806 Customer Reviews over 21 pages
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- Location
- West Devon
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-23
- Comments
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No problems at all. I consistently get 20Mb speed on ordinary (not fibre) broadband.
As I'm in a rural area they are cheaper than PlusNet who actually provide the service. £20 per month inc evening & weekend calls & caller ID seems pretty good.
18185 works fine for cheap calls
The PlusNet forum is a good place to get technical answers
- Location
-
- Location
- West Ewell
- Reviewing
- John Lewis Broadband
- Date
- 2022-10-16
- Comments
-
Personally, the internet service is i receive from JL Excellent.
I have an antiquated old telegraph pole POTs line to my house. I left sky because it was like dealing with a monolithic brick wall. Download speed with them was a miserable 20-25mbps at best with upload at a pathetic 9mbps. There were acknowledged noise issues on the line, that Sky seemed incapable or refused to get openreach in to fix. Then they wanted to double the price to nearly 50 quid! at contract expiry. So i left. JL (piggybacking off of Plusnet) were £28 per month. The installation went well. I also reported the line issues to them, & they immediately OWNED the problem, got Openreach out, whereby THREE faults were found on my line and repaired. Low and behold, my Download speed is now a consistent 55-56Mbps! & my Upload speed is now a consistent 16Mbps! This is about as good as it can get on an old twisted pair POTs phone line! Well Done John Lewis!. The connection is stable and consistent!
- Location
-
- Location
- West London
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-20
- Comments
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Had a few minor glitches when we first joined, but had been notified that this might happen at switchover from our previous provider. Since then a good service, no problems at all. And I think Customer Service has been fine. I have only had to ring them twice all year and they were helpful and courteous. Don’t do gaming or anything very high tech so would say strength of broadband suits us OK.
- Location
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- Location
- West London
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-03
- Comments
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I have left JL because they were unable to solve my internet problem and I was without a connection for a month. Their efficiency, customer care and manners are appalling. I had been with them for 11 years. I was accused of forgetting my password, even though I changed it with their supervision several times. One insulting person asked me, patronisingly if there was anyone else in the house who could help me. I have used the internet since it began, including in my job in Media. Before deciding to move to Zen I researched though 'Which' who were the most reliable suppliers. JL come pretty far down the list. No one at JL knew how to solve the problem. It started with an outage in their accounts department when payments were not taken with DD. I am going to write to their MD Paula Nickolds but I doubt she or anyone else will reply.
- Location
-
- Location
- West Malling
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-06
- Comments
-
Anybody else annoyed at the fact that there is now no way of printing out a COMPLETE detailed telephone bill, such as via a pdf? I have been told by Service Dept that I have to print a summary via Firefox and then do a print screen of each separate page of an Excel spreadsheet in order to get the complete bill. TOTALLY UNACCEPTABLE!!
- Location
-
- Location
- west midlands
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-10
- Comments
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I thought i would try give John lewis, as my last Provider, Talk Talk were extremely incompetent from start to finish.I place my order with JL just over week ago in 29/9/2018 and was given three option of when every thing would be set up after Paying Nearly £90.
However this didn't get to plan, after waiting half hour on Saturday to get through i was sent a email basically stating wait till Monday.
So I phone Monday even though the first person i spoke to seemed inexperienced but polite he had told me it would take a further two weeks for every to be set-up meaning this would of been a month!. i then decided to cancel
I then had heated argument with one of their cancellation team member as he was telling ( couldn't get a word in edge ways) me this would be the same for any other provider to take this long ??.
in the end spoke to some more polite and i have now gone with another provider and i will be set up by the end of the week!
stay Clear if there is issues in the beginning i guarantee you it will only get worse!!
- Location
-
- Location
- West Rudham Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-22
- Comments
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I have just switched to John Lewis broadband, the whole set up was so simple and I have a good fast connection at less than half that I was paying bt which is ridiculous considering bt own plusnet which is who John Lewis is supplying, the trouble with bt is they give great deals for new customers but ignore loyal customers, I won't go back to them, ever.
- Location
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- Location
- West Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2022-06-16
- Comments
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After 6 months of intermittent drops in service I changed to BT full fibre. John Lewis continued to debit my account, including one payment taken even after I informed them what was going on. Then they had the damn cheek to tell me I have to wait for 20 days for a refund of MY money which they had taken WITHOUT authorisation. When I told them they had 24 hours to send me a refund they stonewalled me. Do not ever choose this bunch of amateurs for anything. Appalling behaviour.
- Location
-
- Location
- west Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2021-04-20
- Comments
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Very Poor Cancelled Contact but keep taking payments & demands via email
stressful
- Location
-
- Location
- West Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-26
- Comments
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Not sure how this works but used Waitrose webmail for years, mostly ok -easy to use etc but did sometimes keep logging you off. Something to do with the 'platform' it was on. Suggested use JL webmail same log in but hated it, so continued with Waitrose webmail until eventually it ceased.
JL webmail is rubbish, too complicated, tiny writing, hard to use etc etc etc
About time it was updated to something nice and simple to use and more reliable especially as so much is done by email now.
Would leave if it was easy to do!
- Location
-
- Location
- West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-14
- Comments
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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
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- Location
- West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-18
- Comments
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Where do I start. In early Nov 2020 I decided to switch to John Lewis broadband. I chose to keep my current number. I got a few automated emails saying that it was getting ready etc.
I then got an email saying there had been an issue sending my router out (which I had just recieved in the post!). Didnt think much of it.
I got a switch date of 16th Nov from my old broadband provider, that sounded good to me.
The 16th came and went. my old broadband was still working so I just thought id wait it out assuming they were busy.
I opened an online support ticket, but got completely ignored.
Then on 10th Dec, my phone number suddenly changed and my broadband went off. So I called John Lewis who were apologetic and said it had now moved over to them so they would activate my broadband.
Nothing happened, nothing worked! New router all set up, but no internet.
I tried calling support, on the phone over an hour waiting for somebody to answer. Nothing!
I started their online trouble shooter, which eventually said they would look in to it but if I needed an engineer, it could cost me etc.
Nothing happened, online ticket still being ignored even after I added a couple more comments to it.
Finally on 22nd Dec I called up and got through. Told them I`d had enough and just to cancel it. The woman on the phone wasnt too bothered, finally got it all cancelled and I`m hopefully rid of this horrible service. (or non service)
- Location
-
- Location
- West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-19
- Comments
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Awful - do not bother or waste your time with this supplier. Speeds are poor to say the least, Internet unreliable to say the least, customer service just go round in circles with customers. I'm completely fed up with this supplier and wouldn't recommend them to my worst enemy
- Location
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- Location
- Weybridge
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-01
- Comments
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Excellent fast service, professional communication and competitively priced.
Always trusted, reputation proceeds every time!
- Location
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- Location
- Weybridge
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-10
- Comments
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Switched from Talktalk who are poor in every way.
Very impressed with excellent service and brilliant speed of Internet.
Very fast set up within days.
Very happy
- Location
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- Location
- Whaley Bridge
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-04
- Comments
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If I could score this zero I would. Still no service after 6 weeks. Extremely poor communication and when they do communicate it seems to be missing any element of truth. Stay well away from this supplier.
- Location
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- Location
- Whitby
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-27
- Comments
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Only had John Lewis broadband for short time but saved over £20 a month moving from BT. Easiest setup ever just plugged in and ready to go. Same broadband speed as BT, we are in a near dead zone and they have matched BT’s 11mbps. Just waiting to receive my £45 voucher. All in all, so far so good.
- Location
-
- Location
- Whitehaven
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-19
- Comments
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It was cheap for the first 12 months. The switch to them was smoothish ( though my old provider alleged they weren't informed by them which caused a billing problem. ) Speed has been as promised. Issue has been periods of intermitent cutting out. Not brilliant but for the price of the 12 month introductory contract I would recommend if on tight budget.
- Location
-
- Location
- Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-18
- Comments
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Quick review. Generally these who are happy with a service don't come to a website like this, but only those who are unhappy. We've been with JLB for about 6 months now, after many expensive years with BT. Should have done it years ago! A very positive exoerience. Thanks.
- Location
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- Location
- Wiltshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-04
- Comments
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Email has got worse you only have 100mb of space on their server which means if a couple of people send you some photos it gets filled and your emails are bounced back. They refuse to increase the space available and recently their customer service has got worse and slower, still waiting for someone to ring me back to discuss the issues. Cheaper doesn't mean as good so I will have to go back to BT as Plusnet provide the JL service.
- Location
-
- Location
- Wimborne
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-17
- Location
-
- Location
- winchester
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-13
- Comments
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Reported to John Lewis on Jan 2nd, connection is dropped around ten times each day for exactly 2.5 minutes each time. According to John Lewis it is now fixed but as the dropped connection log below shows it remains exactly the same. This problem started when we switched from EE to John Lewis, paying almost double the previous rate for a fibre extra service which is really not acceptable.
Net Uptime Monitor Failure Log (NetUptimeMonitor.com)
Licensed to nick sheron
=======================================
12/01/2019 17:20:52 Log Start
---------------------------------------
Failure Start Length
12/01/2019 17:22:38 0:02:17
12/01/2019 19:34:34 0:02:28
12/01/2019 19:58:48 0:02:29
12/01/2019 20:11:38 0:02:28
12/01/2019 20:35:03 0:02:28
13/01/2019 06:48:49 0:02:26
13/01/2019 07:45:51 0:02:27
13/01/2019 08:21:08 0:02:28
13/01/2019 08:54:08 0:02:26
13/01/2019 11:10:13 0:02:25
- 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
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- Location
- Winchester
- Reviewing
- John Lewis Broadband
- Date
- 2017-02-22
- Comments
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Signed up 2nd February. Heard nothing. On 15th Feb. I tried to find out what was happening. Email refused (Send but do not receive). Tried calling. Long long queue, and then given the run-around. Realised I had made a bad choice. Gave notice via their 'Ticket' system of cancellation under the Distance Selling regulations. Customer Services refused to accept the notice, saying I had to phone or post a letter. I sent a pdf letter, via the 'Ticket'. No response so far.
I have written separately to Sir Charlie Mayfield, chairman of the JLP. John Lewis is taking reputational damamage by lending their name to PlusNet plc without adequate oversight.
PlusNet is the villain here.
- Location
-
- Location
- Windlesham
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-12
- Comments
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I have been with John Lewis Broadband for some 10 years. I have been a very loyal JL customer generally but I have come to the conclusion that they are sullying their brand by continuing with this substandard service. The speed and reliability is nothing special but tolerable, but the Email service leaves much to be desired. The John Lewis name in the address means that many outgoing mails end up in people's Spam folders, this in a way is not JL's fault but with increasing security it is understandable and would be dealt with by changing the domain name. Recently thanks to the incompetence of Plusnetthere habe been several outages and delays in mail, the last straw being in the last few days- we are now on the 3rd day of a complete breakdown in the service. Many Emails appear to have been lost and all in all I am resigned to having to stop using my JL address completely. As soon as possible I will kick JL Broadband into touch and move to another ISP.
- Location
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- Location
- winsford cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-04
- Comments
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changed 2 homes over and no routers
bt turned the broadband off, JL SENDING routers but dont know when we will get them how goods that
email from JL SAYS YOU CAN CONTACT US 24/7 not ture 9-6 pm only
afriad PLUS NET Is BT WHO ARE THE WORLDS WORST Providers
i forgot to check the small print where jl said the provider was plus nut . only when you check you find out its BT
- Location
-
- Location
- Wirral
- Reviewing
- John Lewis Broadband
- Date
- 2019-04-22
- Comments
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Poor service, been with them a year almost and it’s a monthly occurance - poor internet, tel line issues...yet again today tel line is down, internet slow, have 6 weeks to go till end of my contract...told line fault will be fixed by end of the week...I’m can’t stand the poor service anymore and I’m leaving early..paying the early exit fees, but I just don’t care -it’s been such a poor service!!
- Location
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- Location
- Woburn Sands
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-03
- Comments
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If you can get through to Tech Support, they can be helpful on setting up issues. However having recently had my service down for nine days, they sent one update at the beginning saying it could be up to 14 days (!), then nothing further. The BT website (it was their cable / exchange problem) was not much more helpful. In the end, I found out was going on by walking down the road and talking to the BT engineers. Now the service is back up, there’s been no contact from John Lewis offering a refund for the nine days I had no service. They’ll send a customer satisfaction survey after an interaction if they think they’ve pleased you. Otherwise they don’t. A superb way for them to convince themselves that they’re great.
- Location
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- Location
- Wolverhampton
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-15
- Comments
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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
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- Location
- Wolverhampton
- Reviewing
- John Lewis Broadband
- Date
- 2015-12-22
- Comments
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I like many on here switched after reading that they were the best, feel like I've been stitched up good & proper. Router didn't arrive as promised, Engineer didn't arrive on the day he was supposed to. John Lewis will charge £49 if your not in to receive the Engineer. No one contacted me to let me know that the Engineer wasn't going to arrive. Cant get through on the phone to rearrange, not a clue what's going to happen next . Don't bother worse service ever & I haven't even had it installed!
- Location
-
- 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
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- Location
- Worcester
- Reviewing
- John Lewis Broadband
- Date
- 2018-05-23
- Comments
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Changed from BT after too many drop offs and slow speeds and have been extremely pleased. After a slight hiccup on speed customer services were extremely helpful and no problems since.
- Location
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- Location
- Worcester Park
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-13
- Comments
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Still waiting for connection JL have no effective communication links with BT who supply the infrastructure service and as a key worker moving home I needed my BB ASAP to maintain my NHS role during my 1st week off since COVID -19 . A request by JL to BT to expedite my connection was made but declined as I had a live service ... live meaning the previous owner had a connection but not one I could ever use or access so I actual fact very dead ( sounds very much like a Monty Python sketch) Now after 2 weeks I’m still waiting for my BB as they also forgot to send out the router.
This was the only utility I had any problems with during my move and not only very inconvenient but time consuming meant where I should have been able to work from home whilst getting straight I couldn’t . Ever hopeful of one day getting a connection but STILL WAITING.......
- Location
-
- Location
- Worcestershire
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-29
- Comments
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Would like to put zero for all ratings.
Another day unable to access my emails, yet again.
- Location
-
- Location
- worcestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-06
- Comments
-
the worst customer service i have ever experienced
- Location
-
- Location
- Wrexham
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-05
- Comments
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Absolutely terrible customer service. I applied for a broadband/phone deal and, 3 days after applying, was informed that my application had been rejected. I immediately cancelled the application and was told that my £25 delivery fee would be refunded. 18 days later I have been contacted to say that a cheque has been processed, but this could take up to a further 2 weeks to arrive. Their responses to my numerous emails on their on-line "Query' system reads like a comedy. Anyone considering a John Lewis/Plusnet broadband package has to be insane. I certainly won't consider them for anything in the future
- Location
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- Location
- Yeovil
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-12
- Comments
-
I would not have believed that any company could be this bad, let alone John Lewis. Dreadful customer service, incorrect bills every month, hours on hold having to listen to the worst loud on hold music on the planet. The whole thing is run by Plusnet and you are just paying twice as much for the John Lewis brand. But complain to John Lewis and they don't want to know - they just tell you to call the help line, which is actually plusnet. It's a complete con and an absolute disgrace. I have now left and gone over to the Phone Co-op who are great, but John Lewis are still demanding money I don't owe.
- Location
-
- Location
- Yeovil
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-21
- Comments
-
Had JL/PN Broadband now for 6 months, been paying for fibre plus package £40+ per month. My speed has been dropping so called technical, just been told by 'so-called' technical that I haven't been getting what I have been paying for hence my speed is well below 40mgb and should have been 70+.
I was put through to the order dept and they say I have been on the right package 'LIARS' you have crossed the wrong bloke. John Lewis why have you aligned yourself with dodgy 'Plusnet' JL you have deceived your loyal customers, shame on you.
- Location
-
- Location
- York
- Reviewing
- John Lewis Broadband
- Date
- 2020-01-08
- Comments
-
ABSOLUTE SHAMBLES DO NOT SUBSCRIBE!!!!!
Speed rubbish, connectivity intermittent at best, customer service diabolical. We have had issues since joining it finally resulted in John Lewis buying us a 3rd party router as 5 of theirs proved useless! Only answer you ever get when service goes down is an engineer who can only attend during working hours, no work around for those who work ?9 til 5. We have been without internet three days on this occasion, hung up on 5 times, 2 manager call backs failed, kept on hold for 35 mins only to be told nothing can be done! Stay away from this service!
- Location
-
- Location
- York
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-19
- Comments
-
If you rely on your internet for work then don't go with John Lewis. We have had nothing but issues for the 8 months we have been with them. The initial connection was painful with no communication.We frequently have drop outs and the speed despite being on fibre is pitiful. It is affecting our ability to do work at home now.
- Location
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