806 Customer Reviews over 21 pages
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- Location
- Shropshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-03-09
- Comments
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Broadband has been hopeless, whenever tested it's just ok but so slow most of time and Alexa devices can't work properly
- Location
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- Location
- Scotland
- Reviewing
- John Lewis Broadband
- Date
- 2017-05-20
- Comments
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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
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- Location
- Devon
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-05
- Comments
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Absolutely appalling customer service from a company that boasts of its reputation in dealing with customers. I suggest that they may wish to review there partnership with Plusnet or lose loyal customers. I will never again shop with John Lewis in any respects.A shame after 20 years. Reputations are quickly lost.
- Location
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- Location
- Warwick
- Reviewing
- John Lewis Broadband
- Date
- 2014-12-31
- Comments
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Don't touch them with a bargepole. The most unreasonable and unhelpful company I've had the displeasure to deal with. I ended up pulling out just before the cooling off period finished and even then they made things difficult and wouldn't acknowledge my request and tried to direct debit money from my account.
You have been warned.
- Location
-
- Location
- Leicestershire
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-03
- Comments
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The actual broadband service is not too bad for the money. I just find them a pain to deal with through customer services. I simply want a vat invoice or vat number but they keep fobbing me off saying I don't need one as i'm a private customer. I'm self employed and pay VAT? This is simply BS. Anyone can ask for a VAT invoice at any retailers in the country. I just wonder if there's a VAT fiddle going on here? .. and we can trust corporates to pay all their taxes cant we?
- Location
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- Location
- Maidstone
- Reviewing
- John Lewis Broadband
- Date
- 2021-03-11
- Comments
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What an absolute garbage company to deal with.
Appaling customer service.
DONT think by going to these clowns you are getting a decent service... been waiting months for a refund, and they dont know where it is!
- Location
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- Location
- Bedford
- Reviewing
- John Lewis Broadband
- Date
- 2017-01-26
- Comments
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The webmail service is appalling; its rarely functioning and when it is, it is so slow as to be unusable. Some days you can't get into it all. Their technical support is execrable, and aims only to blame your IT system, and their customer service is non existant.
- Location
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- Location
- Cardiff
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-22
- Comments
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When I moved house I decided to switch from sky to John Lewis Broadband Service based on the Which review. It has been an abysmal experience of customer service. It takes about 30-40 minutes to get through to them by telephone. Unfortunately the online query service doesn't seem to really work in the way it should in that my queries just languished with key parts of the message being ignored. I only managed to get results when I rang through to John Lewis complaints department and stressed that I had got nowhere with them and it was they who chased the query. If I had not have done that I have no idea who I would have ever got the problem resolved! I would never recommend.
- Location
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- 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
- goole
- Reviewing
- John Lewis Broadband
- Date
- 2018-09-07
- Comments
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Dreadful. I was with them for 1 year without trouble. Went away for 6 months visiting a sick relative abroad. Direct debits taken monthly.
Returned home to everything dead.
Connected but no broadband as I was connected to Sky at the exchange (mis-jumpered).
The Openreach guy ripped the master socket off my interior wall, damaging the cables. 2 more visits to get it fixed. BT Openreach very sorry.
JL then try to charge me £50 for the visits. Hours phoning them, always promising a manager would ring back. Never happened.
- Location
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- Location
- Norfolk
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-25
- Comments
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Moved home and everything from then on went wrong with our phone and broadband account. Was text to say our account was broken and they couldn't bill us, their mistake, we're told need to set it all up again, bank details etc. Had to have change of phone number. I agreed to do new account on line they then made another error and inadvertently cancelled our broadband service on the new account. We were without broadband for 3 days. Told to sort out problem, reinstate everything, we would have to set up another new account! Forget it, it's been an absolute nightmare and overall stressful experience, all errors on their part the cause of it. I would not recommend this company at all.
- Location
-
- Location
- bala
- Reviewing
- John Lewis Broadband
- Date
- 2017-03-04
- Comments
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Not a great start to switch to john lewis, they still have not despatched my router and it has gone a day past switch over time, credit to customer care for trying to use my existing router , but it seems this was locked by bt, so in effect could not be used, so now i will be left with no internet for who knows how many days ???, running a internet based business this could be disastrous for my new business,
so really not one bit happy,
- Location
-
- Location
- Somerset
- Reviewing
- John Lewis Broadband
- Date
- 2015-08-31
- Comments
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John Lewis broadband is a complete con. John Lewis allows Plusnet to use its brand name and you buy a package from Plusnet at an inflated price. Everyone you deal with on the phone works for plusnet and there are no John Lewis employees involved in it. Even if you complain to John Lewis head office about the terrible service, they simply refer you back to Plusnet
- Location
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- Location
- Hereford
- Reviewing
- John Lewis Broadband
- Date
- 2018-11-26
- Comments
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To quote their website "We'll answer you within 24 hours during our operating hours."
Not a chance. I've been waiting for 13 days now. I've even raised another query, quoting the original query number. That was on Friday. It's Monday now and nothing yet. Avoid.
- Location
-
- Location
- Hove
- Reviewing
- John Lewis Broadband
- Date
- 2021-10-24
- Comments
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Didn't bother to tell me they had failed to book an engineer until I phoned on the day of the appointment. Failed to book me a new one within a reasonable timeframe so was without internet for 2 weeks upon moving house. Offered no apology or incentive when I stated I wanted to take my business elsewhere.
- Location
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- Location
- nottingham
- Reviewing
- John Lewis Broadband
- Date
- 2019-12-30
- Comments
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DO NOT SWITCH TO JL. THEY DIDN'T TELL US WHEN WE WOULD BE SWITCHED OVER, THE ROUTER DIDNT ARIVE AND WE WERE WITHOUT TELEPHONE AND INTERNET FOR A WEEK. IT WAS ONE MESS UP AFTER ANOTHER AND 2 MONTHS LATER THE PHONE STILL DOESNT WORK. I HAVE NOW GIVEN UP CALLING THEM AND WILL LEAVE THEM ASAP. CUSTOMER SERVICES ARE SIMPLY DREADFUL. I MOVED FROM SKY BECAUSE THEY WERE SO BAD AND NOW WISH I HADNT !!!!!
- Location
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- Location
- Cornwall
- Reviewing
- John Lewis Broadband
- Date
- 2016-08-19
- Comments
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Not as bad as Talk Talk, but only just.
I got given three different dates for connection after I signed up to a contract, eventually it took 5 weeks to get the service up and running.
They put my address down wrong on the bills and say that it cannot be corrected. I need various utility bills to confirm my identity, address etc. their ones are useless.
Every time the phone rings the broadband connection cuts out for a few minutes. Customer service have given me three different explanations for this, all of them my fault and none of them correct.
As has been said before the staff are mostly polite, but useless and unable to actually address any problems you pose them. I know good manners can get you a long way but this is taking the mick.
Stupidly I did actually believe that John Lewis would care enough about their reputation to ensure that any service carrying their name would be among the best out there. How wrong I was. I never have shopped at John Lewis, I can't afford to, but even if I could I wouldn't, not now.
- Location
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- Location
- Brekshire
- Reviewing
- John Lewis Broadband
- Date
- 2018-04-28
- Comments
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First day of use absolute disaster. Automatic set up didn’t work and told to use Android phone or windows. We do not have either of these using iPhone and Apple software. Was told to download Firefox that didn’t work either. Have cancelled and will return to BT. JL has promised our deposit back. Watch this space
- Location
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- Location
- Birmingham
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-08
- Comments
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Being customer for 20 days and was totally disapointed, the customer service is good, nive people kindly speaking and talking about the weather and other things, however didnot signed the contract to chat with them.
- Location
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- Location
- Cardiff
- Reviewing
- John Lewis Broadband
- Date
- 2018-02-03
- Comments
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I take the engineers about a month to install the broadband. You pay one month for nothing. When you put your order they suggest times within a week. Very disappointing! The reason I chose them over BT is that they offer the service for only 12 month instead of 18.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2021-12-18
- Comments
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If there’s one thin I hate it is people that don’t care when you are or,I feel hard Tom make money and paying for a service. John Lewis is an typical example of customer service that simply don’t care about their customers. It’s a shame because John Lewis scores as one of the highest in my book when it comes to providing thee best service in the retail sector. In the broadband area I can only assume they have dreadful management. Bad management always results in poor service from star.
I logged this ticket because my broadband connection kept dropping. I’ve not had a single response back. It’s now under 2Mbs so I might as well go back to the days of using modems. Even worse is they expect me to put up with this and pay fibre connectivity rates.
This is poor service at a new level and John Lewis should get out of this sector and quickly. I realise it’s down to Open Reach and there’re generally useless but an update would have been nice.
John Lewis use Plusnet for the infrastructure.
I will be moving to another provider when my contract expires. Shame on you John Lewis. I was expecting so much more
- Location
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- Location
- Oxford
- Reviewing
- John Lewis Broadband
- Date
- 2015-09-05
- Comments
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Dire customer service. Impossible to get through on the phone. Try emailing and they say phone. No complaint option. Will ruin the great John Lewis name.
- 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
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- Location
- Cheshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-11-06
- Comments
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Moved from BT but so sorry now.
Always dropping so quite useless for TV streaming.
Stay well away
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2020-02-17
- Comments
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Please do not take up the current offer with John Lewis which alleges to include £40 gift voucher, they never send the same and when query they say not added to your account. Their speed is terrible only joined less than 3 weeks ago. Avoid avoid avoid
- Location
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- Location
- Ashford
- Reviewing
- John Lewis Broadband
- Date
- 2020-09-03
- Comments
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I swapped to John Lewis broadband because I (mistakenly) believed it to be the same quality as everything else about John Lewis... how wrong can you be!
Had no issue with changeover (other than router arriving only the afternoon before changeover date, which had me fretting). Since then two major problems appeared:
1- speed has dropped, even though ping tests indicate about 35-37Mps. iPlayer sometimes hangs, which it didn't with the previous supplier (SSE).
2- they don't want to take the DD payment, even though there's plenty of money in the account. Each month I try paying on line - it doesn't work (can't access the payment area) so I have co call and pay by card.
The people on the phone are great, but the rest of it is utter rubbish.
Pity. John Lewis has such a great reputation as well.
- Location
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- Location
- Ringwood
- Reviewing
- John Lewis Broadband
- Date
- 2015-10-12
- Comments
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Changed to JL after reading Which review. Wish I had stayed with BT. Even though their customer service is abysmal and pricey at least their broadband speed was reasonable. JL is dire. Don't switch!
- Location
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- Location
- Pontefract
- Reviewing
- John Lewis Broadband
- Date
- 2018-12-11
- Comments
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Like others on here I thought joining John Lewis broadband would ensure a good experience. Signed up and paid for first month Then got letter from BT telling me they’d relinquish the line at an entirely different date to what I’d agreed with John Lewis broadband. Then the games began. Queries went unanswered. Complaints get ignored. Because I haven’t actually been connected yet I can’t cancel but getting thru to anyone can help is impossible. Just been transferred to someone who can help and twenty minutes later still on hold. Don’t go there at all. The customer service is deplorable - I could swear the last person I spoke to was drunk , i do know the woman before that conversation couldn’t have cared a toss about the problem. Shocking. They’re worse than BT and that takes some doing!!
- Location
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- Location
- Hampshire
- Reviewing
- John Lewis Broadband
- Date
- 2019-10-12
- Comments
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Why oh why has John Lewis used the terrible Plusnet to deliver their Broadband? I have just left Plusnet and now realise that JL use them. I get an email today increasing my monthly by 15% after JL PROMISED to keep my £20 a month the same for 12 months! Plusnet are underhand and a disgrace, they treat customers like dirt - JL break away from Plusnet as they will drag your name down into the mud!!!!
- Location
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- Location
- Milton Keynes
- Reviewing
- John Lewis Broadband
- Date
- 2021-09-06
- Comments
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Internet connection failed for almost 24hrs, customer service stated that my account had been disconnected, no explanation why. Only solution offered was to buy another package. Very worrying as elderly and vulnerable. Miraculously connection regained next day.
- Location
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- Location
- Llanwrda
- Reviewing
- John Lewis Broadband
- Date
- 2017-12-05
- Comments
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Switch over was easy and price was good, unfortunately broadband and WiFi is much slower and unreliable than BT, customer service told me it was a good speed?? Not happy product is not what they advertised after being a big John Lewis fan for years, really felt let down.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2018-08-27
- Comments
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I ordered JL fibre broadband on 10 August and was told that my broadband would transfer from BT to JL on 24 August. 21 August arrived with no router and no notification that the router had been sent. I phoned JL customer service to be told that the automatic router ordering process had failed. Apparently this was a known problem and JL were working on it (in which case why did JL not put a manual fail-safe in place until the automatic process was fixed?) I was told that the router would be sent out immediately but that it would take up to 5 working days to arrive. That would have been four days after the transfer date and it would have meant a Bank Holiday weekend with no broadband. If a company screwed up this badly before the service even started, it didn't bode well for the future, so I cancelled the order. Customer service were efficient enough when I contracted them; but they seemed totally disinterested in the fact that their (or more likely Plusnet's) systems were so unreliable.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-05-19
- Comments
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I got an agreed order from John Lewis on 8th of May. Just been told they couldnt transfer my number and will start the process from scratch again. I will have to wait another 2 weeks. All very nonchalant.
Asked to speak to manager. Was fobbed off twice.
This doesn't bode well.
So far unimpressed.
- Location
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- Location
- Herefordshire
- Reviewing
- John Lewis Broadband
- Date
- 2016-02-06
- Comments
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I work from home - or rather, I did, until I signed up with John Lewis broadband. Now, I just spend my day on the phone to JL’s technical support line. It’s now my 42nd day without a broadband connection and there’s no sign of a resolution in sight. On the dozens of occasions when I've rung JL to find out what's going on - they never ring me, though once in a while I do get a completely irrelevant text - the customer service has been helpful and friendly, but absolutely useless at actually getting the service back. Reading between the lines, the problem is that JL have no power. BT Openreach owns and administers the lines, and if they can't be bothered to send an engineer, the line doesn't get fixed. There's a minimum ten-day wait time before Openreach will even consider a fault request, and twice so far no engineer has turned up. A couple of days ago JL offered me £25 in compensation, but the last monthly bill (for a service which I didn't receive) was for £45.06. It’s so bad it’s almost comical. Almost.
- Location
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- Location
- Durham
- Reviewing
- John Lewis Broadband
- Date
- 2022-03-19
- Comments
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I signed up for broadband on 10th March 2022. Late evening of 10th March I got a text saying there was a problem to contact you lines were closed so I had to wait until the next day. I was made to believe the matter was resolved until Wednesday 16th March when I got another message to say there was yet another problem. I again had to telephone where I was told my land line was a different sort to what JohnLewis use so my order had been cancelled and upon calling a new order was placed. Then today 19th March a further message relating to yet another problem… this isn’t looking good lines are not open on a weekend so I now have to wait until Monday to try and resolve the issue. It should be three strikes but we will see. When my service should be going live from signing up it is looking like the order keeps being cancelled and resigned from JohnLewis side. it is just constant delay and hassle I could do without.
- Location
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- Location
- London
- Reviewing
- John Lewis Broadband
- Date
- 2015-01-11
- Comments
-
Somewhat of a let down for the John Lewis brand....
The customer service is great when you talk to somebody - all the agents have been thoroughly helpful - however you need to call them far too often. The speed is ok sometimes but is frequently dropping to an unusable level. For fibre I'd strongly recommend going elsewhere and given our phone has had a line fault for the majority of the last 6 months I can't recommend the phone either. Overall: terrible.
- 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
- 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
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- Location
- Borders
- Reviewing
- John Lewis Broadband
- Date
- 2014-01-18
- Comments
-
It took nearly a month to get everything working, they just don't seem to know what they are doing half the time. Poor service and even a bad attitude at times.I will be switching at the first opportunity.
This is NOT the standard you would expect of John Lewis
- Location
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- Location
- NEWPORT
- Reviewing
- John Lewis Broadband
- Date
- 2018-01-31
- Comments
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SUPER FAST FIBER customer service nil,connection goes every morning,when it comes on again it is poor,contacted them,they replied back that if it was found to be my equipment or internal wiring,they would charge me £50,I have since found out they are PLUSNET who I was once a customer,left them because of there poor service,only to end up with them again under a different name ,stay clear youve been warned
- 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.