806 Customer Reviews over 21 pages
-
- 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
- Yeovil
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-21
- Comments
-
Had JL/PN Broadband now for 6 months, been paying for fibre plus package £40+ per month. My speed has been dropping so called technical, just been told by 'so-called' technical that I haven't been getting what I have been paying for hence my speed is well below 40mgb and should have been 70+.
I was put through to the order dept and they say I have been on the right package 'LIARS' you have crossed the wrong bloke. John Lewis why have you aligned yourself with dodgy 'Plusnet' JL you have deceived your loyal customers, shame on you.
- Location
-
- Location
- dorset
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-13
- Comments
-
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
- Halifax
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-17
- Comments
-
Thankfully I’m able to leave John Lewis Broadband after only a couple of months, because they increased pricing.
The amount of dropouts of service is unbelievable. It happens at least 10x a night (and that’s no exaggeration) and as I write for a website, I’m usually connected to wordpress and gmail between 7 and 10pm every night. I have Spotify going in the background, so hardly heavy usage, but those three things suffer because of the regular down times.
They use Plusnet as their provider, who I’ve used twice in the past and never had a problem with them, so it’s a bit confusing why John Lewis broadband is so glitchy and bad.
It was a simple cancellation process over the phone, the guy did ask if I’d be interested in upgrading to their fibre option to ‘avoid dropouts’ which, according to him ‘don’t happen much on standard broadband’ but I simply can’t trust them.
Is the price cheap? Yes.
Is the service good? No.
Would I recommend John Lewis to a friend? The shop I would…but wouldn’t only not recommend their broadband, I’d tell them to stay well clear.
- Location
-
- Location
- goole
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-30
- Comments
-
Really dreadful. Worse than I expected.
The line was "mis-jumpered" in the cabinet, despite JL / Plusnet telling me all was OK. I had to risk £65 for an Openreach engineer to visit and sort it out.
JL promised me 2 months free service for the trouble, but didn't credit me.
My home phones don't ring when someone calls. Waiting for Openreach again, as a "line card" is faulty in the exchange.
Phoning JL customer service takes you to an Asian call centre, located in Leeds. Aggressive, awkward and unhelpful.
Go to another provider. Any other. Don't buy JL.
- Location
-
- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-22
- Comments
-
Absolutely awful customer service. My phone line has had problems previously and for the last 5 days I have been unable to contact tech guys regarding same problem . Been left holding on answering service for about 14 hours over the las 4 days. Vunerable 84year old living here who is shielding and the use of a reliable phone is essential. Won’t be renewing my contract and would not recommend company to anyone.
- Location
-
- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-28
- Comments
-
First 6 months of contract fine the last 6 months have been awful. Broadband constantly disconnects ....... Utterly disappointed with service and intend to go back to my previous provider at first opportunity
- Location
-
- Location
- Trowbridge
- Reviewing
- John Lewis Broadband
- Date
- 2019-05-26
- Comments
-
My connection has been unreliable in two separate houses. The customer service is abysmal. Make sure you contact the complaint department. They can make at least make things move faster. The move from one address to another was mismanaged dreadfully. The impression you get is that the systems are all over the place. I have been offered £100 as a goodwill payment and a waiving of the fee if I choose to move to another provider. It's my second night with John Lewis broadband in the new house and the connection is dropping in and out all the time. It's not worth it. In an industry where poor customer service seems endemic, John Lewis manages to surpass the competition and plumb new depths
- Location
-
- Location
- Scottish borders
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-24
- Comments
-
Recurring problems regularly for 2 years now. Very slow to none internet connection. Engineers been out said we should be receiving 1.8 but for last few months less than 0.3 at best having to drive 4 miles to a supermarket to check my emails not good what are we paying for? Ongoing problem that they seem unable to resolve. Not good for a company like this sorry
- 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
- 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
- Chester or street
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-11
- Comments
-
Would give zero stars if possible. Total fiasco from start to finish. John Lewis needs to sever links with this company. I had to involve the ombudsman at one point who ruled in my favour after I had not had a bill for months. All customer service could say was put the money aside. Decided to leave when the charges went up and even though they stated no exit fee if I gave 14days notice they tried to charge me. They also cut my broadband off the very next day and would not turn it back on. I was without the internet for 2 weeks until the new provider took over. They actually owe me but I can probably kiss that goodbye. Never again.
- 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
- Knebworth, Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-22
- Comments
-
Tried to switch from Plusnet to JLewis broadband. However as JLewis use Plusnet they tried switching me twice and both times this has failed and I've wasted over a month in paying higher phoneline and broadband. I contacted jlewis customer services three times and it took 45min, 30 min and last time 20min to get through. Very, very poor service. Not what I was expecting. Look else where.
- Location
-
- Location
- Sutton, Greater London
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
-
I made the monumental mistake of not reading enough reviews of John Lewis broadband before signing up. Switched over in May 2017, nothing but problems ever since. Had excuse after excuse, been told I've got the router too close to other items, even though wired broadband is also a problem. Now another week of phone calls and waiting for updates with nothing. John Lewis batting it to Open Reach and vice versa. Intermittent drops which can be as close together as a few minutes on/off. No particular pattern, only know about wired devices as we have linked to our 'smart' digibox. Such a shame because when it's working it is a good speed. I never usually do any reviewing online, so the fact I'm going out of my way to post on as many forums as I can find should tell you something. AVOID. I'm considering further action and looking to evidence voided contract.
- Location
-
- Location
- Skipton
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-05
- Comments
-
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
- eastbourne
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-01
- Comments
-
Very poor customer service,very hard to speak to anyone emails go unanswered so leaving them.
- Location
-
- Location
- bolton
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-30
- Comments
-
Applied online to change from BT early Dec for 4 jan switchover After initial sign up and payment, heard nothing. Been on phone and email most days of this week as no router sent. Their system poor and my order was causing tech problems in provisioning dept. Still no sign of switchover date and router arrived today. NOT happy and back to BT as no time to shop around for switch over and bothered by unreliable serviceonly providers. John Lewis systems that issue contracts, take payment and shut down accounts are working just fine.
- 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
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-14
- Comments
-
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
- 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
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-03
- Comments
-
We closed our account as we were moving. However before that we rang several times to make sure we could continue with our webmail. On each occasion we were reassured we could. Today, with the account closed we have no webmail and told they cant provide this service.So we have lost everything, thanks JL for nothing.
- Location
-
- Location
- CHESSINGTON
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-25
- Comments
-
Never knowingly undersold? Well, they have now. Since price increase and unlimited broadband use the service has rapidly become slower. long wait to call centre. I believe Plusnet's servers are overloaded. Broadband is acceptable but web-mail is absolutely hopeless. For five tears or so it was always ok.
- Location
-
- Location
- England
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-29
- Comments
-
John Lewis (JL) mismanaged my account for a year, then kept wildly overcharging on each bill (not even emailing me bills, but just plonking them on an online account that I didn't realise existed), stopping my internet, etc. After months of this, I paid up for longer than needed & switched provider. But JL continued charging monthly for months, even though I'd left, & threatened me with debt collectors. After much stress, JL finally accepted there was no debt, gave miserly compensation, & promised they'd told their debt collectors to cease pursuing. But after a couple of months, the 'debt' reappeared with letter from JL saying they'd instructed PCS to collect. Suddenly being harrassed again by JL, credit rating threatened, & now PCS harrassing me also. The nightmare continues... will I ever be rid of them?
- 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
- Market Harborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
-
We changed from Sky to John Lewis and we have regretted it since, broadband speed very poor and huge variations in download speeds
- Location
-
- Location
- Fordingbridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-17
- Comments
-
Unreliable connection and bad customer service, no phone call answered in less than 45 minutes, every problem blamed on the user before finally agreeing to let me leave free of charge, then attempted to charge me for leaving!
- 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
- 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
- Warwickshire / London
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-04
- Comments
-
I have been waiting since Dec4 for my JL Broadband to be
to be moved from Warwickshire to London. It is now February 4.
First, my request was lost in their computer while zi waited unknowingly,
Then when a BT engineer came finally- John Lewis don't tell you they don't have their own engineers- the connection couldn't be completed because the exterior cable needs replacing. Which can only be done by BT!
So both JL Broadband and I have no idea when this will be completed,
5 6 7 calls to them average wait time 30 minutes. I was informed by one helpful assistant that I would be given a month's free broadband ; but the charges are still
Being withdrawn from my account!
As much as I dislike BT's monopoly I am today giving JL the sack and going with BT.
I am 72 recovering from a major brain injury , the frustration and incompetence of the above has made me ill with stress
- Location
-
- Location
- Taunton
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-06
- Comments
-
Signed up so I would be able to work from him as soon as I had moved in. Was told I would be called regarding my complaint. Never was. It turns out they didn’t put the order through so lost £££ in buisness. As way of compensation I was offered 2months free internet but still paying line rental (so about £6 off) very annoyed. Internet isn’t even reliable or strong. Wish I could get out of this now but can’t.
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-10
- Comments
-
If the service is bad, just wait until you try and close your account. Despite a letter confirming I was out of contract, I was billed a cancellation charge. After protesting this was reversed, only for me to be billed again for ongoing service, and their email to me does not accept replies. Told to use their QUERY facility which just goes round in circles. More than glad I'm leaving.
- 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
- Sudbury suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-28
- Comments
-
I've been with John Lewis B/B for over 10 years. There service has seriously deteriorated. I am now without internet and email.I can no longer get into any of my accounts due to an Authentication problem they are having. Two new routers in ladt three weeks. Non of my passwords work. They have changed them twice without my permission. Not notified me of change so again I have no service at all. Open reach called out twice. They say it's being dealt by there fault team and will take sometime to resolve. Apparently many customers are affected including those with greenbee usernames. No one knows what they are doing support is disgraceful I am relieved that I am going over to a new supplier next week. Dont touch them
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
-
Avoid. Complete and utter expensive waste of time.. 3 months since asking for change to service, Lots of excuses no action. 40 Minute hold today in order to get through a cancellation. For what was promised a ten day changeover means we have been running with our existing supplier for an extra 3 months.
- Location
-
- Location
- Ascot
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-29
- Comments
-
Please do not bother
This is the worse broadband I have ever used. It does not work in the morning or evening drop during the day and the Customer service advice is to disconnect and connect again ( which if you wish to use it need to happen 20 times a day) Please AVOID!I wouldn't pay £1.00 for this service
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-16
- Comments
-
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
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-09
- Comments
-
DO NOT USE THIS PROVIDER - They have scammed us out of over 80 pounds. After 2 months of back and forth (they will blatantly lie to you over the phone, saying they will call you back and then never do - promising an engineer to come out and then saying it was cancelled with no reasoning or notice) we still have no internet. They are extremely deceitful over the phone and will constantly shift the blame to their partner company Openreach in an attempt to get out of ****. I cannot stress enough how painful this experience has been. Avoid like the plague.
- 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
- Bonnie Galloway
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-15
- Comments
-
Only been with them for 2 weeks. More often than not the computer cannot'see' the router, and when it does see it, it often can't connect.
Helpline constantly not available.
A borrowed router solved the connection problem.
I've sent 3 complaints online, and not had a reply yet.
Abysmal service.
I wish I had read this page before signing up.
- 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.