806 Customer Reviews over 21 pages
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-22
- Comments
-
Absolutely awful customer service. My phone line has had problems previously and for the last 5 days I have been unable to contact tech guys regarding same problem . Been left holding on answering service for about 14 hours over the las 4 days. Vunerable 84year old living here who is shielding and the use of a reliable phone is essential. Won’t be renewing my contract and would not recommend company to anyone.
- Location
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-15
- Comments
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Changed over to JL broadband yesterday and unable to get connected, customer service told me an engineer would ring in 72 hours! I need to work from home and obviously I can’t use a cafe. 25 minute wait to get through to an advisor. Massively regret making the switch
- Location
-
- Location
- Grenock
- Reviewing
- John Lewis Broadband
- Date
- 2021-01-14
- Comments
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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
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- Location
- Ascot
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-29
- Comments
-
Please do not bother
This is the worse broadband I have ever used. It does not work in the morning or evening drop during the day and the Customer service advice is to disconnect and connect again ( which if you wish to use it need to happen 20 times a day) Please AVOID!I wouldn't pay £1.00 for this service
- Location
-
- Location
- United Kingdom
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-29
- Comments
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This broadband is rubbish, slow, and pathetic. My mother spent £40.00 for it.
The internet speed is terrible. I keep cutting out from it, it goes off for no reason then 3 seconds later, comes on again. My mother is considering to switch to a better one. Avoid this broadband. You got my advice.
- Location
-
- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-28
- Comments
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Since receiving my awful John Lewis wifi I have had the worst signal, the worst connection and overall the absolute worst time. I would rather not own a phone than deal with the stress this WiFi gives me. I would never wish this on my worst enemy, that’s how bad it is. Me and my three kids have not been able to watch the new croods movie which is devastating to the family. I hope whoever created this wifi is having a great time lavishing in our wasted money, period
- Location
-
- Location
- Blackpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-28
- Comments
-
i would not advise to get this wifi brand, the signal strength doesn’t go far and barely connects to any devices. I have a breakdown at least a million times a day because of the WiFi. My 4g works better and if I could I would rate this wifi 0 stars because it is very tragic and i really do not advise you to get it.
- Location
-
- Location
- Sheffield
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-23
- Comments
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Please avoid John Lewis broadband I switched from Plusnet not realising John Lewis is Plusnet. Should have switched providers within 24 hours but ended up having no internet for 13 days John Lewis did not contact me to update me. They came up with different reasons why the account did not go ahead so I decided to cancel and go with a more professional provider AVOID!!!!
- Location
-
- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-23
- Comments
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All i want to do is pay my bill but web site is constantly broken they dont take card payments over the phone and if im late with my payment they charge me !!!!!!
- Location
-
- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-21
- Comments
-
Within a week of being connected with John Lewis Broadband, the connection started dropping out randomly. This is a particular problem as we are a household of NHS workers and rely on home broadband when working from home to try and reduce the risks of catching Covid from hospital workplaces. The intermittent internet dropout is interfering with our patient care.
I rang John Lewis technical support the first day of the problem. I waited 25 minutes to get through and after a few minutes on the phone they cut me off. No attempt to call me back so I had to call again waiting 25 minutes again. The second call operative sounded disinterested and said their systems were down so he couldn't test my broadband connection so he would have to get someone to call me back. That was 8 days ago and I've had no contact from any John Lewis worker since. On a couple of occasions I've waited half an hour to get through but was still on hold so had to put down the phone as I couldn't wait any longer. When I first rang them they sent me emails saying I can respond through their website by leaving query messages. I've left a query message every day since, and they've not responded to any of them. Their website says they respond to messages within 24 hours. This is a lie.
Their website says that you can get through to them on 08000223300 24 hours a day, 7 days a week. This is also a lie. I've tried to get through this evening and tried all 5 options on their automated menu system and they all say they're closed. You cannot get to speak to anyone.
On their website it says you can use their online 'contact us' to submit a complaint. This is also a lie. Trying to log in on that website comes up with an error message saying "This page isn't working because portal.johnlewisbroadband.com redirected you too many times". I've tried on two tablets, my wife's phone and my phone, all of which come up with the same error message. Now the online query system has also stopped working so I can't send them any more messages.
So after two weeks of being treated like dirt by this company, who are making themselves as hard as possible to contact, I would say avoid John Lewis Broadband like the plague. I wish I had never switched to them.
- Location
-
- Location
- Eastleigh
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-21
- Comments
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I would suggest avoiding. I had issues from Oct when the ADSL disconnected. 2 engineers from BT and did some work. Eventually found that the UPTO 1MS upload speed had been configured BY JL to 440K. Wonder if this is supporting their move to Fibre? I had spotted the IP Profile in BTwholesale was set to 440 and told them about 2 months ago. They altered me to 850K. So they still are throttling me at 850K - wont ever get UPTO 1MB updoad.
www.broadbandchecker.btwholesale.com is very useful do the advanced check tells you your IP Profile. I wonder how many people told they will get UPTO 1MB actually are being throttled to very much less than that.
- Location
-
- 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
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- Location
- Andover
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-16
- Comments
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It's a very frustrating situation, my list of problems seem to be growing (rather than being resolved) and the implication is that perhaps they hope most of their disgruntled customers will give up.
As at 15/12/20 I still haven't had my money back despite a promise it would be "immediately" refunded.
John Lewis Broadband is actually PLUSNET. I have found it to be a terrible service.
The PLUSNET (aka JL Broadband) team seem paralysed by internal chaos, slow management reaction times, denial and an overwhealming lack of service ethos.
Customer services are almost impossible to contact, they assume you are the problem and deny that "you" the customer could have struggled trying to contact them.
I cannot comment on their broadband speeds or router performance because after switching to them, then waiting over a month getting nowhere, I was eventually forced cancelled the service.
When I finally got through and raised my issues by phone. The service rep only wrote that I wanted to cancel the service but did not make any note of 'why' or record my complaint.
I then wrote back with several issues spelt out in a simple numerical list of points. Amazingly the next service representative wrote back, starting with an illiterate paragraph that made absolutely no sense, then they asked me to write explaining what the issues were - clearly not having read my bullet point complaint letter.
I received a further letter saying my case is being looked at. It implied it was impossible not to be able to reach customer services... Problems were due to Covid.... I should have continued waiting/I should have been in touch earlier... i.e. I should understand their problems...!
So in summary, please don't waste your time on JL Broadband or PLUSNET. Read the other complaints, we're all fundamentally saying the same thing; If they don't record the complaints then the stats don't reflect the problems.
NB. John Lewis Partnership please disassociate yourself from PLUSNET. They are wrecking your reputation.
- Location
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- Location
- Hastings
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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I do like john lewis broadband I have the fiber broadband package , i have seen so much negative reviews its not funny,
So I decided to leave a modest review
First of all when my package started with john lewis broadband the contacted me via text kept me informed when my server has gone live, payed my bills no problem , the connection is ultra reliable and a good speed for gaming , minimal jitter and lag,
However just today Billing information had got muddled, When they direct debit your account it doesnt say John Lewis Broaband it says john-(whatever)
Which made me worry , But they have a good team and resolving the issue within 48 hours , So far at the moment I am very happy with John lewis broadband, they just need to fix there billing system so when direct debited it does say JOHN LEWIS BROADBAND (accno) and then would be no problem
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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Avoid. Complete and utter expensive waste of time.. 3 months since asking for change to service, Lots of excuses no action. 40 Minute hold today in order to get through a cancellation. For what was promised a ten day changeover means we have been running with our existing supplier for an extra 3 months.
- Location
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- Location
- Chester
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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This is the first Tim that I have completed a review and especially a negative one at that, however, I feel strongly that I should share my experience so others can be aware of the awful company that is John Lewis.
Firstly I joined John Lewis as I needed a faster broadband for all the zoom calls that I needed to make and believed all the hype on their website, however, as soon as I was activated the connection was awful and continually dropping out, I couldn't even download a movie on Sky TV. I contacted on a number of occasions and was continuously told many days after my complaint that my line speed was fine. But it wasn't!!!!
The there was the issue of my introduction offer, which I never received and following many many attempts to contact to chase up, just gave up in the end :-(
Then as a last ditch, failing to resolve my line speed or even get an acknowledgement of my issue I cancelled my contact (and got charged £111 for the privilege of having very poor to no service) and moved to BT internet.
Since moving it has been trouble free and super fast speed.
My advise is to avoid John Lewis.
A very unhappy customer
- Location
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- Location
- Broseley
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-15
- Comments
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Paid for DSL broadband was supposed to have been activated yesterday, but is still switched off. No explanation given for the delay. Contacted support, and waited for over 30 minutes, before giving up. Their online email support form appears to have been disabled, so you can't even contact them this way.
The sales people are the only ones who answer their phones, and the one I spoke to ACTUALLY ADMITTED they deliberately disabled their email support. AVOID AVOID AVOID.
- Location
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- Location
- edinburgh
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-11
- Comments
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This is not a john lewis product ... its plusnet/BT and the customer service that goes with it... my advice is to stay far away
- Location
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- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-10
- Comments
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I have never experience so many issues with a product in my life. 6-8 weeks to get the line installed, 4/5 engineer visits due to technical problems. A year later the service cuts out, engineer called, issue resolved. Was then overbilled £70 when moving house. Customer service are helpful, but way too many service issues.
- Location
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- Location
- Ilkeston, Derbys
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-08
- Comments
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Funnily enough they state when reporting a ‘tech issue’ that they will respond within 24 hours - the ONLY response I have had at all relating to my 5 + emails about the disastrous service was when I gave in and said I was transferring to another supplier. The new supplier prompted an automated email - they had been contacted and I had a severance payment to make. 3 Days later a tech email came through.
I was with Plusnet before and would go back as this JL filtered broadband is THE worst service and supply I have ever known. If only I could get through to question the final bill and atrocious service - but they have beaten me into submission. Anything to get away. So typical of so many companies now. Dreadful.
- Location
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- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-06
- Comments
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I have been trying to contact my supplier for ten days now without any response. I would like to change to fibre but because I cannot speak to them I cannot move forward. Will probably move to another supplier.
- Location
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- Location
- bournemouth
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-30
- Comments
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Very poor installation service and customer service to resolve the issues, not what I expected from JL. Phone wait times are over 40 minds every day for tech support, they don't have enough engineers and are backlogged.
- Location
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- Location
- Norwich
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-23
- Comments
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Unfortunately I advise everyone NOT TO.
They are appalling and will just say they are dealing with it. I have been without connection for 3 weeks after the 'go live date'
GO ANY WHERE BUT NOT JL/PLUSNET
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-23
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-20
- Location
-
- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-18
- Comments
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DO NOT USE. This service has nothing to do with John Lewis. It is Plusnet on the cheap. After I made the order they didn't send a router out. They didn't respond to emails, and the customer service rep had the cheek to tell me to be "civil" by challenging him that he was wrong. Apparently it's my fault that I didn't have the router because I must have it. Utter incompetence verging on fraud to advertise this as John Lewis.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-18
- Comments
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Terrible service - set up fee taken and though no set up delivered. Requested set up was apparently cancelled due to issues at my address, without anyone letting me know. 3 months, and multiple requests via website and phone later, I still haven't been able to get my money back. Requests via website lead to responses that refunds can only be accessed by calling the cancellation line, but nobody ever answers that line. Absolute scam - John Lewis should be ashamed to be putting their name to this service.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-09
- Comments
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DO NOT USE THIS PROVIDER - They have scammed us out of over 80 pounds. After 2 months of back and forth (they will blatantly lie to you over the phone, saying they will call you back and then never do - promising an engineer to come out and then saying it was cancelled with no reasoning or notice) we still have no internet. They are extremely deceitful over the phone and will constantly shift the blame to their partner company Openreach in an attempt to get out of ****. I cannot stress enough how painful this experience has been. Avoid like the plague.
- Location
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- Location
- Vale of belvoir
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-08
- Comments
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Terrible experience, terrible customer service and employs criminals, only been with them 2 months, tried to take dd out week early and got declined, they restricted my account immediately, could not even get on their own website to make a payment or sort out, rang them up several times but after 20 mins on hold but finally got through, paid over the phone remotely with debit card, told service would be back to normal within couple hrs..... week later still restricted service but least of my issues, knew something was off when agent asked for my card details twice .... I was right, checked account and he had taken 2 payments....got worse, next day contacted by my bank as my details had been used to make several purchases in Eastern Europe .... I had been hacked and this was first time in a very long time I had given my details over phone ....he had obviously sold my details to a criminal gang.... and this is John Lewis !!!!! Now waiting for a new card and for all fraudulent activity to be reversed, I am not rich person and this has left me in dire straits but JL broadband not interested, won’t even answer my many emails, still restricted service, made a complaint to ofcom and reported to police , I came to this company because I trusted John Lewis but this is not John Lewis it is plusnet and I cannot wait to get away from such a terrible company, BEWARE, CORRUPT AND FRAUDULENT COMPANY
- Location
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- Location
- Hemel Hempstead Herts
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-07
- Comments
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John Lewis broadband has poached myself and others because of their reliable good name how wrong can one be they have conned all of us. The broard band is dead slow, cannot load BBC iPlayer 90% of the time have reported it many times only been threatened with an expensive fine if I cancel contract. Not fit for purpose John Lewis name gone down the pan. Anthony Thomas.
- Location
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- Location
- Suffolk
- Reviewing
- John Lewis Broadband
- Date
- 2020-11-03
- Comments
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We closed our account as we were moving. However before that we rang several times to make sure we could continue with our webmail. On each occasion we were reassured we could. Today, with the account closed we have no webmail and told they cant provide this service.So we have lost everything, thanks JL for nothing.
- Location
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- Location
- Knebworth, Hertfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-22
- Comments
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Tried to switch from Plusnet to JLewis broadband. However as JLewis use Plusnet they tried switching me twice and both times this has failed and I've wasted over a month in paying higher phoneline and broadband. I contacted jlewis customer services three times and it took 45min, 30 min and last time 20min to get through. Very, very poor service. Not what I was expecting. Look else where.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-20
- Comments
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Avoid the stress, avoid like a plague.
Our go live date was delayed by a day due to a mistake of not linking my account online.
Most days after 1am my Internet cuts off.
13 days in, I have NO internet for more than 48 hours and I cannot remote work.
An employee named Vashir Omar had the cheek to raise his voice at me for his team's incompetence.
- Location
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- Location
- Gloucester
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-19
- Comments
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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
-
- Location
- Bristol
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-14
- Comments
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Just horrendous! Constantly dropping connection - drops out roughly 8 to 15 times per day and is dropped for about 5 to 10 minutes at a time. Have tried calling customer service but there is NOONE THERE!! Phone just goes to hold then eventually times out and drops the call. They are of course still collecting payments so their billing system is obviously working fine. STAY AWAY FROM THIS COMPANY - DO NOT SIGN UP WITH THEM.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-08
- Comments
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Absolutely Useless Service !!!!!!!
My broadband has been on and off for about 8 weeks now.
3 engineers have come out now so far, and still broadband not fixed.
Each time, having to wait three days for each engineer is so tiresome now.
I am not getting the service I am paying for, from John Lewis! I cannot afford the penalty charge to leave this terrible unprofessional organisation, that has caused me undue stress and upset.
Yet another appointment has been made for Monday 12/10/2020 (the fourth engineer), and I am sure that this will not help the situation. The incompetence and unprofessionalism is staggering.
Does not even deserve to be one star
- Location
-
- Location
- Cambridge
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-07
- Comments
-
I wish I had paid more attention to the reviews of John Lewis broadband because everything people have said is 100% true. I placed my order over 1 month ago and am still without a working connection. This has also included over 4 phone calls (and having to be on hold for 30 mins plus) to useless and uninterested staff. I keep being told that it is not their problem and that the problem is with BT but surely it is their responsibility to chase BT to ensure that they fulfil customers orders. To anyone thinking of joining - please don't do what I did and ignore all these reviews! Join someone else!
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-03
- Comments
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Shocking! I signed up for this believing I could trust the good name of John Lewis for customer service. Howeber they've missed the first and second installation dates and have not made any contact about this despite my request that they do via their service ticket system. So for a third time in a month I'm on an hour long hold on their phone line (which in itself is dreadful, you get to hear the same few tracks on repeat). I actually feel sorry for their customer service team who must face constant anger and frustration from customers as the service is so poor (and in my case so far non existent!). Never again.
- Location
-
- Location
- oxford
- Reviewing
- John Lewis Broadband
- Date
- 2020-10-02
- Comments
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their 66 mbs avarage broadband gives med 1.5 download and 0.5 upload as a average score of several readings
- Location
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- Location
- Nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-26
- Comments
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I booked a installation 2 and a half months ago and John Lewis (openreach) lied to us on multiple occasions and engineers had 0 communication. We went 3 weeks past our activation date with no services after lie after lie. The customer service sounds friendly but do not put the effort in to sort out solutions.
I was with them last year, there speeds were alright and never had many downtime
I left them and will never be returning to them
- 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.