806 Customer Reviews over 21 pages
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-02
- Location
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- Location
- Cheltenham
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-11
- Comments
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I have an intermittent drop out on my fibre broadband which can go off for minutes or hours at a time. Despite complaining since mid January I am getting nowhere and have been chronically told different stories. Clearly JL admit they can see the drop out but 4 engineers from Open Reach can find no fault. I appreciate open reach servive poor but I have been lied to by JL as well. The engineer this week sought permission via his supervisor to replace my master socket which remains in bits since the last phone complaint as this has made things more stable. Said had to go back to JL for permission. Next day I am called to say fault closed! On further enquiry I find they have not had anything back from OpenReach and I have to wait till 4pm today for response. This morning I have email to say fault sorted! A miracle as my socket still in bits. Someone is lying and I am fed up. I expected much more for the John Lewis brand
- Location
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- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2016-10-17
- Comments
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Have been with Waitrose/John Lewis for many years, whenever you had a problem it was easy to get through on the freephone number and I never had to wait more than a couple of rings for someone to answer. Ever since Plusnet run the call centre it is a nightmare, give up waiting for someone to answer after 20 mins hanging on, online contact takes at least over 24hrs for someone to answer if your lucky and for this reason I would not recommend.
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-10
- Comments
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I have been with Greenbee/WaitroseI/ John Lewis 10 years or so. I have always had excellent help over the phone .I had never looked at the reviews before but will no longer try to persuade my husband to change from his BT to John Lewis I would never hear the end of it if he had those problems.
- Location
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- Location
- Scottish borders
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-24
- Comments
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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
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- Location
- Ruislip MIDDLESEX
- Reviewing
- John Lewis Broadband
- Date
- 2013-12-24
- Comments
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We have fibre broadband and the speed is excellent. Customer services is also excellent and free and are based in this country. Completely STRESS FREE. Everything was set up on the days quoted and I would recommend to anyone.
- Location
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- Location
- Yeovil
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-12
- Comments
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I would not have believed that any company could be this bad, let alone John Lewis. Dreadful customer service, incorrect bills every month, hours on hold having to listen to the worst loud on hold music on the planet. The whole thing is run by Plusnet and you are just paying twice as much for the John Lewis brand. But complain to John Lewis and they don't want to know - they just tell you to call the help line, which is actually plusnet. It's a complete con and an absolute disgrace. I have now left and gone over to the Phone Co-op who are great, but John Lewis are still demanding money I don't owe.
- Location
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- Location
- MONMOUTH
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-26
- Comments
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I would give no stars if I could totally useless 1MB at best
- Location
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- Location
- New Galloway
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-22
- Comments
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Drops out frequently, but their customer service is unbelievable, they don't know a ******* thing about it, shocking, AVOID
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-12
- Comments
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I signed up for this after reading a very positive Which review. How stupid. If I could give it 0 stars I would. It is quite the worse connection, drops out continually and is so weak - we have neighbours two whole houses down the road whose broadband has more bars than ours! And FORGET trying to speak to anyone at their customer service... you will be sitting on the end of the phone for hours. Rubbish! And we're tied in for another 11 months!!!
- Location
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- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-18
- Comments
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Took over a month to connect the service. The standard unlimited broadband service is always cutting out, too many drop outs. Sometimes the speed reduces to less than dial up speed. I have complained numerous times, the service has not been satisfactory ever since I joined them some 14 months ago. I have asked for a refund many times, alas my request falls on deaf ears.
- Location
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- Location
- Plymouth
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-20
- Comments
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Same as all the others...dreadful nonexistent service. List my initial order so it took over 3 weeks to get connected...only it then didn't work. Takes an hour to get through to support...they then cant fix it and font call back as promised. Needed an Openreach engineer eventually who commented theyd turned the speed right down. A week later, after several drop outs and a painfully slow service.. apparently I shouldn't expect to rely on wifi!!!...I have no internet and they think a faulty router. I'm off to EE to buy their mobile internet. ADVISE NOBODY USES JOHN LEWIS INTERNET...well actually you cant as it doesnt work!
- Location
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- Location
- Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-27
- Comments
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put the price up mid contract yet offer the original price for new customers. I missed no payments, didn’t have any late payments ... Makes no sense to me at all, ergo gone to another provider. What happened to the John Lewis trusted name????
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-19
- Comments
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Currently switching to another provider and we were cut off 5 days early by John Lewis Broadband with no explanation - upon calling customer service was told there was nothing they could do despite us being promised on an earlier call that our service would continue right up until the new provider took over.
Very poor service, would not recommend.
- Location
-
- Location
- Cambridge
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-14
- Comments
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I switched from a very expensive SKY service to John Lewis which I later found out was backed by Plusnet. My experience has been good. My costs reduced from £66.80 per month for SKY to £25 for mostly free phone calls and unlimited broadband (I now use freesat). Customer service has been excellent, bband speed is ditto (I'm close to the exchange) and I cannot fault the cost. I receive an email to inform me about my next bill and it's always accurate. I expected good, reliable service from John Lewis, and that's what I've got. Unless their prices skyrocket when my contract is coming to an end, I'll stick with them.
- Location
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- Location
- Leicestershire
- Reviewing
- John Lewis Broadband
- Date
- 2021-06-22
- Comments
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I was off contract with John Lewis Broadband for about 3 years when out of the blue they contacted me to get me back on contract now now now, telling me to stick with my current speeds as fibre broadband was not available in my area. As I found out a month later, it had just become available, just not via John Lewis. Cue early termination charge I had to pay so I could get fibre to the property. Gangster like behaviour from John Lewis!
- Location
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- Location
- Newmarket
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-23
- Comments
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Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.
Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.
On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.
This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.
I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
- Location
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- Location
- Newmarket
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-23
- Comments
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Order arbitrarily cancelled over one week after placing it. No communication made prior to this. On the phone for half an hour before I get through to someone who is able to explain the situation. The woman was rude, and denied responsibility for the fiasco blaming her automated system (John Lewis) and the transferring phone company (bt retail, apparently). At no point did she take the view that I was correct and there was a mistake at her end.
Having to call BT myself I have confirmed that there is indeed no active phoneline at the property and therefore it is definitely an administrative error with you guessed it.
On calling them back I was again dealt with rudely this time by a male operative who again sought to deny responsibility saying the fault was now with btopenreach. I had to explain to the second operative in as many days that my contract was with John Lewis and the third party arrangements they had, functional or otherwise, were nothing to do with me.
This operative offered to set up connection of a new line but was not prepared to expedite the process to keep to the original order date, despite wasting hours of my time due to their own screw ups.
I am utterly appalled by this fiasco and how I have been treated throughout it. The do not even have a stock I can short.
- Location
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- Location
- Torpoint
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-03
- Comments
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Been with John Lewis Broadband for 18 months after enduring years of problems and dropped connections with BT. John Lewis Broadband has been completely reliable with speeds always close to the promised estimate. Only a few minor niggles with the free antivirus program. Customer service generally very good. Simple pricing structure is a plus.
- Location
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- Location
- Andover
- Reviewing
- John Lewis Broadband
- Date
- 2022-12-14
- Comments
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Generally satisfied with the broadband until I came to move house. I had still a year of my contact to go so accepted that I had to pay over £100 severance fee After some confusion as to whether I had paid this or not, I received a text threatening me with with the bailiffs if I didn't pay up. I tried to discuss further with JL but they said it was in the bailiffs hands. The latter said no. Eventually I was told i had to pay an extra £25 to the finance company. I have wanted to pay the bill from the start. So JL have not acted well.
- Location
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- Location
- Horley
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-21
- Comments
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Agree with the poor reviews. Customer service is abysmal, never contact you before the 24 hours are up. I didn't know before I signed up that it was run by PlusNet (owned by BT) had bad experiences with them in the past and resorted to legal and obtained compensation.
- Location
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- Location
- Tenterden, Kent
- Reviewing
- John Lewis Broadband
- Date
- 2017-11-21
- Comments
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Technically seems fine, but billing and customer services are chaotic. Strongly recommend avoiding them until they have these problems sorted.
- Location
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- Location
- Stirling
- Reviewing
- John Lewis Broadband
- Date
- 2019-02-25
- Comments
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We switched from Talktalk 5 months ago to save £10/month. We can no loger watch BBC iPlayer without it pausing frequently to load. Web pages load slowly. Even listening to internet radio such as via BBC iPlayer radio doesn't work properly. It keeps dropping out. It is supposed to be a minimum guaranteed speed of 3mbps yet I can't even stream radio reliably! Online speed test websites say I'm getting a decent speed but actual usage is terrible. This was never a problem with our previous provider TalkTalk.
The online help says I have to try a different router. Fantastic! I'll spend my evening configuring my old TalkTalk router and see if that works. Thannks a lot John Lewis broadband. We've paid you £120 so far for dial-up quality internet connection. Complete rip-off and wasted loads of time reloading pages, missing radio and tv programs and now messing around with router configuration like it's 2001.
- Location
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- Location
- Herne Bay
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-29
- Comments
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Awful! Polite staff who don't know what they are doing. They assured me I would keep my own phone number, then when the change over happened advised me of my NEW number!!! They don't seem able to get my number back, different advice from three staff I have spoken to about it. One said he is on holiday soon but will see if he can get someone else to chase it!! My new router didn't work, after three phone calls I got nowhere and then fixed it myself by experimenting with the settings. The username and password were missing! Each time you phone technical help you are on hold for 45 mins each time being forced to listen to insanely bad music, although sales answer straight away!! PLEASE GO ANYWHERE ELSE BUT NOT JOHN LEWIS!!
- Location
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- Location
- Burton-on-Trent
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-05
- Comments
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It would seem that most people have had problems, Although there have been problems it makes agreat deal of difference when the operators speak clear english and are very helpful. The speed is slightly lower than bt but it is consistant where bt used to drop considerably. All in all I am well satisfied
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-18
- Comments
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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
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- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-24
- Comments
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A follow up to the review below. Over a month without Internet despite having moved and elderly relative. The worst time to lose your connection. Spent more time on phone. 40 mins last night. Great chap. Admitted they had made another error at the start of the order and said that I would be connected in 15 mins! Joy!!! Rubbish! Still not connected and red light still on, BT says lines and exchange all working fine. What the hell shall I do next? This is really the worst company I should have connected with.
- Location
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- Location
- Cumbria
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-28
- Comments
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Diabolical
Cancelled after a week. No idea of speeds or reliability as we never got connected to broadband. Received two routers still nothing. Surely John Lewis can't continue to distance themselves from this fiasco
- Location
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- Location
- Brackley
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-22
- Comments
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If there was a no star option, I would give that! Basil Fawlty style customer service - they blocked me changing provider 3 times and when I queried it, was told that someone must really hate me!! I realise this is plusnet, but John Lewis ought to team up with a better partner. Just awful, AVOID!!!
- Location
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- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-18
- Comments
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1 star is to much. 0 stars would have been more appropriate. Rubbish customer service. Rubbish, unreliable, slow service. I had 26 engineer visits during my 18months with this shambles of a company. And, now, I am being hit with a 'cessation charge' because I moved house and am getting my services from Virgin Media. AVOID AVOID AVOID, this company.
- Location
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- Location
- exeter
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-29
- Comments
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I have been very patient with the service dropping out regularly as I seemed lucky when calling the helpline. The last time I contacted JL the young lad who talked at me was vile. I was so upset that I am stopping shopping at JL and Waitrose. Have moved providers to a small company based in Devon who are professional and only very slightly more expensive.
- Location
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- Location
- Downpatrick
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-18
- Comments
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Stay away from them 1 month still no broadband the date it was meant to be turned on still didn't work said there was a problem with my line and that an engineer was calling out I took a day off work and the engineer didn't show phoned them they said he changed the date and they could of told me I cancelled the broadband service and they still took money from my account I went with ee broadband two weeks broadbands in and working great
- Location
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- Location
- east sussex
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-04
- Comments
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TOTAL SHAMBLES !!! not a clue what they are doing stick to food and homeware
- Location
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-22
- Comments
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Started account early May 2018 because liked price but now NOT satisfied with service, Direct debit notice Not given (DD Guarantee states 10 days notice to be given when price difference (as prices of differ each month 10 days notice must be given each month, and NOT allowed to collect before set due date 5 months 5 different pay dates, and always taken before due date),speed (download 17 Mbps upload 1.2 Mbps)Customer service, unaware of product, DD rules, and the ability to communicate, overall cheap get what you pay for, no get less for what is paid for, My advice leave alone if you have not got the time to give them hassle, or of a nervous disposition, my score is 0, 0, 0, 0.
- Location
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- Location
- Ilkley
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-15
- Comments
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Worst internet provider ever had.
Stay away! A month has passed, already had a engineer visit and still no problem solved.
Took them a month to realize there was a real problem...I was even told my phone and tablet where the cause of the problem....
- Location
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- Location
- Whitby
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-27
- Comments
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Only had John Lewis broadband for short time but saved over £20 a month moving from BT. Easiest setup ever just plugged in and ready to go. Same broadband speed as BT, we are in a near dead zone and they have matched BT’s 11mbps. Just waiting to receive my £45 voucher. All in all, so far so good.
- Location
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- Location
- Ilkley
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-06
- Comments
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Worst costumer service experience ever!
If they had negative scoring I would have given -10.
Stay away, after 4 months I still do not have reliable connection.
They just don't care.
- Location
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- Location
- Ilkley
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-13
- Comments
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Worst Company ever. Stay away.
They forgot to close my account, over charged me and now cant refund my account (they say).
They want to send me a check when i an no longer residing in the UK!!!
Worst ever. No consideration...
- Location
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- Location
- Hastings
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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I do like john lewis broadband I have the fiber broadband package , i have seen so much negative reviews its not funny,
So I decided to leave a modest review
First of all when my package started with john lewis broadband the contacted me via text kept me informed when my server has gone live, payed my bills no problem , the connection is ultra reliable and a good speed for gaming , minimal jitter and lag,
However just today Billing information had got muddled, When they direct debit your account it doesnt say John Lewis Broaband it says john-(whatever)
Which made me worry , But they have a good team and resolving the issue within 48 hours , So far at the moment I am very happy with John lewis broadband, they just need to fix there billing system so when direct debited it does say JOHN LEWIS BROADBAND (accno) and then would be no problem
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-02
- 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.