806 Customer Reviews over 21 pages
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-28
- Comments
-
Unreliable broadband with worse than poor customer service; treating a know-how customer like a stupid. Now to leave I have to pay a fee! Rot in HELL JohnLewis!
- Location
-
- Location
- South West
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-09
- Comments
-
Called John Lewis to sign up for £20 a month broadband deal a couple of weeks ago. Heard nothing. Called back and they have no record of my call whatsoever, even when I give them the user name they insisted I set up. Thought I'd give them the benefit of the doubt, but when I try to sign up again the deal is no longer available and the monthly payments have gone up. Guess I'll stick with B.T., they may be expensive but at least the customer service has been good.
- 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
- 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
- Reading
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-19
- Comments
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Bizarre. Serious connectivity problems on first day of going over to them. Couldn't fulfil ALL the security questions to investigate the problem, so they refused to proceed!!! Couldn't cancel...because I can't answer ALL the security questions! Infuriating - and there's no email address to try and get round the system - John Lewis Broadband doesn't have an email address!!! Even John Lewis customer services couldn't contact them. Next stop, Ofcom. Truly, truly bizarre. But then, it is run by PlusNet, so that explains it.
- Location
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-24
- Comments
-
Unlike many of the reviewers here, I have only praise for JL Broadband. I have been with them for a number of years and have found them generally perfectly satisfactory. My experience this week has renewed my confidence in them. We have a landline and OpenReach replaced the junction box as a prelude to laying fibre cable. In doing do they misconnected the wires, cut off my next door neighbour and put a higher voltage down our line - which burnt out my router. Once the customer service people had established that it was irreparable (which took a while) and couldn't be re-configured, they ordered me up a new router as a matter of urgency and it arrived in three days on Christmas Eve. I have an especial plaudit for Ben, who was a model of speed, clarity and courtesy.
My only grumble is that their "introductory" offer of £20 only lasts 6 months and you have to phone up and complain that it has gone up to £27 - though admittedly they then do, without argument, put you back onto the cheap rate for another 6 months. However, this nonsense is widespread throughout the industry.
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-16
- Comments
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Email: about to abandon long-cherished @waitrose for following reasons:-
Have to say there is a sickening sense of recognition, reading the reviews: email today, as Sunday: 'Service Unavailable'.
Leading up to this, loading email increasingly sensitive (if I move onto other window, it 'times out' out of pique!). Deleting one item at a time is incredibly time-consuming; worse, is accessing older pages - which I have painstakingly cleaned of any mails over 50kb - times out, dawdles, has to be refreshed.
The whole system is plainly overstretched and breaking.
- Location
-
- Location
- North East
- Reviewing
- John Lewis Broadband
- Date
- 2014-10-24
- Comments
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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
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-17
- Comments
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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
- Telford
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
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Very disappointed with the pathetic speed and the extortionate price... Paid over £40 just for broadband and the speeds rarely got to 20mb... The worst ISP I have used to date and that's going something
- Location
-
- Location
- Herefordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-04
- Location
-
- Location
- Herefordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-06
- Comments
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I work from home - or rather, I did, until I signed up with John Lewis broadband. Now, I just spend my day on the phone to JL’s technical support line. It’s now my 42nd day without a broadband connection and there’s no sign of a resolution in sight. On the dozens of occasions when I've rung JL to find out what's going on - they never ring me, though once in a while I do get a completely irrelevant text - the customer service has been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power. BT Openreach owns and administers the lines, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. A couple of days ago JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. It’s so bad it’s almost comical. Almost.
- Location
-
- Location
- Bath
- Reviewing
- John Lewis Broadband
- Date
- 2021-05-16
- Comments
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Avoid. Avoid. Avoid. Firstly, they messed up processing my order which meant I incurred increased charges from my old provider. Secondly, they never actually flipped my broadband 'on' when they were supposed to. Now it seems that they can't even disconnect my service after I moved to a new supplier because they put their prices up. An utter shambles from the beginning to the... well I was going to say 'end', but apparently they still think they're providing my broadband.
- Location
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- 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
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-06
- Comments
-
Terrible arrogant customer service team.
30 min waiting time for calls.
2mb download speeds.
£170 cancellation charges.
Completely unacceptable company.
Avoid at all cost.
- Location
-
- Location
- bala
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-18
- Comments
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broadband it low and often drops, for a rural area like this, it is passable,
customer service on the other hand is just not up to the job, JL snt me an email telling me there were problems with their system and they could not collect my direct debit on time, and they would inform me when they would collect it, they sent me an email saying it will be collected on or after the 13th, so they decided to collect it on the 12th, funds were placed in my bank on the 12th to cover the direct debit on the 13th, needless to say my once perfect record with my bank has now gone, I will be charged for their incompetence, and all they do is ignore my emails, on top of this they are saying now because I have not paid my account will be restricted, and would you believe their online payment through your account has been down for days, so even though I am trying to pay, I can't, needless to say I will be taking my custom elsewhere,
- 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
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-08
- Comments
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We left this company before the year was up as our Broadband was so slow. We were told we would not pay a termination fee as that was the reason we were leaving. They then sent a text and an email asking for money for the months left. Our new company agreed if we paid they would credit our account. Today I went to pay and was told my bill had been passed to a debt collection agency. I have never in my life been in debt or owed any money. Disgraceful...Beware of this dreadful company
- Location
-
- Location
- Netley Abbey
- Reviewing
- John Lewis Broadband
- Date
- 2016-04-05
- Comments
-
Just don't even think about it. The service is dire, without doubt the worst broadband provider I have ever had - can't wait till the contract ends. I will be avoiding John Lewis/PlusNet/BT in future. What a silly way to trash the John Lewis brand.
- Location
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- Location
- isle of Wight
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-19
- Comments
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The internet and phone were not switched on by the date stated. Contacted customer service who said it would be on by midnight, all the bt engineers go home at 6pm so I knew that was a load of rubbish. John Lewis are going to be in breach of contract. Be advised not to bother, Mickey Mouse could do better.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-07-06
- Comments
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We were moving home so phoned JLB (Plusnet) to cancel my broadband but wanted to keep email account. Plusnet assured me this was possible. However when our broadband contract finished our email account was destroyed! All our emails are permanently lost. I would never use JLB or Plusnet ever again. Their customer service is appalling. If you are a JLB customer BEWARE … backup your emails.
- Location
-
- Location
- Bucks
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-15
- Location
-
- Location
- North West
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-01
- Comments
-
I have just left John Lewis (June) and my main complaint of many I have, is with the cash. Whatever deal you strike with them, on every anniversary it is removed and you have to renegotiate it and get your refund. Having got the refund, twice now the refund was ignored and reinstated to my account. Now I've left I don't suppose I'll ever get back to my original deal and get my refunds. Watch this company they delight in adding bits of charges to your account and then you will waste a day on the 'phone to sort it out. It has got worse in the last year, I wonder why?
- Location
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- Location
- Peterborough
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-11
- Comments
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My service, the broadband itself, was ok. I received a letter sating they were putting up the price, and i could opt out without penalty if i wanted to. I rand them and took that option. My service ended, i paid my bill a day before it was due to end, thinking i would get a refund..... No refund, chased it, spoke to a human, even had a call log to say being looked into. Then i had an email for more money taken out of my account, an early termination fee. I rang them, yes was re-assured it would be looked at, before and after the money was due. Yep, they have taken the money out and because they have closed my account they can't refund it electronically..... the manager said he will send a cheque, which will take 14 days.... we have all heard the one about the cheque is in the post. What rubbish service, and no solution
- Location
-
- Location
- cam gloucestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-17
- Comments
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I tried to download my first bill, no joy, I tried phoning but they cut you off.I sent an e-mail to question why 23rd November, no answer. I have cancelled my DD and gone back to BT for some decent service. I will pay my last bill when I get an explanation from them, but I will not pay any cancellation fees as I consider they have breached their contract for service.
- Location
-
- Location
- Wells
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-29
- Comments
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Oh dear !
What has happened to the excellent service John Lewis used to supply ?
Email website down, refusal to recognise me on the login page, 30 minute waiting time to answer a call, and no email address to send a complaint to !
Seems I am up the creek without a paddle...
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-21
- Comments
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Simply dreadful on all fronts. Lower speed. No service. Terrible set up. Terrible customer service. A complete joke. Bt cost more but at least it worked.
- Location
-
- Location
- Sanquhar
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-26
- Comments
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Switched over from BT due to BT price hikes. On the switch over day was left without broadband, but on phoning the following morning it was quickly sorted out. Also unfortunately the router didn't arrive until the day after that. Once all connected its been fine, the supplied router connected at a higher speed than the old BT HomeHub4, now connected at a better speed than I have had for 6 years. If they'd made a better start I would have been entirely happy.
- Location
-
- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2015-03-24
- Location
-
- Location
- Bridlington
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-13
- Comments
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I have been with John Lewis broadband for 8 months now, in which time we've had several problems with the connection speed and reliability. When calling to discuss, customer service has been relatively bad and not offered satisfactory answers.
After 8 months, they decided to put the price up, despite still offering the original price to new customers. Luckily this meant there was a window to leave without paying the early termination fee!
I shall not be recommending this service or using it again myself in the future. It's a shame that the John Lewis brand has been stuck on this poor quality service.
- Location
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- Location
- Darlington
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-10
- Comments
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Didn't even get the internet in and we had so many problems with them by cancelling the order waited for it for 2weeks and the router didn't come on the date it was meant to do contacted they told us that it's on its way rang again and the order wasn't even placed we paid the fees to get it set us as well and all they could say was they have to place the order again and wait another two weeks waste of time wouldn't go for these providers they are nothing but time wasters
- Location
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- Location
- Altrincham
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-18
- Comments
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JOHN LEWIS, PLEASE HELP
Please will a senior manager or Director in charge of John Lewis Customer Services read these reviews. The majority of us have similar experience which adds up to a chronically poor service, one that has had me in tears because of an aggressive person in the so-called support service. I cant think of anything to say that is good. At the moment I am without any of my emails and have been told that there is no-one to deal with my issue now as it's after 10 pm - whatever happened to 24/7 - and the backroom tech won't be in until Monday. I love my John Lewis because of the products and service but I am about to leave their broadband service and just hope that someone is listening.
- Location
-
- Location
- OX394DP
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-19
- Comments
-
What has gone wrong at JL broadband. I have had a @waitrose.com account for a number of years without too many problems and whatever problems were encountered were usually solved at the time by the whoever took the call. I was not receiving e-mails due to my Inbox being full. I have had four phone calls to JL but it transpires only a trained technician can resolve this. I was originally told it would take two to three days before they could look at the situation and now on the forth day I am told it will be five days. Just how much have JL cut back. How many complaints must they have when it takes 5 days to look at let alone solve a problem This is not the service we axpect or pay for from John Lewis. Cut back on customer service and you cut back on customers.
- 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
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-22
- Comments
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PLease be warned! I took this contract on the back of the John Lewis name and reputation.Within 1 week of my contract they informed me of a price increase - the offer is just a hook!
They then, when I cancelled, decided I owed them over £90.00 for the privilage of being conned!! - beware and do not touch this offer, it is not real or sincere. Customer services will be rude and dismissive.m Worst broadband experience of my life!!!!!
PLEASE AVOID AT ALL COST.
- Location
-
- Location
- Hounslow
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-26
- Comments
-
I switched from BT to John Lewis broadband a year and half ago, due to the reputation of John Lewis.
John Lewis broadband use Plusnet as their carrier. I have had issues with the service ranging from dropped connections, low speeds (sub 2 MBPS) and bad customer service.
The hub that is provided is low power and I get no signal after 5 meters.
I tried calling the customer service team numerous times to resolve the issue, but they are absolutely useless.
I have signed up with another provider and I am hoping they cannot be as incompetent as John Lewis.
- Location
-
- Location
- Llanwrda
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-05
- Comments
-
Switch over was easy and price was good, unfortunately broadband and WiFi is much slower and unreliable than BT, customer service told me it was a good speed?? Not happy product is not what they advertised after being a big John Lewis fan for years, really felt let down.
- Location
-
- Location
- Oxfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-07
- Comments
-
I changed to JL broadband after daytime connectivity issues with my previous supplier during lockdown. JL broadband is, if anything, worse than my previous connectivity and is problematic not only during the day but in the evenings too. Furthermore, one of the features offered by JL at sign up was a JL gift voucher, which has not materialised after two months since signing up with them.
- Location
-
- Location
- Pontefract
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-11
- Comments
-
Like others on here I thought joining John Lewis broadband would ensure a good experience. Signed up and paid for first month Then got letter from BT telling me they’d relinquish the line at an entirely different date to what I’d agreed with John Lewis broadband. Then the games began. Queries went unanswered. Complaints get ignored. Because I haven’t actually been connected yet I can’t cancel but getting thru to anyone can help is impossible. Just been transferred to someone who can help and twenty minutes later still on hold. Don’t go there at all. The customer service is deplorable - I could swear the last person I spoke to was drunk , i do know the woman before that conversation couldn’t have cared a toss about the problem. Shocking. They’re worse than BT and that takes some doing!!
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-27
- Comments
-
I wouldn’t recommend this service constant connection problems very unreliable connection when streaming videos. Customer service staff seem clueless! I was with BT before I joined in August 2017 which was good but more expensive. However I regret leaving and will not be renewing my contract I also can’t wait to leave.
- 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.