806 Customer Reviews over 21 pages
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- Location
- Torpoint
- Reviewing
- John Lewis Broadband
- Date
- 2017-07-03
- Comments
-
Been with John Lewis Broadband for 18 months after enduring years of problems and dropped connections with BT. John Lewis Broadband has been completely reliable with speeds always close to the promised estimate. Only a few minor niggles with the free antivirus program. Customer service generally very good. Simple pricing structure is a plus.
- Location
-
- Location
- Chorley
- Reviewing
- John Lewis Broadband
- Date
- 2022-05-05
- Comments
-
Ordered John Lewis broadband, received package but broadband was not on. I rang up and they said it may take upto a week. I was abit disappointed and read all the bad reviews on here but was surprised the broadband came on a few days later. Its faster and more reliable than now broadband. I think if you have had bt broadband before John lewis broadband will work aswell. Have given 4 stars all round.
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-19
- Comments
-
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
-
- Location
- North Wales
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-13
- Comments
-
My phone line and broadband has been down since December 23rd.
We can ALL give good reviews when things are going right.
I can truthfully say John Lewis Broadband have been nothing less than FANTASTIC. They have kept me informed by text and phone most days, with accents I can understand, not some foreign voice gabbling at the speed of sound.
Thank you all who have helped. I salute you
Openreach are the problem, I was off last year from Christmas day for 6 weeks, this was before I joined John Lewis. The service I received from BT was atrocious. The lies and rubbish I was told ranged from underground cable to council dragging their feet giving PLANNING PERMISSION to repair a telegraph pole, an insult to my intelligence.
John Lewis is without a doubt the beast server I have been with EVER.
thank you all at John Lewis Broadband, for you courteous, caring, service. I will be renewing my contract with you. The problem is with Openreach management not John Lewis or the engineers, who were mostly (not all) great
- Location
-
- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2019-01-20
- Comments
-
I am into my second year with JL Broadband, my only complaint is their approach to customer loyalty, they aren't really bothered if you stay or go at the end of 1 year contract, they reluctantly agreed to allow me to stay with discounted rate for new customer but no cashback. Not the John Lewis never knowingly undersold approach. In terms of relaibility and performance, 5*.
- Location
-
- Location
- Vale of Glamorgan
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-05
- Comments
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Like others below, had trouble after 15 years trouble free. Charged twice in error. Refunded and given £15 for the trouble so all ok now. Would have been 5 stars all the way 3 months ago but they are now sorted. Reliable once up & running. I recommend this provider.
- Location
-
- Location
- BALA
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-05
- Comments
-
WELL THIS IS THE QUICKEST I HAVE EVER COME BACK TO LEAVE A REVIEW, AFTER MY LAST REVIEW, MY ROUTER CAME NEXT DAY SO AFTER COMPLAINING THEY CLEARLY MADE A HUGE EFFORT TO GET THE ROUTER TO ME. SO 5 STARS FOR THAT, IT WOULD NOT CONNECT , SO I PHONED CUSTOMER SERVICE, AND I HAVE TO SAY THEY WERE EXCELLENT AND HAD ME UP AND RUNNING IN MINUTES , SO 5 STARS FOR THAT ALSO, IT'S RUNNING AT ABOUT THE SAME SPEED AS MY PREVIOUS BT ACCOUNT, BUT SO FAR IT HAS NOT KEPT DROPPING OUT LIKE MY BT DID, BUT WE WILL SEE WHAT TIME BRINGS , SO OVER ALL, SO FAR ANY WAY, EXCEPT FOR THE BAD START TO MY CONTRACT, THEY HAVE ACTUALLY COME UP TRUMPS,
- Location
-
- Location
- Warmington
- Reviewing
- John Lewis Broadband
- Date
- 2020-05-24
- Comments
-
New customer rang Customer services as charged £96.00 instead if £26.00 contract fee. Told extra was because I had cancelled my contract, completely untrue. Customer services said someone their end must have done, it had happened before. Said he would sort and then was transferring me to another department re the cancellation, hung on for over 20mins, I rang off. Rang customer services back, same result, rung off again, rang customer service again,phone put down on me. Rang again this time lady said she would sort and yes I was due a refund of £70.00 as I had not cancelled. Email arrived I would get a refund of £48.22. . Again rang customer service to be told refund comes in two parts, a manager has to authorise the rest and i would get email. 5 days later no such email has arrived. I still have no idea whether my contract will be ended or whether they have corrected this. My last resort is I have written to their office in Sheffield, recorded delivery. Hoping for a personal contact who can sort this problem.Customer support hopeless and frustrating. Not worth bothering with.
- Location
-
- Location
- Haltham
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-28
- Comments
-
Moved from ADSL to Fibre - Good speed and connection, HOWEVER be warned that at the moment they are offering a Google home hub to new contracts - this has not arrived and Customer Support is POOR saying it will probably take up to 60 days to arrive - is this a con???
Billing also needs to be watched as they tried claiming too much money on the first new monthly bill - support eventually gave me two different prices - still not right!
- Location
-
- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-02
- Comments
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Generally fine. However, I've just discovered I've been on maximum rate for a year and they have only just told me. I am extremely disappointed as I only chose John Lewis in the evidently misplaced hope, that they would treat their customers fairly.
- Location
-
- Location
- Richmond
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-05
- Comments
-
Two months after moving house and taking out a new contract they announced a 12% increase - so I gave notice I was moving. By response I received an email staing there would be cancellation charges of £163… despite this being in contravention of the Consumer Protection Act 2015, so I immediately cancelled my direct debit. I then received a bill for the month despite my account being due to close just 8 days after that bill, which was followed by my broadband being limited.. The saga is not yet finished… I've had to pay the £48.80 and have been told it will be repaid when the final bill is raised - IF there are no cancellation charges. I have advised them that any attempt to charge a cancellation fee will be taken to court … will wait and see what happens … had they not got greedy on the price increase I would probably have stayed with them until moving house in a couple of years
- Location
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- Location
- Whitehaven
- Reviewing
- John Lewis Broadband
- Date
- 2018-06-19
- Comments
-
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
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- Location
- Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-21
- Comments
-
moved from plusnet (not realising JL are plusnet!) because I fancied the free google home hub for the same fee I was already paying. various issues with the transfer, mainly down to the billing/account management rather than the connection itself. they managed to keep my number and switch the bb over with no real issues. they had given me the option for fibre extra, it turns out my line can't do that so I should never have been given the option. no problem, simply switch down to fibre... agreed 2 new contracts for fibre (which is the speed I've always received anyway) and they still show fibre extra on the account even though fibre is provisioned. not that it's a huge issue mind, since they haven't billed me other than the first payment, so 2 months free so far. they did manage to send me the google home hub too. i have been told that the account issues are down to a new billing system they put in last christmas, whether that's true I don't know. the bb and phone themselves are fine, pretty much the same as plusnet, which you would expect. hopefully at worst they will simply end up billing me for the fibre service they have actually delivered, at best, they may not get round to it at all. i never trust automated systems that are going wrong though, so keeping fingers crossed they don't start debt collection for a bill they didn't bother to collect themselves but always had the details to do so
- Location
-
- Location
- exmouth
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-04
- Comments
-
unlike most of the reviews I have mainly been satisfied with J.L except for the Webmail which is a dasaster, constantly failing to fetch messages, now in the middle of changing to another server !!Oh dear !!
- Location
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- Location
- Oxfordshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-07
- Comments
-
I changed to JL broadband after daytime connectivity issues with my previous supplier during lockdown. JL broadband is, if anything, worse than my previous connectivity and is problematic not only during the day but in the evenings too. Furthermore, one of the features offered by JL at sign up was a JL gift voucher, which has not materialised after two months since signing up with them.
- Location
-
- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-04-27
- Comments
-
Back in November I wrote a dire review of John Lewis having left BT.
The problems were blamed on the lines in my house although I was convinced that wasn't true. One support person seemed to go beyond the norm in trying to help and I was grateful but I decided to leave. There was a penalty to pay but it seemed worth it.
A day later Open Reach apologised to the entire town about their failures during the previous weeks.
So I retained my account and since then connectivity has been pretty good.
They would not be my first choice provider but at least I'm happy to wait until the end of my contract.
- Location
-
- Location
- Lichfield
- Reviewing
- John Lewis Broadband
- Date
- 2019-07-30
- Comments
-
John Lewis, via Plusnet BT apparently.
Never missed a beat since moved and stayed for another year, as they matched the cheapest price at the time, i shop around for Cheapest every year as the speed is rubbish here, So satisfaction and service get a 5*
Speed is *****, as very old line, so that's BT's fault not J Lewis'.
Reliability only seems a problem when the BT men have been up the pole, playing in the box for whatever reason, so again a BT issue, not J Lewis.
Overhead fibre strung up by BT 12 months ago, went active 1 month ago, will see what prices are like before making the decision.
- Location
-
- Location
- Dorset
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
-
I was with Waitrose.com for 10+ years and apart from little glitches had no trouble at all. From the time John Lewis started the amalgamation of Waitrose and Green Bee to JL, things started to slide. At the change-over (totally unannounced, to me, anyway) I found myself with a screen that looked like old 1980s computers, with no way at all of marking several emails at once in order to delete (can only mark minimum of one page at a time!). Also, 400 plus emails that I had kept disappeared overnight and JL infer that this was me, and they have no "cloud" facilities for deleted emails which is probably true; deleted emails disappeared from their box for hours at a time and suddenly reappeared, I am still in e-correspondence with JL but I am not at all happy considering my happy years with Waitrose.
- Location
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-26
- Comments
-
We switched to John Lewis from BT because they had a good offer on broadband and we were tempted by the fact that John Lewis won Which best buy on customer service. Ever since we switched we had nothing but trouble with customer service. The agents themselves are nice and polite over the phone, but things just don't get done. First of all it took over 2 months for a switchover, because despite us sending a mac code on time no one bothered to let us know that it didn't work until I chased them myself. Then we decided to switch from regular to Fibre broadband. Again, over the phone I was told the day the engineer was coming so I cleared the day, until I got an email, saying that the date has been confirmed for the engineer to come out and it was a different date! So that is one day wasted for me. In the meantime I received a couple of emails saying that they regret we decided to move away from John Lewis broadband, which we didn't, so I had to chase those emails up as well and turned out it was just because we were switching between different packages. Then, we finally got our Fibre broadband and all was good until the first month charge notification came through - the deal was that the first three months were free, yet I was being charged full price! Now I ring John Lewis to find out the cost of cancelling the contract, and since the service been so poorly I asked if there was any discount they could give on cancellation fee they said no.
So bottom line - think carefully before you switch to John Lewis. It's been a nightmare for us.
- Location
-
- Location
- East Sussex
- Reviewing
- John Lewis Broadband
- Date
- 2013-04-17
- Comments
-
Basically a good service but not very savvy regarding the 20gB limit. On the one occasion when I unknowingly (visiting Grandson) exceeded the limit the first I knew was when it virtually stopped working. No warning at all and the reason why only became clear when I contacted them. Room for improvement here I think.
- Location
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- Location
- Scotter Common
- Reviewing
- John Lewis Broadband
- Date
- 2017-09-12
- Comments
-
good service with problems
never more than 5mb
fairly reliable
- Location
-
- Location
- Bursledon
- Reviewing
- John Lewis Broadband
- Date
- 2016-11-12
- Comments
-
Swapped from plusnet to John Lewis to save £10 per month.The process was painless. The new connection is more stable and faster, which is odd as JL broadband is actually provided by Plusnet, or so I'm told. The regular dropouts in service have stopped and it is usable after 16:00 on a week day, something the Plusnet wasn't so good at. Overall, its not bad. I wonder if the improvement is due to the router being replaced from an old BT Hub3(that is not a mistake, I was using a BT hub on the Plusnet service) to the JL one, although it has the same specifications? Speed is hovering around 10MB
- Location
-
- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-11-28
- Comments
-
I couldn't gain access to the internet all day yesterday and was unable to get an answer from the service team between 8 am and 11pm- at one point I held on for 40 minutes listening to tasteless crap music and a useless message telling me that I didn't have to phone in as it was possible to fix most of my problems online! I called the service team at 6 am this morning and finally got an answer - I was told that JL mainframe had reset my router's code and that I had to reboot it - I was told how to do this and ten minutes later normal service was resumed! Later I discovered that the JL website had crashed owing to Black Friday demand. Are JL trying to do too much with too little equipment? I gather from other websites that there have been problems with the JL website for at least two years. If the JL broadband service does crash again would it be asking too much for JL to put a recorded message on the helpline explaining what the problem is instead of leaving customers to wonder for 24 hours what on earth is going on?
- Location
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- Location
- Staffordshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-07-07
- Comments
-
I signed up with a half price offer for 3 months and was charged full price (refunded after a complaint).
When broadband went down I was told they can no longer check the fault, it has to be sent to the faults team who could take 72 hours. It was resolved but took 24 hours. Took 4.5 and 9 minutes to answer phone but was a UK agent. The router needs resetting about once a week
- Location
-
- Location
- Gainsborough
- Reviewing
- John Lewis Broadband
- Date
- 2017-08-13
- Comments
-
A reliable service but not worth the money charged
- Location
-
- Location
- kings lynn
- Reviewing
- John Lewis Broadband
- Date
- 2019-02-01
- Comments
-
been with john-lewis broardband and phone, had a lot of trouble the dial tone was there when dialling out. eventually got sorted after 3 engineers, no communication from the company to the engineers, had to relate the problem each time, then show them what was happening each time. just found out the bullgaurd internet security last a month so have to take it out then reinstall it each month while subscribing to john-Lewis, they don't tell you that. problems for them to take direct debit out , had to end up paying them by card, have got assurance from them that this will not happen again. on the whole would not recommend this service
- 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
- Tiverton
- Reviewing
- John Lewis Broadband
- Date
- 2020-06-11
- Comments
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Cancelled TalkTalk and the JL router didn't work so no internet for 6 days. Lost £kkk's in business and they gave £10 compensation.
- Location
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- Location
- Kent
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-13
- Comments
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Just about fed up with John Lewis,keep saying they Can't take our direct debit,the money is always there.Last time we hadtopay late fee +pay over phone it was there new system.Now what is it,spelt something wrong I suppose
- Location
-
- Location
- Buckinghamshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-10-25
- Comments
-
Customer Service?
Simply hopeless!
- Location
-
- Location
- Ilkley, West Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2015-06-26
- Comments
-
The John Lewis broadband service is provided by Plusnet. My experience as a Plusnet customer is much the same as other reviews, i.e. nice enough people but a bit hopeless. On the positive side once they get the service up and running it is quite good.
The big problem is that when you contact John Lewis Broadband, you are actually speaking to Plusnet. There is a massive gap in the very high standards of John Lewis and the rather amateur/poor service from Plusnet.
John Lewis need to sort them out otherwise people will think that it is them providing a shoddy customer service.
- Location
-
- Location
- North Yorkshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-07-22
- Comments
-
PLease be warned! I took this contract on the back of the John Lewis name and reputation.Within 1 week of my contract they informed me of a price increase - the offer is just a hook!
They then, when I cancelled, decided I owed them over £90.00 for the privilage of being conned!! - beware and do not touch this offer, it is not real or sincere. Customer services will be rude and dismissive.m Worst broadband experience of my life!!!!!
PLEASE AVOID AT ALL COST.
- Location
-
- Location
- Stockport
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-02
- Comments
-
The broadband itself is good (provides by plusnet) However, after a problem over payment, I was just dumped by the service team. All the promises and assurances went out of the window, and it was a case of ‘computer says no!’ They just would not help, and couldn’t be bothered.
- Location
-
- Location
- Liverpool
- Reviewing
- John Lewis Broadband
- Date
- 2020-12-10
- Comments
-
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
-
- Location
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-01
- Comments
-
No customer service staff have no upper management for you to escalate any problems Plusnet advertising customer service won't let you down!
DON'T BELIEVE IT
Problems are just repeated 48 hours before update 48 hours for next update 3 weeks still awaiting for it to work!!!!!
- Location
-
- Location
- Shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2020-03-23
- Comments
-
Customer service is very hit & miss...more so miss. Entered a fix price 12 month contract which some months ago increased by £3.15 per month. We also asked for VAT receipts to be e-mailed to be told that it was not possible & that we were not registered as a company but we are a company & DD comes out of a company account. Got absolutely nowhere with numerous telephone calls & despite being told that the contract price was fixed no refund has been forthcoming & John Lewis are still debiting the increased amount.Initial set up was fine but ongoing service is totally unsatisfactory.
- Location
-
- Location
- Burnley
- Reviewing
- John Lewis Broadband
- Date
- 2019-09-27
- Comments
-
Joined in June, all ok with BB but they changed my phone number after assuring me it would stay the same.This was rectified after a week and I was told I would receive an account credit. Since then no bills produced and no payments taken from my account. No info on their website and no response to my online enquiry. Very poor and disappointing.
- Location
-
- Location
- Anglesey
- Reviewing
- John Lewis Broadband
- Date
- 2016-12-29
- Comments
-
Broadband has generally been slow, with many more dropped connections than might be expected. The email provision is poor most of the time: for example, attempts at replying to emails received usually result in being taken offline, as is often the case when trying to move emails from one folder to another. At the moment, the provision is very poor to bad: since the 28th November, it has often been unavailable.
- Location
-
- Location
- Faversham
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-19
- Comments
-
Nothing wrong with the Broadband supplied ! Its pretty good. But they encourage you to contact them by online Query form , that says they will reply in 24 hours , But they don't , 5 days and counting !
- Location
-
- Location
- Orkney
- Reviewing
- John Lewis Broadband
- Date
- 2021-11-08
- Comments
-
For some time now I've not been able to access my account online. I was told that it was a software fault and that they are trying to fix it, but didn't know when access to my account would be available. Not good enough!
- 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.