806 Customer Reviews over 21 pages
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- Location
- Ashington
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-26
- Comments
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How this company has a license to even advertise broadband is beyond me .
When I first set up my connection well in advance they couldn't even get that right. After being lied to numerous times telling me I am connected which was simply not true. When calling the so called customer services to find out why my connection hadn't happened I was just palmed of with a load of jargon of technical rubbish. Also without being rude or shouting they will just simply hang up on you when they can't give you a reasonable answer.
Thankfully out of contract with them and never to return. I would advise anyone looking for a reputable Broadband supplier never sign up with John Lewis.
- Location
-
- Location
- Warmington
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-24
- Comments
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New customer rang Customer services as charged £96.00 instead if £26.00 contract fee. Told extra was because I had cancelled my contract, completely untrue. Customer services said someone their end must have done, it had happened before. Said he would sort and then was transferring me to another department re the cancellation, hung on for over 20mins, I rang off. Rang customer services back, same result, rung off again, rang customer service again,phone put down on me. Rang again this time lady said she would sort and yes I was due a refund of £70.00 as I had not cancelled. Email arrived I would get a refund of £48.22. . Again rang customer service to be told refund comes in two parts, a manager has to authorise the rest and i would get email. 5 days later no such email has arrived. I still have no idea whether my contract will be ended or whether they have corrected this. My last resort is I have written to their office in Sheffield, recorded delivery. Hoping for a personal contact who can sort this problem.Customer support hopeless and frustrating. Not worth bothering with.
- Location
-
- Location
- West Rudham Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-22
- Comments
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I have just switched to John Lewis broadband, the whole set up was so simple and I have a good fast connection at less than half that I was paying bt which is ridiculous considering bt own plusnet which is who John Lewis is supplying, the trouble with bt is they give great deals for new customers but ignore loyal customers, I won't go back to them, ever.
- Location
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- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-04
- Comments
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Sent request to cancel broadband and telephone service in the begining of March (to take effect the 4th April) as a new supplier was commissioned to take over from that date.
They sent a final invoice for telephone service for the period up to the 10th of April even though the it was not used
All in all a rubbish company to do service with !
- Location
-
- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-27
- Comments
-
Back in November I wrote a dire review of John Lewis having left BT.
The problems were blamed on the lines in my house although I was convinced that wasn't true. One support person seemed to go beyond the norm in trying to help and I was grateful but I decided to leave. There was a penalty to pay but it seemed worth it.
A day later Open Reach apologised to the entire town about their failures during the previous weeks.
So I retained my account and since then connectivity has been pretty good.
They would not be my first choice provider but at least I'm happy to wait until the end of my contract.
- Location
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- Location
- Pembrokeshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-26
- Comments
-
AVOID AT ALL COSTS!! It is Plusnet in disguise!
We chose John Lewis Broadband as I have many insurance policies etc with them and they have always had amazing customer service. We moved to a new property just before lockdown in the UK and it did not have WiFi (we work from home). Knowing there would be a long wait for broadband, we were surprised to find no notice of restrictions etc to set up on the website and so paid the £85.99 to install everything.
For a week I was then bombarded with phonecalls from Plusnet who had an aggressive sales manner- one stating I was "foolish" to go with John Lewis and not Plusnet as they would be cheaper. On the third call I specifically asked not to be contacted again and still had calls from mobiles of their sales team!
A week later I still had no confirmation email or slot for delivery etc. I was shocked when I called up that it was Plusnet I was dealing with not John Lewis. After being on the phone for an hour, a rather rude assistant said that they were definitely coming out the following Tuesday to put in WiFi and that is have an email.
Two days later, no email. I called again and again was passed around for 42minutes. I then got to a customer advisor who can only be described as the rudest person on the planet. When i said I was told that the broadband would be installed next week he laughed and then said "there's no way that will happen, don't you see the news?! No one is able to install anything until June!" When I said that that is fine, I'd like to cancel and a refund as we will Lok at alternative arrangements (I didn't say but I was going to call my mobile company and get a dongle), The boy laughed again and said "you're really stupid aren't you? No one can do this for you before us." I was then told everything for me was cancelled and I could expect a cheque in the post (to which I asked why they could not refund a card) and told I was ride for talking over him when he kept explaining how stupid I was.
I would strongly recommend abiding this atrocious company.
We then went with BT expecting a delay and actually the technician came out 3 working days after our enquiry!
- Location
-
- Location
- West London
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-20
- Comments
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Had a few minor glitches when we first joined, but had been notified that this might happen at switchover from our previous provider. Since then a good service, no problems at all. And I think Customer Service has been fine. I have only had to ring them twice all year and they were helpful and courteous. Don’t do gaming or anything very high tech so would say strength of broadband suits us OK.
- Location
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- Location
- East sussex
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-20
- Comments
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I can’t Believe how bad John Lewis has been ,the Internet is absolutely awful ,Customer service no help at all, said if I want to cancel they will charge me £73 even though they say if it’s their fault they will cancel you free of charge, iv been told To unscrew the socket from the wall I’ve never gone through anything like this before , Also telling me they have 30 days to resolve the problem so basically I’m still paying them but have no Internet for 30 days never heard anything like it I have now paid To come out of the contract I definitely definitely do not recommend John Lewis to anybody.
- Location
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- Location
- Lancashire
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-16
- Comments
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I’m sorry to say I will be changing ASAP as they have been the slowest broadband provider I have ever had. Just taken over an hour to download one program and it’s still going!! Snails pace is faster!
They promise a fast fibre and just haven’t delivered. It’s so slow and buffering is the norm. Would never recover use again. Nothing good to say about John Lewis Broadband :-(
- Location
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- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-04
- Comments
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The gorilla at the London Zoo probably knows much more about what broadband is that the clowns calling themselves John Lewis Broadband team. I have given one star as this website does not let you to leave a review without given a star rating. One star is one too many for these loosers. No customer service, no broadband, their own website does not work for bill payments. It has not been working since September 2019. Emails complaints, phone calls do not help. They just do not care because they are not intelligent enough to understand and resolve their own issues. They should be banned from calling themselver a "broadband provider" for life. John Lewis may be a good department store but they neew to put their own house in order and get rid of the so called "broadband team." They could at least start by reading reviews online.
- Location
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- Location
- Marshfield, Chippenham
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-01
- Comments
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If I could give zero or negative ratings, I would. Dire customer service, broadband speeds not as promised and additionally they promised an engineer to visit for connection purposes on signing up. The engineer didn't show up and I had taken a day off as A/L. Losing a day of A/L. When i phoned they said even though I had received confirmation of the engineer visiting by email, my order had not yet been placed! No refund of anything given for this and internet connection delayed by a month. Please guys cut your loses. Do not sign up with JL broadband.
- Location
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- Location
- Shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-23
- Comments
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Customer service is very hit & miss...more so miss. Entered a fix price 12 month contract which some months ago increased by £3.15 per month. We also asked for VAT receipts to be e-mailed to be told that it was not possible & that we were not registered as a company but we are a company & DD comes out of a company account. Got absolutely nowhere with numerous telephone calls & despite being told that the contract price was fixed no refund has been forthcoming & John Lewis are still debiting the increased amount.Initial set up was fine but ongoing service is totally unsatisfactory.
- Location
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- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-05
- Comments
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A brilliant company to deal with, cannot praise them highly enough. Competitive pricing and great communication.
Not like me, but I will not be shopping around for a bargain this time, John Lewis have been so good that I'm going to stay with them for at least another year.
5 * Service, thanks John Lewis!
- Location
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- Location
- Coventry
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-04
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-02
- Location
-
- Location
- Taunton
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-28
- Comments
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Quite possibly the worst experience of a life time. Paid to get out of the deal and run back to BT.
Customer service is operated by my cat.... “well everything is fine from what we can see at our end’. Well it would be wouldn’t it, get down here an you experience it! Several (over 15) calls placed with tech support if not more.
Don’t be tempted by these cheap deals. Really awful apparently they white label the service to Plusnet. If you do take it read the small, small print as you will get stung for loads of additional charges for call thresholds etc etc.....
HELLO BT XXXXXXXX WE HAVE MISSED YOU!111
- Location
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- Location
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-27
- Comments
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This is the worst phone and broadband ever I’ve never been so ripped of . I’m
A disabled lady and need to order meds online and use my phone . There’s never been a week without trouble it’s more money than I paid fir my last service but diabolical . No ones
Dealt with I’ve now been cut if 24 hours after my bill I’m iller sinse having this company it’s stopped me living
- Location
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- Location
- West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-19
- Comments
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Awful - do not bother or waste your time with this supplier. Speeds are poor to say the least, Internet unreliable to say the least, customer service just go round in circles with customers. I'm completely fed up with this supplier and wouldn't recommend them to my worst enemy
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-17
- Comments
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Please do not take up the current offer with John Lewis which alleges to include £40 gift voucher, they never send the same and when query they say not added to your account. Their speed is terrible only joined less than 3 weeks ago. Avoid avoid avoid
- Location
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- Location
- Carnforth
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-16
- Comments
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Broadband as supplied was fine and as expected. No issues during the initial 12 months. But once out of contract the price rose by 25% so I looked elsewhere. Found a much cheaper provider and moved. Noticed several months later that no refund had been made on the last months overpayment. Had to check bank statements, find my old broadband account details etc. Rang up Plusnet, the JL provider and was given some half baked tale about why the money hadn’t come through. A cheque has now been received. I urge all leavers to check they have had any monies due. JL distances themselves from the problem. JL clearly Happy to take Plusnets cash for the name association, but not willing to take the flack from the same association. Shame on JL. I expect nothing better from Plusnet.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-14
- Comments
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I decided to switch from TalkTalk because of its notoriously poor service but so far John Lewis has been even worse. Slow to switch, with very poor communications (I got random emails saying "we have escalated your query" when I hadn't submitted a query, and then it turned out that "escalated your query" meant "downgraded the service that we're giving you because, even though you say you already have broadband, we don't believe you so we're not going to give you broadband, but don't worry, you won't have to pay". I'm stuck without broadband, but am having to pay through the roof for pay-as-you-go wifi in the meantime. I now have to have a different phone number because JL said the old supplier to release my old number. However, it looks as though John Lewis hasn't actually told my previous supplier that they've taken over, as my previous supplier is still sending me bills. Generally, I'm astounded at how poor this service is, really unexpected from John Lewis - maybe you should stick to selling cups and cushions. If anyone else is wondering whether to go with this service, don't - it's not worth the hassle
- Location
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- Location
- Carmarthen
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-13
- Comments
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Chronic service signed contract end of Nov for £20 a month for a year . Service stared 10th dec first bill £22 (they put it up £2 a month before my line even started. Have had to ring customer service every month since as bill wrong every time. Staff seem bored and uninterested. John Lewis should be embarrassed to be associated with their provider.
- Location
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- Location
- Weybridge
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-10
- Comments
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Switched from Talktalk who are poor in every way.
Very impressed with excellent service and brilliant speed of Internet.
Very fast set up within days.
Very happy
- Location
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- Location
- Uk
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-03
- Comments
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Worst customer service I have ever come across, nice people who do nothing. My experience was leaving due to a price rise which was allowed under their terms and then being chased for the early leaving fee to the point of them using a debt collection agency, this is despite 8 calls to customer service who entered the details on the system. Useless.
- Location
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- Location
- Weybridge
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-01
- Comments
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Excellent fast service, professional communication and competitively priced.
Always trusted, reputation proceeds every time!
- Location
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- Location
- Bath
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-29
- Comments
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If you’re expecting the level of customer service usually associated with John Lewis, think again. The brand reputation was one of the deciding factors in choosing this broadband service but it has been atrocious so far. Encourage you to look elsewhere unless you’re happy to wait forever and experience many bumps in the road which should not even be a consideration.
Come on John Lewis, there are many, many 1 star reviews on here, suggests there’s an issue. Please don’t destroy your lovely brand.
- Location
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- Location
- Hove
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-24
- Comments
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The speed of the broadband is good however the customer service is APPALILNG! So it's all good so long as you don't have any issues in which case, good luck!
I paid to have my account switched to a new address in order to avoid starting a new 12 months contract. The new account stopped working after a few days and John Lewis Broadband informed me that due to a technical error, I needed a new account to be set up which costs £32 but that money would be repaid to my account. Well to date it hasn't turned up in my account.All very un professional and incredibly frustrating.
- Location
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- Location
- Exeter
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-23
- Comments
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Faster than BT and had no issues
- Location
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- Location
- Machynlleth
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-22
- Comments
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the speed and reliability is as good as anyone elses here. I went with john Lewis because they were the only provider who didn't charge a premium for providing a second class service to a rural area then 3 months in the price went up. Won't be remewing the contract for that alone. There were also problems with the initial installation, which to their credit they did solve promptly.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-16
- Comments
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John Lewis have hit rock bottom. Migration from old provider (wish I never moved) seems to be run by a well meaning bodger in his leaky shed. Nothing happens unless you chase it up. Call centre staff trained extremely badly, limited knowledge of what is happenning and different stories delpending on who you speak to.
- Location
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- Location
- North West
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-11
- Comments
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DREADFUL on all counts! Very unsatisfactory service with download speeds a pitiful 1.64Mb when I signed up for fibre broadband of 36Mb!!! Internet drops constantly making watching a program an impossibility. I would not recommend John Lewis (i.e. plus-net) for broadband. Can’t wait to switch and will never touch them again!. Don’t be tempted they are rubbish! A very unhappy customer
- Location
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- Location
- England
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-10
- Comments
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Perfectly fine service from John Lewis Broadband until something goes wrong. Obviously I'm not supposed to expect John Lewis levels of service, although this is exactly why I chose them as ISP.
- Location
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- Location
- BIRMINGHAM
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-09
- Comments
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complete waste of time. I thought with their name they would provide decent broadband. very slow speed, of at time less than 1mbps and constantly dropping , left me in the lurch after 6 days of trying sort it out. booked an engineer visit and who did not turn up with no explanation. I am moving
- Location
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- Location
- Banffshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-09
- Comments
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BT was a hideous corporate brute. I got very slow speed and frequent problems. John Lewis has been utterly superb. There were a few glitches after I switched, but these were soon sorted. My ISP is owned by bt and I think this is important. My payment is massively reduced and my typical speed is almost double that which I got with bt. Substantial negative causal (re my time with bt) was switching router off at night. I would never switch from John Lewis.
- Location
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- Location
- York
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-08
- Comments
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ABSOLUTE SHAMBLES DO NOT SUBSCRIBE!!!!!
Speed rubbish, connectivity intermittent at best, customer service diabolical. We have had issues since joining it finally resulted in John Lewis buying us a 3rd party router as 5 of theirs proved useless! Only answer you ever get when service goes down is an engineer who can only attend during working hours, no work around for those who work ?9 til 5. We have been without internet three days on this occasion, hung up on 5 times, 2 manager call backs failed, kept on hold for 35 mins only to be told nothing can be done! Stay away from this service!
- Location
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- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-08
- Comments
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One star is exactly one star too many for this absolutely inadequate, good for nothing, unprofessional "broadband" provider. John Lewis may be a very good department store but they should not be selling broadband and internet services, as they do not have a slightest clue what they are doing. Their own online bill payment system has not been working since September 2019. They cannot put their own house in order, how can one expect them to provide a broadband service, the word, which many or whose, who answer the phone cannot even spell. Extremely poor. absolutely rubbish customer support, non existent service, dial-up speeds on their so called "fibre broadband." Avoid at any cost, as you would a deadly disease. Shame on John Lewis!
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-07
- Comments
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Moved from Plusnet to John Lewis (uses Plusnet network), no child safeguard from ISP as with Plusnet so you will have to set up separate app on all home devices. Can't change call features at the moment as something is stuck in the system 3 weeks after switchover. Order was originally cancelled but no-one knew why. Phone and broadband moved late days apart and only after I called to check progress. Assume network is run by one man and his dog in a shed.
- Location
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- Location
- Lancs
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-04
- Comments
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Absolute joke of a provider, cant log into portal EVER, loses connection every 30 minutes and takes 5 to 10 minutes to reconnect. Customer services do nothing but tell lie after lie and dont even put notes on your account when you do ring them. I'd rather use 4g on my phone than these theives who are literally selling 3rd hand BT broadband thats routed through the USA, No wonder the speed is so poor doing a trip across the Atlantic and back before it hits your router. AVOID LIKE THE PLAGUE!!
- Location
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- Location
- Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-02
- Comments
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12 month contract is a total con. Advertised as £20 per month and then immediately after first payment made the rate went up to £23.97...apparently it is ok because T&Cs say prices can go up. Also very slow and unreliable. Would not recommend to anyone.
- Location
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- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-02
- Comments
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Shambolic from start to finish. It never went live. Order placed on 22nd nov. Simple switch over of adsl and phone from previous supplier. Services cut on 6th dec. Was emailed on jan 1st to say adsl was live. It wasn't abd needed another openreach visit. Their inaction caused the lne to stop working. Meant no internet over Christmas and new year. Was told on 1st that openreach would fix the fault in 72 hours. So cancelled the contract. Only a shame you cant award zero stars
- Location
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.