806 Customer Reviews over 21 pages
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-06
- Comments
-
I moved to JL thinking their reputation was a reliable yardstick and reviews seemed generally ok.
They messed up the transfer from the previous provider - didn't hear from them and then when I called - 'oh looks like the button wasnt't pressed to switch you over'. Took them another 2 weeks.
There was confusion over the package for calls I went onto - I was landed with a big first month bill I hadn't expected - it may have been me - I'm not sure to be honest but the call centre manager dealt with this very well although their system are poor and cannot update my monthly package for another month.
The internet line cuts out occasionally - the password disappeared one day stopping it working altogether.
The download speed is ok -it does vary though. The upload speed is terrible - 0.3 mb which is only around 30% of my previous providers - makes using dropbox very very slow.
Not particularly impressed thus far. I'd like to leave ..but can't.
- Location
-
- 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
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-18
- Comments
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I was pretty happy with JL initially. It gave me what I need from a contract despite initial set up problems due to Openreach. I switched to VDSL and have had now 2 bad experiences with customer services. They are patronising and not helpful. I;ve been using my own router as their ADSL offering didn't have 5G. Person 1 thought I had a password problem when in fact I needed to input Plusnet VDSL as the provider, which no-one told me. They changed my password; when I tried to change it my internet would not connect. I one to TP link customer services and we went though a complete reboot. Still no connection, I finally got though to JL customer services today and the young man I talked to assumed it was my password while my router is saying contact your service provider. He wasn't listening but was trying to be reassuring. I didn't want reassurance, I wanted them to check my connection. Wake up boys this is the 21st century and women know about technology. Patronising to a fault and not helpful I ordered a JL router to save my temper and sanity.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-06
- Comments
-
Terrible arrogant customer service team.
30 min waiting time for calls.
2mb download speeds.
£170 cancellation charges.
Completely unacceptable company.
Avoid at all cost.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-02
- Comments
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i've had JL Broadband for a few years. I upgraded to their fastest service. There were issues on the upgrade and the service was not a smooth one (which I was reminded matched my initial ake up of their service the year before) but the key issue now is that during Dec/January and early Feb I noticed a distinct reduction in speed. When tested I noted it was around 10mb speed on a supposedly 75mb line ( at over £50 a month for line too). I called in and was led through a few checks including the logging in details and it turned out that someone at JohnLewis side must had updated my details with another customers details. As I looked at my screen in disbeleif I read out the lady's name and username who was entered. When overwtitten with my details the speeds picked up again. I find this breack of data protection and total inability for this mismatch to be montiotred and flaggeed up unbeleivable. It implies to me a very laissaz-faire attitude to performance and security. I logged a complaint about the speeds and the data protection issue and asked to find out exactly what had happened. This was 3 weeks ago. I heard nothing. The complaints have 'disappeared'. I called in and was held on the phone intermittently and after 25 mimutes decided I had had enough (whilst an agent insisted I wait whilst they read and understood the situation). I repeated al the information yet again but to no avail. They failed to take it on board, failed to allow me to speak to a manager or to get someone to call me back when they'd read my notes and seemed fixed on wasting as much of my time with no help whatsoever. Useful.
Very very odd.
No I don't recommend this bunch at all.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-02-05
- Comments
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If you're considering moving to John Lewis broadband because of the brand reputation for quality and customer service, THINK AGAIN. The move into phone and broadband must have been a disaster for JL and if I was in charge of brand I'd be getting out as quickly as possible. As their customer I will be getting away from them as quickly as possible. Service is AWFUL. Response to dealing with problems is AWFUL. Yes their call centre is based in the UK but I've seen more competence from call centres everywhere else than I've had from John Lewis. And it's only possible to get them on a free phone number, fine if you've got a landline but if they've cut off your landline and you're calling from a mobile you'll spend a fortune. Which they won't refund you for. To sum up JL broadband in three words: AVOID. AVOID. AVOID.
- 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
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-23
- Comments
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This review relates to my sjohnlewis (waitrose) email account. it used to be excellent - now total waste of time. Totally unimpressed. From reviews here and on Trustpilot it appears that I am not alone.I would not want to even award 1 star
- Location
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- Location
- LONDON
- Reviewing
- John Lewis Broadband
- Date
- 2017-10-26
- Comments
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10 years ago I signed up withGreenbee, They were excellent until John Lewis sold them to Plusnet. Plusnet then sold out to BT, and service has been rubbish ever since. Engineers' excuse is that Greenbee is going to be phased out, yet when you phone them one of the options is to sign up as a new customer! What customer service !
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-07-06
- Comments
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We were moving home so phoned JLB (Plusnet) to cancel my broadband but wanted to keep email account. Plusnet assured me this was possible. However when our broadband contract finished our email account was destroyed! All our emails are permanently lost. I would never use JLB or Plusnet ever again. Their customer service is appalling. If you are a JLB customer BEWARE … backup your emails.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-19
- Comments
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Right, as promised. Further to my review from the 14th August 2018.....I have now had another few disconnections... my thoughts-
- Some (not all) of the disconnections appear to be due to the DLM system LOWERING the SNR value from default 6db to 3db (the lowest setting) This lowest setting 3db allows (usually) for MORE speed if your line is stable. Mine has now settled at this 3db value and am now sync'd at over 60 mbps.
- The supplied modem/router: zyxel 8924 b10a was on firmware V10 (from 2015 I believe?) John lewis never updated it even after I asked them to, so I carried out the upgrade to V21 then V23 or V24 myself. So far so good, touch wood.
- I incorrectly stated I would use my old BT smart hub 6. This didnt work as the username didnot accept the @john-lewis.com. I think the '-' (hyphen) causes a problem.
- I sucessfully connected with the BT BUSINESS smart hub 6 (product code 088315). Our username @john-lewis.com WAS accepted.
So, after the initial teething problems, it appears to be ok now. Their email support tickets are answered very slowly. I've found the call wait times not too bad, but I suppose it's dependant on the time of day you call.
So, I have adjusted my ratings for John Lewis BB given the better conditions at the moment. Service, connection, speed and reliability have improved so, its only fair my ratings should reflect that.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-29
- Comments
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Really poor customer service. Had to call 4 times in the first month because the account hadn't been set up correctly. Every time they were experiencing a "higher than expected call volume", I experienced 8 minute waits.
Bills aren't fully accessible with Chrome or Internet Explorer.
- Location
-
- 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
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2022-06-09
- Comments
-
always say unfortunately unfortunately, never use the brain to sort out the problem.any one want to sign in the contract for this company then you ready to listen to the word:unfortunately if one day you need help sort out the problem.
Be careful!
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-23
- Location
-
- Location
- London Chiswick / Acton / Hammersmith
- Reviewing
- John Lewis Broadband
- Date
- 2019-08-06
- Comments
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This is a promised follow up of my earlier review that can be found below (see: 2018-09-08).
In short: I do not have to change a iota of what I wrote there, I am very happy with the quality of the services provided and thoroughly recommend JLB to all.
And what's more: Except checking the whereabouts of the cashback - slightly premature on my side, as it arrived within days - I have not contacted JLB even once during this time. I just did not have to: Phone line and broadband work brilliantly well, provided router (Zyxel VMG8924 - worth checking product updates on Zyxel website directly) is very stable and is much more sophisticated than equipment that BT supplies. If it wasn't about few power cuts that we experienced in our area earlier this year its uptime would be months (typically: hundreds of days anyway).
So: I'm just paying the bills monthly and cannot believe it's nearly 12 months already.
And a bonus: as my price just went up as I left initial 12-months deal, I just got in touch with JLB only to have it restored where it was with no changes to anything else for another year. What's not to like?
To conclude - in exactly the same way as year ago:
So, I am really not sure where all the negative comments are coming from. I also cannot say anything wrong about their staff either.
I can only guess that some negative experiences may be related to exceptional circumstances: dodgy wiring etc. but perhaps also the fact that it's far easier to write negative rather than positive review.
Last but not least: I shall update this review if circumstances change - especially after first 12 months.
- Location
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- Location
- London Chiswick / Acton / Hammersmith
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-08
- Comments
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Driven by flood of negative reviews seen here, and my (short so far) experience with JLB, I decided to write my own review as our experience with them so far is very positive.
Context: We just migrated off BT 80MB (then, now it's 66MB only, I think?) Fibre and telephone service.I had been with BT for 7 years, moved house three times [South East & London] taking them with me every time and had no issues with them at all except once, when they were not able to move me as they had internal issues with their CMR and they just let me go then allowing for new (nice) deal to be put in place. Broadband and telephone service was operational at all times and I never had to contact them about any technical issues either. So my worry when we decided to move was that we will effectively break something that works splendidly well (although for a price): We decided to move based only on the extortionate price we had to pay - with JLB our monthly price is effectively less than half now.
I ordered JLB Broadband & telephone service on 22/09 online - got migration date as 05/09 couple of hours later(contractual two weeks). Zyxel router turned up couple of days later and replaced BT Hub on the day of migration. Phone line has migrated early in the morning, with broadband following few hours later. As I was at work then, I just checked with JLB that all is good and witnessed the same once we got back home in the evening. Router was operational, and it was just WiFi / Ethernet configuration that I had to do. And that was it.
Needless to say that all these steps were followed up by text messages & e-mails.
So it's 72 hours for us just now: telephone service works as it did, broadband speed is exactly the same as it's been before. The only extra thing I did myself was to voluntarily upgrade the firmware in the provided router - and fiddle with its settings.
So, I am really not sure where all the negative comments are coming from. I also cannot say anything wrong about their staff either.
I can only guess that some negative experiences may be related to exceptional circumstances: dodgy wiring etc. but perhaps also the fact that it's far easier to write negative rather than positive review.
Last but not least: I shall update this review if circumstances change - especially after first 12 months.
- Location
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- Location
- London NW8
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-25
- Comments
-
Overpriced compared to competitors. Failed to supply minimum guaranteed speed. Do not use this service.
- Location
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- Location
- London, Greenwich
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-27
- Comments
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I have never received worse service from a broadband provider. Never go with John Lewis again.
- 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
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- Location
- Loughborough
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-07
- Comments
-
Utterly useless. No service for 2 full days. fault logged online but beyond an acknowledgement zero information.
They had the cheek to ring me and invite me to renew for another 12 months today - the caller didn't even have the tact to realise I might not be a happy customer and seriously thought no contact at all and no service for 2 days wasn't going to put me off.
If you expect the name will give you any customer service at all - forget it.
Hopeless.
- Location
-
- Location
- LOWESTOFT
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-26
- Comments
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After continual excuses and apologies for failing to connect my broadband the company have now admitted fault, previously blaming BTOpenreach. Dismal customer service, broken promises, on live complaint/query system ineffective, they close requests if they are showing the company in a negative manner. If you were thinking of using them, my advice is don't. I still have no internet 5 days later.
- Location
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- Location
- Lymington, Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-13
- Comments
-
3 days shy of a month and zero service or any contact. No letter, no router, no response to 4 online queries. I’ve cancelled my direct debit and wished them luck pursuing me based on their egregious failure to provide any form of service whatsoever. STAY AWAY (it’s run by Plusnet but they were bought out by BT when they got too successful, that’s what BT do then run them into the ground. It’s clever).
- Location
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- Location
- Lymington, Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-07
- Comments
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This is truly dire customer service. I have obviously made a huge mistake choosing John Lewis Broadband. 16 working days now (22 filull days!) and no phone or broadband/router. Not even a response to my request for information. I wish I’d cancelled within the 14 days. So disappointing.
- Location
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- Location
- Macclesfield
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-19
- Comments
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Absolutely awful. Since November I've had to call them a couple of times a month, now evey week almost. The internet goes down daily. We've had a router change and two engineer visits, no communication on the problem other than 'It's fixed'when it clearly isn't. The worst service and product. Highly frustrating especially when I work from home once a week. The tech centre know as much about it as I do (very little). Wer3 changing providers asap
- 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
- Maidstone
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-11
- Comments
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What an absolute garbage company to deal with.
Appaling customer service.
DONT think by going to these clowns you are getting a decent service... been waiting months for a refund, and they dont know where it is!
- Location
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- Location
- Malvern
- Reviewing
- John Lewis Broadband
- Date
- 2014-08-10
- Comments
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OK as long as you don't need customer service. They locked me out of their email account due to a problem they discovered. A 15 minute wait on the phone (not too bad I suppose). New password issued. Tried to log in but it didn't work. Another call to "customer services". I was ot typing it in wrong so transferred to tec services. 45 mins later my battery dies. As I'm up at 5am I thought I would get through. High call volumes at 5AM !. By 6 AM my phone died. Saga continues...... John Lewis seems to have joined the race to the bottom that is UK customer services. We've had your money now sod off.
- Location
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- Location
- Manch
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-22
- Comments
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Going live tomorrow. Been on phone an hour so far to check up. Getting bad vibes about this.
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-22
- Comments
-
Horrific. I was taken in by the John Lewis brand reputation. Stupid of me. Incredibly slow. No help. A daily phone call about speeds. Just awful.
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-19
- Comments
-
Currently switching to another provider and we were cut off 5 days early by John Lewis Broadband with no explanation - upon calling customer service was told there was nothing they could do despite us being promised on an earlier call that our service would continue right up until the new provider took over.
Very poor service, would not recommend.
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-29
- Comments
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I have only signed up with John Lewis and so far so bad. First off they had to send an engineer out to connect a phone line which was already connected. Secondly they didn't process my order delaying my line activation by 3 weeks. They now have just told me they need to send out another router because the first one they sent out was dispatched 5 days ago and it hasn't arrived. When I was with Sky and the router was late they put it on priority First Class post but apparently the customer service representative at John Lewis couldn't even do this. Thought John Lewis was a trustworthy brand and a company with integrity. This shoddy service leaves a lot to be desired. AVOID AT ALL COSTS
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-11
- Comments
-
I've been with various different broadband companies over the years, with mixed results, but John Lewis Broadband, and by extension Plusnet, the actaul provider, are without a doubt the worst provider I have ever seen.The speed is incredibly unreliable, constantly fluctuating an average of 5mbps to 0.2mbps in the space of minutes, having short periods of stability followed by days or weeks of abysmal service. Customer service is about as reliable as the network itself; it can take several days to get support, and when you do they always say the same thing about resetting things on their end, only for service to continue as normal... which is to say awful. I'm lucky enough to be the only member of my household who has managed to get a wired connection to my PC, and although that can reach decent speeds it will drop on a whim, and plans of gaming with friends can quickly devolve into disappointing night spent unable to connect to anything. The upoad speeds are so bad that attempting to upload anything, even small files like oictures and even long messages can cripple the entire service for several minutes. When trying to upload larger files the entire service is unuseable as it send your important files 1kb at a time; I almost failed an important university module when it took 6 hours to upload half of a 1.5gb file before the service cut out completely and it had to start again. Whether you want this service for work, school or leisure I can whole-heartedly reccomend you look elsewhere and forget that John lewis even supplies broadband... God knows they don't seem to remember themselves.
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2018-07-27
- Comments
-
Truly shocking customer service; lack of consistency when dealing with complaints; can’t get hold of manager; issues with my DD which they still haven’t resolved 4 months later!
- Location
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- Location
- Manchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-14
- Comments
-
I haven't even started using John Lewis broadband yet. Decided to go with them because I associated the John Lewis brand with good service and high quality products, my experience so far has been anything but... I was told by the sales team that my internet would be up and running on the 8th August, this was a lie. I made peace with it and was then told 10-12 days after, it would be up and running. It is now the 14th August and I've just been told no order had been placed on their end, so basically I've been delayed another 7 days with no Wi-Fi. I can't work from home and I am now behind on deadlines due to the incompetence of this broadband "service" (more like nightmare). They would not have even flagged that no order had been placed except I called them. What a load of baloney. Steer clear!
- Location
-
- Location
- manningtree
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-06
- Comments
-
Now become so unreliable & they are no help in changing
- Location
-
- Location
- Marchwood
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-30
- Comments
-
Have had John Jewis Broadband for 1 year and 5 months now. first 6 months speed and reliability were fine, after that it started disconnecting alot, speed was awful. I have called numerous times to customer service, I am being told always everything is fine. past couple of months has been slightly better but it's been absolutely awful last week. I have saved all my speed tests since, even at 1am, the download speed is under 1mbps. nothing has changed at the property, we have already changed 1 router from you, so you tell me what's next. definitely a problem at your end.
- Location
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- Location
- Market Harborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-11
- Comments
-
We changed from Sky to John Lewis and we have regretted it since, broadband speed very poor and huge variations in download speeds
- Location
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- Location
- Marlborough
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-02
- Comments
-
Very slow speeds and when I have a problem I cannot get through on the phone as 'they are experiencing high call rates" Really? Every day? Poor service for a company carrying the John Lewis brand.
- Location
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- Location
- Marshfield, Chippenham
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-01
- Comments
-
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
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.