806 Customer Reviews over 21 pages
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- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-02
- Comments
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I am extremely dissatisfied with the service received since switching to John Lewis for phone and broadband.
After a catalogue of errors setting up my service, I was without broadband for five days, and have been without a working phone for 5 months. I had to make almost daily calls to try to resolve the matter.
Five months later, after repeated attempts to get my telephone line working again which has been off for four months, I still have not been given a timeframe it will be working.
The speed is also very slow, again this has not been resolved.
Responses from JLB (Plusnet) have been very disappointing, following escalating the complaint.
I believe most customers do not know the real level of service that they are buying, assuming they will get excellent customer service, as I did. The service is provided by Plusnet.
Sadly this is very far from the case and I would strongly question where review companies and Which? took their initial data from.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-06
- Comments
-
Be aware NO PARENTAL CONTROL! Very bad customer service. Migrated earlier than requested. Both first two months billed more and had to keep chasing it up several times! Normal waiting on cust.serv. about 20mins. What a disappointment as went for JL due to the standard of their cust.service and fairness. All resolved in the end but took hrs on the phone with them. Stuck now for a year as no way to cancel contract based on non-satisfaction unless paying over £100! Not recommended at all. Not what you expect from John Lewis.
- Location
-
- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-02
- Comments
-
Very very slow to set up broadband service. Given excuse that they were very busy at the time. If you are looking for a quick set up, then avoid John Lewis Broadband.
- Location
-
- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-09
- Comments
-
Phone switched on the planned day. Broadband took a further 7 days to connect, leaving us without internet for a full week. Daily calls to customer service were promptly answered, but staff were unable to provide convincing status updates or expedite resolution. After being past from department to department for a week, someone eventually spotted that the service hadn't been 'automatically' activated as it should have been. Now running service is Ok.
- Location
-
- Location
- bournemouth
- Reviewing
- John Lewis Broadband
- Date
- 2012-09-14
- Comments
-
okay but overcharged me for FIFTH month running and they're just not bothered!!!
- Location
-
- Location
- Peterborough
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-11
- Comments
-
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
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2014-04-17
- Comments
-
Total disaster trying to get fibre. Discovered that Plusnet who are the JL service provided is much cheaper direct! JL even mucked up doing the MAC code!
Far better than BT but not up to usual JL standards
- Location
-
- Location
- surrey
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-24
- Comments
-
Price increased within a few months. Informed me via email that unfortunately I didn't get as it went into my junk. Please note that all their other emails come into my inbox!
Coverage was poor and service satisfactory.
- Location
-
- 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
-
- Location
- Surrey
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-16
- Comments
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Told JLB that I was moving in November -
Still not connected at my new address. First
contact took down the wrong address. The
second 'had not made it visible' and the third
is still trying. How difficult is it to change from
one address to another three miles away!
I have spent over two hours on the phone to
them and they offered me a month's free service!
I haven't been able to use it for a month!
- Location
-
- Location
- Aylesbury
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-02
- Comments
-
I cancelled my broadband because I was moving house, they informed me that I could send an email to give them the date and it would be cancelled or I could do it online. At the time I could get online as it seemed to be down. So I sent emails to tell them which day I was moving house. Since then they have harassed me with several demands for £72 which I do not owe and they insist I do. I can prove I moved house as I have travel details abroad and it shows I didn't even live in the house at the time of the invoice. However, it is impossible to contact and 0800 number from Europe and they do not respond to my emails and simply just keep sending the same demand. I have contacted their complaints and await a response. I would stay away from them, this is not John Lewis at it's best it is a cheap unworthy internet service provider that sends out knee-jerk money demands with no sense of customers being real people, just money machines.
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2013-06-13
- Comments
-
I am in the process of migrating to JLB. I checked yesterday whether the Direct Debit had been set up on my bank account. It has, but it is in the name of PlusNet. If I had gone to PlusNet direct then I could have got a far, far better package for LESS than I am paying JLB. I think the least J.L can do is offer a 'like for like' with maybe a couple of pounds extra. I cannot really comment on the speed or reliability as yet. However, the first attempt at streaming from iPlayer was not good as I kept getting a message advising "insufficient bandwidth".
- Location
-
- 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
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-22
- Comments
-
Awful service from day one and only on day six!!. Transfered from plusnet to John Lewis which is all same company so should have been seamless!! On activation which i had to chase...JL issued another bill for £25 even though they had been paid in advance over £30. Contacted customer services who said "never come across this before" but can not stop the invoice, so probably best to cancel D/D. I asked for confirmation of this...adviser said no problem just cancel D/D and they will call me back in 3 days to set it up again!! So duly cancelled D/D. Then after the D/D had been returned JL then restricted my broadband because as instructed by them I had not paid the £25 which I did not owe them anyway. In restricting the broadband they also stopped my caller display on my phone as well as other features!! Contacting them again and getting rather heated at this point was told its a system error nothing we can do sorry!! This bunch of idiots can't stop something they created and then interrupt my service to add insult to injury!!! Still ongoing at the moment and all this in under a week of being with them. I am now contacting JL head office as I am sure they are totally unaware of what is being done or not done in their name!! AVOID AVOID AVOID
- Location
-
- Location
- Caithness
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-01
- Comments
-
Had JL broadband for a year. Broadband was extremely slow in the evening towards end of contract. Customer service was good when I needed to contact them about technical problems. However the billing department is inept. My final bill was vague, so I asked for an itemised bill so I could see what I was paying for. After six weeks I'm still waiting despite numerous reminders. Rather than provide the information they passed the bill to a collection agency. Promised phone calls but they never call. Overall I would avoid.
- Location
-
- Location
- North England
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-30
- Comments
-
Any company that increases its prices mid contract - whilst offering new customers a lower price is not worthy of my business. Very very disappointed that mediocre re branded plusnet is not what I expect from JL. If you phone they will cancel tithe contract and you are free to leave instead of paying the increase (whilst still in contract )
- Location
-
- Location
- Retford
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-02
- Comments
-
I agree with previous comments, John Lewis should break their association with Plusnet. The customer service is DIABOLICAL absolutely not what one is used to with John Lewis. The call handlers are rude, surly and ignorant. Avoid at all costs
- Location
-
- Location
- Carnforth
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-16
- Comments
-
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
-
- 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
- worcestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-06
- Comments
-
the worst customer service i have ever experienced
- Location
-
- Location
- Mawsley Kettering
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
-
Dreadful customer service: "we are experiencing a higher than expected number of calls" every time. If it's all the time, how can it be unexpected?
Emails go unanswered. Dreadful service. Avoid.
- Location
-
- Location
- Lonson
- Reviewing
- John Lewis Broadband
- Date
- 2018-03-03
- Comments
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I have had a Waitrose email address for many, many years. There was no problem until JL used PlusNet and instead of a Waitrose webmail site I was directed to the webmail John Lewis broadband page/site. On the previous Waitrose webmail (intuitive interface) I could easily delete emails from my inbox to free up space. This has been impossible with the new site. At present I have had no incoming mail for four days, the webmail shows almost 2,000 messages and 100% full. Three calls to 'support' and an email and still no action or reply. As soon as this is sorted I am going to change provider.
This is not up to John Lewis standards and very disappointing.
- Location
-
- Location
- Uk
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-03
- Comments
-
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
-
- Location
- Gwent
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-23
- Comments
-
The customer service provided by John Lewis broadband is abysmal,you wait for a long time for anybody to answer who then direct you to somebody else so you wait until they answer.
- Location
-
- Location
- u.k.
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-28
- Comments
-
I would strongly recommend that anyone thinking of joining John Lewis Broadband read all reviews for Plus Net , because that is who you will be dealing with !! I have had all sorts of customer service problems in the 3 months since I signed up with them. John Lewis PLC don't want to know about the problems and simply referred me to the customer service dept which is run by Plus Net ! They have shown total incompetence in setting up a simple direct debit and simply accused me, incorrectly ,of cancelling it. I have printed off 100 pages of communications with them and wasted days trying to make a payment to them. Their systems to pay online do not work and it is a joke trying to get through on the phone unless you have hours to wait on hold. I left talktalk just before their latest problems and feel I jumped from the frying pan into the fire!! The more I investigate ISP's , the more I realise how shambolic they all are.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-29
- Comments
-
We have had no phone or broadband for over three weeks and just been told not likely to get it back before next week.. I tried to report it on March 6th by phone, but was advised of 45 minute wait, so did it online. No response, so managed to get through on phone on March 8th. No one had looked at my message. Openreach came and said it was an underground job. 3 days later underground engineer came and said digging was needed.On March 17th JL phoned and said it would not be repaired until April 11th, because of 'complex issues'. Since then I have been trying to get JL to do something, but all I get is complacency, excuses and platitudes. Yesterday the digging was finally done, but still no service, and the next review date is April 3rd, a whole month since I first reported the issue.
We are forever been told that we live in the world's greatest city, but it takes JL a month to repair a phone line.
- Location
-
- Location
- Farnham
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-22
- Comments
-
Terrible broadband, goes down at random points throughout the day and always at 7.30 pm.but what is worst about it is that it will show as being up and available on the router but will not connect to a website. Then there aaaare the time that it will connect and disconnect over and over in the space of an hour basically not letting you do anything
2 good things to say
You will get a good email address and customer service is great and know how bad the service is
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-07
- Comments
-
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
-
- Location
- Romsey
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-04
- Comments
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After the initial deal, got very expensive. Switched broadband provider, then went on hols, only to discover that they had closed the email account down very swiftly, which cannot be reinstated, which is a problem for an easyJet booking as they only use the original email. Apparently unable to reinstate webmail or anything (I am absolutely sure they could if they wanted to). Very peeved.
- Location
-
- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-26
- Comments
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I booked a installation 2 and a half months ago and John Lewis (openreach) lied to us on multiple occasions and engineers had 0 communication. We went 3 weeks past our activation date with no services after lie after lie. The customer service sounds friendly but do not put the effort in to sort out solutions.
I was with them last year, there speeds were alright and never had many downtime
I left them and will never be returning to them
- Location
-
- Location
- Reading
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-05
- Comments
-
John Lewis might have made a terrible mistake
using a Third party to use their name - TERRIBLE CUSTOMER SERVICE - NOT FIT FOR PURPOSE
LOOK ELSEWHERE
- Location
-
- 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
-
- Location
- Princes Risborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-08
- Comments
-
Since abandoning the previous Waitrose and JL email/webmail servers, the emails are now painfully slow to load, delete and refreash. Indeed earlier today in 'timed out' before competing the intray loading! I suspect we are paying high fees to ride on the back of the systems servicing JL online sales and stores management/resupply systems. Meanwhile, online banking, google etc are still very slick indicating that it is the JL email provider's servers which can't cope. JL WEBMAIL quality is a joke!
- Location
-
- Location
- Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-28
- Comments
-
Well it was a fiasco from start to finish; huge delay of over a month to get service transfered from Plusnet. Useless initial compensation- I had to complain even to get a cordial response....staff were quite rude intially.
Then they up the price and I cancel and move (to Zen) and Im told that there will be no early cancellation fee. Im sent letters sayingthere will be and reassured again that there wont that my account is paid up.
Then I get a bill with cancellation fees... I direct them to earlier correspondence and they say it is a mistake, but they cant credit my account I will have to ring back once the cancelled dd bounces back and debt collection has started (I will get an email). Then when I ring again)they will cancel the charge apparently. He apologised for their system- as well he should!
Im not sure Im out of the woods with it yet though- they probably still have room to mess up again.
- Location
-
- Location
- Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-02
- Comments
-
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
-
- Location
- Lochinver, Sutherland
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-12
- Comments
-
Still in the process of getting connected. Just received an email referring to 'my Query' (plus ref number) re have I received my router ?. I didn't submit a query - turns out 'my' query was generated by them. The email then asks me to confirm receipt 'by replying to this message'. Two lines down it says 'We're happy to hear from you, but instead of replying to this email please use "Contact us"' (with a link elsewhere.)
One minute later I receive another email saying that since they are unable to answer my Contact Us Query it is now on hold for 3 days.
Like something out of Kafka. The Tech lad I phoned was blissfully unconcerned.
Do John Lewis know their hard earned reputation is going down the toilet, as a result of this ill-advised diversification and the use of third party provider ?
- 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
- Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-16
- Comments
-
Avoid!!! Total bunch of wastemen, seemingly unable to do a housemove,took nearly a month with no Internet, excuse after excuse,always blaming 'the system'
Ended up cancelling and going with another company and at a better price
- Location
-
- Location
- Edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-17
- Comments
-
Rubbish website, forget about logging a problem, you can't. If there is an option, it is so well hidden you can't find it. You keep being sent around in loops. And unreliable incompetent employees. They make many mistakes so if you join JL Broadband (really Plusnet / BT, that explains it all), be prepared to be frustrated.
- Location
-
- Location
- BALA
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-07
- Comments
-
CONSISTENTLY GETTING SLOWER AND SLOWER, FOR EVER LOSING CONNECTION, REALLY HAS TO BE THE SLOWEST I HAVE HAD SINCE DIAL UP. REALLY DISAPPOINTED WITH THIS PROVIDER, BE GLAD WHEN THE CONTRACT IS UP,
- Location
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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.