Plusnet, failed to undertake the transfer. They were being upgraded. Repeated contact with different call centre individuals resulted in no real action. Then realised with John Lewis directly, and refund was obtained by cheque. Another delaying tactic.
Advice AVOID AT ALL COSTS - poor practice, unreliable in service terms and not value for money. In short John Lewis' broad band is being delivered by PLusnet who are giving the retail chain a poor name, reputation and image.
- Location
-
- Location
- Poole
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-29
- Comments
-
Lousy, struggling to a speed above 0.6mb/s despite promise of 1.5. No customer service after 6.00pm. Difficult surf at times and can't complete my online study. When I can speak to someone I will be trying to get contract cancelled. Best left, go elsewhere.
- Location
-
- Location
- Glasgow
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-29
- Comments
-
Patchy speeds, I can deal with, I've had worse. But the levels of customer (dis)service within this company is utterly disgraceful
Normally John Lewis is a great company and a name I trust, this service (provided by PlusNet) drags that name through the mud.
Utterly, utterly appalling. If you're looking for a new broadband provider, please, look elsewhere. Nobody deserves this level of shoddy service.
- Location
-
- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-29
- Comments
-
Absolutely appalled. Cancelled my account today after waiting ONE MONTH for them to install our broadband. They constantly lied, saying it would be installed in the next few days. They strung us along promising compensation for our troubles but now I have had enough. DO NOT GET JOHN LEWIS BROADBAND UNDER ANY CIRCUMSTANCES. Me and my house mates have spent around £100 on data add ons due to their incompetence - we have not received any compensation. Customer service is awful, had to wait on the phone for at least an hour every time I tried to get through to them. Don't waste your time or money on a company that is clearly inept. Only wish I had read these reviews sooner, have been without wifi for about 5 weeks now. Shocking.
- Location
-
- Location
- Welwyn Garden City
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-26
- Comments
-
Broadband speed is poor comparing to other copper line providers we have had. Fluctuates quite a bit In the second week speeds dropped below 1mbps on a Saturday night. Bad move
- Location
-
- Location
- Buckinghamshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-25
- Comments
-
Customer Service?
Simply hopeless!
- Location
-
- Location
- Eastbourne
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-24
- Comments
-
Avoid. It took over a month after the agreed switch date to actually switch. There was no notification that they were going to switch on that day. I was working and suddenly my internet dropped. Poor communication for something which these days should be a standard process.
- Location
-
- Location
- Hengoed
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-23
- Comments
-
Worst decision we ever made! John Lewis is a name synonymous with quality but their broadband service has dragged their name into the abyss! The telephone switch was fine but they left us without broadband for 10 days because of problems their end and Customer Service was a bad joke. It never takes less than 25 minutes to get past their appalling “musical” hold system to speak to a real person and when you do, their scripts are so basic that they can’t actually help you in any meaningful way. They have failed to correctly set up the direct debit and are now hounding me with emails and text messages for a payment that their Customer Service team member confirms they have actually received! The icing on the cake? I have never had such a slow broadband speed! Can’t wait to switch away.
- Location
-
- Location
- Isle of skye
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-21
- Location
-
- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-20
- Location
-
- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-20
- Comments
-
Terrible customer service. Had problems since signing up. They never reply to queries. Have been overcharged in second month and still awaiting refund and explanation. Wish I'd never signed up to John Lewis.
- Location
-
- Location
- Hove
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
-
After ordering the broadband I had to call them just before the start of service to ask for a router. Apparently it had been forgotten to be sent out. One minute after asking for the router I received an e-mail stating my broadband order had been cancelled. Nobody could tell me why this had happened and I had to wait 5 days before anyone contacted me. When they did they just said they didn’t know why it was cancelled and that I woud have to start the order again from the start. Apart from ‘I’m sorry’, there was no offer of compensation or anything. I had to beg my previous provider not to terminate my broadband/phone. NOT recommended! I wish I had read these reviews before wasting my time. Very disappointed that John Lewis are treating their customers in this way.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
-
Ordered a package on Tuesday, and Broadbad was up & running by Fri! With a new router delivered inbetween.
Customer service took 20mins to get through to, but fixed the connection problem in 5mins, so very happy.
First day and speed is extremely slow, but this should improve in the next few days once line is established.
All in all, has been super smooth and highly recommend them!
- Location
-
- Location
- Perth Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
-
Brilliant company. Just swapped over from BT. Saved £200+ per year, Speed up from 51Mb to 63Mb for download, 9Mb to 18Mb for upload. Everything came as promised. Instructions were the clearest that I have ever seen. They answer the phone very quickly. I will not be going back to BT. What is not to like!!!!
- Location
-
- Location
- Chichester
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-19
- Comments
-
Very disappointing. Kept adding extra items we had not ordered to DD payments, took ages to request refunds. The last one they said would be paid by cheque which never arrived. Decided to cancel and did so at end of contract. They now claiming cancellation charge. Finally the 0800 tel no on the emails and texts they keep sending to contact is incorrect 0800 013 263.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-18
- Comments
-
I was pretty happy with JL initially. It gave me what I need from a contract despite initial set up problems due to Openreach. I switched to VDSL and have had now 2 bad experiences with customer services. They are patronising and not helpful. I;ve been using my own router as their ADSL offering didn't have 5G. Person 1 thought I had a password problem when in fact I needed to input Plusnet VDSL as the provider, which no-one told me. They changed my password; when I tried to change it my internet would not connect. I one to TP link customer services and we went though a complete reboot. Still no connection, I finally got though to JL customer services today and the young man I talked to assumed it was my password while my router is saying contact your service provider. He wasn't listening but was trying to be reassuring. I didn't want reassurance, I wanted them to check my connection. Wake up boys this is the 21st century and women know about technology. Patronising to a fault and not helpful I ordered a JL router to save my temper and sanity.
- 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
- Grantham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-12
- Comments
-
DO NOT DEAL WITH THIS PROVIDER! Ordered new internet and paid the first month. After reading all the reviews and realising that it is not John Lewis I decided not to proceed. I was told the refund would take 5 days. After a week called again to be told it would take 20 days. After three weeks was told it would take up to a further three weeks. Please save your time and money, KEEP AWAY .
- Location
-
- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-12
- Comments
-
Signed up last week and have now cancelled as poor communication. Phone operatives are rude - when you can get through on phone! They just don't have the capacity to offer a good customer service. Do not think John Lewis aligning themselves with Plusnet was a great move - certainly do not have same values.
- Location
-
- Location
- Glasgow
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-12
- Comments
-
very poor service speed not the right word customer service non existant
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-11
- Location
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-09
- Comments
-
Words fail me. I have had terrible service and even worse "customer care" from JL. Don't go there. Life is too short..
- Location
-
- Location
- Abergavenny
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-09
- Comments
-
I wish I had read these reviews before I made the switch from Sky. I keep receiving emails about “queries” I have never made, nonsensical messages and incorrect information, dates for the switch which are then cancelled and uncancelled in a seven circles of hell vortex which has turned me into a mad woman. I am now without phone and broadband which has been disconnected and appears to be beyond their ability to connect. Hours on the phone to so called customer service and now an inexplicable charge has been taken from my bank account. How could it be worse. John Lewis need to distance themselves from these third party suppliers pronto.
- Location
-
- Location
- worcestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-06
- Comments
-
the worst customer service i have ever experienced
- Location
-
- Location
- Wrexham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-05
- Comments
-
Absolutely terrible customer service. I applied for a broadband/phone deal and, 3 days after applying, was informed that my application had been rejected. I immediately cancelled the application and was told that my £25 delivery fee would be refunded. 18 days later I have been contacted to say that a cheque has been processed, but this could take up to a further 2 weeks to arrive. Their responses to my numerous emails on their on-line "Query' system reads like a comedy. Anyone considering a John Lewis/Plusnet broadband package has to be insane. I certainly won't consider them for anything in the future
- Location
-
- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-05
- Comments
-
Worst ever.... I have been on phone waiting for their customer service for more than a hour. I chose John Lewis broad band because of their coustomer services in their department stores but I’m quite sure their broadband hasn’t got anything to do with that!
- 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
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-03
- Comments
-
I have recently transferred to JL Broadband and it has been a big mistake. I didn't receive a router and so I have ended up purchasing one myself because despite numerous attempts to contact them, including raising a formal complaint, they haven't responded. I would avoid.
- Location
-
- Location
- POOLE
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-02
- Comments
-
Total waste of time. I raised complaints and never phoned back. Waited 6 weeks for broadband never to be installed. AVOID!
- Location
-
- Location
- Leicestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-02
- Comments
-
Given the low ratings for all major providers on here you would probably never switch from a problem free provider no matter how much they put up prices if you only read the bad reviews on here.
My experience of JL fibre ISP. Worked without a hitch with my high end ASUS router when changing the basic connection address and password. within a week easily hitting well above (75 MPS) minmimum speed (40MPS) even using a 128 bit VPN tunnel from the router client VPN setup.
8000 Avios did not track within 5 days (thats an Avios issue not limited to JL) but a quick email to Avios to add manual track and the 8000 Avios arrived on time. 8000 Avios should easily be able to be redeemed at 1p per Avios so 8000 Avios worth a minimum of £80.
£75 John Lewis Voucher arrived with stated timescale. Check.
overall very happy with JL broadband.
- Location
-
- Location
- highlans
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
-
Rubbish Customer Service! It is a big con - you THINK it is all with John Lewis and their values? In the provision of Broadband and phone services, it is PLUSNET - who ARE rubbish!. By association, John Lewis are rubbish indeed worse than that, they mislead you on matters of service provision.
- Location
-
- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
-
John Lewis Brodaband has become impossibly bad. I've been with them for many years (initially as Waitrose)
Now problems with direct debit (no problem at my bank), support don't reply to queries and telephone support always has at least 20 minutes wait.
Currently I'm transferring my emails to another provider so I can move ISP.
I would recommend not touching them.
- Location
-
- Location
- Kirdford
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-01
- Comments
-
Absolutely terrible. I had to call them daily to get them to do their job! AVOID AVOID AVOID! It took over 4 weeks to get a new service up and running and that was with me calling them using my mobile to get anything at all sorted. They offered a measly free broadband for one month about £4.50! Constantly told it was all activated and it wasn't. Finally now have my service but will definitely ditch them once the 12 months has runout!
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-30
- Comments
-
Had a few issues with my service from John Lewis broadband which took loads of calls and emails to sort, all of them from me as they seem incapable of contacting you back. Now that i have left they are still trying to take money from my account and emails asking for payment for a service they have stopped providing. Case has been open for 2 weeks with just comments and calls from myself. How they can call themselves John Lewis broadband is a joke, million miles away from the service you receive from the retail stores. Will never buy goods or services from them again because of this experience.
- Location
-
- Location
- Penzance
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-29
- Comments
-
Very poor service. Broadband regularly goes through phases where it drops out. Although customer support reset line, which cures issue for a short while, they never seem to get to root of problem. And getting through to them on phone is hard work - very long waits.
- Location
-
- Location
- Crowborough
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-27
- Comments
-
Quite an unbelievably bad service all round. Shocking broadband connection. Appalling and aggressive customer service. Incompetent resolutions team. Still sending threatening debt recovery letters (latest one for £3) despite having had the case ‘closed’. Our household, family and friends will never shop with John Lewis again because of this.
- Location
-
- Location
- Notts
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-26
- Comments
-
We've been with John Lewis for less than a month (having been with Sky and BT for over 5 years before that) and the reliability of the broadbankd is poor low. We had no issues with the wifi with Sky or BT but have had issues since joining John Lewis to the extent we have not been able to watch anything properly online since joining them.
- 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
- Ottery st Mary
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-24
- Comments
-
John Lewis says it cannot take payment from my direct debit from which they have been taking payment for ages! My bank confirms that the direct debit is active and that there are no problems on my account. John Lewis say “ pay within 14 days or else!” They will not accept an email from me and whe I finally got through on the phone after 15 minutes of music the said they would take paynent over the phone. But when they tried they said that they can’t because nothing is owing! Offered to transfer me to accounts, but there was a 25 minutes waiting time! Service? Here is an IT service that can’t even sort themselves out. They know that I will have to put up with it because I don’ want to change my email address.
- Location
-
- Location
- Central London
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-22
- Comments
-
They have introduced a new payment system which is a disaster. They have no idea what they are doing. You wait 44 minutes for someone to answer the phone. The online 'my account' is 'unavailable'. Their direct debit reversed itself out of my account as they applied for it a day before they said they would. My bank said they had no control over it. Since then it has been a catalogue of errors, apologetic emails, then today threatening emails. I have complained to the Chairman of John Lewis about the poor service and the awful reputation they are giving the Partnership. When I first joined them 4+ years ago for my phone in London, they were great. Now, they are absolutely not. If I want appalling customer services then go to the cheap providers, or BT. You do not expect it from John Lewis. I am going to Zen who provide an excellent service for me at the house in Norfolk.
- 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.