806 Customer Reviews over 21 pages
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- Location
- Cambridgeshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-13
- Comments
-
PlusNet in disguise! Absolutely dreadful service after 3 phone calls and 2 weeks of promised broadband was given another 6 days notice - was advised it was staff not placing the order and there's nothing that can be done - Unparallell incompetency - avoid like the plague!
- Location
-
- Location
- Northampton
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-13
- Comments
-
Complete rubbish. It's like being on Dial up again! Will not be renewing
- Location
-
- Location
- South West
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-09
- Comments
-
Called John Lewis to sign up for £20 a month broadband deal a couple of weeks ago. Heard nothing. Called back and they have no record of my call whatsoever, even when I give them the user name they insisted I set up. Thought I'd give them the benefit of the doubt, but when I try to sign up again the deal is no longer available and the monthly payments have gone up. Guess I'll stick with B.T., they may be expensive but at least the customer service has been good.
- Location
-
- Location
- Swansea
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-08
- Comments
-
Ordered Superfast Fibre Broadband from John Lewis Broadband .I never received the router etc checked with them to ensure they were still able to provide the Service,they assured me they could and were waiting confirmation from their suppliers (Openreach Arghhhh!).I assumed they had extended the swap over date but no 1st June no phone or Broadband.My previous supplier stated they had failed to comply with the process .They failed to apply for a new phone line or arrange for the Fibre Broadband.I now have no phone line or internet access .John Lewis need to distance themselves from Plusnet who run this for them as it will damage the brand.Awful service does not describe them.
- Location
-
- Location
- Moray
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-04
- Comments
-
This has to be the worst company I have been with since TalkTalk. I have had no internet, e-mail or anything for nearly 2 weeks yet they say everything looks normal on their system. I cant cancel as I am 3 months into the contract. There must be some law that protects us customers who are getting fleeced and cannot get out of a contract that THEY are not fulfilling? A disgrace and I was suckered into it by the John Lewis brand. DO NOT TOUCH WITH AN EXTENDED BARGE_POLE!!!!
- Location
-
- Location
- South
- Reviewing
- John Lewis Broadband
- Date
- 2017-06-02
- Comments
-
A neighbour who likes the "john Lewis" brand asked
me to help them transfer from Plusnet to John-Lewis. Of-course, these are the same networks, and in fact the only difference appears to be the fronting web page(s). After 1 month on the "all calls included" package a bot at 2am one morning (or some backend piece of junk automation) switched them OFF this package; the neighbour - not a
regular user of the Internet - didn't realise, until they were cut off one weekend. On ringing CS they were informed that 2 months of call
credit has been exceeded (2 x £50 +VAT) and that this would have to be paid for the line to be re-enabled. Things went downhill from there until I wrote a LETTER explaining what had happened and got a reply saying that "a system had not correctly migrated the person's account from PN to
JN"; lots of apologies (no compensation); I guess not many people move from PN to JL.
- Location
-
- Location
- scotland
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-27
- Comments
-
john lewis have cheaped out with the lowest quality router on the market.. i can only get wifi in the room im in,, to add to that i cant use the router to connect to another access point because jown lewis have locked down the router hobbling its features, avoid john lewis and plusnet
- Location
-
- Location
- Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-20
- Comments
-
As a longtime customer of all things "John Lewis"I thought JL Broadband would be a good bet. But customer service is DREADFUL! They failed to get my service up and running on the first two attempts, having to start the order all over again each time. Both times I was offered a free month on my contract. When the service finally got up and running, JL Broadband denied that any compensation for the delays and for the hours I spent on the phone was ever offered to me. But as a "gesture of goodwill" I was offered £7 off my next bill. Now I'm locked into the contract and can't vote with my feet until it ends. AVOID this company if you care about customer service.
- Location
-
- Location
- stoke on trent
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-20
- Comments
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Have lost phone line 3 times since January 1st this year and last time also had intermittent broadband.Not had any compensation. However e-mail service is very slow or gives error messages most of the time and have completely lost this twice in last 5 6 months for days at a time -have spoken to Technical support some time ago and was switched to newer server but this not much better. I e-mailed their helpline on monday re this-supposed to get a reply within 24 hours -still waiting. have e-mailed twice since monday -a deathly silence from them. Plusnet are bringing the good name of John Lewis into disrepute. Have now asked for compensation and a new router!Technical support can be very good but a bit of a curates egg .
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-16
- Comments
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Email: about to abandon long-cherished @waitrose for following reasons:-
Have to say there is a sickening sense of recognition, reading the reviews: email today, as Sunday: 'Service Unavailable'.
Leading up to this, loading email increasingly sensitive (if I move onto other window, it 'times out' out of pique!). Deleting one item at a time is incredibly time-consuming; worse, is accessing older pages - which I have painstakingly cleaned of any mails over 50kb - times out, dawdles, has to be refreshed.
The whole system is plainly overstretched and breaking.
- Location
-
- Location
- Barnstaple
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-16
- Comments
-
John Lewis is great at what they do. If you call them you get a real person speaking english, they are helpful. The problem is the service is via plusnet using BT. If your speed is slow then it would be no better with another supplier. what you get is cheaper service and great customer service. If BT sorted out the issues with the cables then most of these reviews would be better.
- Location
-
- Location
- Nailsworth
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-13
- Comments
-
Excellent - no problems.
Best thing I ever switching from BT!
- Location
-
- Location
- somerset
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-11
- Comments
-
Absolutely appalling. Email almost unusable
- Location
-
- Location
- North East
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-09
- Comments
-
Ordered the service, then needed to contact to ask questions. Support atrocious (we don't think email is reliable so we use issues log).
Cancelled the service (with their 'log') on 26th April, still being bothered into May. Complained 4 May, received even more sms's, emails and finally a message saying they have sent the router on 9th May.
HOW USELESS? VERY USELESS
- 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
-
- 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
- Ely, Cambs
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-03
- Comments
-
Slow connection at times. No built-in parental control! Been charged separate for what was part of the package. Ridiculous ‘house move’ fee. Line cut-off despite confirmed extension of the service. DO NOT RECOMMEND under any circumstances
- Location
-
- Location
- Stirlingshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-01
- Comments
-
Absolutely dire service from John lewis. I've been getting speeds of 0.3 for 3 weeks now with no resolution of the fault. Customer service team are pleasant to deal with but so far have totally failed to fix the fault. They seem to put the query on hold every few days which adds further delays.
- Location
-
- Location
- Ipswich
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-24
- Comments
-
We've had John Lewis broadband for a week now and it's been off more than it's on. We've had one good day's connection so far. We switched from BT because it was woeful and we could never understand their Indian call centres but overall, it's looking pretty good compared with John Lewis. They should have stuck to homewares.
- Location
-
- Location
- cheadle cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-23
- Comments
-
Terrible, a con, pLUS NET under the jOHN lEWIS Brand, Devaluing the brand, avoid avoid avoid.
- Location
-
- 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
-
- Location
- bridlington
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-20
- Comments
-
Dreadful, would not work until engineer came out. Kept saying nothing wrong promised to refund for period I could not use still haven't. Would not let me cancel even though they still had no provided broadband because I was out of the 14days. Internet does not work most of the time when it does so slow I cannot watch videos or listen to music. Support non existent, can't wait to be out of contract and then I'm off.
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-15
- Comments
-
Their awful broadband service must be damaging their reputation. have been with them for 3 months. speeds slower than advertised. Internet connection lost frequently. Technical support dreadful - deny problem - and are unable to sort out. Planning on cancelling soon
- Location
-
- Location
- Bucks
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-15
- Location
-
- Location
- Richmond
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-15
- Comments
-
Unbelievably awful. We were due to move house TODAY and now have to stay put for another month, costing us thousands, because this dreadful company cannot have our broadband set up in our new home, despite having PROMISED to do so. My daughter has important exams and needs the internet during revision. We will now be moving house right in the middle of her exams. Their 'customer service' is just a load of platitudes. Why is an otherwise reputable brand destroying itself like this? Won't be buying from John Lewis, Waitrose etc. from now on. Avoid avoid avoid.....
- Location
-
- Location
- Murphy
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-14
- Comments
-
Thought I would share my positive experience. I know people who give reviews are more likely to have had a negative experience, with any company.
Have used various internet providers in moving around as a student, when I began work etc, mostly Virgin. I live alone, don't have high needs for gaming etc but do watch films on Netflix etc.
John Lewis has been a breath of fresh air. The box came, I phoned to activate it, my call was answered promptly, the call handler was easy to communicate with me, plugged it in- whole thing done in 10 minutes. Have had for around 10 months now, wholly reliable, hasn't let me down once.
Fabulous service, reasonably priced and I have recommended to friends.
- Location
-
- Location
- Reading
- Reviewing
- John Lewis Broadband
- Date
- 2017-04-05
- Comments
-
Like so many others I am shocked that a quality brand like John Lewis still put their name to this incredibly poor level of service. The speed is very poor, the accessibility of email is very poor. Overall conclusion, absolutely avoid John Lewis broadband. Again, like others, I am amazed that JL management seem to be unaware of these problems. I would email them, but as you know, it's really difficult to get an email connection.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-31
- Comments
-
I was with Greenbee (John Lewis) email provider since it started. Suddenly last November emails began to be very slow, and now I can't access them from late afternoon until late evening. When I ask JL what is happening, they say they have 'technical issues which we are working to resolve'. I rely on emails for communication with doctors etc. and am very disabled. I am stuck, because I just don't have capability of changing. Thanks a bunch, John Lewis.
- Location
-
- Location
- Derby
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-30
- Comments
-
Having read the reviews i was concerned movind to JL/Plus net, however, my change from BT to JL, was without any problems, emails + TXT were sent on the day of changeover confirming it all. i received a mail at 3am for the phone line , and without internet for aprox 2 hours during the change. its was a shame that BT would not move on the extortionate price i was paying and now have the same speed with unlimited download, the same upload (78/20) and a fixed ip that BT cound not offer. great stuff JL keep it up *****
- Location
-
- Location
- Essex
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-29
- Comments
-
Dont bother useless, gave up after 3weeks with no connection and cancelled before i went mad.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-29
- Comments
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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
- High Peak
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-27
- Comments
-
Cannot give a review for speed or reliability as still not connected after 13 days. Ordered Fibre and now told unable to provide it after numerous phone calls to customer service and being told a different story every time. Told a manager will call me within 4 hours and 8 hours later still no call. Now having to wait another week to be connected to Adsl.... why!!!!!Avoid at all costs if you value your sanity .
- Location
-
- 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
-
- Location
- CHESSINGTON
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-25
- Comments
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Never knowingly undersold? Well, they have now. Since price increase and unlimited broadband use the service has rapidly become slower. long wait to call centre. I believe Plusnet's servers are overloaded. Broadband is acceptable but web-mail is absolutely hopeless. For five tears or so it was always ok.
- Location
-
- Location
- cheadle cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-21
- Comments
-
avoid avoid avoid, awful customer service, they try to blame you for everything and warn you that BT will charge you for coming out, if you are lucky enough to get through to themm even late at night. Trashing the John Lewis brandname. Avoid avoid avoid!
- Location
-
- Location
- Truro
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-18
- Comments
-
Irritated with the prospect of further cost increases with BT I have transferred to John Lewis. The transition has been totally painless...router arrived well in advance of the agreed transfer date; plugged it in on the day of the swap, switched it on and online within 10mins. Soooo easy! The speed is no different to BT (judged by the Speedsmart app). And, to top things off...way cheaper....completely satisfied and feeling BT-liberated!
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-18
- Comments
-
After all the bad comments I was really worried by my decision to change from BT after years with them and increasing dissatisfaction. However one week in at this stage I can only say how pleased I have been with the handover process and the service so far. If anything the broadband speed seems to be a lot faster and more reliable but that may be because of an up to date router replacing the old BT one.
The actual handover was incredibly smooth. The router was delivered a few days before the actual date and the phone was transferred first thing in the morning on that date. The broadband took longer so I phoned mid afternoon just to check there were no problems. The phone was answered pretty much straightaway and I was assured by a very helpful gentleman that I would be connected by midnight - as stated in the documentation. This was the case. It was really easy to connect the new router following the clear instructions first thing the next morning and I then breathed a big sigh of relief. So far so good with no interruptions in the service.
Neither super fast nor fibre broadband are available in my area so I can't comment on the JL delivery of those services.
I don't use JL email nor have I had my first bill so that may be an issue ahead but for the moment I am really pleased that I changed to JL. I am saving myself over £20 per month compared to what I was paying previously.
- Location
-
- Location
- LEICESTERSHIRE
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-16
- Location
-
- Location
- Aberdour
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-16
- Comments
-
Stay far away from John Lewis broadband! I'm coming to the end of my contract and I will cancel immediately. Connection issues daily. Wasted hours on the phone complaining to no use. This last month I have actually used up my mobile internet allowance because I've had to use it in the house as John Lewis broadband falls out constantly.
- Location
-
- Location
- West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-14
- Comments
-
Signed up 1St March. They seemed to think I needed a new phone number, so queried that, no reply. 14 days later, no letter confirming transfer in, no router, no start date. Just cancelled my order now. Plusnet used to be good, clearly not any more. Steer clear.
- 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.