806 Customer Reviews over 21 pages
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- Location
- Farnborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-21
- Comments
-
Only go with them because of the 'John Lewis' reputation, but I am regretting it now big time!
My line was meant to go live on 18th August 2017. Phone and broadband got disconnected at 2pm on the day and got email from them stating that it's now live. Both phone and broad were not working. The following day broadband worked (very slow speed almost like dial up), but can't dial out on phone and it has a very loud and weird dial tone.
I reported the fault to them and stress that my phone is a Life Line so it's important that it's working. The agent was ok and promises that some one will call back later. No one did.
Fast forward three days later phone rang at about 10.30 am I pick up the phone but the caller cleared down. Almost immediately got an email from them stating that the fault is resolved. I double checked to find that it's not rectified so ring their Technical Support again. Spoke to an agent called Sham who asked for my user name, my full name, address. He still can't find my details, so he asked for my phone number, up came my detail, but he proceeded asking for my bank. Now with most company and certainly their first agent only asked for user name, address and phone number, but Sham wanted my sort code as well. I was not willing to give it to him. He went into a spiel about Data Protection Act and wanted to terminate the call. I repeatedly asking to speak to his Supervisor or manager, he said he can't as I have not pass security. I insisted that he pass me to his manager, he lied that his manger was in a meeting, but I kept on insisting on speak to his manger. He put me on hold and surprisingly his manger was not in a meeting.
Let this be a warning to anyone who's thinking of taking out a John Lewis broadband and phone package as their reputation is good but their service sucks!!!!
- Location
-
- Location
- Farnborough, hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-30
- Comments
-
ABYSMAL. ABOID !!!!
Join on the reputation of John Lewis, but regretting it big time.
Live date was 18th August 2017. Got a confirmation email from them on the day saying that everything is live. Phone line and broadband disconnected by the previous ISP as per contract, but John Lewis has not liven up the services until the following day.
Broadband speed is just barely above dial up and no outgoing call barred, not what I asked for as the phone line is also used for a Life Line. Reported to Tech Support. 3 days later received a missed call, then an email saying that they have performed a Line Check and find no fault so closed the fault.
I reopened the fault and told them the issues are slow broadband speed and outgoing call still is barred. They did another Line check, (yeah you guessed it) no fault found. I was at pain pointing out to them that was nOt the case. Emails flying back and forth. Eventually, two weeks later they agreed that there is a fault and want to send out an Bt Open Zone Engineer but there is going to be a charge if he can't get in or if the fault is within the boundary of my property. No problem I agreed to that as I had no problems with my phone line or broadband with previous ISP (the only thing different is their router being plugged in). Tried to explained to their Tech Support that the cabling will not cause outgoing bar. It's either the line had not been migrated over correctly or more than likely that Class of Service is not set up correctly. They would not have it. I was not going to lose half day pay for a guy turn up to confirm to me what I already know, so I told them that if the engineer did not turn up or the fault is not within my property then I'll counter charge them (only fair). They keep banging on that's not how it works, err yeah, your cock up and now you want me, your Customer to pay for your mistake!
YOU HAVE BEEN WARNED!
- Location
-
- Location
- Farnborough, hampshire.
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-30
- Comments
-
One star is being extremely generous.
I joined John Lewis on its reputations! I'm regretting it big time.
Live date was 18th August 2017. Got an email from them statingeverything is live on that date
- Location
-
- Location
- Farnham
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-08
- Comments
-
I've been on the John Lewis Fibre Extra package (76Mbps) for little over a year now. The only fault in that time was at the beginning when I wasn't getting the speed I had expected (fast, but not fast enough). It took a couple of visits from an engineer to address the issue, but John Lewis didn't give up in their attempt to deliver the maximum possible speed for me. English speaking staff, regular online status updates and prompt action (as opposed to other broadband providers I've been with) put John Lewis out on top.
Apart from the little hiccup at the beginning, the speed has been consistent throughout the year and I've had no unexpected drops in my connection.
Good customer service is a must for me and I'm willing to pay a little extra to get it - shall be renewing my contract today.
- 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
- Faversham
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-19
- Comments
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Nothing wrong with the Broadband supplied ! Its pretty good. But they encourage you to contact them by online Query form , that says they will reply in 24 hours , But they don't , 5 days and counting !
- Location
-
- Location
- Fife
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-18
- Comments
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This service was okay to start with. (I joined on the basis of good service) Had problems with continual drop off for a week. Got through to the help desk, once, after waiting for 30 minutes. Supposed to have been fixed. Still have same problem. Tried to call, 4 calls totalling more than 1 1/2 hours. No response. Do not bother unless you just like listening to 80's pop music (must be aimed at there target demographic, or cheap like the service) How can they rate themselves as good. Will change provider as soon as possible. Seriously bad service.
- Location
-
- Location
- Finchley
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-06
- Comments
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I didn't believe all the bad reviews because I'm the kind of person that normally just gets on with things but this has been an awful process.
They haven't connected the internet, nobody can tell me when it will be connected, every time I call there's a different answer or problem. Nobody replies to the written complaints and I've been lied to multiple times.
It feels like they're gaslighting me.
- Location
-
- Location
- Fordingbridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-22
- Comments
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Absolutely appalling connectivity and customer service, broadband has been down more than up, forced to investigate this myself as all tickets opened are ignored until they are closed by lack of activity. When my investigation turned up that the actual problem was with JL's QOS settings, they emailed me thanking me for finding the problem and suggested that changing my online activities would probably cure my problem!!! After multiple complaints they agreed to let me leave free of charge and then attempted to bill me £165 for leaving.
- Location
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- Location
- Fordingbridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-17
- Comments
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Unreliable connection and bad customer service, no phone call answered in less than 45 minutes, every problem blamed on the user before finally agreeing to let me leave free of charge, then attempted to charge me for leaving!
- Location
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- Location
- Foulden
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-26
- Comments
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Worst ever. Speed is minimal and for the past year the wifi keeps getting dropped. Customer service consists of a list of generic statements they read to you. Finally they tell you it's their router at fault--but, alas, they can't replace it.
- Location
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- Location
- FRINGFORD
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-06
- Comments
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Slow & unreliable from the start- somedays perfectly adequate, the next capricious.
Pus a router that has the range of a thrown tissue.
Complaints are met with the same scripted response "everything fine this end"
JL should hold its head in shame
- Location
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- Location
- Gainsborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-13
- Comments
-
A reliable service but not worth the money charged
- Location
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- Location
- Glanvilles Wootton
- Reviewing
- John Lewis Broadband
- Date
- 2022-07-25
- Comments
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Waiting 4 weeks for reconnection. Eventually discovered unable to offer digital phone. Absolutely useless. Plusnet no better. Neither should be allowed to continue with appalling customer service. Take my advice DO NOT USE
- Location
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- Location
- Glasgow
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-29
- Comments
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Patchy speeds, I can deal with, I've had worse. But the levels of customer (dis)service within this company is utterly disgraceful
Normally John Lewis is a great company and a name I trust, this service (provided by PlusNet) drags that name through the mud.
Utterly, utterly appalling. If you're looking for a new broadband provider, please, look elsewhere. Nobody deserves this level of shoddy service.
- Location
-
- Location
- Glasgow
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-12
- Comments
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very poor service speed not the right word customer service non existant
- Location
-
- Location
- glasgow
- Reviewing
- John Lewis Broadband
- Date
- 2020-08-07
- Comments
-
I am literally a kindly guy for everything in my life, while as a trader and computer engineer, the break frequency of network is the only thing that I cannot bear. The funniest thing is that the exchange is not crash when the stock rapidly down while my network done that. So I am never ever recommend this network, I also not suggest the computer related one use it service especially for woking from home. Also, TBH, the network is not have any advantage on price as well.(P.S. This is the longest review I have written my life)
- Location
-
- Location
- Glenshiel, Highland, Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-21
- Comments
-
2 months and 6 days since John Lewis Broadband took payment I still haven't got a phone service or broadband despite being on the phone to them for over 10 hours.
John Lewis have managed to get BT to disconnect the line they were supposed to take over though.
Disappointed doesn't really do justice to my feelings about John Lewis Broadband.
- Location
-
- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-23
- Comments
-
Got off to a rocky start when it took over a week to fix connection issues then was ok for a while until we starting having lots of dropped connection problems and very poor speeds in normal hours and practically non-existent speed during peak hours. Would NOT recommend. Heading over to BT next month I'd rather pay more and have good speed than put up with a dial-up-slow connection
- Location
-
- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-19
- Comments
-
Absolutely useless! Tried to move house with them..was sent a text to say a phone line would be installed on a particular day between 1 and 6 pm. Rang at 4 pm to check the date was correct. Was on hold for over 40 minutes, told the engineer was still due, not to worry. 6.30 pm no sign. Rang again and was told my address didn't exist. Put back on hold for over 40 minutes...complete waste of time AVOID AT ALL COSTS COMPLETLY INCOMPETENT.
- Location
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- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-28
- Comments
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Don't waste your time with this company. Failed to supply Internet and so far its been 2 months trying to get our initial payment refunded. Customer service lie to get you off the phone and hang up on you if they can't be bothered with you.
AVOID THEM.
- Location
-
- Location
- Godmanchester
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-14
- Comments
-
Avoid at any cost. Customer service really polite. Unfortunately no service!
- Location
-
- Location
- goole
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-07
- Comments
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Dreadful. I was with them for 1 year without trouble. Went away for 6 months visiting a sick relative abroad. Direct debits taken monthly.
Returned home to everything dead.
Connected but no broadband as I was connected to Sky at the exchange (mis-jumpered).
The Openreach guy ripped the master socket off my interior wall, damaging the cables. 2 more visits to get it fixed. BT Openreach very sorry.
JL then try to charge me £50 for the visits. Hours phoning them, always promising a manager would ring back. Never happened.
- Location
-
- Location
- goole
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-11
- Comments
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This really is dreadful. I am truly appalled. I switched from SSE broadband as the price went up from £12 per month to £26 p.m.
JL wants £22.50 which is not a lot less.
Their router is probably worth 50p.
Their service is dreadful.
They told me I should be connected within 2 hours, but I had to phone at 10pm. They apologised, saying BT had told them everything was setup, but their system hadn't worked. You're left high and dry. Go elsewhere, this is just rubbish.
- Location
-
- Location
- goole
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-30
- Comments
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Really dreadful. Worse than I expected.
The line was "mis-jumpered" in the cabinet, despite JL / Plusnet telling me all was OK. I had to risk £65 for an Openreach engineer to visit and sort it out.
JL promised me 2 months free service for the trouble, but didn't credit me.
My home phones don't ring when someone calls. Waiting for Openreach again, as a "line card" is faulty in the exchange.
Phoning JL customer service takes you to an Asian call centre, located in Leeds. Aggressive, awkward and unhelpful.
Go to another provider. Any other. Don't buy JL.
- Location
-
- Location
- Gosport
- Reviewing
- John Lewis Broadband
- Date
- 2023-03-25
- Comments
-
Had great speed and great customer service but as soon as bt took over Plusnet the speed is a joke if you try and update your package via the online part of your account it directs you to sign up for an other contract. I have found better deals with over companies but stuck with them until September. Shame if could cancel my contract without paying an early release fee I would. Avoid at all cost
- Location
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- Location
- Gosport
- Reviewing
- John Lewis Broadband
- Date
- 2023-04-15
- Comments
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Service was excellent when it was John Lewis and plus net but as soon as b.t took over the service is shocking takes forever to load Facebook and other sites. If I could I would leave but I'm stuck with them until September or pay to get out of the contract. If you try and upgrade your account you are pushed to join b.t. which price wise is extremely expensive.
- Location
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- Location
- Grantham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-12
- Comments
-
DO NOT DEAL WITH THIS PROVIDER! Ordered new internet and paid the first month. After reading all the reviews and realising that it is not John Lewis I decided not to proceed. I was told the refund would take 5 days. After a week called again to be told it would take 20 days. After three weeks was told it would take up to a further three weeks. Please save your time and money, KEEP AWAY .
- Location
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- Location
- Great Barr, Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-29
- Comments
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The worst provider I ever had, I discontinued the contract within the cooling period as I suggested all the crap which will follow, however they manage to delay to stop the services and I had to pay for early breaking the contract. Real hustlers, never ever again and because of them the plus net as well.
- Location
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- Location
- Great Yarmouth
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-11
- Comments
-
Signed up on 26th October and still have no broadband service. I gave up trying to call the helpdesk as it was always experiencing higher than average calls. Made a complaint and was told it was because they had not sent me a router. I have my own ADSL router so that is not the issue at all, however the Customer Complaints person also said they tried to call me and left a voice message. No one has called my mobile which is my contact number. I would not suggest to anyone that they use JL broadband, in fact I've been telling anyone that I can to avoid them like the plague. Customer service is nil; they appear to have no idea why I do not have service; and ignore messages posted on 'my query', hence why I made the complaint. I had to give one star for speed, but in all honesty I have no idea what my speed is since I have never had the service!
- Location
-
- Location
- Grenock
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-14
- Comments
-
Horrid customer service. You are on hold for so long waiting for them to answer. Message says they are experiencing high call volumes. Well employ more call handlers.
My advice? Just switch and bugger them
- Location
-
- Location
- Guildford
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-19
- Comments
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Do not trust John Lewis! We signed up for a 3 year contract in April 1916 as per the offer on the website, still available today, with a lower rate for year 1. After 6 months it was raised to the year 2 rate. No copy ot the contract was ever supplied but my husband agreed to the online deal as shown. We are told that he agreed to the deal for only 6 months and that there is a transcript of the conversation, available for £10. The terms were obviously hidden in the conversation, after a life working in finance my husband would never have agreed to an inferior deal, he is not an idiot. Just be warned and be very careful and be aware that this company, who have such a good reputation, may be taking advantage of you.
- Location
-
- Location
- Gwent
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-23
- Comments
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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
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- Location
- Halesworth
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-25
- Comments
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Have been a customer for phone/broadband for a few years with no problems. However, this all changed when I tried to upgrade my connection to fibre. Placed my order on 3rd June and as of today, (25th June)I have, at the moment no internet whatsoever. It is too painful to re-live the problems here but briefly, after activation, (which was late due to the order being incorrectly cancelled at their end|), my speed dropped from 1.7 mgps (ordinary broadband) to 0.4 mgps, ('fast fibre'). I have contacted John Lewis every day for the past 3 weeks; I have always been the one who has needed to be pro-active otherwise we wouldn't have even got this far. As we all know, John Lewis ride on the back of PLusnet, who are currently doing all they can to trash the brand. My only hope is that this continues for another week or so and my contract will become cancellable due to their inability to provide the promised product.
- 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
- HALSTEAD
- Reviewing
- John Lewis Broadband
- Date
- 2016-03-24
- Comments
-
Most of the time download speed is below 0.3 mbs Has been below 010mbs.
Impossible to view even low resolution videos. Emails with attachments often time out. It's probably due to a poor telephone line, but it's still john lewis's responsibility!
- Location
-
- Location
- Halstead
- Reviewing
- John Lewis Broadband
- Date
- 2016-07-29
- Comments
-
After 5 months of hassle we are still having problems with John -lewis /plusnet
Present download speed is 0.18. We did try using CISAS to resolve the problem but stupidly let John lewis talk us out of pursuing the case.That will not happen this time!
- Location
-
- Location
- Halstead
- Reviewing
- John Lewis Broadband
- Date
- 2016-05-10
- Comments
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Our download speed is 0.19mbs and frequently disconnects this has been the case for more than 2 months. we have complained frequently to john lewis
(Plusnet) and they have been unable to resolve the problem.The problem continues.Legal action is the next step!
- 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
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- Location
- Haltwhistle
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-12
- Comments
-
SHOCKING, I too wish I had read the reviews before committing, its 2 months now from start to getting a line but, still no broadband and the support phone!!!! well I have not been able to speak to anyone yet just the music, had to hang up in the end as I have a life
- 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.