806 Customer Reviews over 21 pages
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- Location
- nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-30
- Comments
-
DO NOT SWITCH TO JL. THEY DIDN'T TELL US WHEN WE WOULD BE SWITCHED OVER, THE ROUTER DIDNT ARIVE AND WE WERE WITHOUT TELEPHONE AND INTERNET FOR A WEEK. IT WAS ONE MESS UP AFTER ANOTHER AND 2 MONTHS LATER THE PHONE STILL DOESNT WORK. I HAVE NOW GIVEN UP CALLING THEM AND WILL LEAVE THEM ASAP. CUSTOMER SERVICES ARE SIMPLY DREADFUL. I MOVED FROM SKY BECAUSE THEY WERE SO BAD AND NOW WISH I HADNT !!!!!
- Location
-
- Location
- Haltham
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-28
- Comments
-
Moved from ADSL to Fibre - Good speed and connection, HOWEVER be warned that at the moment they are offering a Google home hub to new contracts - this has not arrived and Customer Support is POOR saying it will probably take up to 60 days to arrive - is this a con???
Billing also needs to be watched as they tried claiming too much money on the first new monthly bill - support eventually gave me two different prices - still not right!
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-27
- Comments
-
Shambolic. Initially told old number would be automatically switched. On switchover day the number had been changed and had to request old number, first told it would be 24hrs then emailed saying it would be 2 weeks !
- Location
-
- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-26
- 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
- New Galloway
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-22
- Comments
-
Drops out frequently, but their customer service is unbelievable, they don't know a ******* thing about it, shocking, AVOID
- Location
-
- Location
- Brighton
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-19
- Comments
-
DON’T BUY JOHN LEWIS BROADBAND!!!!
It’s shockingly bad. Bad customer service, dreadful connection speeds. Their website doesn’t work which means I struggle every month to pay the bill. The bill goes up in price every month. We we’re promised a minimum of 60mbs but are lucky if we hit 20. It’s unreliable. Don’t waste your money. Will never go back to this service.
- Location
-
- Location
- Bridlington
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-13
- Comments
-
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
-
- 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
- Tadley
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-11
- Comments
-
Sadly this is actually Plusnet :-(
Together with usual lies from Plusnet - I was told that I wouldn't have to pay the increased monthly charge (on the phone and via e-mail) ... today I get an e-mail that my INCREASED payment will be taken.
I have been with Plusnet for 8 years, they have started to lie in the last 2 years and why I left them, and joined John Lewis ..... who are actually Plusnet and being marred by the same brush.
I would give ZERO stars if only I could ....... John Lewis needs to dump the pathetic lying Plusnet!!!
- Location
-
- Location
- Chester or street
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-11
- Comments
-
Would give zero stars if possible. Total fiasco from start to finish. John Lewis needs to sever links with this company. I had to involve the ombudsman at one point who ruled in my favour after I had not had a bill for months. All customer service could say was put the money aside. Decided to leave when the charges went up and even though they stated no exit fee if I gave 14days notice they tried to charge me. They also cut my broadband off the very next day and would not turn it back on. I was without the internet for 2 weeks until the new provider took over. They actually owe me but I can probably kiss that goodbye. Never again.
- Location
-
- Location
- Walton-on-Thames
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-08
- Comments
-
After 10 days of radio silence from John Lewis Broadband (in reality, as I discovered, provided by PlusNet) I logged onto my account to find that my installation had been cancelled (by PlusNet's woeful IT systems) with no notification to me. I then spent the next hour trying to call customer services and talk sense to someone. When I did manage to speak to a human who could do something I was so fed up I simply cancelled; looking at the wider reviews here a lucky escape I suspect.
I went for John Lewis Broadband because of John Lewis' (JLP) renowned customer service. How JLP can put their name and brand to a product provided by such an awful service provider as PlusNet is beyond me; they need to take immediate action to severe their links with these cowboys to protect their wider brand and reputation. Come on JLP your loyal customers expect more from you than associating yourselves with an outfit as awful as PlusNet.
- Location
-
- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-29
- Comments
-
Cannot recommend this broadband provider. speeds were inconsistent at best. Also watch out if you join as 14 day cooling off period starts the day after your order this service and not when the service starts!
- 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
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- Location
- Derby
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-28
- Comments
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So I cancelled with JLB when they put their prices up. Paul Coulton (Operations Director) immediately emailed me to say they would charge me £105 as an early termination fee. I called Customer services who refused to let me talk to the elusive Mr Coulton but they said the charges were wrong and I would not be charged. Next I see they have billed me and were about to take the charges from my account so I cancelled my direct debit to stop this happening. I also called again to talk to Mt Coulton - not allowed apparently.
Now I have another threatening e-mail from the said Paul Coulton threatening court action if I do not pay within 14 days!
I guess I'm going to court. Perhaps Mr Coulton will turn up there but I somehow doubt it.
- Location
-
- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-25
- Comments
-
Moved home and everything from then on went wrong with our phone and broadband account. Was text to say our account was broken and they couldn't bill us, their mistake, we're told need to set it all up again, bank details etc. Had to have change of phone number. I agreed to do new account on line they then made another error and inadvertently cancelled our broadband service on the new account. We were without broadband for 3 days. Told to sort out problem, reinstate everything, we would have to set up another new account! Forget it, it's been an absolute nightmare and overall stressful experience, all errors on their part the cause of it. I would not recommend this company at all.
- Location
-
- Location
- OX394DP
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-19
- Comments
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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
- South Molton
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-16
- Location
-
- Location
- Walsham le Willows Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-16
- Comments
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I was sold a service promising an average 34Mbps. It has never exceeded about 20 Mbps. Customer services promise action but seem to do little. They closed the last investigation after a month due to "inactivity" though they were the ones supposedly taking action. Currently their portal is off line so I cannot contact them at all.
- Location
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- Location
- Southampton
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-11
- Comments
-
Have been a John Lewis customer for many years, and thought we would switch to their broadband, having had nothing but trouble from Plus Net during the last year or so.When we had problems Plus Net were of no help at all. We were informed on Friday 8th November by John Lewis , following my phone call as to when we could expect their activation , that it was being set up during that phone call,but
here we are the following Monday 11th, to find that despite the assurance,I still could not receive or send emails, this is despite a further phone call on the Friday , when I was informed that someone would definitely call me back later that afternoon ,once the problem had been identified and sorted. This left me with the only other option,to go into Southampton into the Apple store , where they sorted my Mac book, enabling me to get mail etc. However on returning home I found that my iPhone and I pad still had the problems re emails, So I will now have to go back to the apple store Wednesday to sort it.
This lack of customer care ,I had come to expect from Plus Net ,but certainly not from John Lewis , and this sloppy service will do nothing but harm to the John Lewis name.
So my decision to switch to John Lewis broadband may have been one big mistake.
- Location
-
- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-06
- Comments
-
Moved from BT but so sorry now.
Always dropping so quite useless for TV streaming.
Stay well away
- Location
-
- Location
- Richmond
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-05
- Comments
-
Two months after moving house and taking out a new contract they announced a 12% increase - so I gave notice I was moving. By response I received an email staing there would be cancellation charges of £163… despite this being in contravention of the Consumer Protection Act 2015, so I immediately cancelled my direct debit. I then received a bill for the month despite my account being due to close just 8 days after that bill, which was followed by my broadband being limited.. The saga is not yet finished… I've had to pay the £48.80 and have been told it will be repaid when the final bill is raised - IF there are no cancellation charges. I have advised them that any attempt to charge a cancellation fee will be taken to court … will wait and see what happens … had they not got greedy on the price increase I would probably have stayed with them until moving house in a couple of years
- 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
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- Location
- Lincolnshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-27
- Comments
-
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
- Woodbridge
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-27
- Comments
-
I have only been with JL a few months and moved over from Sky. I'd had Sky for 15 or so years and overall pretty good. My life has taken a turn for the worse ever since changing to this rabble. They have had several outages in the 2 months I have been with them and are gormless and clueless on the phone (but at least its a UK callcentre). They provide a router which is utter rubbish and most features it offers dont work and JL support wont help as they "dont support the router". Mine is resetting itself sometimes every 2 hours and everything disconnects when it does this. I was promised a new router weeks ago which hasnt been sent. Now they have the audacity to increase their prices and reword their "fair usage policy" which I cant escape from as Im tied into a 12 month contract and I'm only 2 months into it. Speed is excellent but that is down to the box in the street being right outside my house.
I lay the blame flatly on the router being utter and complete rubbish. I expect with a good router most of my daily problems will go away. I have been on to support and chanegd channels etc but to no avail. I work from home and this is adding an excessive stress to my already stressful job.
- Location
-
- Location
- Scottish Borders
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-24
- Comments
-
Had I read these reviews before signing up to a John Lewis broadband and phone deal I would never have considered switching. My phone and broadband switch didn’t happen on the date quoted when I signed up - but did happen a few days later without a problem. I discovered - when I received an e-mail from relative concerned that they’d been leaving messages for me on a strange phone message system - that my switch had automatically added the 1571 answer phone system to my phone line - removing the answer machine I have on my phone. When I checked 1571, I discovered several messages from various people who’d been trying to contact me. I’d specifically checked before purchasing the JL package that this was an option I had to add myself. When I contacted JL customer services to ask that this option be removed from my phone line immediately, I received a response from customer services almost 2 weeks later advising that the 1571 service was automatically added to my phone line and could not be removed. When I quoted the relevant text about the 1571 service on the JL support pages - I had to add 1571 to my phone line if I wanted it - there was another 2 week delay in response from JL customer service, advising me that the 1571 service had now been removed from my phone line - but I needed to wait 24 hours for it to take effect. 48 hours later I still had the 1571 service. A further 10 days later, I was advised that BT open reach had to remove 1571 from the phone line and this had been requested. I finally do have the answer machine on my phone working again but am totally unimpressed with JL broadband and phone customer service and be finding another provider as soon as my contract expires.
- Location
-
- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-21
- Comments
-
moved from plusnet (not realising JL are plusnet!) because I fancied the free google home hub for the same fee I was already paying. various issues with the transfer, mainly down to the billing/account management rather than the connection itself. they managed to keep my number and switch the bb over with no real issues. they had given me the option for fibre extra, it turns out my line can't do that so I should never have been given the option. no problem, simply switch down to fibre... agreed 2 new contracts for fibre (which is the speed I've always received anyway) and they still show fibre extra on the account even though fibre is provisioned. not that it's a huge issue mind, since they haven't billed me other than the first payment, so 2 months free so far. they did manage to send me the google home hub too. i have been told that the account issues are down to a new billing system they put in last christmas, whether that's true I don't know. the bb and phone themselves are fine, pretty much the same as plusnet, which you would expect. hopefully at worst they will simply end up billing me for the fibre service they have actually delivered, at best, they may not get round to it at all. i never trust automated systems that are going wrong though, so keeping fingers crossed they don't start debt collection for a bill they didn't bother to collect themselves but always had the details to do so
- Location
-
- Location
- Lincoln
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-17
- Comments
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Telephoned JL to extend my 12 m contract which was expiring. Turns out that last year when I had been advised that the account had been transferred into my name, this had not been done. This has caused immense problems. Tried to open a new account, PLus net who run JL managed to omit vital information, got my address wrong, contacted a neighbour who has committed criminal offences, got my name wrong and their attitude after having made all these issues was poor. After making all these errors they have threatened debt collectors on the old account which is not in my name. I will be closing my JL partnershipcard account and never using JL insurance again!!
- Location
-
- Location
- Halifax
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-17
- Comments
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Thankfully I’m able to leave John Lewis Broadband after only a couple of months, because they increased pricing.
The amount of dropouts of service is unbelievable. It happens at least 10x a night (and that’s no exaggeration) and as I write for a website, I’m usually connected to wordpress and gmail between 7 and 10pm every night. I have Spotify going in the background, so hardly heavy usage, but those three things suffer because of the regular down times.
They use Plusnet as their provider, who I’ve used twice in the past and never had a problem with them, so it’s a bit confusing why John Lewis broadband is so glitchy and bad.
It was a simple cancellation process over the phone, the guy did ask if I’d be interested in upgrading to their fibre option to ‘avoid dropouts’ which, according to him ‘don’t happen much on standard broadband’ but I simply can’t trust them.
Is the price cheap? Yes.
Is the service good? No.
Would I recommend John Lewis to a friend? The shop I would…but wouldn’t only not recommend their broadband, I’d tell them to stay well clear.
- Location
-
- Location
- Wolverhampton
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-15
- Comments
-
Been with JL nearly a year now and on the whole only had a couple of downtime's but i had that with BT and Sky anyway. Speeds as good as i have had with anyone, speed test around 28 - 31 mb download which is slightly better than i got with BT and Sky. I cannot get a better speed as to far from exchange so only other choice is Virgin but there reviews are even worse so think ill stay put. Overall have been happy with JL.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-12
- Comments
-
Why oh why has John Lewis used the terrible Plusnet to deliver their Broadband? I have just left Plusnet and now realise that JL use them. I get an email today increasing my monthly by 15% after JL PROMISED to keep my £20 a month the same for 12 months! Plusnet are underhand and a disgrace, they treat customers like dirt - JL break away from Plusnet as they will drag your name down into the mud!!!!
- Location
-
- Location
- Poyntzpass
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-10
- Comments
-
Broadband speed was low, but with John Lewis it's barely existent, when it works at all!
Phoned to complain and they said that it was fixed, it got slightly better, but now worse than ever.
I just don't have hours to sit on hold complaining
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-09
- Comments
-
Moved from Virgin to JL. As well as everything above they actually answer the phone quickly and actually get back to you if there's a problem. So refreshing after terrible service from Virgin.
- Location
-
- Location
- Aberdeen, Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-07
- Comments
-
Did not cancel contract on request and continued to charge, is a great hassle to try to recover payments and ensure account is correctly cancelled.
- Location
-
- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-05
- Comments
-
Only sign up to JL Broadband if you feel nostalgic for the dial-up internet of early 1990s. It is dead slow, and their own website has not been working for the past five days. And they have audacity demanding the payment. How are they expecting payments if their own website, where you are supposed to make a payment does not work. Pathetic! They may be good as a department store but absolutely rubbish handling broadband.
- Location
-
- Location
- ROYSTON
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-02
- Comments
-
Engineers failed to show up on 3 separate occasions and then tried to quietly cancel my order.
Customer service showed complete apathy for the situation and tried to book a fourth appointment without consulting me first and refused to re-imburse me for the days wasted.
Do not use these guys as a ISP, they are awful.
- Location
-
- Location
- Burnley
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-27
- Comments
-
Joined in June, all ok with BB but they changed my phone number after assuring me it would stay the same.This was rectified after a week and I was told I would receive an account credit. Since then no bills produced and no payments taken from my account. No info on their website and no response to my online enquiry. Very poor and disappointing.
- Location
-
- Location
- WINCHESTER
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-24
- Comments
-
Difficult to overstate how poor my experience of John Lewis Broadband (Plus Net) has been.
Poor in all respects, compounded by extremely dissappointing customer support and service.
Leaving for another provider.
- Location
-
- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-22
- Comments
-
Absolute disgrace they don’t care about you nothing but problems since August nobody is willing to help solve the problems I want to leave early will cost £115 pounds even though the service they offer hardly works they have given John Lewis such a bad name customer service is nonexistent please please stay well away from them I wish I’d have look at the reviews first
- Location
-
- Location
- cambs
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-19
- Comments
-
customer service.....awful
- 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.